Troubleshooting: my workflow didn't fire
Work down this list in order.
1. Is it Active?
Section titled “1. Is it Active?”Check the toggle on the workflow card. A Paused workflow does nothing — and “saved but never activated” is the most common miss for new workflows. A new or paused workflow shows an Activate button in the builder header when you edit it; the Workflow saved successfully! toast does not turn it on. Flip the toggle to Active or select Activate.
2. Did the trigger event actually happen — in the way Teamio detects?
Section titled “2. Did the trigger event actually happen — in the way Teamio detects?”Each trigger matches a specific Open Dental change (see Triggers reference). For example, Appointment Broken fires when the appointment is broken in Open Dental — deleting the appointment outright is a different change and won’t match.
3. Check the activity log
Section titled “3. Check the activity log”Open View Activity on the workflow card. Set the Status dropdown to Failed only to isolate problems quickly.
- A Failed row exists → the trigger fired but the action failed; the eye icon (View Details) usually shows why (missing phone number, bad template).
- No row at all → the event wasn’t detected — or it happened more than 7 days ago. The activity page only goes back 7 days, so an empty table does not prove the trigger never fired for an older event. Keep going.
4. Do filters exclude this patient?
Section titled “4. Do filters exclude this patient?”If For New Patients Only is set, existing patients are skipped — silently and on purpose.
5. Is the Open Dental server online?
Section titled “5. Is the Open Dental server online?”Trigger detection comes from the Teamio connector on your Open Dental server. If that machine was off when the event happened, events catch up when it’s back — your workflow may fire late rather than never.
6. Timing hasn’t arrived yet
Section titled “6. Timing hasn’t arrived yet”With Send When set to a delayed option (for example 1 Day After Appointment is completed or 1 Week Before Appointment), the run won’t appear until that time arrives. Check the configured timing before concluding it’s broken.
Still nothing?
Section titled “Still nothing?”Contact support with the workflow name, the patient, and the time the event happened. If a Failed run exists, open its Run Details and use the Copy button next to Run ID (for support) — that ID is exactly what support needs to trace it.