Ripples will always follow the rules and queries they have been set up with, if the Ripple is not triggering you will need to check your Ripple set up.
If the ripple is not triggering, follow the below troubleshooting options:
Ensure the Ripple status is Active, and the Ripple Workflow is Subscribed.
Ensure Self-Service is activated.
If the ripple had triggered in the past for this user, go to the ripple workflow and ensure the Ripple is set to repeat:
Check the query that is linked to the Ripple to ensure the employee appears in the query, or check the query filter to ensure it can capture the desired users.
Ensure there are no exit rules that will remove the user from the ripple process.
Ensure the affected user is not a leaver. Ripple doesn't trigger for leavers whose final day of employment is in the past.
Ensure the correct employees have been added via Manual.
If the above doesn't help, raise a new case online and reference the title of this article, confirming the following details:
Name of the Ripple
Name of the query linked to the Ripple
Name of employee the Ripple didn't trigger for
Grant our team access to your system
📌Note: If the email triggers to a personal email but not a work email, you will need to whitelist our mail servers.