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Finally, the Saved Search my schedule refers to has the results grouped. Wondering if grouping results is problematic when a workflow is referring to it? Thanks!

Grouping results is fine for workflows. It will only send 1 email per grouped row

Workflows seem to ignore grouping in my experience.

This sounds like something that would be better off as a scheduled script

And on this point, I did try and group the results for the workflow (1 per customer) but like <@UER9Q3SGM>, the workflow still didn't work correctly. I've had some further advice on this today and someone else has suggested a scheduled script as well.

Thanks so much for your responses all - even though I don't appear to have an easy fix (yet!), it's great to get the input from this experienced pool of NetSuite users :-)