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  • Profile Image

    Automatic notifications stopped working in some cases

    Asked by Shahera.Shalabi on February 15, 2017 at 06:50 PM

    Hello,

     

    I use jot forms for many of our company forms but the one most frequently used is the PAF or Personnel Action Form for employee change requests. I currently have 3 notifications set up.

    1-to the person submitting the form.

    2-to the person indicated as the 'approver' on the form.

    And 3-a specific department if/when only a specific field is filled out.

     

    The first auto response email is still going to the individual submitting the request. However, about 2-3 weeks ago, the approver(2nd notification) stopped receiving the emails, along with the department that receives emails in the case mentioned in #3 above. I deleted the notifications having trouble and recreated them, thinking that may help and asked our internal IT department to ensure that your emails are not being blocked or caught up in spam. But still no luck. Please help me to troubleshoot this issue, as the system worked great before but now is just as manual as emailing a form to one another. :(

     

    P.S. I am listed as being cc'd on all PAFs submitted and when approved and I'm still receiving them all. If that's of any help. 

     

    Thanks in advance.

     

    -S

    Page URL:
    https://form.jotform.com/51315630378150

  • Profile Image
    JotForm Support

    Answered by Welvin on February 15, 2017 at 10:57 PM

    The email address Tamera.Parkins@aspenpointe.org has been bounced listed which is the reason why the approver is no longer getting the emails. I forgot to save the log, but it says we are blocked on the server. Please ask your IT department about it. Please note that our list of IP Addresses has been updated so maybe they are not aware of it yet. 

    Our list of IP is here: https://www.jotform.com/help/145-Whitelisting-JotMails-IP-Addresses

    Your primary email address is fine, still getting the alerts based on our mail log.

    One last thing, the PDF Attachment is enabled in the form, but you are using a custom sender email. Please note that PDF Attachment will only work when noreply@jotform.com is used. If you got this working then it's fine, but please note that there are cases that the email won't work because of these options. 

    For additional information about the bounce issue, please check the following guide:

    https://www.jotform.com/help/208-How-to-Prevent-Email-Bouncing-Related-Issues