User receiving multiple email notifications

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    thaines
    Asked on September 25, 2017 at 03:15 AM

    Hello

    I have a form set up so that once certain fields are selected (e.g. department) then it goes to the appropriate member of staff. For some bizzare reason we have one user who seems to be receiving a large number of forms that aren't related in any way to her. I've checked all the conditions/emails and she's only set up for two, yet she keeps receiving ones meant for other departments. I have tried removing all emails/conditions and re-doing them all however she is still having the issue.

    Please help!

    Tom

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    Chriistian
    Answered on September 25, 2017 at 05:12 AM

    Can you please provide us the more details about the issue? Are you experiencing the issue on this form? (http://www.jotformeu.com/form/60551616572354). Have you tried clearing your form's cache to see if it helps?

    I checked the form and I noticed that there are lots of Email Notifications and Email conditions that was set up. Could you please tell us which email address is receiving the multiple email notifications? It would be better if you could provide us further details so that we can further investigate the issue.

    We'll wait for your response.


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    thaines
    Answered on September 25, 2017 at 05:20 AM

    Hi Chriistian

    Yep, it is that form. There is indeed quite a lot of emails and conditions. The email address in question is sjames@trinity.newburyacademytrust.org. I have just tried clearing the cache so will let you know if this helps.

    Thanks

    Tom

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    Jenny
    Answered on September 25, 2017 at 07:04 AM

    Do you have any updates considering the issue? If your problem still persists please let us know.

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    thaines
    Answered on September 25, 2017 at 07:13 AM

    It's difficult to say as it's quite sporadic. I will find out from the teacher whether she has had any more today or not

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    thaines
    Answered on September 25, 2017 at 09:31 AM

    I have just checked with the member of staff and she is still receiving them

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    Jenny
    Answered on September 25, 2017 at 10:39 AM

    I have checked your form and it seems that you have lots email notifications and conditions. Could you please be more specific about the field that you are having an issue with?

    I could not find any field named department. Are you referring one of the choices of multiple choice field?

    Please help us locate problem specifically by giving more details. We will be waiting for your response.

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    thaines
    Answered on September 25, 2017 at 11:18 AM

    I'm unsure what field is causing the problem. The ones related to sending an email to a member of staff is House, Subject and Year group.

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    Chriistian
    Answered on September 25, 2017 at 12:05 PM

    I checked your email notification setup and I noticed there is two email notification that is set up to be sent to the email address you mentioned sjames@trinity.newburyacademytrust.org. One email is conditionally being sent while the other will always be sent. 

    So the email address will receive two email notification when the subject is set to Performing Arts. As per checking the Email History of your account, the email sent to the email address seems to be fine.

    You can check the Email History of your account on your end by following the instructions provided in this article: How to view all your form Email History. If you can provide us a sample screenshot of the email received that was not meant for the email address then that would be of great help. To attach a screenshot on this thread, just follow the instructions provided in this guide: How to Post Screenshots to Our Support Forum.

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    thaines
    Answered on September 26, 2017 at 03:33 AM

    Attached is a screen shot of the email she received which she shouldn't have got

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    Chriistian
    Answered on September 26, 2017 at 05:16 AM

    Thank you for providing the screenshot image.

    I can see that the email she received was on Fri, 22 Sep 2017.

    As per checking your form now, I noticed that you have now set up the email condition for 11G1.

    With this, it should help to solve the multiple email notification issue since you are have now set your form that only if the subject is equal to Performing arts and if Tutor group is equal to 11G1 then send the email notification to ( sjames@trinity.newburyacademytrust.org).

    However, if the problem still persists, please let us know.


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    thaines
    Answered on September 26, 2017 at 05:35 AM

    Thanks Chriistian - it appears that I missed her off the condition list, so this must have been why she was receiving all emails! Hopefully it's now all sorted.