Conditions>>Change Email Recipient: conditional email to multiple recipients arrives as if it was sent individually.

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    sociologyhr2016
    Asked on November 02, 2017 at 11:10 AM

    Good morning,

    We just upgraded to a paid account and my understanding is that we can send 1 notification to multiple recipients at once so that when someone hits "reply-all" it goes to that appropriate group. I do have conditions setup based on the user responses as well.

    I cannot seem to get the multiple recipients email functionality to work unless I make a brand new form (which I hope I dont have to do but will if absolutely necessary) Cloning the form did not seem to work either. The form in question is the "Faculty Leave of Absence".  Any advice would be greatly appreciated.

    Specifically we hope to have the Notifications named "Chair Approval" and "Vice Chair Approval" to have everyone "cc'd" so that the Chair/VC can simply reply all approve/deny or email with additional questions.

    Thank you!

     

    Kristen Walker

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    BDAVID
    Answered on November 02, 2017 at 11:39 AM

    If you have created conditions to trigger the notifications, the recipients that you have listed inside the notification settings will not get any email, because the conditions forces to send the notification only to those recipients listed within the condition statement.

    So, instead of adding the multiple recipients inside the notification "Recipient" settings, simply add them in the condition:

    1509637002recipients.png

    Please make sure to list them separated by a comma and space, example:

    email1@domain.com, email2@domain.com, email3@domain.com

    Note: no comma and space after the last recipient is needed.

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    sociologyhr2016
    Answered on November 02, 2017 at 11:51 AM

     I should have clarified that from the beginning. I had also added them to the condition as well. Thanks very much for your help.

    Update: To clarify it does not work even with the conditions there but if I create a brand new form from scratch following the same logic/conditions/etc, it works fine. Is this a possible bug due to the fact that the old form was made before we signed up for a paid account? As I mentioned earlier, I tried cloning the form but that did not work either. Do I need to build from scratch? 

    Thanks again for any advice!

    1509637635ConditionCapture.PNG

  • Profile Image
    Kiran
    Answered on November 02, 2017 at 12:07 PM

    If any notification or autoresponder are set with the conditions, please note that the email will be sent only when the rules set in the condition are passed.

    Hope this information helps! Please get back to us if you need any further assistance. We will be happy to help. 

  • Profile Image
    sociologyhr2016
    Answered on November 02, 2017 at 12:13 PM

    Hi Kiran, 

    The emails are being sent, but individually. We would like the conditional notification to send to multiple recipients at once. I know this was not possible until we purchased a paid account which is a part of why we purchased a plan yesterday:  https://www.jotform.com/help/39-Send-Notifications-to-Multiple-Recipients 

    It just seems like the forms that were made before our account had a paid plan still cannot send to multiple users, only brand new forms we make under this account seem to work.


    Thanks again and looking forward to any advice.

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    Kiran
    Answered on November 02, 2017 at 12:27 PM

    I have checked your JotForm and see that there is a condition set to send the email to multiple recipients when the email address is iwmartin@ucsd.edu.

    150963997202112017_215525.png

    However, as I check the form submissions, I see that there are no recent submissions with this address in the email address field. Since you have upgraded the account today, we request you to send a test submission with the email address in the email field and see if the notifications are sent to all the recipients mentioned.

    Please get back to us if the issue still persists. We will be happy to assist you further. 

  • Profile Image
    sociologyhr2016
    Answered on November 02, 2017 at 12:52 PM

    Hi Kiran,

    We just submitted two test cases to trigger each condition for the Chair/Vice Chair Approval notifications. Both sent the notifications individually instead of as one multi-recipient email. The logic works correctly for the conditions, but we just can’t seem to trigger the multiple recipient perk on this old form. It works fine sending to all recipients at once when I make a brand new form using similar conditional logic.  



    Many thanks for your input and time, please advise.

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    ashwin_d
    Answered on November 02, 2017 at 01:35 PM

    This is strange that the issue only happens with this form and works fine in any new form you create. 

    I did test your form by sending a test submission and as per our email logs the submission email was sent correctly with multiple recipients. Please check the screenshot below:

    1509644015multipleRec1.png

    1509644056multipleRec2.png


    I would suggest you to please check your email inbox and see if you have received submission email with multiple recipient emails.

    We will wait for your response.

  • Profile Image
    sociologyhr2016
    Answered on November 02, 2017 at 01:47 PM

    Hi there,

    Unfortunately it was still sent individually. :(  I am perplexed as well. The only thing I can think of is that there is something that triggers this form as being a "free" account form somehow. I am not sure how it works on the backend for Jotform or if I am truly missing something.

    I am going to test one of our other "old" forms that were already in use before we had the paid account and see if I still see the same issue with no multi-recipients.

    Thank you.

    Cheers,


    Kristen

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    BDAVID
    Answered on November 02, 2017 at 02:14 PM

    So, when you say "it was still sent individually.", do you mean that each recipient does not see the other recipients that received the same notification?

    1509646452test.png

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    sociologyhr2016
    Answered on November 02, 2017 at 02:16 PM

    We had one other form that had conditional emails before setting up the paid account and I cannot get them to send to mult-irecipients either, only individually. We also have an old form that did not have any conditional emails before, and when I set them up today to test, they work correctly for multi-recipients. I am not sure if this helps or not but still not sure what to do about my original form in question.

  • Profile Image
    sociologyhr2016
    Answered on November 02, 2017 at 02:18 PM

    Hi David,

    Yes that is correct, each recipient still cannot see the others that received the same notification. I can make this work using the same logic if I create a new form from scratch but on the current form in question, nothing seems to work.

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    Kiran
    Answered on November 02, 2017 at 02:49 PM

    I have just made some changes to the conditions on the form by removing the blank spaces between the email addresses. As I sent a test submission, the notification seems to be sent to all the recipients. 

    150964853003112017_001314.png

    Could you check once again and confirm? Please get back to us if the issue still persists. We will be happy to take a look again. 

  • Profile Image
    sociologyhr2016
    Answered on November 02, 2017 at 02:59 PM

    Unfortunately the recipients still received the notification individually. :(


  • Profile Image
    Marvih
    Answered on November 02, 2017 at 03:44 PM

    Could you please check again ?

    1509651523362.png

    I made some changes on your email notification by adding a duplicate email notification of "CHAIR APPROVAL" , I also duplicated 1 condition that will trigger the clone of "Chair Approval" email notification.

    1509651805365.png

    Please check if you still receive the notifications individually. 

  • Profile Image
    sociologyhr2016
    Answered on November 02, 2017 at 04:31 PM

    Hi there, there is still no change in outcome on our end. 

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    BDAVID
    Answered on November 02, 2017 at 05:23 PM

    Please share a screenshot from the last notification you received from your form(https://form.jotform.com/61037019052142), where it shows the details of the email(From, Reply-to, To, Date, etc.), so we can compare it with our mail logs, and report it to our back-end team if needed.

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    sociologyhr2016
    Answered on November 02, 2017 at 08:54 PM

    Hi there,

    Below is what each recipient received listed under the condition for the Chair Approval. There was no ability to reply-all. I actually went ahead and rebuilt the form from scratch and the results have been the same so it must be something with my conditions. Looking forward to any further advice.


    1509667990CaptureEmail.PNG


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    BDAVID
    Answered on November 02, 2017 at 10:20 PM

    Thanks, I have reproduced the issue on your form by adding my email in the recipient list of the notification, and even though the mail logs shows that it is being sent to all the recipients:

    1509675422recipients_001.png

    It stills comes as if it was sent individually:

    1509675488test_001.png

    I have reported this to our developers. You will be notified via this thread when it gets fixed.

  • Profile Image
    sociologyhr2016
    Answered on November 02, 2017 at 10:38 PM

    Thank you again for looking into this for us and so quickly. We are excited to roll out more jotforms (I've been a huge fan for several years) with similar mechanisms in our efforts to streamline dept processes. 

    Havea great evening!

    Kristen Walker

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    Helen
    Answered on November 06, 2017 at 09:31 AM

    Hello Kristen,

    Thank you for contacting us.

    I have checked your Notification Email and could see that you have sent PDF attachment with the e-mail.  I want to inform you about if you send the e-mail with any attachments, e-mails will be sent individually because of our security concern.

    Thank you for your understanding.

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    sociologyhr2016
    Answered on November 07, 2017 at 02:33 PM

    Hi Helen, 


    I just turned off the pdf attachment option from all notifications in the "advanced" settings and submitted a test submission but we are still receiving notifications individually. Please advise.


    Thank you,


    Kristen

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    Kiran
    Answered on November 07, 2017 at 02:55 PM

    @Kristen,

    Could you try creating a new notification for testing purpose on your form and see how it works? Let us know how it goes. 

    We will wait for your response. Thank you! 

  • Profile Image
    sociologyhr2016
    Answered on November 07, 2017 at 05:05 PM

    Hi Kiran,

    I made a new test notification from scratch w/o PDF as attachment but still had the same individual results unfortunately.

    Kristen

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    BDAVID
    Answered on November 07, 2017 at 05:11 PM

    I have cleared your forms cache, can you try one more time? If the issue persist, we will let our developer know about it.

  • Profile Image
    sociologyhr2016
    Answered on November 07, 2017 at 05:18 PM

    Just submitted another test run but still individual status. :( Thanks for everyone's continued help on this. 


    ~Kristen

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    Marvih
    Answered on November 07, 2017 at 05:38 PM

    Thank you for testing out once again. I have mentioned @Helen to check this issue again.

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    Helen
    Answered on November 08, 2017 at 01:44 AM

    Hello Kristen,

    Let me explain our e-mail policy. We are not permitted the send email to multiple recipients with entire TO addresses under normal conditions. We must send the emails to recipients individually.

    So, if your Notification email has multiple recipients, we will send the emails to this recipients individually.

    However, if your email has one recipient and you are sending the emails to multiple recipients through condition without any attachment, we will be sending this email to all email addresses on the TO. It's a missing bug on our side and we will fix it later. So, your email will send individually in this scenario, too.

    I hope it helps. Thank you,

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    sociologyhr2016
    Answered on November 08, 2017 at 11:11 AM

    Hi Helen,

    I am not quite sure I understand either scenario. Do you have examples of the differences between what you are describing? Do you have this policy written anywhere on the website regarding "We are not permitted the send email to multiple recipients with entire TO addresses under normal conditions. We must send the emails to recipients individually." ?

    I still don't see how what we are trying to do is different than this: https://www.jotform.com/help/39-Send-Notifications-to-Multiple-Recipients  

    Is there any way for our jotforms to work with multiple recipients at this time or should we request a refund? The primary reason we paid for a subscription was to access the feature above. 


    Thank you,


    Kristen

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    Kiran
    Answered on November 08, 2017 at 12:35 PM

    The email policy mentioned is not publicized and it may be a technical policy. However, with the statement 'if your email has one recipient and you are sending the emails to multiple recipients through condition without any attachment, we will be sending this email to all email addresses on the TO.' I understand that if a notification with attachment is having only one recipient and set with a condition to send to multiple email addresses will be sent to all the email addresses specified in the condition. Please try removing the additional email recipients from the notification and see if the email is sent to all the email address mentioned in the condition.

    Additionally, your response has been received by our backend team and I'll let Helen answer your questions regarding the examples and email policy.

    We appreciate your patience and understanding.

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    sociologyhr2016
    Answered on November 17, 2017 at 01:24 PM

    Hi Kiran, I have tried what you have described but no luck on this. If this issue cannot be resolved by Jotform developers and is a "bug" as Helen mentioned, we would like to cancel the Bronze plan. Unfortunately that was one of the major reasons we upgraded.  


    Thanks so much for your time.


    Kristen

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    Kevin_G
    Answered on November 17, 2017 at 01:44 PM

    I'm afraid that this will not change due to the policy explained above by our developer. The bug that currently includes all the emails in the "to" section will be eventually fixed too. 

    As per your request we can cancel your subscription and also a refund will be issued due to the 30 days money back guarantee. Before to proceed I would just like to confirm if you still need your subscription cancelled. 

    Please let us know.