We are missing a school/category from submissions

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    slespinasse
    Asked on November 06, 2017 at 09:00 AM

    Hi,

    We have a work order form where the user selects their school or department.  One of the schools (Stony Lane) is not showing up in the submissions.  We are puzzled.  Any suggestions?

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    onur
    Answered on November 06, 2017 at 09:07 AM

    Hello,

     I've checked your form and it has some submission conditions. And none of them includes Stony Lane.


    1509977196Screen Shot 2017-11-06 at 5.06


    You could re-check your conditions to receive submission email when school is Stony Lane.

    Hope that helps,

    Regards.

  • Profile Image
    slespinasse
    Answered on November 06, 2017 at 01:38 PM

    Thank you, but there are other schools that do not have conditions, like East Brook or Parkway.  There are a lot of submissions that were in there for Stony Lane, how can we access them?

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    aubreybourke
    Answered on November 06, 2017 at 02:29 PM

    You can view your submissions using this guide:

    How to View Form Submissions

    Or you could try and download your data in Excel format:

    How to Export Form Data to Excel  

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    slespinasse
    Answered on November 07, 2017 at 08:03 AM

    I have tried sorting and searching on the submissions page, downloading the excel file, and downloading the CSV.  One work order appears that was entered yesterday.  All of the rest are missing. 

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    aubreybourke
    Answered on November 07, 2017 at 09:13 AM

    I have escalated this issue to Level 2 support. They will look into this matter and reply as soon as it is possible.

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    Rose
    Answered on November 08, 2017 at 07:30 AM

    We are sorry for this inconvenience. 

    I checked your form once again, here is my findings and questions:

    1. You have 8 notifications and all of them are conditional notifications:

    1510140652Screen Shot 2017-11-08 at 14.3

    1510140622Screen Shot 2017-11-08 at 14.3

    2. According to your conditions: 

    Peter, Kathleen and Stacey will receive related notifications once the school selection is any of the ones below. 

    1510141000Screen Shot 2017-11-08 at 14.4

    1510141017Screen Shot 2017-11-08 at 14.4


    Bill, Kathleen and Stacey will receive related notifications once the school selection is any of the ones below. 

    1510141483Screen Shot 2017-11-08 at 14.4

    1510141504Screen Shot 2017-11-08 at 14.4


    Willie, Kathleen and Stacey will receive related notifications once the school selection is any of the ones below. 

    1510141527Screen Shot 2017-11-08 at 14.4

    1510141581Screen Shot 2017-11-08 at 14.4

    What about the following selection? Who will receive the notifications?

    1510141603Screen Shot 2017-11-08 at 14.4

    In addition to this, you have conditions only for 2 selections for the Select IT category field. Then, what about other selection? Who will receive the notification?

    1510142374Screen Shot 2017-11-08 at 14.5

    1510142396Screen Shot 2017-11-08 at 14.5

    Furthermore, you have a condition as below which is defined for the unique ID widget. This conditions works in the way that, whatever your user selects for any of the fields, the Google Work Order Email notification is sent. This is because, the unique ID widget starter index is already greater than 1000. So, this condition will be triggered for every submission. This actually answers my questions above regarding the selections not defined under any of the conditions. 

    For example, Who will receive which email for the below selections?

    School: Parkway

    Select IT category: Software

    The answer is that worders@paramusschools.org will receive the notification email. Because,only the condition 4 (if case is greater than 1000) will be met and triggered due the unique ID widget index. 

    1510142430Screen Shot 2017-11-08 at 15.0

    That's why, you need to check this email address for the submissions belongs to Stony Lane selection of School field.

    In addition to that, I checked your submission page and I saw that there is only one submission where the school information is selected as "Stony Lane" and here is the email received by worders@paramusschools.org.

    1510142448Screen Shot 2017-11-08 at 15.0

    So, my question is that how you are sure that you have more than one submission for Stony Lane selection?  Could you please send us the proof for the missing submissions you are referring? If there are more than one submisison for Stony Lane selection, we should have seen it on the submission page. However, If there are actually missing submissions, we need to know the submission ID or the email you received for those in order to investigate it further? Otherwise, it seems that nothing wrong with your submissions. 

    I hope, this helps you. Please send us the information you have which can help us to find these missing submissions. For now, I cancelled the ticket.  Following your reply, we will update the ticket and assign it to one of our developers for a further investigation in the light of missing submissions details provided by you.  


     Thank you in advance for your cooperation. 

  • Profile Image
    slespinasse
    Answered on November 08, 2017 at 08:17 AM

    Not all of the schools have notifications set up, but we should still have a record of the submissions in the downloads or on the submissions page.  Here is a copy of the most recent work order report that we generate using the CSV download and MS Access.  Stony Lane work orders are on the last page.  Just FYI, this report only contains schools for one technician, who does not receive notifications, but all of the other schools are accessible.

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    slespinasse
    Answered on November 08, 2017 at 08:30 AM

    I checked the worders@paramusschools.org e-mail.  We have not received any submissions for Stony Lane there since September 12th.


    1510147804Stony912.JPG

  • Profile Image
    slespinasse
    Answered on November 08, 2017 at 08:45 AM

    I found the CSV download for the report referenced above.

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    Rose
    Answered on November 08, 2017 at 09:10 AM

    I compared provided documents with your form submissions and I can confirm that the submissions for Stony Lane, being on the document provided by you, are not being in the submission page.  This is because, the submissions were deleted. 

    For example, lets check some of them:

    1. The following screenshot is taken from the CSV file you have sent:

    1510149788Screen Shot 2017-11-08 at 17.0

    When I checked out this submission ID (3847569526017334840), yes it is not in the submission page. Because, it was deleted according to your account history:

    1510149869Screen Shot 2017-11-08 at 17.0

    2. Now, check the following submission. The screenshot is taken from the CSV file you have sent:

    1510149964Screen Shot 2017-11-08 at 17.1

    When I checked out this submission ID (3843311046012639800), it is seen as deleted according to your account history:

    1510150047Screen Shot 2017-11-08 at 17.1

    As far as I checked, you have deleted so many submissions from your form as you can see here:

    1510150090Screen Shot 2017-11-08 at 17.1

    You can check your account history by following steps in the user guide and find the deleted submissions for Stony Lane. 

    https://www.jotform.com/help/370-How-to-View-Your-Account-Activity-Logs

    If you need any further assistance by our side, please feel free to contact us.

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    slespinasse
    Answered on November 08, 2017 at 09:38 AM

    Ok, we will look into this.  Thank you for your help.