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    Notifications based on conditions are sent to the wrong email

    Asked by relate on June 05, 2013 at 11:38 AM

    I have set up a form for registration for small groups at our church.  When someone chooses a group out of the dropdown and submits the registration, I have a condition set up to email the leader of that group.  Right now, some of our leaders are not receiving the emails & I have one leader that is receiving an email for every person that registers, regardless of the group they choose.  I have gone back & checked my conditions & everything looks correct.


    What could be the issue?

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    Answered by KadeJM on June 05, 2013 at 12:50 PM

    From what I understand about your issue they are basically not receiving the emails upon submission. I think that this is happening because there are no corresponding Email Notifications. I only see one that corresponds which explains why it is partly working. You will need to create additional email Notifications to send this to those that are not listed on your Email Alerts and they will then become listed as a Conditional Email.

    I only saw 2 emails listed which are probably the 2 you are receiving the notifications okay at. I would like to suggest making a Email Notification for each of them separately. You should then see each of these become associated as a Conditional Email to match your Conditions so that it knows where to send it.

    (1.) office@xxxxxxxxxxx

    (2.) fonzie@xxxxxxxxxxx



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    Answered by relate on June 05, 2013 at 01:55 PM

    I think the issue is a little more complicated than what you have responded.  I have used it like this for a few years without a problem.  The way I have had it set up in the past & the way it should be set up now is when someone registers for a group, the person registering gets the Notification, "You Are Registered!".  That is working fine.  Then the Notification, "Someone Registered For Your Group" is sent to the 2 emails you have listed above, along with the group leaders emails that are based on the conditions as seen above.  That is worked fine in the past.  What is happening this week is that 2 email addresses listed above are receiving the Notification, but the other emails listed in the conditions are not.  

    And to throw another wrench in it, another email address which is listed under one of the groups above is receiving every "Someone Registered For Your Group", regardless of the Condition. And it is not one of the 2 emails listed above.  

    Did something change on the way this works?  This is how I have set it up in the past without any issues.  I have never had to do multiple notifications...just have the one "Someone Registered" & then change who gets that email based on the conditions as seen above.


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    Answered by KadeJM on June 05, 2013 at 02:48 PM

    Thank you for further clarification about the problem. I do know that we've updated and added a few new features into the Conditional Logic Wizard for your Condition Rules so there is a chance that during that time this may have affected your forms slightly. I ran a test to check this and I think I've figured out the problem out. I think it's reversed in your case then according to what you are telling me where the two that you have listed in the notification are actually the ones not receiving the notifications then? (The two I mentioned above correct?)

    (1.) office@xxxxxxxxxxx

    (2.) fonzie@xxxxxxxxxxx

    If not can you please specify which of your emails are not recieving the notifications then?

    I think the conditions are overriding your Email Notifications that you have listed under the Email Alerts. So I would like to recommend that if you can try group adding them into the Conditional Rules you have listed.

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    Answered by KadeJM on June 05, 2013 at 02:56 PM

    My fault, I forgot to explain my referenced image above. The breakdown for that is I did a total of 4 tests in the image above. The first 2 tests I had an Email Notification (Conditional) going to my gmail via 2 sets of Conditional Rules as well as yahoo. Note Test 1 and 2 only went to Yahoo Mail. Now in the second test I grouped them as 2 Actions but only Test 3 went Gmail this time around and the yahoo one did not since it got overriden due to conflict in the rules even though 2 emails were listed still. However, then I applied it as a single condition rule similar to how emails are used in multiples on an email notification and that is when I received the 4th to both email addresses. I just used a simple form (http://form.jotform.co/form/31556022490852) to check the use of Conditional Emails even though I know yours is more complex.

    Please let us know if you are still having problems and if you don't mind we may need to do some further testing on a clone of your form if that is okay with you?

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    Answered by relate on June 05, 2013 at 03:20 PM

    Still not sure if this fixes it: Both email addresses...fonzie@"" and office@"" receive all the "Someone Registered" notification.  It is the other emaill addresses on each of the conditions that are not receiving any of those notifications.

    There is one exception...there is an email on the Group "Lunch Bunch" in the above image, sofmin@"", that is for some reason receiving every notification for every group registration regardless of the condition.  That email address is only listed on that one condition.

    I am wondering if I just need to delete all of my condtions & start over.

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    Answered by KadeJM on June 05, 2013 at 04:04 PM

    Thanks for letting me know. I decided to do a test on a clone of your form and I removed all of the email address you had listed in your Conditions on the Clone then I placed mine. All 12 of your conditions when I checked this for each of them via a test notification worked so I don't think there is anything wrong with your Conditions.

    At this point I am thinking that this may be more related to the Email Host you are using Especially if a Custom Email Domain is being used. You may want to have those that are not receiving the email notifications check their spam/junk folders. Additionally I would like to refer you to this guide which may help - https://www.jotform.com/help/208-How-to-setup-email-alerts-to-prevent-email-bouncing-related-issues.

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    Answered by relate on June 05, 2013 at 04:54 PM

    Deleted all my conditions & then added them back & everything is working the way it is supposed to.

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    Answered by pinoytech on June 05, 2013 at 04:58 PM

    Glad to hear that everything is working fine now. Feel free to contact us again if you need our assistance at anytime.

    Have a nice day!