Conditional Emails: Email for specific submission was sent twice.

  • Profile Image
    ralixgarth
    Asked on June 23, 2020 at 10:23 AM

    Hi,

    I have been waiting for someone to get back to me for over a month now regarding on an question of 2 level approves.  I still haven't heard back.  This is just unacceptable.


    My new issue is how do we track when people click on the edit submission and approves the request more than once.  We are having duplicates and but on the submission reports only showing submitted once. 


    Thanks,

    Ran Alix-Garth

  • Profile Image
    Bert_A
    Answered on June 23, 2020 at 11:07 AM

    Hello,

    Thank you for reaching out to us again and my apologies for the inconvenience.

    Right now, you can track the changes done on your form submissions only through the email that you'll receive upon the changes made as indicated in the email subject.

    1526905969editedSubmission.png

    Other than that, we currently don't have a way to highlight the submission changes.

    We may open a feature request for this if you want, although we cannot provide an ETA, we would keep you updated via this thread. 

    Let us know if you would like to proceed. 


      

  • Profile Image
    Ran
    Answered on June 25, 2020 at 10:21 AM

    Ok, the reason why I asked this question is because we have 2 specific requestors whose submissions are duplicating.  They are not resubmitting it but we are receiving their requests twice.  Do you have any thought on this?

  • Profile Image
    Carlos_C
    Answered on June 25, 2020 at 11:13 AM

    Hello,

    Thank you for your message.

    We have 2 options to resolve this issue:

    1. You can set up the Unique questions, if a user submits the same response they will see a message, guide How-to-set-Form-Limits-Based-on-a-Unique-Question.

    2. Also, Yyu can remove the edit link and share the edit link to individual users who are responsible for their respective forms. How-to-Edit-the-Email-Template-for-Notifications-and-Autoresponders.

    If you need any further assistance, please let us know. We will be happy to help.

  • Profile Image
    ralixgarth
    Answered on June 25, 2020 at 11:33 AM

    They are not resubmitting the request at all.  When I run the submission report, it only show it's submitted once.  But we are receiving duplicate on 2 different days.  The approver only approved once as well. 

  • Profile Image
    ashwin_d
    Answered on June 25, 2020 at 12:54 PM

    I would request you to please share the submission ID for which you have received submission email twice. The following guide should help you how to find submission ID: https://www.jotform.com/help/549-Where-to-Find-the-Submission-ID

    I would also suggest you to please share a screenshot of both the emails you have received and it will help us investigate the issue. The following guide should help you how to upload image in forum post: https://www.jotform.com/help/438-How-to-Post-Screenshots-to-Our-Support-Forum 

    We will wait for your response.

  • Profile Image
    ralixgarth
    Answered on June 25, 2020 at 01:01 PM

    Submission ID is: 4687219255511079991 
     
    Here is the picture of us receiving it to the our Inbox twice.  
     
    1593104478dupls.jpg
  • Profile Image
    ashwin_d
    Answered on June 25, 2020 at 02:02 PM

    Thank you for sharing the screenshot. Please note that you are not receiving two emails for same submission. The submission email that you have received was sent after the submission was edited. Please note that when submissions are edited, it will trigger the emails to be sent again. 

    If you do not want the emails to be sent when submissions are edited, I would suggest you to please edit your form's notification email alert and disable "Send on Edit". Please check the screenshot below:

    1593107968sendOnEdit.gif

    It seems you have added condition in form to send email based on approval status. Please note that such workflow requires "Send On Edit" to be enabled. 

    I would suggest you to please explain your form condition requirement in detail, and we will see if your form's condition can be changed to resolve this issue. 

    We will wait for your response.

  • Profile Image
    ralixgarth
    Answered on June 25, 2020 at 03:45 PM

    Hi, I understand that that our Send on Edit needs to be enabled for our approval routing to work.  It's so weird that this is only happening to the isolated to 2 requestors that are in the same department.  We are very puzzled with what's going on with this.  I did research it myself by running submission reports and I don't see the duplicates. 


    Let me ask you this, if they click on the "edit submission" multiple times but doesn't submit it, will that trigger multiple submissions? 

    Thanks.

  • Profile Image
    FelipeSantana
    Answered on June 25, 2020 at 05:27 PM

    Hello @ralixgarth,

    Thank you for your response.

    To answer your question, no, clicking the 'edit submission' link will not trigger an email or duplicate submission. The form will need to be submitted in order for it to register in our system and then send out the proper emails.

    Based on your screenshots, it seems that the duplicate emails are coming from the AccountsPayable Final Email. You may want to inspect the conditions that handle this email being sent.

    It is also possible that the person editing the form submission may have re-submitted the form more than once and hence the email is sending duplicates.

    If you would like us to troubleshoot your form further, I do suggest that you provide us with a short description of your approval process so we can test it in our end. You can always review the user guide for our approval process workflow for more information as well. A-General-Approach-on-Building-an-Approval-Process-Workflow

  • Profile Image
    ralixgarth
    Answered on June 25, 2020 at 05:35 PM

    Would you able to review the condition set up in the form?  If not, how can I send you an link with the screenshots?

  • Profile Image
    Bert_A
    Answered on June 25, 2020 at 07:42 PM

    Hi there,

    I did some tests on a copy of your form and looked further into your conditions logics.

    Here are my findings that I'd like you to check on your end.

    I see that you have 2 email fields on your form 1 for the requestor and another for the approver.

    Based on your condition, the approver's email field is supposed to be assigned to specific recipients if left empty.



    Is it possible that your requestor may have incorrectly entered their own same email address that they entered in the requestor's email address field to the approver's email address field? Hence, they receive another email?


  • Profile Image
    Ran 
    Answered on June 26, 2020 at 07:48 AM

    No, that is not possible.  You can see this in the submission reports or I can attached PDF.  

  • Profile Image
    roneet
    Answered on June 26, 2020 at 08:15 AM

    May we know, how are those two requestors editing the form? Are those users submitting the form via the mobile browser?

    Could you please share further information on this.

    We looking further to your response.

    Thanks.

  • Profile Image
    Ran
    Answered on June 26, 2020 at 08:19 AM

    Hi, I’m pretty sure it’s done on a laptop.  

  • Profile Image
    Bojan_J
    Answered on June 26, 2020 at 08:27 AM

    Greetings and thank you for additional information.

    Can you please let us know are you able to see duplicate submissions from the Sheets page as well, or you only receive multiple emails?

    Can you please try to disable Allow Browser AutoComplete by opening form settings tab, selecting Show More Options and scrolling to the bottom of the page:

    Please let us know if you notice any duplicate submissions after this.

    Thank you for your cooperation. 

  • Profile Image
    ralixgarth
    Answered on June 26, 2020 at 09:00 AM

    Ok, this is getting frustrating from conversation with multiple different people and same question has been asked.  Please do your due dilligency to this thread of chat before asking me for the same question! 

  • Profile Image
    Bojan_J
    Answered on June 26, 2020 at 09:40 AM

    Thank you for your reply.

    I apologize for the inconvenience.

    I have looked for this and other tickets, and I was not able to find suggestions for this solution.

    I have tried to locate the submission 4687219255511079991, but I was not able to. Can you please let us know have you removed it? Additionally, are you seeing multiple entries from the Submissions, or you only receive multiple emails.

    Thank you for your cooperation. 

  • Profile Image
    Bert_A
    Answered on June 26, 2020 at 10:45 AM

    Hi,

    Apologies for the inconvenience.

    The message IDs you have sent to us are inaccessible on our end unfortunately, would you mind sending a screenshot instead?

    How-to-Post-Screenshots-to-Our-Support-Forum

    We really want to get this issue resolved for you.

  • Profile Image
    ralixgarth
    Answered on June 26, 2020 at 11:42 AM

    Here is the screenshot of the email source.  Let me know if this is what you are looking for. 

    1593186114Message-ID.JPG


  • Profile Image
    Kevin_G
    Answered on June 26, 2020 at 01:30 PM

    I've been checking your account email history and comparing the data with the conditions you have configured, but as far as I can see only one email should have been sent as you mentioned, I can see however that 3 emails have been sent to the email address "A***unt***yable@s***eh***.edu". 

    Unfortunately, there is no way to see a log of changes for the submissions edit, so we cannot confirm if the user intentionally edited the submission or not. 

    I'm escalating this to our back-end team, so we can get some assistance checking this. We will keep you updated via this ticket. 

    Thanks.