Information not going into PDF

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    Asked on October 28, 2020 at 07:39 AM


    I have a form (link below) with three notifications:

    • Department Review
    • Director Review
    • Customer Care Final

    The form is linked to an external PDF.

    Department Review notification also attaches teh PDF and is filled.

    Director Review notification also attaches PDF and is filled

    Customer Care notification attached the PDF but then information filled in notification "director review and Department review" is missing from the PDF attachment.

    All inform seems to go into the PDF attachment ok until the customer Care final notification is sent out.

    Please see attachments.

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    Answered on October 28, 2020 at 09:05 AM

    Hi, thank you for contacting JotForm support.

    Please note that this condition must be satisfied first before the Customer notification email will be sent.


    Also, could you please tell us the workflow process of your form so we can better understand and assist you properly?

    We look forward to your response.

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    Answered on October 28, 2020 at 09:11 AM

    Managing Director is signed - and then notification "customer care Final" gets sent. This is the final notification. There are no issues with the notifications sending they are ok, however the final PDF attachment in "Customer Care Final" is missing the content.

    Please see below - Notification 2 " Director Review" includes the below Pdf attached:

    1603890542_5f996d6e7f8d8_DIRECTOR REVIEWThe final notification 3 "Customer Care Final" is then received. Bu the PDF attachments doesn't include the information filled out in previous URL submissions. See below is has not dragged the information through onto the PDF from notification 2 "Director Review"

    1603890615_5f996db7b046b_CUSTOMER CARE F

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    Answered on October 28, 2020 at 10:31 AM


    When the manager receives the form the fields that are previously filled are hidden, those fields get cleared when the manager fills the form, could you change the option to clear hidden fields to don't clear?


    If that doesn't work could you change the conditions to show the fields that are sent to the department for the manager as well?

    Looking forward to your reply.

  • Profile Image
    Answered on October 28, 2020 at 11:41 AM

    Thank you i have done that and it has now resolved - however now when director signs and notification 3 "customer care final " gets sent - another notification 2 "Director Review" is also sending again.

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    Answered on October 28, 2020 at 11:57 AM

    Also the PDF has stopped using the fields to name itself - see before and after below.


    1603900634_5f9994da19094_Untitled 2.png


    1603900615_5f9994c756c7b_Untitled 1.png

  • Profile Image
    Answered on October 28, 2020 at 01:41 PM

    I have moved your new question into a separate thread to assist you better. Your issue will be handled here:

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    Answered on October 29, 2020 at 01:49 PM


    I apologize for overlooking your other question. This probably happens, because at that point both the "Signature" and the "Managing Director Signature" fields are filled, so both of these conditions get triggered:


    I assume that the director edits the submission when signing the form? If so, you can add a Get Page URL widget to your form, and set the e-mail to be triggered when the URL contains the word "edit".

    You can follow this detailed guide on how to do this (instead a Show/Hide condition use the Email condition):

    Please give it a go and let us know if you have questions.