Approval Workflow: Email notifications not sending.

  • Profile Image
    mfurlan
    Asked on May 12, 2021 at 08:52 PM

    Hi,

    Email notifications don't seem to be sending after an approval.

    I've set the email notification in the workflow.

    I've attempted all of these reasons as to why: https://www.jotform.com/help/364-why-am-i-not-receiving-email-notifications#:~:text=It%20could%20be%20due%20to,is%20on%20the%20bounce%20list.

    But no luck

    I know they sent for my very first attempt as I can see in the Inbox:

    1620867060_609c77f424365_

    All other entries/submissions don't have this component and I don't believe I changed anything in the workflow


    Thanks

  • Profile Image
    Jed_C
    Answered on May 12, 2021 at 10:58 PM

    Please allow me some time to test this and I'll let you know here once I found the cause of the issue. Thank you for your patience.

  • Profile Image
    Jed_C
    Answered on May 12, 2021 at 11:19 PM

    I just tried cloning your form and followed one approval path, but I'm unable to replicate the issue.

    First email sent me the approval email:

    1620875604_609c99548ad9a_approve.png

    After clicking the approve button, it redirect me to Inbox and approved the email. Then another email sent to me that it was approved.

    1620875682_609c99a20839a_app2.png

    On my inbox, it now shows that the status is approved.

    1620875759_609c99efda4e1_JotForm Inbox -

    When I tested your form, it doesn't appear in the "Inbox" so nothing to "Approve" and it shows completed, not "Approved".

    I'm not sure if it has something to do with the broken flow, can you try removing that and test again.

    1620875922_609c9a92b50d1_broken.png

    Another suggestion is to try cloning a form and create a single step flow similar to what I have in my sample screenshot above and try submitting the form multiple times to see if the workflow will be triggered every time the workflow condition is met.

    Let us know how it goes.

  • Profile Image
    mfurlan
    Answered on May 13, 2021 at 12:59 AM

    Thank you, Looks like it wasn't to do with the broken flow.

    I've cloned the form and created a new simple workflow and it works well - even when hitting Approve/Deny in the email it opens up the correct page.

    Perhaps the workflow in the original is too complex?

  • Profile Image
    Amin_N
    Answered on May 13, 2021 at 02:08 AM

    Hi again,

    We're glad you've managed to set-up a successful workflow.

    As per this one, complexity is not a reason for it to not work.

    I can see that my colleague has tested it and he couldn't replicate any issues.

    The issue could be if you're testing it being the approver and the submitter at the same time, by not submitting the form in incognito mode.

    I hope I have been of any help.

  • Profile Image
    mfurlan
    Answered on May 13, 2021 at 02:51 AM

    Yes very much, thank you for the options!

    I was using incognito for my Approval email to distinguish from my original browser.

    I have now opened that Approve or Deny email on a different work station (I am using an email address for the approval that's not signed up to Jotform - it was my understanding that this was still possible to accept/deny without logging into the inbox)

    And it appears with this:

    1620888579_609ccc0390733_Signup Jotform.


    Thank you in advance


  • Profile Image
    ashwin_d
    Answered on May 13, 2021 at 04:58 AM

    I would suggest you to please check your "Approval" element in approval flow and check if you have enabled "Require login for approver" property. Please check the screenshot below:

    1620896239_609ce9ef4cbc3_approvarLogin.g

    If you have enabled it, please uncheck the "Require login for approver" property and that should solve your problem.

    Hope this helps.

    Do try it out and get back to us if you have any questions.

  • Profile Image
    mfurlan
    Answered on May 13, 2021 at 09:07 PM

    Hi again,

    Yes the require login for approver was unchecked although it's now showing 'This task has been completed.' - slightly different to above:

    1620954079_609dcbdfb0870_

    I believe it should be showing this screen: (as it does on my cloned form - which has a simpler workflow)

    1620954356_609dccf4eeb9c_

    Any ideas?

    • In the meantime I'll tinker with my original workflow and see if it produces an outcome

    Thanks

  • Profile Image
    mfurlan
    Answered on May 14, 2021 at 01:17 AM

    After a bit more trial and error - it looks like this happens instead when I enter conditional formatting into the workflow

    1620968521_609e04498397e_

    When there is no conditional formatting in the workflow this appears and the workflow approves as it should:

    1620969461_609e07f5a8505_

  • Profile Image
    ashwin_d
    Answered on May 14, 2021 at 03:36 AM

    I did check your form's submission and found that all the submission that you have received shows as completed and only one submission is approved.

    The submission that is approved in your form does not have any department and leave type answer selected. In all the submission in which user has selected "Department" and "Leave Type", they all show status as completed. I believe there is some issue with the workflow that you have added.

    Can you please explain your complete workflow requirement in detail so that we can review the approval flow you have added in form? We can also test it in a cloned form as well.

    We will wait for your response.

  • Profile Image
    mfurlan
    Answered on May 17, 2021 at 03:01 AM

    Yes that's right, the first submission I entered had no if/else conditions and I hadn't created the all of the fields like department which I have now.

    The idea behind the conditions is allowing different heads of department to Approve or Reject for members of their team based on which department is selected on the form

    Ever since I entered if/else conditions - This screen appears after Approving in the email moving it to completed in the inbox :

    1621226936_60a1f5b8f3009_

  • Profile Image
    ashwin_d
    Answered on May 17, 2021 at 04:37 AM

    I would suggest you to please review your approval flow conditions you have added in your form. It appears that if the condition is true, you are sending approval email but there is no process added after it is approved or denied.

    Can we test your form by sending a test submission with the condition you have added in the approval flow?

    We will wait for your response.

  • Profile Image
    mfurlan
    Answered on May 19, 2021 at 02:38 AM

    Hi Ashwin,

    I've replicated the flow from this page: https://www.jotform.com/help/1463-how-to-set-up-an-if-else-condition-element-with-jotform-approvals for one of the conditions for 'Department': (Corporate and Commercial option) and any option in 'Leave Request type' other than Study leave.

    Seems to still go straight to completed.

    Happy for you to have a test


  • Profile Image
    ashwin_d
    Answered on May 19, 2021 at 04:55 AM

    I am not sure what is causing this issue. I cloned your form and adding approval flow to test this issue.

    I will get back to you on this soon.

  • Profile Image
    ashwin_d
    Answered on May 19, 2021 at 05:12 AM

    I have cloned your form and added a conditional approval flow, and it seems to work as expected. Please test the following form and see if it works as expected: https://form.jotform.com/211382570371956

    I have moved this form to your account so that you can review the approval flow that I have added.

    Please test this form again, review the approval flow that I have added and then add the rest of the flow as per your requirement.

    Hope this helps.

    Do get back to us if you have any questions.

  • Profile Image
    mfurlan
    Answered on May 19, 2021 at 09:30 PM

    Thanks, I can see your cloned form on my account but I can't see the Approval workflow hence unable to change the approver to my email to test the outcome

    I can only see my 2 existing approval flows

    Mark

  • Profile Image
    Jed_C
    Answered on May 19, 2021 at 10:49 PM

    I'm unable to create or clone the approval workflow of my colleague so I just took a screenshot for your to follow. Can you please try creating this workflow in the cloned form that my colleague had moved into your account?

    1621478962_60a5ce3215ba2_Approval_ Clone

    Looking forward for your response.

  • Profile Image
    mfurlan
    Answered on May 20, 2021 at 01:19 AM

    Thank you again

    I've replicated your colleagues flow exactly:

    1621486932_60a5ed54547f5_

    and it brings out the correct result when approved:

    With 1. Action Required and 2. Please review this submission

    1621487053_60a5edcdf3b1e_

    When I add a second condition: (The only different condition is a another Department 'is equal to')

    1621487209_60a5ee695d95d_

    When Approved: (it's missing - Action Required and Please review this submission

    1621487290_60a5eeba55ce6_


    This is how the inbox looks:

    1st: Desired outcome - clicking approve in the email opens the required action page in the browser

    2nd: Approving from an email goes straight to completed with no actionable options

    1621487605_60a5eff5d4cd8_

    Thanks

  • Profile Image
    ashwin_d
    Answered on May 20, 2021 at 02:43 AM

    I have moved my cloned form #211382570371956 back to my account. I will add the second flow to test this issue you are having, but it may take some time.

    I will get back to you on this soon.

  • Profile Image
    mfurlan
    Answered on May 31, 2021 at 01:09 AM

    Hi Ashwin, I've figured it out, no need for you to spend any more time on this.

    Thanks