Approval Email - stop More Actions button automatically approving the form

  • Profile Image
    helenselman
    Asked on June 15, 2021 at 04:46 AM

    I have setup an approval form with 3 options (approve, deny, more information required). When the More actions button is clicked it automatically approves the button. How do I stop this as it isn't the desired behaviour. Only the Approve button should automatically approve it!

    Thanks

  • Profile Image
    KrisLei
    Answered on June 15, 2021 at 08:26 AM

    Hello,

    I have cloned your form and made a test submission. However, I can't replicate the issue from my end when I chose 'More Information Needed' as the action the submission remained in the 'In Progress' status, and I have received the email notification as well to Approve or Deny the request:

    1623759582_60c89ade45b94_Screenshot_0615

    Are you still experiencing this issue? Kindly provide us with additional information if there are additional steps to produce the problem you are experiencing to assist you further?

    Thank you. Looking forward to your response.

  • Profile Image
    helenselman
    Answered on June 15, 2021 at 11:28 AM

    Hello,

    Thank you for investigating. I have just tried it again and it approved when I clicked more options. Please see the attachments showing the Task pop up that appears top right and the status.

    Could this be a bug in my form that means it should be recreated? It's frustrating to get to the bottom of! :)

    1623770710_60c8c656274ad_

    1623770683_60c8c63b8f604_

    Thanks for your help

    Helen

  • Profile Image
    taylor
    Answered on June 15, 2021 at 04:57 PM

    Hello Helen! 👋

    Just to confirm, here is a video of me clicking the More Information Needed button in the cloned form's Inbox. After clicking the button and waiting 5 seconds, it moves to the next step where I need to Approve or Deny the submission.

    1623790007_60c911b7cff35_moreinfo.gif

    It sounds like your experience is when you click the More Information Needed button, the process shows as Approved. Is that correct? Also, is this the form that you're referencing? If this is what's occurring please let us know, we can get this issue escalated to our backend team as I'm not seeing any glaring issues in the logic of the Approval flow.

    Thanks!

  • Profile Image
    Helen 
    Answered on June 15, 2021 at 05:17 PM

    Hi Taylor,

    Thats the correct form.

    Almost. The issue seems to be when you click the "More Actions" button in the approval email that is sent. It opens the inbox but it also processes the form as approved automatically rather than just opening the form to allow the approver to review the details and decide the correct course of action (which is likely to be "More Information" otherwise they'd have approved/ denied from the email).

    I'm also struggling with this workflow and

    how to delay the second approval email triggered after the edit submission/ add more information email to the responder. Ideally this needs to be delayed until after the responder has updated the form. Without a loopback option to restart the approval how can I achieve this?

    Does these both make sense?

    Thanks,

    Helen

  • Profile Image
    Yau_C
    Answered on June 16, 2021 at 01:18 AM

    Please allow me some time to check. I will get back to your soon, thanks.

  • Profile Image
    Yau_C
    Answered on June 16, 2021 at 01:29 AM

    There seems to be errors in your approval flow:

    1623820901_60c98a657d832_

    I have tried to delete the disconnected 'if else' but not able to.

    Secondly, the way you wire this flow, by putting 'Approve' and 'Deny' one after another, instead of in parallel, will be interpreted by Jotform as "send the Approved Email regardless of 'approve' or 'deny'".


    1623821095_60c98b272b689_

    You may need to re-build the approval flow.

    To avoid confusion, I have moved your other question to a different thread.

  • Profile Image
    Helen 
    Answered on June 16, 2021 at 04:07 AM

    Hi Yau,

    I've deleted the disconnected if/else I had left that in when trialling options by mistake.

    In terms of the approve/ deny, they are not in series they are 2 parallel lines (one going to each approve/ reject email) they just look in series because I cannot move the lines once they are connected.

    1623830825_60c9b129c01b0_

  • Profile Image
    KrisLei
    Answered on June 16, 2021 at 08:49 AM

    Thank you for the additional information.

    Kindly give me more time to further test a cloned version of your form from my end.

    I will get back to you as soon as possible. Thank you.

  • Profile Image
    helenselman
    Answered on June 22, 2021 at 10:24 AM

    Hi,

    Is there any update on this issue please? I still have the issue if I click More Options in the email then the form automatically approves when the inbox opens.

  • Profile Image
    taylor
    Answered on June 22, 2021 at 11:52 AM

    Hello! 👋

    Apologies for the continued issues! After some extensive testing with your cloned form, I believe I've been able to replicate this issue. When clicking More Actions in the approval email, the approval process is Approved rather than selecting More Information Needed.

    1624376666_60d2055a2fc18_approval.gif

    However, when clicking More Information Needed in the Inbox, the process correctly goes to the next step.

    1624376775_60d205c7d9433_approval2.gif

    It does appear that this may be a bug. I am going to escalate this issue to our L2 Backend Team for review. While we can't provide an ETA, the team will review this issue and update this thread with any new information.

    For now, I would recommend using your forms Inbox to Approve/Deny/More Information Needed as it does appear to be functioning correctly there.

    If you run into anything else or have any questions, please let us know!

    Thanks!

  • Profile Image
    cem
    Answered on June 23, 2021 at 03:55 AM

    Hey helenselman,

    The problem was occuring after editing outcome list of an approval element. It should be fixed and already sent emails will be affected by this change too. Therefore all 'more action' links should be functional as before.

    Thank you for reporting the problem and sorry for the inconvenience.