Bug : Email Notifications for the Approval Workflow are not being sent properly

  • Profile Image
    itarmi
    Asked on May 20, 2022 at 10:40 AM
    Apparently now the users are able to approve without login, but the notifications are not being sent properly.

    For example:

    In this flow, after accepting/denying the request, an email notification should go to

    j.riley@itarmi.com and email from the field in the form. But the flow stopped at the first notification to j.riley and didn't send the second notification.

  • Profile Image
    Gilbert
    Answered on May 20, 2022 at 10:58 AM

    Hello itarmi,

    I tested a cloned version of your form but I received the approval confirmation email on both of my test submissions.

    1653058502_6287abc659076_

    Please try deleting the Email elements in your Approval Workflow then add them back.

    1653058555_6287abfb27076_

    On the newly created ones, please set the Sender Email to noreply@jotform.com then hit Save

    1653058655_6287ac5fcbf64_

    Do a test submission again and see if the notification emails for the approval confirmation will be sent to the recipients.

    We'll wait for your reply on how it goes.

  • Profile Image
    itarmi
    Answered on May 24, 2022 at 05:35 AM

    Hello,

    I have deleted the old flow and created a new one from scratch as you instructed. But the flow ends at the approval and doesn't send the email in the end. I have tested it multiple times. Can you please assist.

    1653384883_628ca6b37ff2c_



    1653384760_628ca638ec70f_



  • Profile Image
    Lorenz
    Answered on May 24, 2022 at 06:14 AM

    Hello itarmi,

    Thank you for reaching out to Jotform Support. I cloned your form and I was not able to replicate the issue as well. I see you have another approval for the form ITARMI Finance Approval. Does the approval flow for that form works as expected? Could you please try to create a new form from scratch, setup an approval flow, and see if the approval email will be sent out? This could help us determine if the issue is happening on that particular form only, or if the problem is present throughout multiple forms in your account.

    We're awaiting your response and looking forward to assisting you further.

  • Profile Image
    itarmi
    Answered on May 24, 2022 at 06:38 AM

    I have created a new form from scratch

    https://form.jotform.com/221433150598050

    1653388682_628cb58a3f861_

    Flow again stopped at the approval, and didn't send the final email.

  • Profile Image
    Myla
    Answered on May 24, 2022 at 07:01 AM

    Hello itarmi,

    Thank you for your response. Allow me some time to look into this and get back to you as soon as possible.

    Thank you for your patience and understanding as we look into this further.

  • Profile Image
    Myla
    Answered on May 24, 2022 at 07:22 AM

    Hello itarmi,

    I have cloned and tested the form with the approval flow and was not able to replicate the issue. Please see email notification of approval required and approval notification:

    1653391218_628cbf7227afb_Screen Shot 2021653391217_628cbf71ec6ca_Screen Shot 202

    Have you tried checking on the Spam/Junk folder? Can you please try again and see if it will works? We look forward to assisting you further.

  • Profile Image
    itarmi
    Answered on May 27, 2022 at 04:39 AM

    Hi,

    I have checked junk folder. Nothing in there.

    Created another form https://form.jotform.com/221462490356051

    The flow stops at approval and doesnt sends an email to "Employee Email".

    1653640695_62908df71fe6c_

  • Profile Image
    Sheena
    Answered on May 27, 2022 at 04:53 AM

    Hello Itarmi,

    As we could not replicate the issue on our end, please try to delete the existing email element in the approval and then add it again to see if troubleshooting would fix the issue. I checked the email addresses on the submission and I can confirm that it is not in our bounce list. Please check this guide for a possible reason why you are not receiving email notifications. Please also whitelist jotform domains and IPs in your web/email host to ensure that any emails sent are successfully received.

    Kindly give it a try and let us know how it goes.

  • Profile Image
    itarmi
    Answered on May 27, 2022 at 05:38 AM

    Hi,

    I am not sure how come you are not able to replicate. The problem that i have identified is that, if i add a specific email address to recipients, it sends email notification. but if i put an email field, it doesnt send notification to that.

    In the image below you can see, it sent a notification to a specified email address that i punched in the email recipients, but didn't send a notification to "Employee Email 1"

    1653644303_62909c0f086fb_

  • Profile Image
    Billy
    Answered on May 27, 2022 at 05:44 AM

    Hello,

    I understand the issue but will need a bit of time to work out a solution. I’ll get back to you shortly. We appreciate your patience and understanding.

  • Profile Image
    Billy
    Answered on May 27, 2022 at 06:25 AM

    Thanks for patiently waiting. Based on your screenshot, it looks like there's a glitch. See the highlighted part below:

    1653646309_6290a3e541666_

    For some reason, it is blank when it should have been "Email sent to faraz.ahhmad@outlook.com, faraz.ahhmad@outlook.com".

    Kindly try these things:

    We look forward to hearing from you.

  • Profile Image
    itarmi
    Answered on May 27, 2022 at 08:32 AM

    Hi, I have removed the recipient (Employee email 1) and saved and then added back as you mentioned. No notification came to employee email 1.


    1653654671_6290c48f4a321_

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    Marlon
    Answered on May 27, 2022 at 08:36 AM

    Hello itarmi

    Thank you for your prompt response. Have you tried checking your account and form activity logs if the test submission is visible after you initiate it? Also, I've cleared your form cache, and let's see if it will make any difference. Can you try it again and see how it goes? If you run into the same problem again, let us know and we'll do some more testing to see what's going on.

    Give it a try and let us know if you need any help.

  • Profile Image
    itarmi
    Answered on May 27, 2022 at 08:45 AM

    I have tried again, but no notification came to "employee email 1" . It seems that the flow is not able to read the email mentioned in the field "employee email 1"



    1653655404_6290c76c3caad_




    1653655458_6290c7a2afe6a_

  • Profile Image
    Christian
    Answered on May 27, 2022 at 09:19 AM

    Hello Itarmi,

    Thanks for reaching back to us. Our mail logs also do not show any approval-related email to both of the email addresses you're using to test. And since we are unable to replicate the issue by cloning your form, can we make a test submission through your test form and/or use either faraz.ahhmad@outlook.com or faraz.ahhmad@outlook.com on the Employee Email1 field of our cloned form to see whether a Notification Email will at least be initiated from our side?

  • Profile Image
    itarmi
    Answered on May 27, 2022 at 09:38 AM

    Hi Christian,

    https://eu.jotform.com/221462490356051

    Ofcourse, this is a test form i have created. You can make submission and test it at your end.

    Secondly, this i have used faraz.ahhmad@gmail.com when i fill in the field "Employee Email 1".

    But please go ahead and make submissions to test it please.

  • Profile Image
    Marlon
    Answered on May 27, 2022 at 09:55 AM

    Hello Itarmi,

    I made a test submission on my end. I've tested the form using the embedded form.

    If you have any further questions, please let us know.

  • Profile Image
    itarmi
    Answered on May 27, 2022 at 10:02 AM

    Hi Marlon,

    I can see your submission. Can you pleae go ahead and approve it. And see if you get a notification of confirmation on "Employee Email 1"

    1653660150_6290d9f65e38c_

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    Marlon
    Answered on May 27, 2022 at 10:36 AM

    Hello Itarmi,

    I have successfully approved it and got another email notification. Please see the image below:

    1653662184_6290e1e88e789_

    Also, one of my colleagues escalated this to our back-end team to check submissions of your form.

    If you have any further questions, please let us know.

  • Profile Image
    itarmi
    Answered on May 27, 2022 at 11:11 AM

    Thanks alot, i'll wait for the backend team's response.

    One difference that i have recognized in your and mine submission is that. Your approval shows just "Approved" while mine shows "Approved on behalf of". I am not sure if it is relevant.

    1653664264_6290ea08dd262_

  • Profile Image
    Camila
    Answered on May 27, 2022 at 11:36 AM

    Hello itarmi,

    Thanks for letting us know about this. I'm really sorry that this is happening. I'll reach out to the Back-end Team right now.

    As soon as we hear back from them, we’ll update you here on this thread.

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    Ivaylo
    Answered on May 27, 2022 at 03:52 PM

    Hello itarmi,

    Can you please enable Require Login in your Approvals and then test again? I had a user with a similar issue today and this resolved it for him. The dev team still works on the Require Login feature and it seems that it still causes some issues.


    1653680840_62912ac838921_chrome_yb9TA87J

    Give it a try and let us know how it goes.



  • Profile Image
    itarmi
    Answered on May 30, 2022 at 03:14 AM

    Dear Team,

    Thanks for the response. The thing is we can't use approvals if we have to login, as we have multiple approvers who don't have jotform accounts. Kindly let us know when the problem is resolved, and we will start using the approval process.

    Thank you

  • Profile Image
    Sheena
    Answered on May 30, 2022 at 03:28 AM

    Hello itarmi,

    We would be glad to escalate this issue to ourd developers for you; however, could you please try the workaround provided by my colleague Ivaylo to see if the Require Login for approval is really causing the the issue.

    Give it a try and let us know how it goes.

  • Profile Image
    itarmi
    Answered on May 30, 2022 at 04:49 AM

    Hello Sheena,

    I have tested the form by enabling "Require Login For Approval" and the flow worked perfectly.

    So apparently the problem is linked to the "Require Login".

  • Profile Image
    Maruel_T
    Answered on May 30, 2022 at 05:23 AM

    Hello itarmi,

    Let me escalate your issue to our backend team with all the information you provided. Please note that we can't provide you an ETA when this issue be resolved. Rest assured, that we will notify you once we have any updates from our team via this thread.

    In the meantime, you can use the suggestion Ivaylok provided you with.

    Let us know if you need any further assistance.

    Thank you.

  • Profile Image
    itarmi
    Answered on July 05, 2022 at 09:47 AM

    Dear Team

    Any updates on this?

  • Profile Image
    Cecile
    Answered on July 05, 2022 at 09:54 AM

    Hello itarmi,

    Unfortunately, we haven't heard back from our backend team yet which is why I have sent them a message to ask for an update. Once we receive any information, we'll notify you via this thread immediately.

    We thank you for your patience and understanding.

  • Profile Image
    irem
    Answered on July 27, 2022 at 12:11 PM

    Hello,

    We are deeply sorry for the inconvenience caused.

    The problem is fixed. Could you please test the changes and let us know if you encounter any further issues?

    Thank you for reporting!