Issue with approval notification emails and approval workflow

  • Profile Image
    MohawkNABS
    Asked on July 19, 2022 at 01:05 PM

    Hello Team, We having several issues with Jotform:

    1) The approvers have not receive the email to approve or deny the request.

    2)When they approved the request, Jotform does not update the status and remains "In Process"

    3) When the request has been approved, we have not receive the notification email of "Your request has been approved and will be processed."


    1658249804_62d6e24c905a5_

    Khalyn approved the request but the status didn't change and we approved in her behalf and we still didn't receive the notification email.

    1658250229_62d6e3f5958af_

  • Profile Image
    Fahad
    Answered on July 19, 2022 at 03:58 PM

    Hi MohawkNABS,

    Thanks for reaching out to us for help. I have checked your form and approval workflow. I noticed your approval workflow has multiple approval steps. When all the approval steps will be approved or denied then your approval flow status will be changed to approved or denied. Otherwise, it will remain in In Progress state.

    1658260299_62d70b4b6927a_mutliplesteps.p

    Regarding email notification on approval status not working. Can you please check the spam/junk folder? Also, we can see that you are using the custom domain email address. Can you please go and whitelist the Jotform domain and IP Addresses in your email server. So that emails from Jotform are accepted by your server. Please check this guide on Whitelisting Jotform IP addresses and domains.

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