Questions about Approval Workflow

  • Profile Image
    testing999
    Asked on August 18, 2022 at 07:16 PM

    Hello, I have few questions and clarifications.


    1. when customer submits a form and our credit dept denies the application for lack of credit and wants to reply back to customer with that note, the deny reply note shows on the bottom of attache pdf file but not on the email header where customer can see it. what's the best approach to resolve this issue? how do we let customer know why their application got denied?
    2. If the customer submits a form and it gets denied. and he needs to revise the form to correct the information, what is the best way for them to do so? I was not able to find the 'edit' link to the denied email notification.
  • Profile Image
    Christy
    Answered on August 19, 2022 at 01:01 AM

    Hello paulkim971,

    Thank you for reaching out to Jotform Support. I am sorry that you are having difficulties with this. Let me help you with the solution. Please check if the Approval Comment is placed somewhere on top of the Email Content as shown below:

    1660884776_62ff1728c5f13_

    In regards to your second question, the Edit Link can be found in the Form Fields.

    1660884920_62ff17b806f00_

    Please note that I am not able to view your approval flow when I cloned the form. If the issue persists, can you share the screenshot of your workflow so I can recreate and test it on my cloned form? We have a guide here explaining how to do that.

    Reach out again if there’s anything else we can do for you.

  • Profile Image
    testing999
    Answered on August 19, 2022 at 01:25 PM
    Thank you so much for assisting.
    I got the edit link to work fine but approval note is still not showing up.
    Can you assist?
    [cid:image003.png@01D8B3B5.DDA4B0C0]
    [cid:image002.png@01D8B3B5.B99C4B70]
    Paul Kim
    Director of Account Management Dept.
    AG Adriano Goldschmied, Inc.
    2741 Seminole Ave
    South Gate, CA 90280
    Office: 323-357-1111 ext. 4277
    [cid1565016736*1847660924*image020.png@01D8A8E2.90FE2680]
    ...
  • Profile Image
    Christy
    Answered on August 19, 2022 at 02:34 PM

    Hello AGJeans,

    Thank you for getting back to us. Glad to hear that you were finally able to add the edit link to the Approval Workflow. Unfortunately, we haven't received your screenshot. Please note that we don't accept inline email attachments. You will have to access this thread to send us a screenshot.

    • Open the thread in your browser. If you got a reply via email, there should be a button at the bottom that says View this thread. Click that button to open your thread in a new tab.

    Jotform-Reply-Box.png

    • Once you open your thread, scroll down until you see the Your Answer section.
    • This is where you will reply. Click the Add Image button.
    • Next, either paste the image URL or upload the image from your PC. Click the Add button to post the image on your thread.

    Upload-Image-Button-Jotform.png

    Reach out again if there’s anything else we can do for you.

  • Profile Image
    testing999
    Answered on August 19, 2022 at 02:41 PM

    Hello,

    approval comments command was added to the beginning but still does not show.


    1660934465_62ffd941ea0a1_Screen Shot 2021660934466_62ffd94230056_Screen Shot 202

  • Profile Image
    Cherry_R
    Answered on August 19, 2022 at 04:10 PM

    Hi AGJeans,

    Thank you for getting back to Jotform Support.

    To verify my understanding, you would like to show the reason why the application is being denied in the autoresponder email?

    If yes, please give me more time to further check the accurate resolution.

    Feel free to contact us if you have additional concerns.

  • Profile Image
    testing999
    Answered on August 19, 2022 at 04:12 PM

    Yes, we want to provide the submitter with details on why it was declined upfront where they can easily see.

  • Profile Image
    Cherry_R
    Answered on August 19, 2022 at 04:35 PM

    Hi AGJeans,

    Thank you for the quick response.

    You can add two email responders for approved and declined applications. You can also add the comment in the email content if it is a tag from the field. That means that you will fill out that field later. Then the applicant will receive the autoresponder email.

    Please see the attached screenshot as a sample.

    1660941341_62fff41d77293_Screenshot 2022

    Give it a try and let's see how it goes.

  • Profile Image
    testing999
    Answered on August 19, 2022 at 04:45 PM
    Hi Cherry,
    Not sure If I understand you correctly.
    So, my issue here is that my credit dept reviews and only if they are declined, they will press the deny button and add comment below and trigger an email to the submitter.
    One of your support recommend that I add the Approval Comments on the first line of reply email so that they submitter can see if easily.
    I did just that and it added {7_comments} but when tested, nothing shows up here. This is an issue.
    Let me know.
    Paul Kim
    Director of Account Management Dept.
    AG Adriano Goldschmied, Inc.
    2741 Seminole Ave
    South Gate, CA 90280
    Office: 323-357-1111 ext. 4277
    [cid1565016736*1847660924*image020.png@01D8A8E2.90FE2680]
    ...
  • Profile Image
    Cherry_R
    Answered on August 19, 2022 at 04:53 PM

    Hi AGJeans,

    Thank you for getting back to Jotform Support.

    Kindly try to add the reason why the application has been declined in the approval comment. For example:

    Instead of {7_comments}, do it like {lack of credits}

    Please save it after then try to test the form.

    Let me know how it goes this time.

  • Profile Image
    testing999
    Answered on August 19, 2022 at 05:05 PM

    Cherry,


    we did not add {7_comments} to approval comments.

    we randomly stated that 'credit did not approve' on the comment section and it did not show on the first line of the notification email back to the submitter.

    the issue is not what we put on the approval comment section but it's even if we add the 'approval comment' data field on the email template, it's not showing,

    please refer to my screenshots I sent earlier today

  • Profile Image
    Richard
    Answered on August 19, 2022 at 06:45 PM

    Hello Paul,

    Thanks for getting back to us. I’ll need a bit of time to look into this and I’ll get back to you as soon as I can.

    We appreciate your patience and understanding.


  • Profile Image
    Richard
    Answered on August 19, 2022 at 07:09 PM

    Hello Paul, 

    Thanks for your patience, we appreciate it. I'm afraid I wasn't able to check your Approval flow; however, I've recreated this from scratch and it worked fine for me. Check out the screencast below:

    o96pXdm.gif

    Please make sure that the comment will be added directly from the Jotform's Inbox comment section.

    1660950361_63001759c07c6_08.20- 11.png

    Once the comment has been posted. The approval comment will be included in the notification email where it was set up.

    1660950430_6300179e0bd65_08.20- 10.png

    Alternatively, you might also want to delete the {7_comments} ID and re-add the Approval comment once again to make sure that the correct ID is being used.

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

  • Profile Image
    testing999
    Answered on August 19, 2022 at 07:17 PM

    Thanks Chris for detailed explanations.

    Do users always need to login to their inbox to view 'approval comments'?

    not everyone will have jotform user created and I would like to make this as simple as possible therefore, even if they are not logged in, they can still submit and view within email embedded.

    let me know

    Paul

  • Profile Image
    Paul Kim 
    Answered on August 19, 2022 at 07:39 PM

    ah.. I found the issue.


    I changed {7_comment} to {2_comment} and it worked. Not sure why it gave me 7 but I saw you that you used 2 and I tried that and it worked.

    is this issue just me? or other ppl may also face the issue which may need correction.


    thanks and you may close this case.