Conditions: Send an Email After Submission is not working

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    Asked on November 24, 2015 at 12:41 PM

    Hi after much investigation into strange conditionals behavior I've deleted all  emails and manually added new one's yet when I send my form the old (2014) marked email templates still show up



    help would be much appreciated 



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    Answered on November 24, 2015 at 03:18 PM


    Thank you for contacting us.

    I was able to replicate your issue and I will report it to our Level 2, we will let you know via this thread when it's solved.

    Thank you for your understanding.


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    Answered on November 25, 2015 at 04:06 AM

    Good to know it's nothing I'm doing wrong, thanks for the info

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    Answered on November 27, 2015 at 04:20 AM

    Hi is there any update please?

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    Answered on November 27, 2015 at 04:47 AM

    One of our developers is actively working on this issue, once they have fully resolved and tested the solution you will be updated via this thread.


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    Answered on November 27, 2015 at 05:32 AM

    I have not looked this yet.

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    Answered on November 27, 2015 at 06:36 AM

    Please can you let me know when you will be able to look at it please as it is quite urgent as we use the forms for our end of year appraisals? Thanks

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    Answered on November 27, 2015 at 09:03 AM

    Apologies for the inconvenience, I'll let notify again our developer about this.

    Based from my observation, it seems like the changes made on the conditions and/or in emails are not correctly applied on initial change. I tried it in my end, see how I replicate it:

    1. I cloned your form.

    2. Here, you have conditions setup:

    3. Here are the notifications listed under your "Emails"


    4. Here's a screencast on what I did:

    4.1. First, I will delete the email notifications and leave only one.

    4.2. After, I hit the save button and reloaded the page.

    4.3. I then checked again the "Emails" and see that there are 4 notifications where it should only have only one. This means the latest thread seems to have not been deleted.

    4.4. Noticed also that the conditions where deleted in the process.

    4.5. I then repeated the steps and deleted the remaining notifications.


    In conclusion, it seems like initial changes in the "Emails" are not being applied and may also associate why new conditions are not working.

    My suggestion while we are waiting for the developers to fixed this is to applied the changes twice, or delete all the email notifications and recreate them. You can copy their source code so that you won't need to manually recreate them.


    To be safe, I would recommend cloning your form first, here's a guide on how to clone it: After cloning, apply the changes I suggested on the cloned form if you do not wish to make them in your main form. Test the clone form and see if recreating and deleting them would fix the problem.

    I hope that helps.

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    Answered on November 27, 2015 at 10:26 AM

    Thanks Charlie. We did already clone the form twice, deleted email notifications and recreated the email notifications. We will try one more time but hoping your developer will have an answer soon. Thanks.

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    Answered on November 27, 2015 at 12:39 PM

    Do let us know how it goes for you after the changes.

    My suggestion would instead be to unlock the emails, since from the thread it seems that they are being "locked in" by conditions.

    To confirm this, I cloned your form and first thing I did was to delete (all) 3 conditions that were set about sending email

    Once I did that, this is how the emails looked to me:

    OK, now, I removed all except the first one at the top - the one that was not conditional (The ADD P & C Form).

    After removing them, I clicked on Save and refreshed the form, this is what I saw after refresh:

    Now, I did the same steps, by removing all emails except the first one, saved the form and refreshed (F5).

    This time it again had unwanted email:

    Now, I removed this one email template, hit Save again and refreshed the form again and this is what I ended up with:

    My theory about the reason why I had to delete them so many times is because I was doing it too quickly so not all delete actions were sent to our server, which is why when the refresh was made, they were still there, but in either case, after removing the emails 3 times, I am now with a single email.

    You can also simply clone the form over to confirm this or continue on it instead of the original:

    You can clone it to your account by following the steps here: How to Clone an Existing Form from a URL

    Once you do, feel free to add new templates and add conditions for them.

    You can always open one form (with templates) and one without it - each in its own tab in your browser and then copy the email template body from one to the other as suggested by my colleague above (through source code option).

    Do let us know how it goes.

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    Answered on November 30, 2015 at 08:26 AM

    Hi, I've gone though the steps again as requested - very slowly, saving and refreshing and confirming the change was still present after each change.

    At the point where I have re-entered all the emails I tested the form and it seemed all the correct emails were being sent.

    After I added conditionals to the form once again it somehow ended up sending an old 2014 email template.

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    Answered on November 30, 2015 at 10:33 AM

    Can you please tell us if the conditions are correctly set up at this time?

    What I would like to try is to do the following (me or my colleagues):

    1. make a clone of this form:

    2. recreate the conditions from your form:

    3. Clear cache on your and our account

    4. move the form to your account

    5. Ask you to test it out

    - I believe that this might work, but would like to be sure that all the conditions are set as you would like them to be.

    Alternatively, you can use the following to try and setting the conditions on my form mentioned in the step 1 (for you to try):

    1. make a clone of this form:

    2. The form should be opened in the form builder for you - wait for it to fully load

    3. Clear your forms cache: Clear form cache

    4. in the URL / Address bar of your form (one opened in the form builder), add this: &old=true

    5. The address would look something like: - it is? - if so press Enter/Return and it should reload your page

    6. Create conditions as you wish - you will see our old conditions interface now.

    7. Let us know if this works for you.

    If this does not work, we would be happy to try to recreate the conditions on our side and pass over the form since you will be able to notice right away if something is still off or not.

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    Answered on November 30, 2015 at 01:12 PM

    Thanks for taking the time to look into this but no luck :(

    Really began to get hopeful but gets to the same point where the second email condition is fired and an old 2014 email template rears its ugly head.


    I cloned your form and the url I've been working on is

    Despite saving and refreshing as I went I still had an issue where suddenly it lost all the conditions and the last couple of email templates I've entered, but I redid it and it now seems to be holding.


    The 3 conditions are setup - 

    basically when the final check box ISNT checked and the team member hasn't entered in their section then 2 emails are sent out.

     when the final check box ISNT checked and the team member hasn't entered in their section then 2 different emails are sent out.

    when the final check box IS checked send 3 other emails 


    I also notice that on the form the page title that appears in the tab has the number 2014 in it - I don't know where that comes from or if that's an indication of some part of the problem.


    If you could recreated on your side that would be wonderful -thanks

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    Answered on November 30, 2015 at 02:18 PM

    Thank you for trying again and I am sorry to hear that it did not work for you.

    I will try to do this and update you on this thread shortly.

    I will use the setup that you have currently on this form: 53334979833973 as a reference since cloning the form will not clone the emails as well.

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    Answered on November 30, 2015 at 02:53 PM

    I have tried to follow the same logic, although you are likely to need to check and correct something in the setup.

    Just to mention, the form is in your account "2015 Achievement and Development Discussion [711079] -2nd attempt"

    However the emails are default emails.

    The reason for this is to just see if the emails are being sent properly with the subject line.

    If they are sent properly, do let us know and we will copy the code of each email into this new form for you since if this now works properly, it could be that the image body holds the reason of this issue.

    I also did notice that one conditions was set as:


    It is recommended to always use comma and the space:

    email, 2ndemail

    Hopefully this works, if not we would need to wait for our developers to find the cause and resolve this for you.

    Do let us know how it goes.

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    Answered on December 01, 2015 at 08:34 AM


    I think we're slowly getting there

    I was having trouble working out why the first two email kept getting sent out but now I see you've changed the conditions. 

    It seems you wanted to avoid using the "is filled" condition - is there an issue with that?

    I've rewritten the conditions to do what I need without using the "is filled" though there are now 4 email conditions since it doesn't seem possible to have logic like either (this AND this) OR this

    I cloned the form before editing the emails just in case.

    At this point the emails and conditions seemed to be working just fine - although for some reason the heading on the tab of the form is still 2014 - don't know where that title comes from?

    After pasting in the code for the emails despite the "compose email" view showing the content fine (2015 version) the email sent end's up being the 2014 version....but it's not as simple as that -because I pasted the same code into two of the emails. 

    "Completed ADD form team member" sends as 2014 version (with different (old) subject line which hasn't been touched ) but

    "Completed ADD form Pending Manager Approval (team member)" shows 2015 version (as it should be body and header)


    About the comma and space in the email field - thanks I will do - Don't think that's related though as I only started doing that to add a personal email for testing the conditions out.


    The form at the point where it seems fine is

    And now


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    Answered on December 01, 2015 at 11:51 AM

    We will take a look into this and update the thread when we have any more information. Thank you.

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    Answered on December 01, 2015 at 12:21 PM

    I think we're slowly getting there

    I am glad to hear that. :)

    I was having trouble working out why the first two email kept getting sent out but now I see you've changed the conditions.

    Yes. One email was originally left on the clone, I left it and created others.

    I however set conditions as I guessed that you wanted to have them set, which is why I mentioned that it is best that you check them, since you would be able to quickly notice anything that is not as you had intended :)

    It seems you wanted to avoid using the "is filled" condition - is there an issue with that?

    There is no issue with it, but as they say - there are many ways to skin the cat - although I love cats and have never tried it and can not vouch for same :)

    I presume that I should be looking into form 53335213306950, but if I understand this correctly, this one is now working properly: 53342904711955?

    - Please do not make any changes to form 53335213306950 at this time and I will update you here once I check it out.

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    Answered on December 01, 2015 at 12:37 PM

    I just made a submission and the email that I had received shows "2015" not "2014".

    The same was shown as sent to your email when I used Test Email option:

    In regards to your question about the tab showing wrong title. Please do check this guide: How to change the Title/Name of your Form

    Do make your own tests and let us know what you see.

    PS: I made the form be sent to us, instead of being sent to your domain, by changing the manager and team member email field with out address.

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    Answered on December 10, 2015 at 04:59 AM

    Hi, thanks for all your help. Unfortunately the issue was still there when sending the later emails (i.e. the ADD form complete ones) and we had to get a working form so we had to do it in google forms

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    Answered on December 10, 2015 at 08:15 AM

    Our apologies if this takes so long, but rest assured that our developers will be working on this and notify you if there are updates.

    We now rarely recommend this method, but please try doing the following to your end:

    1. Clear your browser's cache and cookies for Jotform.

    2. Login to your account

    3. Clear your forms cache ( 

    4. Try redoing the changes in the form.


    I hope this helps. Please do not hesitate to get back to us if you need further assistance.

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    Answered on February 22, 2016 at 10:09 AM


    It is working. Please test it.