In our today's blog we will discuss how and where to start troubleshooting when a user is not receiving approval emails. Approval emails are critical to any business especially when they are for Quote/Proposals.The approval process has a defined set of steps and approver's required for a record to be approved based on the criteria you define for a record to kick for approvals.
Use Case:
Since the Quote has not been approved by the last approver,the Sales rep cannot submit the Quote to the Customer.
In this scenario, I would first start by verifying the approval process. Should the approval email go to the third approval at all? Create some test quotes and kick the approval process. The approval related list will show who all are lined up in the approval process for this record.
If your approval process is driven by the Role hierarchy then Approver 1 should not be higher in role than approver 2 and approver 2 should not be higher in role than approver 3. Approvers should have access to the related objects, apex class, controllers used to define the approval process. You can check their profile level access.
Can the user see approvals in Salesforce?
Since the approver 1 and 2 are receiving emails, you know that the template is working fine. As an admin you can login as the user and look for approvals either on the home page or on the Quote/record itself. While you are troubleshooting the issue of why user is not receiving approval emails meanwhile you can always ask the user to approve it by logging in to the Salesforce because you don’t want to delay the Quote from not being sent out to the customer.
Send test and verify the email template
Go to your email template and send a test email.This is to check if the user receives the template in an email.
Approver Settings on the User details page:
If you are not using role hierarchy for the
approval process and you are using the Manager of the submitter or the Quote
owner than you should verify if the user has a Manager defined on the user
details also check the "Receive approval request emails" option. User will not receive
any emails if the ‘Never ‘option is selected.
Is your User receiving any emails from Salesforce at all?
Go to Setup -> Email Administration -> Test Deliverability
Enter the user email address in the Test deliverability. The user should receive test emails from all the IP addresses of your Org.
Sample email
Email Logs
Go to Setup --> Log--> Email Log Files
Email logs will help you to take a deeper dive into the
email not received issue. You can track as far as last 30 days emails that are being sent out from Salesforce to the user.
Select the date range for which the user is not receiving
any emails and submit the email log request. Don’t forget to specify your email
address in the notification recipient box. You will receive a csv file with
the log details.
Don’t expect to receive the log file immediately. On an
average it will take atleast 10 to 15 minutes to receive the log file depending
on the number of emails that have been sent out to the user for the selected
duration. Below screenshot gives brief explanation of the fields in the csv log file.
Now if you do see emails being sent out to the user in the log
file but the user is still not receiving emails than it could be an Outlook issue.
You can try upgrading the Outlook to its latest version to see if this resolves the issue.
Thank you for visiting my blog, please post your comments below.
For my case in Production org, user(3rd approver) is not receiving email consistently for approval request from Salesforce and it strange,same user receivied email for few approval request.
ReplyDeleteI have checked the email logs for approval request (Correct time) where email not received for user,unfortunately there were no email triggered.
Functionality - Our Approval process depends on Manager of submitter or quote owner. And All approval email is triggered from Apttus package.
1st,2nd,3rd - approver also having same role hierarchy.
Some one pls help on this.
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