Some Users are not Receiving Email Notifications from a Workflow

We have created a custom attribute as an approval role in a workflow. The Approvers receive notifications whenever an approval is awaiting their response. However, some people are not receiving the email notifications. I have confirmed that notifications are enabled for the user, and email notifications are not going to the spam or quarantine folders. 


Asked by Valencia Ingram on Fri 1/26/24 3:45 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Fri 1/26/24 3:53 PM

Hello Valencia,

So the person in question, *are* appearing on the ticket as the responsible value for the Approval step in question, yes?

If no, I think we will need more infomration, likely from the ticket directly, as to what sequence of events is taking place and how things are configured.

Mark Sayers
Sr Support Consultant, CS

No feedback
Hi Mark,
Yes, they are appearing as the responsible value for the approval step.
- Valencia Ingram Fri 1/26/24 3:56 PM
I still think I'd need more ticket and workflow specific info to better give a reasoning for why this might have happened. Can you submit as a support ticket so you can safely provide that to us, and also so if need be it can be escalated to Engineering for a review should things go that far? - Mark Sayers Fri 1/26/24 3:59 PM
Yes, will do. - Valencia Ingram Fri 1/26/24 4:05 PM