I'm having difficulty figuring out why this approval process isn't sending an email to the approver. Here are the details on the process:

  • Active: Yes
  • Next Automated Approver Determined By: (this is empty)
  • Entry Criteria: (this is empty)
  • Approval Assignment Email Template: My_Approval_Assignment_Template
  • Initial Submission Actions:
    • Record Lock
  • Approval Steps
    • First - Criteria: Custom_Field__c EQUALS 'Required', else Approve, Assigned Approver: Assign to Approver__c
  • Final Approval Actions
    • Record Lock
    • Email Alert: Notify Submitter
    • Field Update: Mark Approved
  • Final Rejection Actions
    • Record Lock
    • Email Alert: Notify Submitter
    • Field Update: Mark Rejected

The problem is My_Approval_Assignemnt_Template doesn't get sent out to Approver__c in approval step 1. Here is what I have tried:

  1. I have verified that the email address is valid.
  2. I have verified that the user is actually assigned the approval process.
  3. I have verified that the approval/rejection emails go out properly.
  4. I have verified that email deliverability is 'all email.'
  5. I have switched the submitter and approver users and the approval/rejection emails still behave as expected, but the assignment alert is still not sent.

Am I missing something? I saw here that they mention the 'next automated approver' should be filled out, but for my process I don't need that, I just need a specific calculated approver in the Approver__c lookup field on my object. Are those two fields tied together?

  • 1
    Is that Approver__c is the custom look up user field in your object? – Santanu Boral Aug 10 '16 at 21:06
  • That is correct. Approver__c is a user lookup. – Curious Blueprints Aug 10 '16 at 21:06
  • Is that Initial submitter is Record Owner? – Santanu Boral Aug 10 '16 at 21:27
  • I have tried with the initial submitter being the record owner and not being the record owner. – Curious Blueprints Aug 10 '16 at 21:33
  • Have you checked your org's email deliverability setting? (Setup -> type 'Email deliverability' in the quick search box) I believe that it needs to be set to All for these types of emails (approval, workflow, emails sent via Apex) to actually be sent. – Derek F Aug 10 '16 at 22:26

Its workaround to try and see whether works for you.

Under Initial Submission Actions

  • new action "Email Alert", add email template and other details
  • select Recipient Type as "Related User", choose field "Approver_c"

In case if its not working, then try with other email id. Please post back your findings.

  • Hi Shakeel, I have tried this and it works. However I cannot use this because it will send an email to the approver even when the record does not meet the criteria in step 1. In that scenario, the approver should not receive an email because they don't need to approve anything. – Curious Blueprints Aug 10 '16 at 22:12
  • @Cameron.Ames you can put your Step1 criteria in the Initial Entry Criteria which is now blank – Santanu Boral Aug 10 '16 at 22:24
  • Hi Santanu, the reason I have not done that is that no email needs to go out if the record does not meet the conditions on the approval step. – Curious Blueprints Aug 11 '16 at 12:21

this is resolved. It was actually an error on the exchange side of things receiving email, even though other approvals are delivered. Testing with another email service such as gmail produces the expected results. Thanks!

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