Why are requesters not receiving email notifications when process supervisors cancel requests?


#1

Issue

Why are requesters not receiving email notifications when process supervisors cancel requests?

Background

The option to notify the requester upon closure of a request applies not only to requests that transition to an end point and close (Closed - Completed) but also to requests that close prematurely, such as a cancelled request.

A request can be cancelled by a WorkflowGen Administrator, Process Manager, or Process Supervisor (if permitted) via the request follow-up form. When the Cancel request button is clicked, the user is prompted with a confirmation dialog box asking them to confirm the request cancellation. If the user clicks Cancel, the request cancellation is aborted. If the user clicks OK, the request is cancelled and the user is prompted with a second dialog box asking them if they want to notify the requester. If the user clicks Cancel, the request is closed (Closed - Cancelled) but no email notification is sent. However, if the user clicks OK, an email notification may be sent to the requester.

If at this point the requester doesn’t receive an email notification it’s most likely because in the process design, the process manager did not specify notifying the requester when a request is closed (see Process form in the WorkflowGen Administration Guide). If this is the case, an email notification will not be triggered even if the user clicks OK to send an email notification.

Solution

On the Process information screen in the workflow designer, select the option to Notify the requester when a request is closed regardless of its status, whether Closed - Completed or Closed - Cancelled.