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PA: Notification email sends old info

Kristjan Geir Mathiesen

Hi all.

This is an approval process for Campaigns. I update the record before (re)assigning it (and thereby triggering the notification email):

However, the notification email does not send out current info in the fields. For example, in the "Rejected" action item, the status is updated to "Rejected" but the notification email sends out:

Can this be fixed?

As always, thanks a million

KGM

Parents
  • 0

    Hi KGM,

    Thank you for showing the Process and where the record is reassigned in the process. That is helpful.

    In the screenshot, the action you have circled appears (assuming from labels) to reassign the Campaign record to the current owner of the Campaign record. This sounds like it makes no change at all, based on the description of 'current owner in SugarCRM's documentation:

    "Record Owner : The Record Owner is the user who is in the Assigned To field of the targeted Sugar record."

    Double check to be 100% sure the circled action is the action that is triggering the notification email.

    If it is the action sending out the assignment notification, can you offer a brief explanation as to what it is doing that causes this to change the Assigned To from one value to another? Thanks!

  • 0 in reply to Patrick McQueen

    Hi Patrick McQueen

    I don´t know, man. My only question is: Why is the notification email sent when I did not put any email sending in the process?

    Are we overlooking some settings?

    I didn´t mange to find any of these things you mentioned. But Tinni is the user who created the record. Below looks like a notification is being sent to Tinni:

    Sure you don´t want the log?

    Thanks,

    KGM

Reply Children
  • 0 in reply to Kristjan Geir Mathiesen

    Hi Kristjan Geir Mathiesen,

    If I am correct, you have paid subscription licenses with SugarCRM Support. I recommend, at this point in the investigation, filing a new case with SugarCRM Support to further investigate this issue.

    I am glad I was able to help you rule out the element you originally thought was the culprit in the Process in this public setting. However, since there are so many automation possibilities in an instance that a Process could trigger outside of the intention of the designer, I feel as though further investigation into this issue may require a more holistic look at your instance including looking at sensitive data you might not want to share in this public space (such as error logs). I recommend, at this point in the investigation, filing a new case with SugarCRM Support so that holistic view of your instance and sharing of sensitive data can take place.

    Let me know if that is a course of action you are interested in taking. If you take that route, I look forward to you circling back with the community here to describe what the root cause turned out to be, so we can all learn from it.