This article includes suggestions and workarounds. Content may not be accurate for all use cases or represent best practices for the latest release.
Can I customize the message in the Workflow notifications? Also, I am not sure why some users receive Workflow notifications and others do not, what determines who receives the notifications and when?
It is not currently possible to customize the message in Workflow email notifications.
For a status change to Approve or Reject, we will send notification to users with direct access to the level, while for status change to Submit or Recall, we will send notification to users with direct access to the parent of the level whose status was changed to submitted. Direct access to a level is defined in the Manage Organization Structure screen. Note, this can be different than the level access assigned to a users profile. For example, let's look at the following Organization Structure:
When the Northwest Sales Level is submitted for review, the Admin user will receive an email notification because they are the owner of the parent level, Northwest. If the Admin user then Approves the Northwest Sales level, a notification will be sent to the Northwest Sales User.
If the Southeast Sales level was submitted for review, the Manager user would receive an email notification. This is because there is no owner of the direct parent level, Southeast, so the system will send a notification to the owner of the next parent level, Domestic.
How to Turn on Email Alerts
There is a checkbox available under Admin, General Setup to enable Workflow alerts. For a user to receive email alerts when levels are changed, the following conditions must be met:
- Email and Workflow must be enabled in the instance.
- The user must have a valid email address (which can be configured under Administration > Edit User).