How do I troubleshoot why my Online Form email alerts are not being sent?

 
1
0
-1

 I am not getting alerts when an online form is submitted, how can I troubleshoot this?

    CommentAdd your comment...

    1 answer

    1.  
      1
      0
      -1

      As there are a few places to enable alerts and some settings that interact with each other. There are three main checks you should do, which we will walkthrough below.  You may also find this article in our guide helpful: https://userguide.rescuegroups.org/display/OFG/Using+form+submission+alerts 

      1. Check the Online Forms Settings & Options
      2. Check Form Alerts in My Settings
      3. Check the Alert Email Addresses on Each Form

      1- Check Online Forms Settings & Options

      A Site Admin for your organization can enable the option to send form submission alerts to Volunteers.  This is a large-scale setting that allows the sending of alerts in general and must be enabled to send any alerts.

      • Login to your account at https://rescuegroups.org/manage/ 
      • Go to Features > Online Forms > Settings
      • Next to Volunteer Email Alerts for Online Form Submissions select Send

      Note- Organizations can also choose to include the questions and answers in that email by selecting Yes next to Include questions and answers in submission email alerts

      2- Check Form Alerts in My Settings

      Now that we have checked the large scale settings, we need to check your individual settings on your individual login account, which are called “My Settings”.

      • Login to your account at https://rescuegroups.org/manage/ 
      • Go to Services > My Settings
      • If you want to receive alerts for all submitted forms, select Email Me, next to Online Form Submissions.
        If you want to receive alerts for only your fosters, select Email me next to My Foster Animal’s Online Form Submissions.  

      Note- Remember, if you enable this under My Settings, but your organization disables sending the form alerts (#1), you will no longer receive alerts.

      3- Check the Alert Email and Default Assignee Addresses on each form

      Finally, your organization may choose specific email addresses for form submission alerts and this can be different for different forms in your account.  These emails can be entered manually or a Default Assignee may be selected.  Directions to check both are found below.

      To check any Alert Email addresses:

      • Login to your account at https://rescuegroups.org/manage/ 
      • Go to Features > Online Forms and click on the Name of a form
      • Next to Alert Email Addresses, be sure that alert email addresses are correct. Make sure there are no typos or extra spaces in front or behind the email address.
        Note your spacing should generally be a comma and then space between emails.  For example, example@example.com, example2@example.com)

        Note- this process much be repeated for each form

      To check the Default Assignee:

      • Login to your account at https://rescuegroups.org/manage/ 
      • Go to Features > Online Forms and click on the Name of a form
      • Scroll down to locate the Default Assignee
      • Click the name of the default assignee to browse to that contact.  Ensure that the primary email address is correctly entered with no extra spaces, characters or numbers

        Note- this process much be repeated for each form


      If you still are having trouble receiving your alerts after checking these items, please open a support ticket with us so we can have a look at your specific account.  

      https://rescuegroups.org/support/

      Sincerely,

      Karen

        CommentAdd your comment...