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Salesforce Approval Assignment Email Sent Twice When Rejection Action Is Configured

Julkaisupäivä: May 28, 2026
Kuvaus


When a Salesforce Approval Process step includes a rejection action that sends an email to the previous approver, two emails are sent to that approver instead of one.

What Happens

When an approver rejects a record, Salesforce performs the following:

  1. Sends an email alert to the previous approver notifying them that the record has been rejected. (Expected behavior)
  2. Sends a second email alert to the previous approver via the approval assignment email template, notifying them that a new record requires approval. (Unintended duplicate)

Note

The approver request email is automatically sent any time someone is assigned as an approver in a Salesforce Approval Process. This behavior is not directly configurable — however, the workaround below resolves the duplicate email issue.

Ratkaisu

This issue occurs because the Rejection Behavior is configured to notify the previous approver via a rejection action, while Salesforce simultaneously sends a standard approval assignment email. To prevent the duplicate, consolidate the messaging into a single approval request email that covers both scenarios.

Steps to Resolve

  1. Navigate to the affected Approval Process in Setup.
  2. Open the step that contains the rejection action sending an email to the previous approver.
  3. In the Rejection Behavior section, change the selection to "Perform all rejection actions for this step AND all final rejection actions".
  4. Remove or modify the existing rejection email action that sends a notification to the previous approver.
  5. Update the content of your Approval Assignment Email Template so that it covers both scenarios: a new approval assignment as well as a re-assignment due to rejection.

This way, only one email is sent to the approver — the standard approval assignment email — which now contains all necessary context for both new assignments and rejection re-assignments.

Knowledge-artikkelin numero

000386293

 
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Salesforce Help | Article