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Troubleshooting Advanced Approval Email Issues
If users experience issues with Advanced Approvals email, review our guidelines and troubleshooting tips. (Salesforce CPQ Managed Package)
Required Editions
| Available in: Salesforce CPQ Summer ’16 and later with Advanced Approvals 3.1 and later |
Outbound Emails
- Starting Summer '24 release, if the email address of a user involved in an approval isn't verified, approval request emails aren't sent. For example, involved users can be requesters, approvers, automation users, context users, and so on. To ensure emails are delivered, verify their email addresses. See Verify Email Addresses to Meet the Email Verification Requirement.
- Verify that the Access Level setting is set to All Emails. Find the setting in Setup, in Email Administration, under Deliverability.
- Verify that email services are set up correctly. See Set Up Email Service for Advanced Approvals.
- To capture errors that occur, use Route Error Emails to This Email Address in the email services.
- Verify that the email address is correct on the user record for the specific approver.
- Verify that the approval rule has a valid request template.
- Verify that each approval user has a unique email address. Copy the email address of the
user experiencing issues, and use global search to verify that only one user or approver
has the specific email address.
If you’re getting the error message “Unable to determine user,” see Error ‘Unable to Determine User’ in Advanced Approvals.
- View email logs to verify that emails are being sent. If an email was sent, review the
email platform you’re using.
- Determine whether the IP address is restricted.
- Check with your company resources to identify any security settings that restrict incoming emails.
- Check the Spam folder.
- If the approver has a group ID, and a specific user isn’t getting an email, set up an approver with that user and verify that the email is being sent. If the user is still not getting the email, verify that the email was sent from Salesforce.
- When choosing a context user for the email service, make sure the user has the permissions and licenses required to access all referenced objects and fields in your Visualforce email template.
- The final approver or rejector of a request does not receive an email notification from the approval rule's approved template or rejected template.
Inbound Emails
- Verify that the Access Level setting is set to All Emails. Find the setting in Setup, in Email Administration, under Deliverability.
- Verify that email services are set up correctly. See Set Up Email Service for Advanced Approvals.
- Verify that the email address in the email services matches the package setting in Inbound Approval Email (Long).
- Verify that the email is an accepted email address based on the email service setting.
- Verify that the context user has the Modify All Data permission.
- Determine whether email templates are set up for the approval rule.
- Determine whether the email template has a reference to the ID in the approval. See Set Up Email Service for Advanced Approvals.
- Determine whether the reply to the email address is the same as the email address you set up.
- If you’re getting the error message “Unable to determine user,” see Error ‘Unable to Determine User’ in Advanced Approvals.
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