Problem
Timesheet notifications are being received late, ie a reminder to submit/approve a timesheet is received after the timesheet has already been submitted/approved.
When configured in the Timesheet Workflow, timesheet notifications are automatically sent from FastTrack360 based on the notification settings. If a recipient receives a notification later than expected, it’s likely the email was sent from FastTrack360 at the correct time but the email provider delayed the delivery of the email as it thought it was SPAM.
Below are the steps required to check if the notification was sent from FastTrack360 at the correct time and how to ensure future emails aren't delayed.
Solution
Part 1 Check Notification Settings
- Go to Maintenance > Time & Attendance Notifications
- Search for the relevant notification – if you are unsure, check the notification selected in the Timesheet Workflow of the relevant job
- Check the Type, Notification Trigger, Grouping and Delivery Frequency settings to determine when the notification should have sent from FastTrack360
Examples of when notifications should send
Timesheet Workflow Stage notification is used | Type | Trigger | Grouping | Delivery Frequency | When notification should send |
|---|---|---|---|---|---|
Approval Levels | Immediate | Submitted | None | NA | Once timesheet is submitted |
Initiator | Immediate | Approved | 3 hours | NA | Next 3 hour interval after the timesheet was submitted |
Initiator | Scheduled | Reminder | None | -56 hours | 56 hours before midnight of the timesheet week ending date |
Approval Levels | Scheduled | Reminder | None | 14 hours | 14 hours after the timesheet was submitted |
| Note |
|---|
Grouping intervals are based on a 24 hour period so a 3 hour interval will send notifications at 03:00, 06:00, 09:00, 12:00, 15:00, 18:00, 21:00, 24:00. The Communication Service runs every 5 minutes. Once a notification is ready to send, it will be sent the next time the service is run. |
Refer to Creating Notifications for further details.
Part 2 Check Communication History
- Go to the Communication History – refer to Searching the Communication History
- In the Search criteria:
- Select the relevant Area - for grouped notifications, the Area with be Grouped Notifications otherwise it will be Timesheet Application
- Select Success as the Status
- Select the Sent Date From/To – enter the date the notification was due to be sent
- Click Search Sent Notifications
- Review the search results to find the recipient email address and confirm the notification was sent from FastTrack360 at the correct time – click on the To Address heading to change the sort order
| Tip |
|---|
Optional: enter the date the notification was received to confirm the notification wasn’t sent from FastTrack360 at that time. |
If the notification was not sent at the correct time, please contact Customer Support.
Part 3 Sender Policy Framework
If the notification was sent from FastTrack360 at the correct time, the email provider will delay the delivery of the email if your Sender Policy Framework (SPF) record hasn’t been updated with FastTrack’s details.
Please contact your IT Team to confirm your SPF record has been updated with FastTrack’s details as per our Sender Policy Framework (SPF) Record Update.
| Tip |
|---|
| If only the IP address, 13.55.19.10/32, has been added to your SPF record, delays will still occur. Your SPF record must also have “include:spf.messagelabs.com ~all” to ensure there are no delays. |
If your SPF record has been updated with FastTrack's details but you are still experiencing delays with notifications being received, please contact Customer Support.
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