Problem
Timesheet notifications aren't being received or are being received late, ie a reminder to submit/approve a timesheet is received after the timesheet has already been submitted/approved.
...
Below are the steps required to check if the notification was sent from FastTrack360 at the correct time and how to ensure future emails are delivered on time.
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 |
...
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
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If the notification was not sent from FastTrack or wasn't 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 may delay the delivery or not deliver the email if your Sender Policy Framework (SPF) record hasn’t been updated with FastTrack’s details.
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If your SPF record has been updated with FastTrack's details but you are still experiencing issues with notifications not being received, please contact Customer Support.
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