Timesheet Notifications

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.

When configured in the Timesheet Workflow, timesheet notifications are automatically sent from FastTrack360 based on the notification settings. If a recipient doesn't receive a notification or they receive a notification later than expected, it’s likely the email was sent from FastTrack360 at the correct time but the email provider didn't deliver or 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 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

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

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 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.

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.

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 emails are delivered on time.

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.