Problem

When a notification is selected in the Timesheet Workflow, notification emails are automatically sent from FastTrack360 based on the notification settings. Notification emails may be delivered late, or not at all if the email was treated as spam.

In order to check if a notification has been successfully generated and sent from FastTrack360, the following checks should be made. Its important that the checks are made in the order outlined below.

Solution

Part 1 Check Timesheet Workflow

To generate a notification email, a notification must be selected in the Timesheet Workflow.

1. Open the job order - you can search for the job by clicking Find Job Order on the Dashboard
2. Go to the Pay/Bill section > click Timesheet Workflow
3. Check a notification has been selected in the relevant field – click Approval Levels to check Approver notifications

Part 2 Check Notification Settings

Once selected in the Timesheet Workflow, emails are generated based on the notification settings.

1. Go to Maintenance > Time & Attendance > Notifications
2. Search for the notification selected in the Timesheet Workflow
3. Confirm Active has been ticked
4. Confirm Do Not Send Notification hasn’t been ticked
5. On the Delivery Methods tab, confirm Email has been selected
6. Check the Type, Notification Trigger, Grouping and Delivery Frequency options selected to determine when the notification email should be generated

Examples of when notifications should be generated

Refer to Creating Notifications for further details.

Part 3 Check Communication History

Once you've determined a notification email should have generated, the Communication History will show if it has been sent from FastTrack360

1. Go to the Communication History – refer to Searching the Communication History 
2. In the Search criteria:
   1. Select the relevant Area - for grouped notifications, this will be Grouped Notifications otherwise it will be Timesheet Application
   2. In Status, select Success
   1. Select the Sent Date From/To – enter the date the notification was due to be sent
   2. Click Search Sent Notifications
3. Review the search results to find the recipient email address and confirm the notification was sent at the correct time – click on the To Address heading to change the sort order

If the notification doesn't appear in the Communication History, please have your FastTrack Administrator (FTA) lodge a request via our Service Desk portal and provide the following details for each notification that wasn’t received:

1. Job order number
2. Timesheet week ending date 

Part 4 Spam

Notification emails appearing in the Communication History have been sent from FastTrack360 however they may not have been received in the recipients Inbox or may be received later than expected due to:

• The email automatically being put in the recipient’s Spam/Junk email folder due to their spam filters. Please confirm with the recipient that the notification email isn’t in their Spam/Junk email folder.
• Email providers treating the email as spam 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 the email isn’t in the Spam/Junk folder and your SPF record has been updated with FastTrack's details but you are still experiencing issues with notifications not being received, please have your FastTrack Administrator (FTA) lodge a request via our Service Desk portal and provide the following details for each notification that wasn’t received:

1. Job order number
2. Timesheet week ending date 

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