Return email to EAM Controller after 2nd time additional information

[Former Member]

Hello experts,

I am trying to provide additional information to the controller for 2nd time, and the email notification is not being sent to the controller but work item goes to the inbox and can be approved. When controller requests for additional info on the logs, notification goes to firefighter and emails go back and forth. Firefighter gets the email for additional info every time the controller requests but Controller is not getting the email for second time. everything else works fine except the second returned email with additional info. Any insight will be appreciated.

Thanks,

Bhanu

[madhusap]

Hi Bhanu,

Controller receives new workflow item in his work inbox for EAM log review.

Event Triggered - NEW WORK ITEM

Controller sends to FF user for additional information

Event Triggered - FORWARD WITH RETURN

Do you have FORWARD and RETURN notifications configured at EAM controller stage?

Regards,

Madhu.

[Former Member]

Madhu,

All 3 notification events  are configured and please note that emails are getting notified and forward and return events are working fine. For  second time additional information returned email - notification is not going into controller's inbox. First round is fine only on the second round ( more additional info) controller is not getting email notification, however the work item comes into inbox and can be approved. So only the email is not going on the second set of events. So controller is getting first 2 emails, firefighter getting 2 emails for 2 rounds of addtional info and controller is not seeing the third email but can approve the request. forward - return - forward - return events are fine but only the email part after second return is not getting forward.

Thanks,

Bhnau