Jotform Inbox: No Approve button when submission is forwarded

Liebes Support-Team,

Ich wende mich an Sie, um ein Problem in Bezug auf Ihr Bestellformular anzusprechen.

Konkret handelt es sich um folgendes Anliegen: Wenn unsere Kunden im Formular die Option "Unbekannt" unter der Kategorie "Ihr derzeitiger MOTUL-Ansprechpartner" wählen, dann landet das Formular zuerst bei uns im Marketing. Nach dem Ermitteln des Ansprechpartners leiten wir den Antrag ganz normal an diesen weiter. Das Problem besteht darin, dass die Ansprechpartner keine Option mehr haben den Antrag zu genehmigen, sofern dieser von uns zuvor weitergeleitet wurde. Wir im Marketing können diesen annehmen, die Ansprechpartner aber nur dann, wenn der Antrag auf direktem Weg dort ankommt.

Workflow Weiterleitung:
- Marketing bekommt eine Email --> Weitere Aktionen --> Im GUI Weiterleiten --> Problem (In der Email keine Option zum genehmigen oder zum Öffnen)

Wir bitten um Ihre Unterstützung in dieser Angelegenheit, um sicherzustellen, dass Bestellungen auch dann abgeschlossen werden können, wenn der Antrag manuell an den richtigen Ansprechpartner weitergeleitet wurde.

Für detailliertere Informationen zu diesem Problem stehe ich gerne zur Verfügung. Vielen Dank im Voraus für Ihre Unterstützung.

Mit freundlichen Grüßen,

Jan Murszewski
Marketing
Motul Deutschland GmbH

Hi Jan Murszewski,

Thanks for reaching out to Jotform Support. Unfortunately, our German Support agents are busy helping other Jotform users at the moment. I'll try to help you in English using Google Translate, but you can reply in whichever language you feel comfortable using. Or, if you'd rather have support in German, let us know, and we can have them do that. But keep in mind that you'll have to wait until they're available again.

Now, let me help you with your question. I can understand that you wish to approve the order even if it's redirected or forwarded manually to the correct contact. Are you referring to this form ID 220902968514358? Can you share with us the exact location in your approval flow in the area where the issue is as well? It will help us understand better.

If you can take a screenshot of what’s happening, that will help us better understand what’s going on.

Hello, English is perfectly fine as well :D 

Yes, the ID is correct.

The issue arises when the form is not directly assigned to a sales operator but is initially submitted to our marketing department. It is then forwarded to the sales team. The sales team lacks the option to accept, decline, or manage the filled-out form. Customers have the choice to select a sales manager responsible for them; however, if they do not, they enter "Unbekannt (Unknown)." In such cases, we receive an email and manually determine the sales operator for them, afterwards we forward the form accordingly.

The specific workflow is as follows:

- Marketing receives an email (User has not manually assigned a sales operator) --> More options (3 Dots) --> In the Web UI (Forward form) --> Issue (After forwarding the form via the Web UI or email, the receiving person is unable to accept or reject the order).

The entire section for approving, rejecting, or managing the filled-out form is missing.

Screenshots of:
1. The email we receive, which we use to open the UI and forward the form.
2. The way we forward in the UI.
3. The missing Approval box after forwarding.

Thank you for your help.

1.

2.


3.

Hi Jan,

Thanks for getting back to us. That's actually the expected behavior, the Approval buttons will not be available when you forwarded a submission from the Jotform Inbox. What you can do is enable the Reassign option. Once enabled, you can reassign the submission to a specific email address. Let me show you how to set that up:

1. In Jotform Approvals, select the Approval element and click on the Gear icon.
2. Under the Advanced tab, toggle the Reassign switch to On.
   
3. To reassign the submission, while you're in Jotform inbox, click on the Three Dots icon and then select Reassign.
   
4. Enter the email address and finally, click on the Reassign button.
   

Let us know if you need any more help.