Wrong manager is receiving the notification for document routing.

[SnehaK1]

Hi,

Wrong Employee received the mail notification which was generated after the document routed to next step in route map. Attaching the email received in the attachment.

Please note that there were two managers with same name however the employee IDs were different for them. So why the system is populating the mail to incorrect Manager in the email. Kindly confirm the root cause, also confirm how this issue can be avoided in the future.

issue in Requesters words: 

 As discussed in the call the user David Martin (438987), received the Document Routing Notice on Monday, Apr 15th for the SR form which belongs to another user David Martin (513255). The details are attached. The only common thing is their names, the e-mail addresses are different obviously. Could you please check how come the notification is sent to the wrong user? How are the recipients defined in the system for this notification?

Thanks,

Sneha

[CSmith]

Hi, 

It is very unlikely that users would get mixed up by names as the system would only be looking at their userid.  Can you please check the Email Notification Templates Setting admin page and verify that the notification received is being triggered from Routing (wording is the same)?  If so, and there is no worksheet launched for the other user, please log a support ticket for further investigation.

Thanks,

Christian