Question

Photo of Brendan Yost

0

SignNow Signature Documents No Longer Automatically Sending

2

Hello -

We have recently encountered an issue with our SignNow documents going out automatically.  When we have a required document for a Group, the document sends fine.  But when we have a required signature document for an event, it is never picked up by the job.

When we run the job, it doesn't see that there is an outstanding document that needs to be emailed:

Screen Shot 2017-12-16 at 2.46.24 PM.png

However, if you pull up the registration, it shows an outstanding document:

Screen Shot 2017-12-16 at 2.47.11 PM.png


Incidentally, if you click "Send Signature Request", the request emails out fine, and the rest of the process works correctly.

We aren't certain, but it appears that this stopped working with the release of version 6.10.

Also the admin document mentions the following option:

  1. Applies To:Will always be the registrant of the registration. A signing request will be sent for each registrant.
  1. Assigned To:This is a bit more complex. If the registrant is an adult, then theAssigned Towill be the registrant. If the registrant is a child, theAssigned To will be the person completing the registration.

We don't see these options in our registration template configuration, or our registration configuration.  This leads me to believe something might not have been gone correctly during our upgrade somewhere along the way.

Any advice would be greatly appreciated.  Again, this feature was working swimmingly - until it stopped.

Brendan


  • Daniel Hazelbaker

    Daniel Hazelbaker

    Brendan, Could you post a screenshot of the event configuration screen that shows the signature document section as well?

    • Photo of Brendan Yost

      0

      Here is a copy of our event registration configuration with the document:


      Screen Shot 2017-12-19 at 9.36.30 AM.png

    • Photo of Daniel Hazelbaker

      0

      I don't see any changes between 6.9 and 6.10 in the event registration process that could be remotely related to this, but that doesn't mean there wasn't some other change that is causing the document to not save or the e-mail to not go out for some reason. Couple things you can check. Have somebody register and then once they are registered wait about 2 minutes and check:

      1. General Settings > Signature Documents > Student Ministries Liability - and see if there is a signature document waiting for them to sign.

      2. Check in the same spot if there is a previous document already signed by them (there is no filter so you'll have to do a text-search for their name). Once a person has signed a specific document type it will not automatically ask them to sign the same one ever again - even for a new event.

      3. Check your Rock exception log and see if there are any exceptions that coincide with the time the registration was completed. The signature document request is handled in a background task so the UI would complete and appear successful even if an error occurs trying to send the document request. (This is done in a number of places so that if the mail server is down, or slow to respond, the entire UI process does not hang)