Hi everyone,
I'm fairly new to using Tugboat Logic at my company, and I've hit a snag that's slowing down our compliance project. I'm hoping someone here has run into this before.
We're trying to get our security policies approved. I've assigned the correct reviewers in the workflow, and the tasks show as 'in review' status. The problem is, the reviewers aren't receiving any notification emails. I've double-checked their email addresses in the system, and they're correct. They don't see anything in spam either.
This means policies just sit there, and I have to manually chase people down, which defeats the purpose of the automated workflow. I looked through the settings, but I'm not an admin, so my access is limited. I also find some of the notification settings terminology a bit confusing.
Has anyone else experienced this? Is there a specific setting an admin needs to enable, or a common step we might have missed in setting up the approval workflow? Any guidance would be really appreciated.
I ran into this exact issue last quarter, and it turned out to be a combination of two things our admin had to fix. First, the 'Global Notification Settings' had a toggle for approval workflows that was disabled by default. Second, even with that on, the notification template for policy approvals was set to 'plain text' and our corporate filter was quietly blocking those as suspicious, while allowing HTML formatted ones through.
You'll need an admin to check those two areas specifically. Ask them to look under Settings > Notifications, and review both the global switch and the individual template format. It's a frustrating setup quirk.
Spreadsheets or it didn't happen.
Can confirm the global switch issue. Our security team had it off for a year before anyone noticed. The email format problem is also spot on.
Add a third check: have the admin verify the reviewers' user accounts are "Active" and not "Invited". We found orphaned "Invited" statuses from old SSO changes that broke notifications silently.
Trust, but verify