E-MCF/WF: Expense Approval Emails are not Received by Recipients Located in Specific Countries (Doc ID 2806576.1)

Last updated on MARCH 29, 2023

Applies to:

Symptoms

Expense Approver Users and Managers observed that when an Expense Report transaction is submitted for approval, or acted on within the different Approval Levels, the Workflow System is not sending the expected Email Notifications alerting them about the new transaction to review/approve. Only recipients in Europe, China and HK are affected. Workflow users in US and India are not affected and can receive expense approval emails just fine. 

Whenever an Expense Report transaction is submitted for approval, or acted within the different Approval Levels, the Workflow feature should submit the proper Email Notifications to the Approver Users and Managers, letting them know about the latest status and progress of the transaction at hand. Users have come to relay on such Email Notifications to review and approve submitted transactions. If such Email Notifications are not being received promptly, Users are not aware there are transactions to review/approve, and hence, the approval process gets delayed.

SMTP log shows the following error:

Replication Steps:

  1.- Log into the FSCM Online Application as an Expenses Employee
  2.- Create a brand new Expense Report transaction
  3.- Submit the Expense Report for approval
  4.- Confirm that the Expense Report got routed to the pertinent Approver User
  5.- Also confirm that the Approver User is not receiving any Email Notification about the recently created Expense Report that has been submitted, and is awaiting for review/approval

Environment:

- PeopleSoft Enterprise FSCM 9.2 Application Release 
- PeopleTools Version 8.56.10
- Oracle 12.1.0.2 Database Platform
- Production Environment on OCI

Cause

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