Email Approvals: when email draft is approved "from address" and "signature" come from the "approving user", not the "submitting user"
Trailblazer Community

Known Issues · Fixed

Email Approvals: when email draft is approved "from address" and "signature" come from the "approving user", not the "submitting user"

Activities , Service , Workflow

Last updated 2022-02-10 ·Reference W-1348030 ·Reported By 3 users

Fixed - Spring '14

Summary
When Email Drafts enabled for Case Feed, and are submitted and approved, as part of an approval process that has a "Send Approval Action", the "from address" (and signature) comes from the approving user, not the original creator of the draft email who submitted for approval.

Repro
1. Use an org that has Email Drafts enabled, and an approval process setup for Draft Emails. Further information on how to setup these features can be found below:

Email Drafts in Case Feed: https://help.salesforce.com/HTViewHelpDoc?id=case_interaction_enabling_email_drafts.htm&language=en_US

Approval Processes for Email Drafts: https://help.salesforce.com/HTViewHelpDoc?id=case_interaction_approval_processes.htm&language=en_US

2. Login as User A, who has access to the Case Feed feature, create a draft email, and submit it for approval.

3. Login as User B, who has been configured as the approver for the Email Draft Approval Process configured. Review the email draft submitted for approval by User A, and "approve" the email, which should trigger the "send action" on the approval process, and deliver the email to the intended recipient.

4. Instead of receiving the email from expected User A, who actually drafted and submitted the email for approval, the recipient instead receives the email from User B who approved the email (i.e. the "from address" and "signature" on the email sent/received comes from User B, not User A).

Workaround
None Available

Reported By (3)

Trina Morrow Chris MacDuff A Admin

Is it Fixed?

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