Approval Workflow: Email sent to unconfigured address in Solicitud de Cheque form

Hello Support Team,

We have been experiencing ongoing issues with the approval workflows, and at this point it is becoming extremely frustrating.

I want this case to be reviewed by an actual support representative. I do NOT want an AI-generated response or automated troubleshooting steps. Please have someone manually review the workflow configuration.

Here is the issue:

We have a form called “Solicitud de Cheque”:

https://www.jotform.com/tables/250444421295857

There is a condition configured where, when the user selects “WYM”, the first approval must go ONLY to the “Immediate Supervisor”.

However, the approval request is also being sent to mrosa@wym.sv, and after reviewing the entire approval flow configuration multiple times, THAT CONFIGURATION DOES NOT EXIST anywhere in the workflow.

This is creating confusion and affecting the approval process internally.

We need an explanation as to why the system is triggering an email address that is not configured in the workflow, and we need this issue resolved as soon as possible.

Please escalate this case to technical support for proper investigation.

Regards,

Hi Ambar,

One of our Support Team members will take it from here to follow up shortly.

Let us know if you have any other questions.

Hi Ambar,

Thanks for reaching out to Jotform Support. After cloning your form and performing some tests, I was able to replicate the issue. I'm still unable to find where the undesired email is coming from and will need some time to check this further.

Thanks for your patience. We appreciate it.

Hi Ambar,

After spending some time, I found that what is currently happening on your form, when you submit it, the following email is sent:

This happens due to the Split element you have added right after submitting the form. This currently doesn't work as a conditional element, but instead, redirects the flow to multiple ways. Here is a screenshot of the element I'm referring to:

I recommend that you replace the Split element with a Conditional Branch element. This will allow you to set up different conditions and redirect the flow accordingly. Let me show you how to do it:

1. In Workflow Builder, click on the Split element and delete it.

2. Then click on Add Elements.

3. Scroll down to the Conditional Branch element and click on it to add it to your flow.

4. Select the Conditional Branch element and click on the Gear icon.

5. You can add your conditions here, and once you are done, click on the Save button.

6. After setting up your conditions, you can select the desired outputs and redirect the flow to the desired path:

After doing this, the flow should send the corresponding email without triggering steps or emails from other paths.

Give it a try and let us know how it goes.