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Is this normal behavior for delayed routing?

  • May 1, 2024
  • 5 replies
  • 185 views
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Active Voice
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  • CDJActive Voice
  • Active Voice

Docusign fam, one of the users I support brought this to my attention. She sends a contract to a single recipient to sign, and then she has a number of cc recipients. Two of the cc recipients need to receive the signed contract immediately, but because the signer has 7 days to back out, only after 7 days should 3 others receive their copies. What she and I discovered experimenting with and without a delay, is that none of these things happen when the delay exists:

  • The sender receiving the notification that the signer has viewed the document
  • The sender receiving the notification that the signer has completed the document
  • The signer receiving the notification that the document is complete
  • The two cc recipients receiving their copies of the completed document

To be clear, there are no more signing recipients after the hold, only cc recipients. As such, the above behavior makes no logical sense to me. Am I missing something?

Best answer by nathaly.monge

Hello @CDJ ,

 

Thank you for reaching back.

 

I understand, to report a bug and/or provide feedback you can: provide feedback directly from your account if you are an admin or open a customer support case.

 

Can you please confirm that the below does not apply for your envelopes?

 

  • The hold period is not at the start or end of the envelope as it must have at least one recipient before and after it.
  • Only one hold period is in between each position in the routing order (e.g., between routing order 1 and 2).
  • No delay added between recipients at the same routing order.
  • Not supported features: Remote Online Notary.

 

If they do not apply and you’re a Docusign Administrator for a corporate plan, you have the additional option of filing your request directly when you’re logged into your account. You’ll be able to click the “Give Feedback” button at the bottom of the screen to submit your idea.

 

Otherwise, you can create a Customer Support case by clicking the link below, and we’ll address your request as soon as possible. https://support.docusign.com/en/contactSupport  

 

  1. Select Open a Support Case at the top of the page.
  2. Select the Continue button beneath eSignature, Rooms, and CLM. Note: If you're a DoD customer, select DoD Customer Login.
  3. Log in using your Product credentials (email and password) and select Continue:
    1. The Docusign Support Center requires login credentials for a Production account. The account can be a Trial account, but it must be in a Production environment (i.e., not a Demo or Sandbox environment).
    2. Have issues logging in? Try these troubleshooting steps.
  4. Select a Case Subject. Note: If you have multiple DocuSign accounts, a pop-up will appear. Select an account to continue.
  5. Select any of the resources under ‘Need Answers Fast?’ that address your issue.
  6. If that doesn't answer your question, select the Add Case Details button.          
  7. Complete the case form.

 

Let us know if you need further assistance with this.

 

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

5 replies

Justin Jiang
Established Contributor
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  • Justin JiangEstablished Contributor
  • Established Contributor
  • May 1, 2024

It sounds like you might need a conditional workflow where certain recipients receive the document immediately after signing, while others receive it after a delay. This can be somewhat complex to configure if you are using standard DocuSign features. You might need to explore using advanced features like DocuSign's PowerForms or custom API integrations that support conditional logic based on time delays or specific triggers.

Welcome to the DocuSign Community and University! Your feedback is immensely appreciated. If this answer resolves your issue, please feel free to give it a Like and mark it as the "Best Answer". This helps others in the community find the information they need. Visit us at http://dsucustomers.docusign.com for more resources and support.
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Community Moderator
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  • nathaly.mongeCommunity Moderator
  • Community Moderator
  • May 15, 2024

Hello @CDJ ,


If you found the provided response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.


Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

C
Active Voice
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  • CDJActive Voice
  • Author
  • Active Voice
  • May 17, 2024

@nathaly.monge while I appreciate @Justin Jiang taking the time to reply, I’m still convinced this is a system bug the Docusign engineers need to address. I shared this with my account manager and he agreed with me. Is there any way in this new community to submit a bug report or new feature request?

N
Community Moderator
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  • nathaly.mongeCommunity Moderator
  • Community Moderator
  • Answer
  • May 20, 2024

Hello @CDJ ,

 

Thank you for reaching back.

 

I understand, to report a bug and/or provide feedback you can: provide feedback directly from your account if you are an admin or open a customer support case.

 

Can you please confirm that the below does not apply for your envelopes?

 

  • The hold period is not at the start or end of the envelope as it must have at least one recipient before and after it.
  • Only one hold period is in between each position in the routing order (e.g., between routing order 1 and 2).
  • No delay added between recipients at the same routing order.
  • Not supported features: Remote Online Notary.

 

If they do not apply and you’re a Docusign Administrator for a corporate plan, you have the additional option of filing your request directly when you’re logged into your account. You’ll be able to click the “Give Feedback” button at the bottom of the screen to submit your idea.

 

Otherwise, you can create a Customer Support case by clicking the link below, and we’ll address your request as soon as possible. https://support.docusign.com/en/contactSupport  

 

  1. Select Open a Support Case at the top of the page.
  2. Select the Continue button beneath eSignature, Rooms, and CLM. Note: If you're a DoD customer, select DoD Customer Login.
  3. Log in using your Product credentials (email and password) and select Continue:
    1. The Docusign Support Center requires login credentials for a Production account. The account can be a Trial account, but it must be in a Production environment (i.e., not a Demo or Sandbox environment).
    2. Have issues logging in? Try these troubleshooting steps.
  4. Select a Case Subject. Note: If you have multiple DocuSign accounts, a pop-up will appear. Select an account to continue.
  5. Select any of the resources under ‘Need Answers Fast?’ that address your issue.
  6. If that doesn't answer your question, select the Add Case Details button.          
  7. Complete the case form.

 

Let us know if you need further assistance with this.

 

Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

N
Community Moderator
Forum|alt.badge.img+17
  • nathaly.mongeCommunity Moderator
  • Community Moderator
  • June 3, 2024

Hello @CDJ ,


If you found my response to be a useful solution to your question, please mark it as the best answer by clicking “Select as Best” to make it easier for other users to find.


Best regards,

Nathaly | Docusign Community Moderator
"Select as Best" below if you find the answer a valid solution to your issue!

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