ServiceNow - DocuSign integration - Employee Document Management. No email send out when envelope is created.

Question

Hello community,When a process is started in ServiceNow via the automated document creation tool and send over to DocuSign via API integration, the envelope is remaining in waiting for others- But, no email is being send out which would allow the assigned to user (Document signer) to open the envelope and sign. We used the following envelope: https://demo.docusign.net/restapi/v2/accounts/10316998/envelopesAnyone an idea why this is the case? Note: This is a connection with the demo instance of DocuSign, not the live instance. In the past it was working for pdf templates, but not its not working for HTML templates being send out. Envelope is created, document and process steps displayed in the right way but not no email send out. Many thanks.

Community Expert · Accepted Answer

Hi,Thank you for reaching out to the DocuSign Community.Since you are using an integration to send through DocuSign, there is a possibility that the integration is setting up the recipient as a Embedded/Captiverecipient (these recipient types don't receive email notifications by default).It's common that recipients will become set as embedded signers through an API call that specifically sets them this way using a clientUserID code (see Step 1 of theEmbedded Signing - REST API Guide).Using embedded recipients you can let users sign or send documents directly through your UI, avoiding the context switch to email.If you want to send an email notification to a recipient who's currently set to an embedded signer type, you can remove that recipient completely from the envelope when usingCorrect, and add them as a remote signer (a recipient with a name and email address with "Needs to sign" as their role type) by clicking "Add recipient" during the Correct process.You might find the following information useful:Captive recipients | DocuSignIf you believe that you need further assistance, or require the assistance of a live agent, you can always create a Support Case to have a Support agent work with you.https://support.docusign.com/s/contactSupportIf you are not able to open a Customer Support case via the above link, you can scroll down to More Support Options and select "I can't reset my password or don't have an account." you will have the option of filling out the form or calling Support.Please click "Select as Best" below if you found the answer to be a valid solution to your issue.Thank you for using DocuSign, we hope you have a wonderful rest of your day!Best regards,Rebeca | DocuSign Community Moderator

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