Job automation: Troubleshooting
Sometimes, an automated action might fail—a job isn’t added to a pipeline automatically, for instance. There’s always a reason behind why it failed—and a way to fix it. Read on to learn how to troubleshoot.
Identify job automation issues
Automation errors can occur during job creation or stage changes. Here’s how they appear depending on the type of action:
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Automatic job creation or move
When jobs are created automatically (e.g., through recurrence) or moved automatically between stages and there is an automation issue, you’ll receive an Inbox+ notification. The notification will indicate which pipeline the job couldn’t be added to and provide details about the failure.
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Manual job creation or move
When you create a job manually or move a job to a different stage and there is an automation issue, you’ll see that the automation appears greyed out and an exclamation icon appears next to the automation. Hover over the exclamation icon to see the error message.
Send email automation failed
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“Cannot send email. There are no linked contacts with ‘Notify’ box checked”
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“The designated sender can’t send emails. Please check action settings”
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“The designated sender doesn’t allow to send emails from their email account”
“Cannot send email. There are no linked contacts with ‘Notify’ box checked”
What went wrong: The job is for an account that is still offline (the user of the account cannot receive email from TaxDome until they have activated the account).
The fix: Go to the Info tab of the account, then invite the client to use their TaxDome portal by checking the Login box (to see detailed instructions, go here ).
“‘From’ field is empty in the email template”
What went wrong: The email template’s From field wasn’t filled in.
The fix: Enter the name of the sender in the template’s From field (for more details, go here ).
“The designated sender can’t send emails. Please check action settings”
What went wrong: The team member who sent the email either (1) hasn’t synced their email with TaxDome or (2) entered a name that doesn’t match their own in the email template.
The fix: The team member will need to either (1) sync their email or (2) change the name of the sender in the email template to match their own (for more details, go here ).
“The designated sender doesn’t allow to send emails from their email account”
What went wrong: The team member named as the sender did not allow other team members to send emails on their behalf.
The fix: The team member will need to allow other team members to send emails on their behalf in the Email integration settings (for more details, go here ).
Other job automation issues
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Create task: “Can’t create task because the due date has already passed”
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Send message: “The sender’s permissions don’t allow you to perform this action”
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Send proposal: “Action Forbidden! Your user permissions don’t allow you to perform this action”
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Send proposal: “The account has no contacts who can sign the contract”
Create task: “Can’t create task because the due date has already passed”
What went wrong: The due date specified in the task template has already expired.
The fix: Change the due date in the task template ( see how ) or use relative dates by turning off the Absolute dates toggle.
Send message: “The sender’s permissions don’t allow you to perform this action”
What went wrong: The employee named as the sender in the message template either (1) doesn’t have access rights to view all clients or (2) is not assigned to the account the message is for.
The fix: Give the team member indicated as the sender in the email template access rights to view all clients ( see how ) or (2) change the sender ( see how ).
Send message: “Some messages were not sent. The following accounts are in status Offline, so we couldn’t send messages to them”
What went wrong: The job is for an account that is offline (the users of this account cannot receive notifications emails until it is activated).
The fix: Go to the Info tab of the account, then invite the client to use their TaxDome portal by checking the Login box (to see detailed instructions, go here ).
Send proposal: “Action Forbidden! Your user permissions don’t allow you to perform this action”
What went wrong: The employee trying to launch the automation doesn’t have access rights to manage proposals.
The fix: Give the team member indicated as the sender in the proposal template access rights to manage proposals ( see how ).
Apply folder template: “Action Forbidden! Your user permissions don’t allow you to perform this action”
What went wrong: The employee trying to launch the automation doesn’t have access rights to apply folder templates.
The fix: Give the team member indicated as the assignee of the job access rights to manage documents ( see how ).
Send proposal: “The account has no contacts who can sign the contract”
What went wrong: None of the account’s linked contacts have the signatory authority enabled.
The fix: Go to the Info tab of the account, then check the Signatory box for one of the contacts (for more details, go here ).
Grant support team access
Before contacting the support team, grant them access to the web portal in advance so that they can perform some action as if they were owners of your firm. It allows the support team to quickly resolve issues by performing actions on your behalf, saving you time and ensuring efficient troubleshooting.
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Go to Settings > Firm Settings from the sidebar menu.
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In the Editor access section, toggle on Allow support team to log in with owner-like permissions.
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(Optional) Set the time this permission is valid. By default, access is given for one month, but you can increase or decrease it.
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Click Save.
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