Hi, Mary,

Can you pls provide us with an image of the e- mail they are receiving??

Best,

Clovis Chenaud Jr.

Hi Clovis,
Please see attached.This is not the most current email but the affected user does not have a more recent email. The information is still the same. As you can see from the date on the email, we’ve been seeing this off and on for a while.
Thanks,
Mary

Mary, thanks for sending the images!!

Since it´s, as you state, only one user that´s experiencing this, it “may” be a procedural thing: if you just write the Comments while  approving the step and not toggle on the Notify to: Reviewers of Current Status/Previous Status/Current and Previous Status, the Comments text does not come thru on the e-mail or inbox notification. At least that´s what I found out at our customer´s test site. Otherwise it will only show up on the places you stated on your question.

Hope that helps!!

Best.

Clovis

Hi Clovis,
We have discovered the answer to our conundrum.
The system is actually sending out two emails. The 1st email is generated as a rejection notice with the rejection comments. Because we have our workflows set up to auto-demote upon rejection, the system sends out a secondary email to notifying the user and the change analyst that the change order was moved back to the previous status. The email notice that this user was getting was a change status notification. Since the rejection user was not on the notify list, they did not see the 1st email.
I’m not sure why the business set it up this way but that’s why the user was confused.
I appreciate your help, you pointed me in the direction I needed to look 🙂
Thanks,
Mary