I have an approval process set up with a 2 step approval.
It sends a custom template for the Approval Request Template (shown on Image 1)
My issue is, when the step 2 approver rejects the approval and it goes back to step 1, the step 1 approver receives the custom rejection email (shown in the Rejection steps of step 2) AND the Approval Request Template again.
Can someone please advise if they have had this issue and how it was resolved?
Thanks very much
Cat
Hi Cat,
This behavior happens because of how Salesforce handles rejections that route back to previous steps in multi-step approval processes. When Step 2 rejects and sends the record back to Step 1, Salesforce re-evaluates the step criteria and re-assigns the record to the Step 1 approver, which automatically triggers the main Approval Assignment Email Template defined at the process level, right alongside your custom rejection email.
Here is how you can clean up that duplicate notification behavior:
1.Review the Approval Assignment Template Setting:Process-Level Template.
Check the top-level Approval Assignment Email Template configured on your Process Definition Detail page. This template fires every time a record is assigned or re-assigned to an approval step. You can verify success by noting whether changing or clearing this default template alters what emails are dispatched upon re-assignment.
2.Adjust Step-Level Rejection Actions:Step Reject Behavior.
Instead of relying on standard step rollbacks that re-trigger assignment emails, consider configuring specific rejection actions (such as Field Updates or custom Email Alerts) to handle status changes explicitly, or route the rejection to a final rejection handler rather than looping back to Step 1. You can verify success when a rejected record updates the status without dispatching the initial request template a second time.
