Docusign webhook not returning status Recipient 2 back to ServiceNow when wrong email

[tuyettruc0703]

I am using Flow Designer to send an envelope. However, when I send the envelope to two recipients and the second recipient has provided an incorrect email address, the first recipient signs successfully. However, in the ServiceNow table, the status for the first recipient is shown as "Delivered," but the status for the second recipient remains "Created." The second recipient's status should ideally be "AutoResponded" in this scenario.

While the status updates correctly in DocuSign, the ServiceNow table's recipient column does not reflect these changes. How can I ensure that the status updates are accurately reflected in ServiceNow?

[Community Alums]

Hi @tuyettruc0703 ,

- In order to get DocuSign Envelopes in ServiceNow instance, envelopes must be created from the ServiceNow instance using one of the following actions:
- Create Draft Envelope from Template
- Send Adhoc Signature Request to User
- Send Adhoc Signature Request to Users
- Send Adhoc Signature Request to Users - Inline

Existing envelopes won't get synchronized into the ServiceNow Envelopes table. Are you using the above actions and create the envelope? 

Have you tried changing the api setting from rest to legacy?

As a DocuSign admin.....

1. Log into DocuSign

2. Go to Settings

3. Left menu, go to Integrations > Connect

4. Click into your configuration

5. If you're doing a webhook and not just a connection, make sure the "URL to Publish" has https://INSTANCE_NAME.service-now.com/api/sn_docusign_spoke/docusign_webhook

6. At the bottom of the page, check "Include Basic Authentication Header" and type in your credentials for the user inside ServiceNow that you will use for authentication

7. Save Configuration

8. Test it! 

[tuyettruc0703]

Thank your rely!

I'm using Flow Designer to send an envelope to two recipients. The first recipient's email is correct, and they sign the document successfully. However, the second recipient provides an incorrect email address. In this case, I want the status of the second recipient to be changed to "AutoResponded."

Although I receive all status updates for the envelope and recipient responses in my table, the issue arises when the status doesn't change to "AutoResponded" when the email address is incorrect. How can I ensure that the status of the second recipient is updated to "AutoResponded" in such cases?

[tuyettruc0703]

Thank your reply!

I'm using Flow Designer to send an envelope to two recipients. The first recipient's email is correct, and they sign the document successfully. However, the second recipient provides an incorrect email address. In this case, I want the status of the second recipient to be changed to "AutoResponded."

Although I receive all status updates for the envelope and recipient responses in my table, the issue arises when the status doesn't change to "AutoResponded" when the email address is incorrect. How can I ensure that the status of the second recipient is updated to "AutoResponded" in such cases?