ClickApprove Contacts Not Visible in Dropdown Due to Missing Role Field

Symptom

When sending an email using ClickApprove, contacts are not visible in the dropdown. The ClickApprove Contact Role records exist in the related list of the Case, but do not appear in the UI dropdown.

In non-working samples, the "Primary" checkbox may be set to true for multiple Contact Role records, whereas in working samples the Primary checkbox is typically false.

Cause

The ClickApprove email component requires the Role field to be populated on Contact Role records to display them in the contacts dropdown. Missing Role values cause the contacts to be filtered out from the UI.

Resolution

Step 1: Navigate to the Case

Go to the Case where ClickApprove contacts are not visible.

Step 2: Open the ClickApprove Contact Roles related list

Locate the ClickApprove Contact Roles related list on the Case.

Step 3: Check each Contact Role record

Open each ClickApprove_Contact_Roles__c record and verify whether the "Role" field is populated.

Step 4: Populate the Role field if blank

If the Role field is blank, set it to the appropriate value (e.g., "Business User") and save the record.

Step 5: Verify the Primary checkbox

If the issue persists, verify that the "Primary" checkbox is correctly set — avoid having Primary=true on multiple Contact Role records simultaneously.

Step 6: Refresh and verify

Refresh the ClickApprove send email screen and verify contacts now appear in the dropdown.

Additional Notes

• Ensure that any automation or trigger that creates ClickApprove_Contact_Roles__c records populates the Role field
• Review the ClickApprove user guide Section 2.3 "Set Permissions" to verify all permissions are configured correctly
• If ClickApprove_Contact_Roles__c does not have field history tracking enabled, it may be difficult to determine when/how the Role field was cleared