Copies of same document created when voided documents gets resent for DocuSign
Refer to Support
Zendesk Ticket: https://ungerboeck.zendesk.com/agent/tickets/391457
Account: Dunedin Venues Management Limited
Region: APAC
Articles used in your research: NA as it is an edge case https://support.docusign.com/s/document-item?language=en_US&rsc_301&bundleId=oeq1643226594604&topicId=vks1578456426150.html&_LANG=enus
General
Business impact if not resolved: Duplicate documents with the exact same document ID created which causes even more issues when sending documents out for DocuSign
Short Summary of issue (issue description): Copies of same document created when voided documents gets resent for DocuSign
Macro Vertical: Other
Debug Environment:
Customer DB Location: Hosted
Database: Dunedin_0932465047
Server: Debug-Sydney,1433
Version: 26.2.2026072001
V30 Link: https://supportwebap.ungerboeck.com/Dunedin_Prod_0932465047_USI_V30/app85.cshtml?
User Login: usiadmin // ITRocks2014
Recreation Steps:
1. From the accounts - all window, search for 00027569
2. Go to the documents tab. Notice that there are 23 documents here. Right click > Show Columns. Bring in Electronic Signature fields (should be 2 of them)
3. Notice that document count goes up to 25. That's extra 2 documents.
4. Select the 2 word documents that were created at 06/08/26 01:47pm. Right click> Send for electronic signature. Notice that it doubles up.
5. What I have noticed is that when the original documents were sent for DocuSign, and it comes back voided, users are able to reuse these documents to send for DocuSign again. This process creates the duplicate documents.
Observed vs. Expected Results: I am seeing that there are duplicate document IDs showing up in the system due to voided DocuSign documents being reused. However I am expecting the system to stop users from reusing these. Even in Docusign, once an envelope is voided, there is no reusing it. Users have to copy or create new versions of the document to start the process again.
What does the client want to accomplish: Client does not want the duplicate documents to show up when sending for DocuSign. However I believe that customer also needs to rectify their workflow on top of having dev put in stricter rules around documents that have been sent/used for DocuSign.
Attachments:
Attachments or screenshots:
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Cathy Herrick Mike Schepker Pieter Du Plooy I feel like there is an opportunity to formulate a best practice of not using documents that were already sent out for DocuSign to be reused. However, I also feel like we need a safeguard in the software to prevent users from reusing the same documents which are already stamped with an electronic signature provider's ID to be reused to send out for electronic signature.
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Seth Halvaksz - I think we need PM to weigh on expected behavior for this specific use case.
From what I can gather of expected behavior on the KB we are saying that envelopes in a created status can be resent, but doesn't mention void. another part of the article advises to use DocuSign to manage voided envelopes (see screenshot)
https://supportcenter.ungerboeck.com/hc/en-us/articles/360015326334-Electronic-Signature-Envelopes
Re-Send Envelope for Electronic Signature
If the envelope is in a Created status, you can re-send it from the Electronic Signature Envelopes page. Select the envelope in the list then right-click the it and select Re-Send Envelope for Electronic Signature.
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I'll need input from Dustin and he's out rest of week.
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I just received another case from ICC Sydney and they are certain that it was a bug in 26.1 or 26.2 as it never used to send double ups when reissuing the envelope.
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Please open a bug.
I spoke with engineering, and here were the comments:
“The join bug was probably there from the beginning, just didnt have the data to expose it. The second one I think may have happened with our mass code conversion but I dont know till I dig in.”
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ME-9609 created for this case.
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