Struggling with Notification Preferences

I have a user with the following configuration:

Two automations are defined:

1 - Trigger: When rows are changed. Alert Someone - Send to Specific People (contacts provided)

2 - Trigger: When rows are added or changed. Alert Someone- Send to Specific People (contacts provided)

There is no problem with the notifications firing and being received. The problem is WHERE the notifications are received. The notifications from Trigger #1 are sent to his email ID, however, the notifications from Trigger #2 are sent to Microsoft Teams (he has the Smartsheet app installed).

I would have expected both to be sent to email. Why not?

Is there documentation that can provides clarity?

Best Answers

  • Brian_Richardson
    Brian_Richardson Overachievers
    Answer ✓

    Seems like a bug, I’d reach out to Support.

    BRIAN RICHARDSON | PMO TOOLS AND RESOURCES | HE|HIM

    SEATTLE WA, USA

    IRON MOUNTAIN

  • Genevieve P.
    Genevieve P. Employee Admin
    Answer ✓

    Hey @LWright

    Yes, this looks to be unexpected, as your workflow should count as a "sheet change" and not a sharing invitation.

    Please submit your ticket to Support through the Support Portal with the following information:

    • Screen capture of the second workflow build (as you have above, but including the message)
    • Identify the Workflow ID (Sheet > Automations > Manage Workflows > three dots in the top right > Workflow Properties)
    • Screen capture of the message received in Teams
    • Email address of the user that is receiving the notification
    • Screen capture of the user's Notification Preferences (as above)

    Thank you,

    Genevieve

Answers

  • Brian_Richardson
    Brian_Richardson Overachievers
    Answer ✓

    Seems like a bug, I’d reach out to Support.

    BRIAN RICHARDSON | PMO TOOLS AND RESOURCES | HE|HIM

    SEATTLE WA, USA

    IRON MOUNTAIN

  • Genevieve P.
    Genevieve P. Employee Admin

    @LWright I agree with @Brian_Richardson - both workflows should be sending to this user's email as they're sheet changes.

    Is it possible that the second notification received in Teams was from a different workflow/action? Do they have any emails caught in their spam?

  • LWright
    LWright ✭✭✭

    Thanks Brian/Genevieve for your responses.

    Genevieve...Yes, they are from different workflows, but because they both are sheet changes, I expected both to be delivered to the employee's email ID. Is my assumption wrong? By the way, nothing is in Clutter/Junk folders.

  • Genevieve P.
    Genevieve P. Employee Admin

    Hi @LWright

    My apologies, I meant is it possible the Teams notification came from another trigger... a third trigger (such as someone @mentioning them).

    Can you post a screen capture of the full workflow set-up for the second workflow? But please block out sensitive data. 🙂

  • LWright
    LWright ✭✭✭

    Understood. We don't utilize @Mentions. The triggers are relatively basic. They are below.

    Trigger #1


    Trigger #2


  • Genevieve P.
    Genevieve P. Employee Admin
    Answer ✓

    Hey @LWright

    Yes, this looks to be unexpected, as your workflow should count as a "sheet change" and not a sharing invitation.

    Please submit your ticket to Support through the Support Portal with the following information:

    • Screen capture of the second workflow build (as you have above, but including the message)
    • Identify the Workflow ID (Sheet > Automations > Manage Workflows > three dots in the top right > Workflow Properties)
    • Screen capture of the message received in Teams
    • Email address of the user that is receiving the notification
    • Screen capture of the user's Notification Preferences (as above)

    Thank you,

    Genevieve

  • LWright
    LWright ✭✭✭

    Thanks the case has been opened.