Automation not working for one specific email in one specific sheet


We have a sheet that our medical providers use to track deceased patients and whenever a patient’s information is added, their provider’s email is entered into a column which triggers an automated message so they can confirm that the patient is deceased. It has been working just fine except with one of our providers. I tested it by entering my email and others have too. It works when we enter ours but with hers, she never receives the message. She has a license and gets all other Smartsheet automated messages on a regular basis. I suggested changing the automation settings but the sheet owner is not comfortable with that since it can be sent to anyone’s email address and there is confidential patient information there. Any ideas or suggestions?


  • Gia Thinh
    Gia Thinh ✭✭✭✭✭✭
    edited 06/27/23

    Hi Bethany,

    It seems that SHE has accidentally unsubscribed the automation workflow to receive the alert.

    You may want to have the sheet owner to check this issue in the workflow property. If it is the case, the sheet owner can duplicate the current workflow to create a new workflow that reconnects to HER, then deactivate the old workflow.

    Hope that helps.

    Gia Thinh Technology Co., LTD - Smartsheet Solution Partner.