Update Request Automation not sending to free users despite "Unrestricted" Automation permissions?

Christopher Neal

Same issue here, I had workflows that were working for months same settings now and not working.

Nick Burrus

https://community.smartsheet.com/discussion/comment/389730#Comment_389730

Thank you for the update. We'll use an alternative method for sending out a survey temporarily.

Genevieve P.

Hi all,

This issue is now resolved as of 6pm PST on August 21st! Workflows will successfully send emails to users who do not have Smartsheet accounts.

Thank you for your patience as we looked into this.

Cheers,

Genevieve

Sarah Donnelly

Thank you for the update on this @Genevieve P.

MATF12

Afternoon all,

I'm still seeing e-mails from Smartsheet that some of my users will not receive notifications, even on the unrestricted Workflow setting. Anybody else still seeing the same?

Lynn U

I am still having this issue as well, anybody still having these issues?

Ezra2023

I am experiencing the same thing. I have "Unrestricted" but I got the notification that users are not receiving the email.

AdrianDiaz

Same issue here, on January 2024: some emails return an error asking to change the permissions to a less restrictive setting, but the setting are already "Unrestricted".

Brooke R

Any update on this? Having the same issue with settings at 'Unrestricted' as of 2/29/24.

Mike S.

Looks like this problem persists. I am seeing this issue on two different accounts. @Genevieve P. is this still an open issue? I will submit a ticket, but if there is already multiple in, you may not need it.

Mike

Genevieve P.

Hi @Mike S.

What you're seeing this week is a slightly different issue to this thread, and yes! It has been reported as an open issue with Support.

This current issue is happening specifically when new users (Smartsheet accounts created this November) are recipients of the alerts. Although I don't have an ETA for you, I can confirm that our Engineering team is actively investigating the root cause for these errors.

Cheers,
Genevieve

Asher_Schulz

@Genevieve P. We're also having this problem with external emails (emails without Smartsheet accounts). Is this part of the known issue as well?

Amy.Mizzi.RP

@Asher_Schulz, I'm experiencing this issue with Alert type workflows, with both internal and external emails. The internal emails do not have Smartsheet accounts, and I assume the same is true for the external accounts but can't be sure. The response I received from Support did not indicate that this is a known issue, so I'm glad I found this thread.

Some of these automated emails are critical and customer-facing, so appreciate you keeping us updated, @Genevieve P.

Genevieve P.

Hi all (@Mike S. / @Asher_Schulz / @Amy.Mizzi.RP),

The reported issue has now been fixed; Sheet and Workflow owners should no longer unexpectedly receive the notifications saying that the workflow did not send to specific emails, even though the permissions are set to "Unrestricted".

If you see this type of email moving forward, please check your automated workflow permission settings and contact the user directly to see if they have unsubscribed from the workflow.

Cheers,
Genevieve

Mike S.

Thank you @Genevieve P. !!!!