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

Mike S.

@Genevieve P. , do you know if this error had any relation to the error where workflows were failing randomly, saying a block needed to be corrected. But in reality there was nothing wrong and just had to go into the workflow and save it again? Saw that about 15 times over a 2 day period. Thanks!

Genevieve P.

Hi @Mike S.

What you're describing sounds like a different issue; if it happens again, please capture screen recordings and provide this to Support with the Sheet URL and the Workflow IDs.

Thanks!
Genevieve

Mike S.

@Genevieve P. Will do.

Amy.Mizzi.RP

Hi @Genevieve P. thank you for keeping us updated! I wanted to share that a colleague of mine is still (as of today) receiving these error emails on an existing Alert workflow.

• Automation permissions are Unrestricted
• The recipient for the Alert email is external, and this is the first Alert email we would have sent them, so they can't have unsubscribed before the workflow ran.
• My best guess is that they do not have a Smartsheet account.

Genevieve P.

Hi @Amy.Mizzi.RP

Email addresses that do not have a Smartsheet account should still receive the automated workflow email notification.

Have you contacted the recipient to confirm they did not receive the alert? If so, please reach out to Smartsheet Support with the following details:

• Sheet URL
• Workflow ID (under "Properties")
• Full screen capture of the error email received, with a date stamp
• Full screen capture of the workflow set-up to show "Unrestricted"
• Recipient Email

They can troubleshoot with you in a private channel.

Thanks!
Genevieve

Amy.Mizzi.RP

Hi @Genevieve P. , will do. Have you come across instances where the recipients are receiving the emails, and the "recipient isn't receiving" email was sent to the automation owner in error? It hadn't occurred to me that the bug could be in the error alert rather than in the workflow.

Genevieve P.

Hi @Amy.Mizzi.RP

That is what was happening earlier last week, which should now be resolved 🙂

The error was that the sheet owner was receiving an alert that someone did not get the email, but they actually had received the alert. This should be fixed, so if it isn't, please contact Support.

Thanks!
Genevieve