Listing "single" new request received at Email Notification

Erica L.

When receiving an email alert for a new request received at an intake sheet, if more than 1 request came into the tracker during a specific time frame (say within 2 minutes of each other), we don't want the email notification to "combine" the information from those tickets into the one email. We want each to include just the details from the one ticket request it pertains to. This way the sheet owner can forward the email with the details for one specific ticket to the requestor to let them know status, vs. having to strip out details from other tickets contained in the same email alert. Can this be an enhancement request?

Stephanie Graham

This would be a huge help when we have multiple people working out of an inbox and we want to tag emails for people separately for processing. Now we have to separate the info with a note for individuals to manage parts of the email.

Andrée Starå

Hi @Erica L. @Stephanie Graham

I hope you're well and safe!

If you add a Placeholder field, it will be triggered in separate messages as long as no more than seven rows were triggered.

If six or fewer rows are triggered simultaneously, placeholders with Alert or Update Request actions in change-based workflows will generate separate notifications. The custom subject and body will be removed if seven or more rows are triggered at once.

Make sense?

Would that work/help?

I hope that helps!

Be safe, and have a fantastic week!

Best,

Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

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Erica L.

Hell @Andrée Starå

Thank you for your feedback. I shared the issue a few times with my TAM, technical account manager and he said this was the expected experience. To have the tickets merge into one email when they come in close enough to each other. Wasn't always the case I thought however. We are already using placeholders in the message of the email sent. See attached screenshot. Is this what you're referring to? Doesn't seem to help as the message will just include 1 or more tickets in the same email.

Andrée Starå

@Erica L.

Happy to help!

Strange!

If there are fewer than six, it should be separate. Can you share a screenshot of the Workflow?

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Erica L.

@Andrée Starå: Sure, let me know if this helps:

mnamestkova

When you work with workflows and customized messages in workflows, the automation will generate separate notifications if six or fewer rows are triggered simultaneously. If seven or more rows are triggered at once, the system removes the custom subject and message body -> this merged notification results in the user receiving a table with no message body and the subject line defaults to the internal name of the workflow. This seems like a very poor design to me. Every single time this happens the user either ignores that merged notification or e-mails someone back to ask "What is it?" "What do you need me to do?"

A simple solution would be to let the Sheet Owner/Admin decide on their notifications merge functionality. Let us decide which once we want to merge as opposed to doing it automatically and dropping essential information, which in turn makes the notification itself confusing, if not worthless.

Until fixed, we're advising users to try to avoid the trigger of this merged notification by not triggering too many at a time. Essentially, this defies the purpose of Smartsheet creating that feature, doesn't it?

Thank you for your consideration.