Send from Triggering User not working

A Tan

I am tasked to create a routing approval Smartsheet.

One of the steps is to get Smartsheet to send an email to a Leader and the Leader will reply via email instead approving via Smartsheet due to audit purposes where the email approval needs to come from the Leader mailbox.

I tried using the “Send from Triggering User” in Alert Someone (see screenshot below). I got my colleague EH to submit the request but when I use the email to reply to, it is replied to me (From: ATan via Smartsheet <automation@app.smartsheet.com>) instead of the Triggering User who is EH. I have set the form where a user needs to login.  

How can I resolve this?

PQTO_SendFromTriggerUser.PNG

A Tan

Forgot to mention I am the sheet owner and the “Send from Triggering User” is not sending to the user but to the sheet owner instead

Paul Newcome

How do you have your trigger set up?

A Tan

It is set up as a Alert Only - “Send from Triggering User” 

PQTO_SendFromTriggerUser.PNG

I have set the form

where a user needs to login.  

Paul Newcome

I am talking about the top part of the automation that has the actual trigger.

A Tan

Pls see attached screenshots. I created a Status for the leader titled L5 and when the status change to Pending, there should be an alert sent to him. It is a approval flow where the Geo Mgr, WW Sales Mgr need to approve first and then L5 is the last approval. It is a conditional path created for each approver.

Pls advise where it went wrong? Should it be created as a totally separate workflow instead of part of a conditional path? The other approvers need to approve via an Update but for L5 leader, it needs to be from his emailbox

Paul Newcome

I would suggest a separate automation.

Martin_M

I found out, what the culprit is - hopefully this will help, should you still experience the issue:

If the person, that's filling out the form, does not have their name entered in their Profile Settings, then Smartsheet (as hard as it may try) is not able to determine the triggering user.

Everybody, that either is filling out smartsheet forms already or potentially will fill one out in the future will have to have their name entered in the Personal Settings.
Only then Smartsheet is able to determine the name of the triggering user.
My guess is, that the person also would need to be registered and have a valid email address entered for any automation to properly function.