Not receiving update requests

Jef Snyders

Hi all,

People informed me that they are not receiving the weekly update requests that are set up via an automated workflow. I have set this up for people external to my organization so they can update the rows that are assigned to them. They are not shared to the sheet behind this. However, the settings for the workflow are set on 'unrestricted'.

Any reason why this happens? Any solution on this?

bisaacs

Hey @Jef Snyders,

Could you share a screenshot of your workflow? Have the updates suddenly stopped working, or have they never worked?

Andrée Starå

Hi @Jef Snyders

I hope you're well and safe!

Strange! Has it worked before?

Is there anything that is in common between those who don't receive it?

I hope that helps!

Be safe, and have a fantastic week!

Best,

Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

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Jef Snyders

Hi @bisaacs, @Andrée Starå,

It has always worked but stopped around 2 weeks ago. I have checked the trigger and there should be no end date, so that could not be the issue.

Please see here the screenshot for the automated workflow.

Could this have anything to do with admin settings? We are requesting this to an external partner (other domain).

Jef Snyders

In addition, I just did the trigger manually 'run now' and it seems to work... Very strange.

Andrée Starå

@Jef Snyders

Is it sent to multiple other domains? If yes, does everyone have the issue?

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Jef Snyders

https://community.smartsheet.com/discussion/comment/432545#Comment_432545

Hi @Andrée Starå - I think our IT has fixed this with using the Safe Sharing list. Therefore, we were able to manually trigger it and the recipients did receive the update request. On Friday, the new automatic request will be sent out, so we will follow up if they got it on Friday as well.

No, the external domain was the same for all recipients.

Andrée Starå

@Jef Snyders

Excellent!

Sounds promising!

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