Need Help! "Unable to determine your identity, therefore we are unable to process your request."
I am working on a solution (Automation) that allows people to approve a certain request (from the form). In the approval workflows I created, I am sending an automatic approval request to an email indicated in a cell. The recipient received the email request, but when opening the request (clicking the button in email), the message (see image) below shows.
Does this process of approval only applicable to individuals with Smartsheet account? Or can this be allowed to even without credentials?
Thank you.
Answers
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Have you double checked your automation settings to see what restrictions there are?
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The permission is set to Unrestricted. I assumed that the 3rd bullet will allow me to do the setup I created.
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I would suggest reaching out to support on this one. It sounds like you may have encountered a bit of a bug somewhere.
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I am facing the same scenario for a while with one only user.
Did we find a solution for this?
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Running into the same issue, any update?
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We ran into the same issue and found a solution. I have a Request an Update workflow with unrestricted settings. When a user tried clicking the link in the email to respond to this form they received this error message:
"Unable to determine your identify, therefore we are unable to process your request. An unexpected error has occurred attempting to process your request. We are sorry for the inconvenience."
Our TAM identified the user had two accounts under different emails, so they merged them and corrected the primary email.
After the merge, our user was able to successfully respond to a Request an Update email and no longer received the error message.
Important to note: Our user lost their favorites after the merge, so I recommend they take note of their favorites with links prior to this taking place so they can add them back in later.
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@Brooke Weber This is a great fix. I personally appreciate the "note" about the favorites. I have done very very little with merging users, and it was generally newer users that hadn't started fully utilizing the platform yet. I would have never thought about the favorites disappearing like that. Very good to know!
