Automation for Generating DocuSign Documents not Triggering

JessicaFoss

I currently have a checkbox trigger column for generating DocuSign's and sending them out.

1. user fills out information into row columns
2. user checks checkbox
3. checkbox triggers the generate document automation and sends DocuSign

it works about 85% of the time but I am having to go in a do it manually for some rows because the automation isn't being triggered for some reason, even though the check box is positive.. how can make it work 100% of the time?

Brian_Richardson

There's no setting to make it not work sometimes, but sometimes the automations are slow especially in the mornings when everyone is running them. If you wait for 10-15 has it still not run?

You could add an action above the docusign to send yourself an alert when the automation runs, that way you'll be able to tell if the automation is failing, or if it's the Docusign generation that's failing for some reason.

JessicaFoss

I will return to the Smartsheet hours later and see that it only worked for 2 out of 4 rows.

I could get use an alert but if its failing what is the solution if there is one? I have tried logging out and back into DocuSign which works but then it just stops again. I have tried refreshing the mapping on the automation and that only sometimes works.

JessicaFoss

for instance I just completed 3 rows at the same time and checked the box and then saved the sheet but only 2 of the 3 rows ran the automation..

JessicaFoss

I should mention that I can manual generate the document just fine so i don't think its that portion, i think its the automation

Brian_Richardson

I don't know Jessica, sorry. The "add an alert" idea was just for troubleshooting so you'd be able to tell if the automation ran at all. That way you could at least be able to know if the automation simply isn't running and therefore it's a Smartsheet automation problem, or if the automation does run but the Docusign doesn't generate, therefore it's a problem with the communication between Smartsheet and Docusign.

I don't have an answer for you, I think you'll need to get ahold of Support and have them troubleshoot this from the backend. To me it sounds like there's a failure somewhere in the communication between Smartsheet and Docusign, possibly when multiple items are checked and there's a timeout, or something similar. Automations tend to run, so I doubt it's a simple "didn't run" failure, but that's why I suggest getting alerts so you can tell a little more what's happening before calling up Support.