row level update request does not work for one specific user

Murilo Masson

Dear Community,

Today I faced a very interesting (for me at least) situation: My automation workflow sent an update request to a user and when this user tried to open it, received a messaged at the browser that his user was not recognized.
What was holding my attention as well was that the opened link showed as well at the browser, the outlook message that the user received (first time seen)

as a performed troubleshooting steps, I did:
1. sent the same update request automation message to myself and I could opened without any issue;

2. did the same to a second user, no problem;

3. asked the user to forward me the message that he received: I also could not opened.

4. I tried to forward the message that I received from Smartsheet to the user and he could not opened.

5. other users have no problems at all with this automation.

Any advice?

Ray Lindstrom

Maybe that particular message contained something that was wrong or became corrupt somehow. Have you tried resending to that same user to see if it would work work?

Murilo Masson

yes i did. It was resend by another colleague using the same automation .

Brian_Richardson

Yes, this has been cropping up occasionally on community, it seems that the initial links are getting corrupted or that the permissions checking isn't quite working consistently.

Murilo Masson

@Georgie

sorry to tag you on this one but since you helped me quite nicely last time, I realize that we do not have a solution or a root cause for this.
I review the community and there are some entries with the same issue. The first one is from May 2024 without a solution.

would you be so kind to advice the best course of actions?

thanks a lot for your support

Georgie

Hi @Murilo Masson,

Since users don’t need to have a Smartsheet account to complete update requests, this is unexpected behaviour, so please create a Support ticket so that the team can investigate what’s causing this to happen and so they can communicate with you through private channels. Please provide the following information when you submit the ticket:

• The email address of the affected recipient
• The screenshot that you’ve provided on this thread
• The ID of the sheet that the update request was sent from (open the sheet and click File > Properties to find the ID)
• A timestamp, including the recipient’s time zone, of when the update request was last opened by the affected recipient

Thanks,

Georgie