Automation Error Message

JEN1234

I have an automation set up send alerts to specific email address input in a column. My settings are set to unrestricted and 11 of the emails sent successfully.

I got an email letting me know 'some recipients aren't receiving alerts…' and that this impacted 17 cases. When I tried running the automation row by row for 6 of these cases, I got no error message back. but Smartsheets did not list the other email addresses in the error message.

Does anybody have ideas on what the issue may be here? Thanks in advance!

ChristianFinke

@JEN1234

The issue may be due to email filtering, permissions, or domain restrictions. Check if the impacted recipients are Smartsheet users or if their email domains have strict filters. Testing those rows individually or contacting Smartsheet Support could help identify the problem.

Georgie

Hi @JEN1234,

This issue has been reported by multiple users, and our Support team is actively investigating. They have advised that despite customers receiving emails stating that recipients aren’t receiving alerts, those recipients should actually have received the alerts, and it’s the email that states they aren’t receiving alerts that’s incorrect. 

However, if you find that the recipients listed in the email you received did not receive alerts, please open a support ticket and provide the following information so they can investigate further:

• Affected workflow ID (to find the workflow ID, open the sheet and click Automation > Manage workflows. Hover over the affected workflow and click the three-dot menu, then select Properties).
• The ID of the sheet the workflow is set up in (open the sheet and click File > Properties).
• Recipient email address.
• Timestamps (date/time/time zone) the recipients should have received the email(s) resulting from the triggered workflow ID.

Thanks,

Georgie