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

Jashonbell94

Was there a fix for this issue? My company is currently experiencing an issue with automation and none of the attempted fixes were working.

Georgie

Hi @Jashonbell94,

I can confirm that the issue reported in November was resolved around mid November.

I noticed that you have a case open with our Support team regarding your automation issue - please continue to work with them so that they can investigate what’s happening with your automations and communicate with you via private channels.

Thanks,

Georgie

AliceVBH

Hi, we experienced this issue in October and November and it stopped when the fix was implemented. However we have recently starting experiencing the issue again. Is anybody else experiencing the same?

@Georgie is this something that is being looked into please?

Thank you

Georgie

Hi @AliceVBH,

I’ve taken a look and confirmed that we aren’t currently receiving many reports of this issue, so it might only be affecting a small number of users, or it may be specific to your setup. 

Please open a support ticket and provide a screenshot of the email you received, the ID of the sheet it relates to (open the sheet and click File > Properties), and the ID of the workflow it relates to (open the sheet and click Automation > Manage workflows. Hover over the affected workflow and click the three-dot menu, then select Properties), so that they can investigate this and determine whether this is a widespread issue or something relating to your specific workflow, and communicate with you via private channels. 

Thanks,

Georgie

AliceVBH

Thanks @Georgie the support team has confirmed they are looking into it as there have been similar issues.