Automation workflows that were working are no longer emailing gmail and msn addresses

Our existing workflows that trigger automated email alerts have started failing. It started in the last day and only affects gmail and msn addresses from a contact column.

The failure message is, "Due to a recent automation permission or sharing change, the following people aren't receiving alerts from your workflow". However, no such changes were made.

I confirmed the sheet permissions are already set to unrestricted, to allow non-company email addresses. To further test, I created a new fresh sheet and the triggered email alerts come through normally when I use my work email address, and my personal (non-gmail) address, but fail when I use a gmail address.

I didn't see any problems posted on the SmartSheet server status page. Are there any known issues that would stop an automated email notification from sending to gmail or msn, but allow other addresses?

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Accepted answers

Georgie

Hi @Keoki,

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

All comments

Georgie

Hi @Keoki,

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

Keoki

Aloha Georgie,

Thank you for the reply. This afternoon I re-tested and all three emails (including the gmail one) came through. So looks like it's back to normal again.

Thanks!

Georgie

Hi @Keoki,

Thanks for letting us know the issue seems to be resolved - glad to hear it!

Georgie

claire409

@Georgie I have also been experiencing this bug for Approval Requests as well. Are the approval requests supposedly going through like the Alerts? The approval column for the failed rows stays blank, so I'm assuming they aren't.

itobe123

I am having the same issue with many automations - However the recipients are not receiving the notifications. Some automations have stopped working and I am not receiving a failure email. Have sent the workflow IDs to Support

Georgie

Hi all,

Our Engineering team investigated reports of users receiving emails stating that recipients were not receiving automated notifications, and they released a fix for this issue on 18th November. If you are still seeing the issue, please create a Support ticket so the team can investigate, providing the information I listed in my previous comment.

Thanks!

Georgie

Murilo Masson

Hi @Georgie

Sadly I am still receiving these notifications that users are not receiving notifications. Users that have emails outside or inside my organization, does not matter.

Do you advice to open a ticket for it?

Georgie

Hi @Murilo Masson,

Sorry to hear that! Yes, please open a support ticket and provide the following information so the team 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

Murilo Masson

Thanks… I did it.
However, the recipient email address is very complicated since there are several users.

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