Update Requests stuck in Pending status

Tanya B

I created and automation with an update request. I am testing it using myself as the recipient and it is showing pending for over 24+ hrs now. I am the sheet owner and the automations are set to unrestricted. Included in the automation is the add date message sent and that is working properly.

Yvonne Smythe

Hi @Tanya B - Have you tried using someone else besides yourself? It sounds like you have everything in place. Perhaps there’s a compliance gate in the business logic where a sender/receiver/owner cannot be their own approver (just thinking back on my procurement system admin days setting up approval workflows). I hope this helps. 🙂

Tanya B

I tried again this morning with another user - he did not receive email either.

I have a date trigger, 2 alerts and record date.

Yvonne Smythe

Tanya B

Nov 18, 2024

I tried again this morning with another user - he did not receive email either.

https://us.v-cdn.net/6031209/uploads/TZ9FF6HHBZHK/image.png

I have a date trigger, 2 alerts and record date.

https://us.v-cdn.net/6031209/uploads/DXNSYA0T76RY/image.png

https://us.v-cdn.net/6031209/uploads/VAUJM0843NMB/image.png

Hey hey @Tanya B Running a test now. Scheduled it to run in 25 minutes. Testing with a condition and unrestricted contacts.

Yvonne Smythe

@Tanya B - I added my personal email (first screen) and ran it now. The second screen had everything pending until I performed the action requested in the email from the email then it flipped to completed. Do you want the workflow as a baseline?

I tested on unrestricted but you may want to test both and stay in alignment with your controls/compliance:

Tanya B

2 things - 1st email was message only and the 2nd email I didn't receive the email to even respond.

Yvonne Smythe

@Tanya B The second account I used sent the action item to my junk folder but I did get notice in app under the alerts.
Nothing under the 🔔 on the left side of the screen?

Try using the addy where you did get the mail on the action mail as well (if you didn’t already).

Yvonne Smythe

I used the addy associated with my Ss account for this with the same workflow by adding new contact in the assigned to field.

Tanya B

Try using the addy ?? what is this. I do see for me now the notice under the bell…we are new to smartsheet, I don't know that people will be disciplined enough to look there (I didn't).

Yvonne Smythe

Trigger>condition>alert>request update>record date

Yvonne Smythe

Add a condition if needed but you may need to change one of your 'alert someone' or leave them then add an action by clicking on the ellipsis (change to request an update). @Tanya B

You can also customize your trigger to repeat instead of running once. You should have a good test point with these features set how you’d like them after you add your requested action.

Tanya B

there is no action for the 1st automation - so I have removed the 2nd alert and created another separate automation for that action…test will run in 1/2 hr.

Is there a way to change the Notification Alert to an email instead of an alert? should I uncheck this box?

Yvonne Smythe

You have email checked but if you’re curious click the 'i' for more info. Also you can run and test your automation on demand. Manage automation workflows>ellipsis next to edit button.

Yvonne Smythe

Smartsheet University has a really good interactive course on workflow automation:

https://smartu.smartsheet.com/automating-your-workflows-elearning

Are you good from here? @Tanya B

Tanya B

I do not have run now….

and i doesn't give me much details just tells me that I created it , workflow id and no one has unsubscribed.

Yvonne Smythe

Tanya B

Nov 18, 2024

I do not have run now….

and i doesn't give me much details just tells me that I created it , workflow id and no one has unsubscribed.

https://us.v-cdn.net/6031209/uploads/ZCPBWNYUV0UH/image.png

Did you use a template or start from scratch? I used the request action template. You can always start over once you get the hang of it. Check out the course too, you won’t be disappointed. 🙂