Smartsheet integration with Docusign

I integrated Smartsheet with DocuSign in 2023. I made a minor change to the DocuSign document and updated the email addresses so that notifications are sent to me instead of the finance team.

After making these updates, I encountered a challenge with the group email address. Smartsheet is not sending emails to the list, and the workflow errors, despite having used this email without any problems for several months.

To troubleshoot, I sent a test email to the users using my company Gmail account, and they received it successfully. I have remapped the email list multiple times. Initially, I thought the issue might be due to discrepancies between the email addresses in Smartsheet and DocuSign.

I can also send emails to myself to test the email group. I have thoroughly checked the address and even copied the emails from the Gmail group into the integration map.

Any help would be great.

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ChristianFinke

@cswicegood

The issue may stem from how Smartsheet handles group email addresses within the integration. Ensure the group email is formatted correctly and matches DocuSign's requirements. Verify that the group email has proper permissions to receive notifications from Smartsheet and confirm the workflow settings are mapped correctly. Test sending a notification directly from DocuSign to the group email to rule out issues on DocuSign's side. If the problem persists, contacting Smartsheet Support is recommended for further investigation. Let me know if this helps!

cswicegood

Thanks!

Very helpful. I didn't know there were email permissions in Smartsheet. Now, I just need to find them.

cswicegood

How do I find Smartsheet’s email configuration

Lindsay Whitbread

I think Christian was referring to the email distribution group permissions (not a Smartsheet configuration). Speak to your email administrator or IT team about the issue to see whether the distribution group is rejecting emails sent by Smartsheet.

Cheers,

Lindsay

cswicegood

Thank you both. I do have a ticket for email support.

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