Smartsheet Basics

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Alert automation shows it has run but alert was not received

My alert is set to run weekly:

I have included myself in the send to specific people.

the automation shows it has run

The activity shows cells have changed:

I (or anyone) did not receive this alert. The alert will run manually. Any advice?

Best Answer

  • Employee
    Answer ✓

    Hi @Dale Heincelman,

    Glad to hear you’re now receiving the alerts! 

    Regarding comments (and attachments) in alerts, this help article outlines when they will or won’t be included (check out the “Comments and attachments in alerts” section). 

    It’s likely that the workflow that is including comments is either a change-based alert workflow and comments are added/modified at the time the workflow is triggered, or is an update or approval request workflow. 

    Hope that helps!

    Georgie

    Need more information? 👀 | Help and Learning Center

    こんにちは (Konnichiwa), Hallo, Hola, Bonjour, Olá, Ciao! 👋 | Global Discussions

Answers

  • Employee

    Hi @Dale Heincelman,

    I’d first check your notification preferences - you can do this by clicking your Account Profile Icon > Personal Settings > Notifications and ensuring the relevant boxes are checked. Make sure that you also check the box for “Include my changes in sheet notifications” - I can see from your screenshot of the activity log that you made changes that should have triggered the alert, so you’ll need to ensure this box is checked to make sure you receive alerts.

    It’s possible that alerts may have been routed to spam/junk folders. If you and other users haven’t already, I’d recommend checking your spam filter settings to see if the emails are being routed to your junk folder. If your spam filters are not the issue, take a look here - it might be that Smartsheet domains need to be added to your organisation’s allowlist.

    If this hasn’t helped, please reach out to our Support team, providing the ID of the sheet and the workflow (to find the sheet ID, open the sheet and click File > Properties, and 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), and they will be able to investigate further and communicate with you via private channels. 

    Hope that helps!

    Georgie

    Need more information? 👀 | Help and Learning Center

    こんにちは (Konnichiwa), Hallo, Hola, Bonjour, Olá, Ciao! 👋 | Global Discussions

  • ✭✭✭✭✭

    Thank you , the "Account Profile Icon, Personal, Settings, Notifications, Include my changes in sheet notifications checked"

    solved part of the issue and alerts are now sent to me, however the conversations section with comments is not included in the alert, the changed row is included. I have this running correctly on other sheets but not on this one. I am unable to determine why it runs on one sheet and not the other.

    This does not include the conversations/comments from the changed row:

    this one does include the conversations/comments from the changed row

    What could prevent the conversations/comments included in the alert for the second one and not the first? Is there an attribute to suppress the conversations/comments?

  • Employee
    Answer ✓

    Hi @Dale Heincelman,

    Glad to hear you’re now receiving the alerts! 

    Regarding comments (and attachments) in alerts, this help article outlines when they will or won’t be included (check out the “Comments and attachments in alerts” section). 

    It’s likely that the workflow that is including comments is either a change-based alert workflow and comments are added/modified at the time the workflow is triggered, or is an update or approval request workflow. 

    Hope that helps!

    Georgie

    Need more information? 👀 | Help and Learning Center

    こんにちは (Konnichiwa), Hallo, Hola, Bonjour, Olá, Ciao! 👋 | Global Discussions

  • ✭✭✭✭✭

    Thank you. That help file was the trick to the comments. it is a timing issue. My automation is a manually caused event based on an update to a cell. The conversation must be updated and saved just before saving the sheet with the correct change to the cell.

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