Smartsheet Basics

Smartsheet Basics

Ask questions about the core Smartsheet application: Sheets, Forms, Reports, Dashboards, and more.

Viewing an Approval Request is Auto-Declining that Request

I have a fairly straightforward Approval Request workflow that sends me an approval request notification after a customer completes a form. Whenever I click the Open Request button from the email notification and click Approve, I see an error message that the link has already been used. When I check the sheet associated with this form, the column set up for displaying the Submitted/Approved/Declined status shows Declined. I have the Modified Time and Modified By columns active, and it seems to show that automation@smartsheet.com is making this change, even though the only auto-decline workflow I have is when the customer selects an embargoed or comprehensively sanctioned country (e.g., North Korea). There are no other auto-decline workflows that don't require me to manually select Decline.

There was a similar question asked here a couple of years ago, and an answer or solution was never posted. I would appreciate any help or guidance that can be offered.

Best Answer

  • ✭✭
    Answer ✓

    This is a portion of the response I received from Smartsheet Customer Support:

    I would like to mention that we have receive reports of similar behaviors before and the evidence found regarding the emails send is that a mail security service trigger the links in the message to test if they are safe. Hence causing the denied response.

    The recommendation after these reports is to have the IT team to set a rule for emails received from Smartsheet.

    It seems they are punting this back to my org's IT team, which seems about right to me. As I said before, the emergence of this problem coincides with the February Google Workspace update, so I'm sure there is something there that our IT needs to investigate. I'm not knowledgeable enough about these technical issues to move this forward myself. If there's anything new, I'll update here.

Answers

Trending in Smartsheet Basics