Docusign Integration and Column Tracking not working properly

Drew McDonald

I am having an issue with Docusign and the Tracking Column not updating properly. About 90% of the time - when the docusign document is signed - the tracking column will update to "Completed" in my tracking column. However, I am having issues with some rows that are not updating correctly. The Tracking Column shows "Delivered" however I can see that the PDF document is uploaded in that row and has been signed. When I login to Docusign - the envelope also shows as signed and completed. I figured there was some sort of syncing delay - but these documents were signed about a week ago. Any help or assistance here would be much appreciated!

kowal

hi @Drew McDonald,

I am using DocuSign and I never had such issues. I think this could be something that you would need to engage Smartsheet and DocuSign support.

Kayla

We're having trouble with the completed file attaching back in Smartsheet. About a week ago, one mapping was completely deleted and another had all mapped fields removed. It was a weird glitch. Smartsheet Support was LESS THAN helpful, asking us basically to just re-do the mapping. I'm trying to avoid contacting support to see why the file is now not attaching.

I'd say they're having some issues with this functionality but passing the buck.

Anyone have any ideas as to why the completed files may not be attaching?

Isaac A.

Hi @Drew McDonald!

I see that you’ve already opened a support ticket for this issue, and our team has requested more information to continue investigating. I recommend continuing to work with our Support team to troubleshoot further.

Once you have a resolution, it would be great if you could share it here for others who might experience the same issue!

Cheers,
Isaac.