Automation no longer working

ljkeefe1

I have a project intake sheet with an automated email to me whenever a new project is submitted. It was working and now it's not, and I'm not sure why. Here's a snapshot of the automation:

I am receiving the notification in Smartsheet and I've made sure that my automation settings are set to "unrestricted". I've also checked my work quarantine folder and SPAM without any luck.

Any troubleshooting ideas?

Thank you,

Linda

kowal

hi @ljkeefe1,

if you go into the edition of workflow you can see who is unsubscribed from the workflow.

Can you forced tests on different email addresses as well?

ljkeefe1

@kowal I don't quite understand your suggestion, but being a subscriber should not be a factor. I am the recipient of that email. When a project is submitted, I was receiving an email notification. It stopped working within the last month or two.

kowal

Hi  @ljkeefe1,

I did not know that you were the receiver.

When you receive notifications from Smarsheet workflows at the bottom of such notification there is option to unsubscribe and I thought that could be the issue. If you have not unsubscribed that is not the case. Did U do the testing of this workflow?

ljkeefe1

@kowal I haven't tested it again, but it was working for the last year. I haven't changed anything with the automation. My team has access to the sheet, they switched around a couple of columns, so I thought that might be it. It doesn't seem to be the issue though because I corrected that about a week ago. Someone submitted a project through the process on Friday and I didn't receive the email notification.

kowal

@ljkeefe1 - It's difficult for me to diagnose what could be wrong with this workflow.

have you tried to test the workflow to see if it's the fault of the trigger?

have you contacted support?

ljkeefe1

@kowal Yes, I've tested it several times. I just opened a ticket with support.this has not been resolved

PM_Reeves

Hi @ljkeefe1,

I've had similar issues a couple of times. First time was when we changed our email scanning provider, and I had to change my settings to allow the mail to get through.

Second time, I ended up deleting and re-adding the workflow. Not ideal I grant you, but it's been working so far..

(cue me raising a support ticket tomorrow).

Do you receive the email if you run a test on a specific row? I have a workflow that send to two addresses, my email received them, a shared mailbox didn't. If I ran the test on a specific line, both accounts received it.

Bets of luck

kowal

@ljkeefe1,

wishing you fast resolution!

ljkeefe1

@PM_Reeves

I don't receive an email when I run a test on a specific row. It's strange. I did delete and readd the workflow as well, but that didn't work either. I added myself as a contact in My Contacts and the automation works, but that can't be the solution, right? It doesn't make sense that it would be the solution. I'm still waiting on a response from the ticket.

Mike Ryan

I'm not sure what has changed, but I've seen some unusual behavior recently with "Any Field" changes as the trigger. I would try changing "Any Field" to a field that you know will be populated (e.g. Project Name) and set the condition to "is Not Blank" and retest.

ljkeefe1

@Mike Ryan Thanks for this suggestion. That's an interesting observation. I'll give it a go.