Webhook delay with attachments (1-2hours!)

Craig Watkinson

Hello!

I'm using webhooks to notify me when a file is attached either to a sheet or a row. Sometimes I get a notification after the usual delay of ~1 minute, however I regularly see cases where there is a delay of around 1-2 hours. I don't see this delay when making row/cell changes to the sheet. I always get the webhook notification after ~1 minute. I have no logs of the downstream function being called, so I presume this delay is on the Smartsheet side.

Is this normal/expected? Is there anything I can do to avoid this big delay?

I have auto-save enabled, although I don't know if it is necessary to save a sheet after adding an attachment.

There is some conjecture that this happens more often for attachments added around 5-6pm GMT, but this is unproven at this time!

Thanks
Craig

Genevieve P.

Hi @Craig Watkinson

Attachments are saved automatically when added, so there is no need to save the sheet. There isn't any direct documentation that states 1-2 hour delay is expected, however attachments are a different event compared to row content changes.

If you see this happening consistently, please do capture logs and details to send over to Smartsheet Support so they can investigate the delay for you.

Cheers,
Genevieve

Craig Watkinson

Thanks Genevieve. Can you point me at some instructions on what sort of logs the support team need?

Thanks
Craig

Genevieve P.

Hey @Craig Watkinson

No problem! I would send them the following:

• URL of an example sheet you've seen this happen on
  • If it happens on multiple sheets, identify this
  • If it happens on a copy of the same sheet, identify this
• Timestamp of when the attachment was added
  • How the attachment was added (e.g. Form, Update Request, Manual, API)
  • Screen capture of the Activity Log with the attachment added shown
• Timestamp of when the Webhook notification received for that attachment
  • Screen captures if possible

This should help point them in the right direction! They may ask for more information but it's a good start.

Cheers,
Genevieve

Craig Watkinson

This problem appears to have gone away, so if one of the dev team saw this post and fixed the issue, thank you!

Craig