My workflow is declining my applications automatically

SDSU

Hello,

These workflows were originally created by someone else for me to use, and they had been working well. However, recently, the applications are being automatically declined without any action on my part. The three options include, submitted, approved or decline. I haven’t made any changes to the workflow, but this seems to trigger an automatic decline for the next person in the process as well. I’m not sure where I should look to troubleshoot or fix this issue.

kowal

hi @SDSU,

I think it could be your Email provider who for security reason whenever see in email links to approve/decline will always choose decline (it is to help with phishing emails etc.) you need to talk to IT Department in your company who is dealing with email provider to whitelist the Smartsheet.com domains so the emails will not be automatically declined. I had same problem some time ago.

SDSU

Thank you @kowal Looks like my IT team wasn't able to help since we have google as the provider so it's back on the smartsheet techs.

kowal

hi @SDSU,

I was also on Google as a provider when it happened to us and our IT department just needed to whitelist the smartsheet domains… I am 100% sure Smartsheet Support will tell you the same thing and send you back to your IT Dept.

https://support.google.com/a/thread/222609263/i-need-my-domain-to-be-whitelisted-with-gmail?hl=en

SDSU

Hi @kowal

Well this is what my IT said :

Unfortunately there isn't anything we can do on our side. This sounds like something that Smartsheet would need to work with Google on as it is affecting every Google customer. We do not have any 3rd party link clicking software. We do have two settings in Google that may affect this, "IMAP link protection" and "Enhanced Malware and Phishing protection". There are no allow lists for these settings and turning them off is not an option.

Since I have no idea, I wouldn't be able to tell them otherwise

kowal

hi @SDSU,

Your IT Admin does not have to turn off the protection of course but smartsheet.com domain needs to be added to the "allowlist"

https://support.google.com/a/answer/6160020?hl=en

As I stated I also had the same problem in my company and we were also on the Google Workspace… but our it after opening the ticket with them resolved it.

SDSU

Hi @kowal

I asked my IT team to try again and confirmed they added smartsheets. I tried the workflow again and it's still declining it, do I need to do anything else? or maybe wait?

kowal

hi @SDSU,

if your IT people whitelisted smartsheet domains it should just start working again…

SDSU

@kowal

I appreciate your help but it's still declining ;'(

kowal

🤷