DocuSign Status Column Not Updating Consistently (Non-Mapping Issue)

Daniel Goodman

Hi Smartsheet Community,

We’re hoping to tap into the collective expertise here about a DocuSign integration issue.

Here’s our setup:
•All information is collected via a Smartsheet form.
•Based on certain cell values, one of several DocuSign integrations is triggered.
•Documents are generated and routed correctly in DocuSign, and the signed documents are attaching back to the correct Smartsheet rows as expected.

Where we’re not having problems:
•Mapping. We’re not trying to pull additional fields back from DocuSign into Smartsheet.
•Outbound routing from Smartsheet to DocuSign looks good.

Where we are having problems:
•The DocuSign Status column in Smartsheet (e.g., “Sent,” “Delivered,” “Completed”) often lags significantly or does not update at all.
•The signed document is present in the row, but the status stays stuck on a prior state.

Has anyone else experienced this kind of status lag?
•Are there known causes or recommended settings to ensure more reliable status updates?
•Does Smartsheet’s DocuSign connector refresh on a schedule or via webhook?
•Are there best practices for handling multiple DocuSign workflows in one sheet that might affect inbound status updates?

Any guidance or shared experiences would be greatly appreciated!

Thanks in advance,

Daniel

Michelle Choate 2

@Daniel Goodman

I think you'll need to get ahold of Support and have them troubleshoot this from the backend. To me it sounds like there's a failure somewhere in the communication between Smartsheet and Docusign, possibly when multiple items are sent at once and there's a timeout, or something similar.

http://supportportal.smartsheet.com/