Automated Workflow not sending to specific email contact

Karl.C

Afternoon,

I have a smart sheet where the user fills in the information including contact email, the workflow then sends them an automated response back to the email they input; however, I have had one user where the automated response is not triggering. Has anyone else had this issue and knows how to fix it, if i put multiple emails in to the form, the automated response works for that person, just not when they are on there own.

Thanks,

Karl

 

 

Andrée Starå

Hi Karl,

First, make sure that you have allowed yourself to receive notifications properly in your Personal Settings (circle/profile in the upper right corner) and secondly check the Permission.setting for the Automations. (cog in the upper right corner in the Automation overview) 

Hope that helps!

Have a fantastic day!

Best,

Andrée Starå

Workflow Consultant / CEO @ WORK BOLD

Karl.C

Hi Andree,

Thanks for the quick response - Everything is fine on that side, and matches your screen shots. The system is working for everyone else, it's just this one email doesn't trigger an automated response. See image attached line 3625, his email is correct as i've tried using his as well with no luck, so its not user error.

Paul Newcome

You may also want to double check to make sure what that user is inputting is actually triggering the Update Request.

Andrée Starå

Happy to help!

Can you share a screenshot of the Automation and details?

(Delete/replace any confidential/sensitive information before sharing) 

Karl.C

Thankyou, please see below. Like i said works fine for everyone else in the company, just this one guys email address...we have another sheet which I got him to try and it worked fine; but on this sheet it doesn't work.

 

Thanks for your help,

 

Karl

Karl.C

Thanks Paul,

 

Tried it myself, as long as the user puts in a valid email address, a new line added is what triggers the email to that recipient. When i put his email address in and my own, I receive the form back but he doesn't.

 

Regards,

Andrée Starå

Ok.

I think the problem could be that the user unsubscribed from the Alert, so you'll have to add that user again. Try creating a new Update Request to see if the user receives that one. The Unsubscribe function is tied to the specific Alert.

How did it go? Did that fix it?

Karl.C

Morning Andree,

 

That does go through to him; but I believe it's because it changes the name of the header of the email, when he tries to submit a fresh row he still doesn't receive it. Is there way to allow him too subscribe back to the email?

Thanks,

Andrée Starå

Good Morning Karl,

You'd have to add him to the Workflow again but depending on the structure that might not work. I would try to make a copy and see if it works and use that instead if it does.

If that doesn't work, I would recommend that you reach out to the Smartsheet Support Team. Smartsheet Support Team

Let me know how it goes!

Paul Newcome

Ah. Ok. I wasn't sure what your trigger was.

Scott Willeke

Karl,

It is possible that the recipient has done something in our system to opt out of all emails being received. This can happen explicitly or in some other unique scenarios. To get the fastest response, I suggest you contact our support team and provide them the email address and the ID of the sheet that is proving problematic.

Ultimately, I'd love to learn what the root cause is when you figure it out so that I can work with the product team to make this experience clearer in the future. So it will be great if you contact support to let me know the resolution or, you can use this link to set up time with me directly to discuss or troubleshoot more.

One way or the other though I am committed to getting this working for you so, please keep following up with me until this is resolved.

—

Scott Willeke

Director of Product Management

 

Karl.C

Hi Scott,

Thanks for the reply - I have raised a ticket with support already - case number is 03551206. You should have my email address on there to be able to get in contact with me.

Regards,

Karl

Scott Willeke

Hey Karl:

I just followed up with our support team on and looks like it started working for you. Thanks for letting us know and let us know if you need more help!

Graham Audouin

@Scott Willeke @Karl.C

Please share what the problem was. I am having similar difficulties. I fact, it works with all my email addresses except addresses on the following domain: "...@nac-eng.com"

I have check if it was blocked on my side and it isn't.