Workflow sending notification through Smartsheet but not email.

John Morgenthaler

I thought based on my personal settings I can get an email notification from workflows but I do not receive one. It only comes through Smartsheet at the top right where the bell is listed. How can I get this through email?

Workflows.PNG

Notification Settings.PNG

John Morgenthaler

I did speak with Smartsheet and the email issue was solved. Previously I thought I was not getting the emails but the person that set up my white list created a rule for smartsheet emails to be auto directed to a Smartsheet folder within Outlook instead of going to my inbox. Within Outlook I clicked on the Home tab -> under Move select Rules.

Along with the Outlook rules we did set up the whitelist & added the smartsheet names to my safe sender list to Outlook. We made sure Smartsheet on my personal account settings and the sheet was set to unrestricted. Under your personal settings -> notifications -> select the "include my changes in sheet notifications" checkbox. I believe all these that I mentioned are included in the Smartsheet help page for getting email alerts/notifications except the outlook rule.

Try testing the workflow/notification by sending to a personal email and the work email. In a separate test try sending it by using a contact in a cell instead of a specific email. It might show some insight.

Andrée Starå

Hi John,

Try making a copy of one of the workflows and see if that works.

Did it work?

I hope that helps!

Have a fantastic week!

Best,

Andrée Starå

Workflow Consultant / CEO @ WORK BOLD

✅Did my post help answer your question or solve your problem? Please help the Community by marking it as the accepted answer/helpful. It will make it easier for others to find a solution or help to answer!

John Morgenthaler

Hi Andree,

Good idea but it did not work. Any other ideas?

Andrée Starå

Have you checked the Global Settings for the account?

John Morgenthaler

Is this what you mean? I don't see any reason the email wouldn't be getting send based on this.

Andrée Starå

Strange!

Looks correct so it doesn't seem to be the Global Settings.

This is the Global Settings.

https://help.smartsheet.com/articles/1159581-global-account-settings-team-business-enterprise

Genevieve P.

Hi @John Morgenthaler

The most common reason for not receiving an alert via email is actually your spam settings. Have you checked your spam/junk folder?

Our Troubleshooting Help Center article has some domains for you to whitelist and make sure the emails get through (see here).

John Morgenthaler

I have updated the whitelist recently but I am getting an problem where I don't even get the notifications on the notification bell within Smartsheets either but the email gets sent to a personal email. All the settings I have say nonrestrictive that I am aware of.

1. I made a change on the sheet at 1:24 PM today.
2. I received an email at 1:25 PM to my personal email.
3. I did not get an email to my smartsheet account email and I didn’t get notified under my notifications on smartsheets either. The last notification I got was 3 hours ago for something else on the same sheet.

Genevieve P.

Hi John,

Could you post those images again? I'm unable to view them.

It sound like the alert is set up to send to your personal email instead of your Smartsheet account's email. Are one of the screen captures showing the path of the workflow? It would be useful to see this, if possible!

Thanks,

Genevieve

John Morgenthaler

Thanks Genevieve & Andree. I submitted a ticket on 2/28-03822305 (yet to be resolved). I will resolve it through the ticket since I don't want screenshots of my personal email on here. I didn't add my personal email to the workflow until at least week after I was having the email alert issue so I doubt that is the issue. Also, I didn't replace my smartsheet account email on the workflow, I added my personal as an addition.

Thanks for your help.

John

Andrée Starå

@John Morgenthaler Happy to help!

Let us know what you find out!

Melisa Dannhauser

Any updates? I'm having the same issue. I used to get emails no problem. Now I don't any more, though the notification shows on the bell symbol in Smartsheet. The client is having the same issue and it's frustrating. We did not change anything but notifications just stopped working. Yesterday it was working for my email but not for the client. Today it doesn't work for me either...

Genevieve P.

Hi @Melisa Dannhauser

If the notification is still appearing in Smartsheet, this indicates that the workflow is running as expected and that the issue is likely to do with your email's spam & junk settings.

We were experiencing some delays with notifications on March 24th, but that has been resolved (see our Status Page for more information: https://status.smartsheet.com/).

I would suggest working through the steps in our Troubleshooting Help Center article (here), and if this doesn't resolve your issue then reach out to Smartsheet Support.

John Morgenthaler

I did speak with Smartsheet and the email issue was solved. Previously I thought I was not getting the emails but the person that set up my white list created a rule for smartsheet emails to be auto directed to a Smartsheet folder within Outlook instead of going to my inbox. Within Outlook I clicked on the Home tab -> under Move select Rules.

Along with the Outlook rules we did set up the whitelist & added the smartsheet names to my safe sender list to Outlook. We made sure Smartsheet on my personal account settings and the sheet was set to unrestricted. Under your personal settings -> notifications -> select the "include my changes in sheet notifications" checkbox. I believe all these that I mentioned are included in the Smartsheet help page for getting email alerts/notifications except the outlook rule.

Try testing the workflow/notification by sending to a personal email and the work email. In a separate test try sending it by using a contact in a cell instead of a specific email. It might show some insight.