Approval Workflow: Rejection "Alert Someone" not working

Geoff Baker

Hello,

I am running a 3 stage approval process. If stages 2 or 3 REJECT the approval I have it setup to "Alert" the Stage 1 approver.

I have triggered the workflow now 3 times and each time REJECTED the approval at stage 2. The workflow updates the state to Rejected but does not send out the notify alert.

I have also done the same test at stage 3 with the same result. The Notify alert is not being sent out.

Any ideas on what I could be doing wrong?

Thanks,

David Gill

Hopefully final update for those that find themselves in a similar position

After the above test, I returned to my sheet that was not working. I entered data into the form and submitted. The full workflow with the 'alert someone' if declined now works. Again, I did not do anything to resolve this. It has just resolved itself over a 24 hours period, which mirrors the experience of Silvia above.

Frustrating, as I spent many hours trouble shooting for no reason. But happy it now works as it should!

Andrée Starå

Hi Geoff,

I’d be happy to take a look.

Can you maybe share the sheet(s)/copies of the sheet(s) or more screenshots? (Delete/replace any confidential/sensitive information before sharing) That would make it easier to help. (share too, andree@getdone.se)

I hope that helps!

Be safe and have a fantastic weekend!

Best,

Andrée Starå

Workflow Consultant / CEO @ WORK BOLD

✅Did my post help or 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!

Geoff Baker

Thank you Andre for your kind offer. I have shared the sheets with you.

Cheers,

Geoff

Andrée Starå

Thanks!

You're welcome!

I'm always happy to help!

Silvia Rangel

@Andrée Starå , what was the solution for this?

I am having the same issue; my alerts are not triggering. I have the process in 2 separate workflows as l need the approver to enter a date and a note into a specific cell. So i setup a Request an Update which is working fine (alert goes out and approver is able to enter notes and a date, and the changes reflect in the main sheet), but the alert to the 3rd party letting them k now of the approval/reject does not go out... I have tested in 4 different sheets to not avail... Any ideas??

Geoff Baker

100% think this is a Smartsheet issue not a user issue. I have set up trials on multiple sheets with multiple triggers and NO LUCK :(

Genevieve P.

Hi @Geoff Baker

At this point I would suggest reaching out to Smartsheet Support (here) so they can troubleshoot this with you directly.

Andrée Starå

@Silvia Rangel Are you still having issues?

Silvia Rangel

@Andrée Starå I have not, l believe it was a SS issue since l left it alone to move onto something else, and it started working at a later date... Weird??

Andrée Starå

@Silvia Rangel Yes, weird, but that happens sometimes. Glad it's working!

Be safe and have a fantastic weekend!

David Gill

Hi, Having the very same issue. 3 seperate workflows. Workflow works from within sheet if I change the status (Approve/Submitted/Decline), but not working from the Approve/Decline button on the approval request form.

The sheet updates based on the user approving or declining the approval, and the workflow continues, but the alert tigger to email the person based on the decline or approve message I has set up only triggers from within the sheet when I change the cell manually.

Genevieve P.

Hi @David Gill

Could you post screen captures how how these workflows are set up, and what the grid of your sheet looks like? (But block out any sensitive data). You may also want to contact Smartsheet Support, as suggested above.

David Gill

Hopefully you can see this?

I have three workflows that have thier own approvals based on delegated authority of the approver. The final approved alert at the end of the workflow is sending an email, but not the 'if declined' for all of them.

Genevieve P.

Hi @David Gill

Thanks for this information! This looks to be set up correctly so I'm not sure why the alert wouldn't send. I would provide all this information to Support, in addition to showing them the "Nominee (Candidate) Email" column and multiple captures of the entire workflow (so they can replicate the behaviour). You will also want to confirm with them that you have the correct permission settings for your workflow and that when you manually adjust the cell to the "Declined" value it sends the email.

You may also want to test creating a duplicate of this workflow to see if this helps.

David Gill

Thanks

I have submitted a support ticket. See what comes of it. This same workflow worked on a different sheet. All permissions have been checked and are unrestricted. Strange that I can manually change the sheet cell to declined and it triggers the workflow, but not when the approver submits the declined status.

David Gill

For those having similar issues....I just set up a new simple workflow with the 'action' 'alert someone' if declined. I set this one up in a different workspace to the previous one. It worked.

I have done nothing different between the two workspaces or the workflow, so the mystery remains.