Request for Approval Emails (Not Working)

Art Schneiderheinze

Hello:

I have a trigger set up that when the status in a column is changed to "In Review", it automatically sends a request for approval to Person A (the first contact in that row). They click Approved or Not Approved, and this is put into the Person A column.

When Person A column says "Approved", it triggers a second request for approval to Person B (the second contact in the row). They click Approved or Not Approved, and this is put into the Person B column.

This works perfectly fine for 95% of the contacts. A few contacts---whose e-mail I verified---said they never received the e-mail from Smartsheet with the request for approval. I even sat next to someone, changed the status to "In Review" and watched his e-mail. He never got the e-mail, either in his Inbox or Spam/Junk.

As I mentioned, it has worked very well for 95% of the contacts.

Is there something I can do to figure out why these few (again, whose e-mails are correct and who have confirmed the e-mail was not in their Spam/Junk box) just do not get the e-mail?

Paul Newcome

Is it possible that at some point they unsubscribed from the alerts?

Genevieve P.

Do these users have a Smartsheet account? If so, are they receiving the notification within Smartsheet (in the little bell icon?)

It sounds like you may want to reach out to Smartsheet Support for further investigation (providing them with the sheet name, screen captures of the sheet & alert, and the email addresses who are not receiving the notifications).

You may also want to review the Troubleshooting Help Center article (see here).

Art Schneiderheinze

Is there a way to generate the link to the page with the Approved or Not Approved, to by-pass the e-mail? We have some stuff on hold just because the person needing to sign off cannot get the e-mail to View the Request and click approved.

Genevieve P.

Hi @aschneiderheinze74206

If the user has a Smartsheet account, Approval Requests will also appear in the user's Notification Center (bell icon) and they can open the form directly from Smartsheet without accessing their email.

Alternatively, you could share the user to the sheet and allow them to do it manually from the row.

If you don't want to provide them with access to the whole sheet, you could set up a second sheet with just their own rows copied, and cell-links to bring across the Approved values over to your current sheet. You could even publish this second sheet with editor permissions if they don't have a Smartsheet account.