Using Automated forms, sending emails and receive a pending notice.

Tax Assistant

I work for a Tax Accountant. We have set up Request For Information (RFI) Smartsheet forms for each of our clients. We have automated the forms so that they will send an email to the clients showing what information we still need from them in order to complete their tax returns.

There are several steps to the automation. 1st request, send email to Client. 2nd request, send out a second email if no response to the first email. 3rd request, send an email to me, the tax assistant, to contact client.

When I looked at a certain clients RFI it showed that the first and second request are "pending".

Can anyone help me figure out why this is happening? And how to tell if the email was sent? I know I didn't receive the second one that is addressed to Tax Assistant.

Thank you for your help.

Deanna.

Andrée Starå

Hi @Tax Assistant

Edit. I misread the question.

The Pending status will show as long as the request for that specific request isn't completed, so if they don't answer the first one, or the second one, but the third one. The first two would still show Pending.

Make sense?

I hope that helps!

Be safe and have a fantastic weekend!

Best,

Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

✅Did my post(s) 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!

Stefan

Hi @Tax Assistant ,

the status "pending" means email has been sent. So I would look into the email configuration on your side first.

Did you check your personal or company SPAM folder for the missed emails? By the end of July Smartsheet introduced new domains for automation emails, in your case "app.smartsheet.com" should be used. Maybe your email server/system or SPAM blocker had a problem there?

If you still have those problems today something else must

Hope this helps

Stefan

Andrée Starå

Hi @Tax Assistant

Edit. I misread the question.

The Pending status will show as long as the request for that specific request isn't completed, so if they don't answer the first one, or the second one, but the third one. The first two would still show Pending.

Make sense?

I hope that helps!

Be safe and have a fantastic weekend!

Best,

Andrée Starå | Workflow Consultant / CEO @ WORK BOLD

✅Did my post(s) 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!