Update Request - Shows Sending, but Not Received

Mike Rini

Hey all -

Been using all the great functionality of SS for quite some time now. I have an Automated rule setup so that when a person Submits a certain thing, an Update Request is Automatically triggered.

I've had several of our AEs reach out saying they're no longer receiving them, but when I go into SS, I can see that the Update Request has been sent. If I manually trigger it to them (no change on the Contact), it will immediately send it out and they receive it and are able to complete it. When I go back and log in to the row, I see 1 Pending Request and 1 Completed Request.

Any thought as to what's happening?

Sean Morgan

Hello @Mike Rini ,

You may wish to duplicate your Workflow to identify if there is an issue with your current Workflow. See more on this here: https://help.smartsheet.com/articles/2477681

If this doesn't resolve your issue, you may wish to reach out to our Support Team so we can have a further technical review at what may be occuring. https://www.smartsheet.com/contact

Let me know if you have any questions!

Regards

Sean

Mike Rini

@Sean Morgan thanks for that suggestion. I just Duplicated it and disabled the other one to see if that works. It seems like it's sporadic, however. Some people receive the request and some don't, but all of them show it's been sent. We'll see what happens.