Automation on date

Mindfull
Mindfull ✭✭✭✭✭

Hi,

I have set up a mail to trigger based on the date and time, which is not working.

Can anyone hep on what could be the possible issue with it?

Prajna

Answers

  • Genevieve P.
    Genevieve P. Employee Admin

    Hi @Prajna Jain

    Would you be able to provide more information? Are you receiving the alert in Smartsheet but not in your email?

    It would be helpful to see a screen capture of how your sheet is set up (but please block out any sensitive data) and another screen capture of how you have configured the automation in order to help further.

    Cheers!

    Genevieve

  • Leslie R
    Leslie R Employee

    Hello @Prajna Jain,

    It sounds like your automated workflow is not sending scheduled notifications based on the date and time. This could be caused by a number of factors.

    1. Spam settings within your organization.

    If you are receiving other automated messages from Smartsheet than you can likely rule this out as the cause, but if you've seen an interruption and find that you are not receiving any automated messages or the number of received emails is intermittent, then you'll want to reach out to your internal IT department and ensure that they've authorized the email relays and domains used by Smartsheet in order to prevent interference.

    You can find the list of email relays to authorize here.

    2. Automation Permissions in the Sheet

    After you've confirmed that the emails are not being blocked by spam and your IT team has authorized the domains to prevent any interference, you'll want to review the sheet's Automation Permissions settings. The Automation Permissions determine who is allowed to receive automated emails from your sheet based on their sharing permissions to the sheet.

    3. Personal Settings

    If you've confirmed that the Automation Permissions are not blocking emails from being delivered, you'll want to have the intended recipient review the Notification Preferences located in their Personal Settings where they can configure how Smartsheet notifies them of changes made to Smartsheet items or in relation to automated alerts.

    4. Unsubscribe

    When receiving an email from an automated alert and request, the recipient has the ability to unsubscribe from the emails. If the Workflow is set to be sent to a distribution email list, this would affect the entire distribution list, not just the individual who unsubscribed from the Workflow. Once a collaborator has unsubscribed from the email the only way to ensure they receive the intended Workflow is to clone it and delete the original. This will re-establish a connection between the Workflow and the intended recipient's email address.

    If none of these suggestions resolve the behavior experienced with your automated Workflow, then I would recommend reaching out to our Support team and providing them with as much detail as possible. The following list can help them in determining why the emails may not be delivered as expected.

    In order to protect confidentiality, please do not provide this information in the Community forum but create a new Support request and provide it only to the Support team.

    1. What is the name of the sheet that should be sending the Workflow?
    2. What is the email address of the intended recipient?
    3. Are your recipients receiving the in-app notification from the Notification Center as expected (the bell icon to the top right of your Smartsheet window)?
    4. Please send any relevant screenshots that may help in identifying any issues. This could include:
      1. A screenshot of the entire Workflow.
      2. A screenshot of the Activity Log showing the last change that was made that would have triggered your Automation to be sent. (Make sure to click on the arrow to the left of the change so that it will show full details of the changes made to the sheet, including date and time the change was made.)
      3. A screenshot of the Notification Preferences in the Personal Settings for the collaborator not receiving the notifications.
      4. A screenshot of the in-app notification from the Notification Center that should correspond with an email, if received.
    5. What email client are the affected users using?
    6. On the affected emails, are the domains using any 3rd party email security software? Ex. MimeCast or ProofPoint, etc. This may be a better question suited for your IT department / Email Admin team.

    I hope this helps in resolving the delivery issues experienced by your automated workflow!

    Kindly,

    Leslie