Automation - Update Requests

Mike Rini

Hi -

I submitted this as a question a while back, and thought it resolved itself, but the problem is still persisting. I have an automated workflow setup whereby when someone submits a Form, they receive an Update Request.

The Problem

The Update Requests are being sent out, according to SS, but people are not receiving them. It is very sporadic, and yes we do have a system that checks for Spam. Most of the instances of people not receiving emails are not because they're stuck in Spam folders, they're just not receiving them. The catch is, team members DO receive them occasionally. So, it is sporadic and hard to diagnose, but I would really appreciate any/all help in solving this issue a.s.a.p.

Debbie Sawyer

What permission level have you set in the Workflow Manager permission area? This screen:

(found by clicking the cog/gear in the top right corner of the workflow manager)

Could it be that it is on restricted and that is causing an issue. I normally set mine to unrestricted.

If this is set correctly then I'd check triggers next...

Kind regards

Debbie

Mike Rini

@Debbie Sawyer It is set to Unrestricted. And it's not that they're not being sent - because the request shows as "Update Request Pending" on the row, it's that the person is not always receiving the emails.

Debbie Sawyer

Have you had a look at this article and checked the domains?

https://help.smartsheet.com/articles/2481987-troubleshoot-email-send-issues