Anyone else finding the automated alerts have stopped sending today (20th April 2021)

Kenny Brock

They have worked fine for 18 months, stopped for whole of last week, started up again yesterday and were fine and stopped again today. Haven't made any changes in smartsheet during this time.

Kelly Gabel

Hmm. We haven't had this issue today. Can you share a screenshot of the set up of one of these automated alerts that stopped sending?

Kenny Brock

Capture.JPG

Here you go

Kelly Gabel

Huh. I don't see anything there that should prevent them from sending.

I assume you've checked they aren't going to spam somehow?

Kenny Brock

Yes they aren't going into spam

The strange thing is, I am receiving the alerts but no-one else is

Kelly Gabel

That is odd. Have you received any emails notifying you that "some people might not be receiving the alerts", or do you just know they aren't because they told you?

Kenny Brock

No I have only heard from people internally within the company.

Is there anyway to contact smartsheet directly to discuss the issue?

I have sent 2 emails to their support team in the last 2 weeks and no response.

Kelly Gabel

That is quite odd. Smartsheet is usually great at getting back to you! They also monitor the Community and answer here as well.

I assume you have double-checked permissions on your sheet to be sure no restrictions there, right?

Tina VanBoven

We are seeing a lack of email notifications that were working or a significant delay.

Genevieve P.

Hi @Kenny Brock

Is it possible that some of your users accidentally unsubscribed from the workflow? You may want to try cloning the workflow (see here) and see if the new version is received.

If this hasn't helped, check to see if the users are receiving the notification within the Smartsheet app (the bell icon). If they're still receiving the alert in Smartsheet, this indicates that the workflow is running properly but there's something blocking the alert from being received by their email provider. I would suggest sending them this Help Center article which goes through how to ensure Smartsheet emails can be received: Issue: Email Not Received from Smartsheet

I hope this helps!

Cheers,

Genevieve

Kenny Brock

Thanks

No users are not getting the alerts within the Smartsheet app