Email Limitations for Email Alerts?

Chris Hockey

Is there a known bug that prevents email alerts from being sent to a generic or non-individual email? I have a workflow set up where the final step is that an email alert goes to a one of our office services staff for each office depending on the input from the form itself. For example, if the attorney is in the NYC office than the final alert would go to the office services person in NYC. I can confirm that the workflows and notifications work fine for every office except 1. That particular office has a generic email as opposed to an individual one. Because that office has multiple people, we created a rochesterosc email that we wanted the alerts to go to. The email alerts never arrive but as soon as I change the email to just one member of that team, the emails show up to that one person. What might be causing this?

Genevieve P.

Hi @Chris Hockey

I presume this email address doesn't have a Smartsheet account, is that correct? If so, it may have to do with the Automation Permission settings on your sheet (see: Control Who Is Notified About Alerts and Requests).

You'll want to ensure that the permissions are set to "Unrestricted" so alerts can send to users who aren't shared to the sheet:

Another detail to check is with your IT department to look at the email's set-up and ensure that Smartsheet is on it's allow-senders list. (See: Issue: Email Not Received from Smartsheet) This resolved another Community member's issue, see this post.

Let me know if either of these settings resolved your issue!

Cheers,

Genevieve

Chris Hockey

Hi Genevieve,

Most of the email addresses we use do not have actual SmartSheet accounts so I don't think that's it. The only thing I can think of is that the email is actually a distribution group. Would that matter?

Genevieve P.

Hi @Chris Hockey

As long as the email is a valid email account then it should be fine to receive alerts. The other Community posts with similar issues to what you're describing were solved by contacting their IT department and checking the settings for the distribution list email.

See: Alert someone Workflow - Company Group Email Address

and Notifications to Company Managed Distribution Lists

I hope that helps!

Genevieve