Sharing accessibility

06/23/21
Accepted

Hello!


We have two team members with the same Smartsheet access across reports, dynamic views, sheets, dashboards, notifications and workapps. However, Smartsheet recognises one of their email addresses in all platforms but not the other. For example, in workapps and dynamic view, when you type in the persons name to share access, one of their names appears and the other doesn’t. I’ve ‘forced’ this by manually entering the email address however, the team member still cannot see any detail – all the reports and views are blank. They can get into the view but none of the information is showing but their counterpart can see everything.

Further, I have added the team member who cannot see the detail into a contact list in my sheets in an attempt to trigger it in the lists. They now appear within sheet drop downs but do not receive any notifications despite having editing access and the sheet is shared with the permissions 'users shared to this sheet'.

Any ideas would be greatly appreciated please!

Best Answer

  • Genevieve P.Genevieve P. admin
    Accepted Answer

    Hi @Whitney Moore

    The contacts that appear in a Dynamic View contact dropdown list are accounts that are associated with your organization's plan. Is it possible that one of your team members is part of your plan and one is not? This is different than adding an email to a contact list. (See: Admin Center: Add, Edit, and Delete Individual Users with User Management).

    In regards to the notifications, do you know if they receive the alert within Smartsheet (the bell/notification center)? If they receive the alert in the app but not in their email, it may be that the notifications are routing to their spam/junk folder. (See: Issue: Email Not Received from Smartsheet).

    Let me know if either of this has helped! If not, I would suggest contacting Smartsheet Support with this user's email address and screen captures of each of the issues listed.

    Cheers,

    Genevieve

Answers

  • Genevieve P.Genevieve P. admin
    Accepted Answer

    Hi @Whitney Moore

    The contacts that appear in a Dynamic View contact dropdown list are accounts that are associated with your organization's plan. Is it possible that one of your team members is part of your plan and one is not? This is different than adding an email to a contact list. (See: Admin Center: Add, Edit, and Delete Individual Users with User Management).

    In regards to the notifications, do you know if they receive the alert within Smartsheet (the bell/notification center)? If they receive the alert in the app but not in their email, it may be that the notifications are routing to their spam/junk folder. (See: Issue: Email Not Received from Smartsheet).

    Let me know if either of this has helped! If not, I would suggest contacting Smartsheet Support with this user's email address and screen captures of each of the issues listed.

    Cheers,

    Genevieve

  • Whitney MooreWhitney Moore ✭✭✭✭

    Thank you Genevieve! The employee was not part of the company account, I contacted my admin who added them in and the problem is resolved. Thank you!

  • Hi Whitney, that's great to hear! I'm glad you were able to resolve the issue.

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