Alert Missing Fields

Customer Service

The alert below is sending without the final three fields and I am unsure why. I have checked the spelling of the field names to ensure there is not a typo inside the brackets. Any thoughts?

Paul Newcome

Are you able to provide a screenshot of what is actually being received?

Paul Newcome

Are you able to provide a screenshot of what is actually being received?

Customer Service

Hi Paul, thanks for jumping in.

Paul Newcome

SO it is the Additional Notes, Special Instructions, and Product Instructions that are missing?

How are those fields populated and what is the trigger for your automation?

Customer Service

Very often those fields are populated after the form has been submitted to update the sheet, although that is not always the case, sometimes that information comes over when the form is submitted.

The trigger below works as it should when Sales Order changes to Any Value, except that the last three fields are not printing in the message to the Noble Team Member.

Paul Newcome

What I suspect is happening is that the Sales Order is being populated and triggering the workflow before those last three bits are being populated in the sheet.

Customer Service

That would be an easy fix! But no - those fields get populated when the request gets entered, then approx 4 to 24 hours later, after my team gets the request into our production system, I will go in and add the Sales Order detail to trigger the alert. Any other ideas? Maybe when the data is entered into the fields (prior to adding the Sales Order detail) I need to manually save the sheet?

Paul Newcome

The sheet does need to be saved. If it is triggered before the missing fields are filled in and saved, then it won't pick up those fields.

Customer Service

Thanks Paul. So then I do have an issue, as the missing fields are filled in and saved well in advance of the alert being triggered. What are the next steps to get this resolved?

Paul Newcome

I would suggest reaching out to support.

Customer Service

Will do. Thanks Paul. I am a bit new to Smartsheet. How do I reach Support?

Paul Newcome

If you go to

help.smartsheet.com

there should be a button in the top right corner to "Contact Support".

Customer Service

Thank you Paul.

Paul Newcome

Sorry I couldn't be of more help. Please feel free to post your results from support here as well.

Customer Service

No worries Paul, thanks for walking through it with me. I submitted a support ticket earlier this morning, when I hear back I will post response here.