DocuSign Integration Isn't Generating Documents

Callinger

We are currently unable to generate any documents using the DocuSign Integrations. When I click on the mapping to use, it ask me to sign in, when I click the sign in link it takes me back to the mappings page, click the mapping to generate, asks me to sign in again. Has anyone else experienced this issue? We have been using this integration for about 4 weeks now and this is the first issue we have encountered.

Genevieve P.

Hi @Callinger

I've personally only had this happen before when attempting to generate a document from a Sheet Summary Report as the source of the row. Can you confirm if you're generating the mapping from the source Sheet or from a Report?

Here are a few standard troubleshooting steps to start:

• Fully log out of Smartsheet, then log in and try again
• Try a different Browser
• Disable current Browser extensions and try again

See: Step 2: Troubleshoot issues caused by browser extensions

Try also Revoking the Document Builder token from your Account under Personal Settings - Apps.

Then find any row and select Generate Document - this should bring you to the "Sign In with Smartsheet" page, but allow you through once you've verified access.

Let me know if any of this has helped!

Cheers,

Genevieve

Callinger

@Genevieve P.

Thanks for getting back to me.

We are attempting to generate from the source sheet, not a report.

We have exhausted all the possible browser/extension issues we can think of. This includes clearing caches/cookies, using incognito mode, restarting, using different computers, VPNs, ect.

I did try revoking the app from my personal settings.

Once I did that and then tried to generate documents again, I got a popup that said "An Error as occurred. Your Access Token is invalid." After clicking okay, I see the "Generate Documents Fast" screen with the create a document mapping button grayed out. There doesn't appear to be an option to sign in. In the top right corner, all that is available is the "Help" question mark, which just takes me to the document builder article.

If I close that tab, reopen Smartsheet, go back to my sheet, and try to generate again, it did display the sign in request, after doing so and clicking the mapping, it put me right back in the same loop of clicking sign in and generate.

Any help would me appreciated.

Thanks,

Genevieve P.

Hi @Callinger

Thank you for trying all of these steps! It does seem like there's something else happening in the back-end that's specific to your account and the Document builder verification. The next step is to troubleshoot this directly with Smartsheet Support; this way they can talk to you in a private channel where you can share more details.

I've checked in with Support and I can see you have a ticket (05364450) open already; I've let them know about the troubleshooting you've listed in this Community post and someone will reach out to you shortly.

Cheers,

Genevieve

Angelo C.

Hi @Genevieve,

I am having an issue mapping a docusign template. It won't let me drag fields into the fillable PDF template which I created on docusign. Also, is there an issue generating documents from a sheet summary report? The option for generating reports is available there. Thanks

Genevieve P.

Hi @Angelo C.

Document builder works off of the row data from a grid, so yes, there is no way to generate a document from Sheet Summary fields. Please add your vote to this related Product Idea to send your feedback to the Product Team: Document Builder Use Summary Fields

In regards to the drag-and-drop not working for your PDF, are you seeing the fields light up in red, or are they not appearing as options at all? It would be helpful to see a screen recording or screen capture of what you're referring to, but please block out sensitive data from any images posted to the public Community forum.

Cheers,
Genevieve

Angelo C.

Hi Genevieve, thanks for this. The document builder works well from a sheet report that pulls info from various sheets. The one that doesn't work is the docusign drag and drop of fields.

They appear as an option but there is no way to drop them into the PDF. On the standard document builder, I am able to drop the fields into the fillable PDF form.

Genevieve P.

Hi @Angelo C.

Thanks for clarifying! Once you move past the Assign Roles tab, you should be able to next Review your Configuration, then click Done.

Next, you can drag the sheet column names to the DocuSign fields. If, on this stage, you're unable to drag the Document Builder fields, ensure you have set the Manage PDF form field data option to Assign to: Placeholder.

Here's more information and a step-by-step guide: https://help.smartsheet.com/articles/2482231-generate-and-send-documents-for-signature-with-docusign

Cheers,
Genevieve

Angelo C.

Hi Genevieve, thanks for this.

I am unable to find where you manage the PDF form field data option.

Could you please point me the right direction?

Thanks,

Angelo

Genevieve P.

Hi @Angelo C.

This is a setting from within DocuSign:

Let me know if this resolved your issue!

Cheers,
Genevieve

Angelo C.

Hi Genevieve,

I was now able to drag and drop the fields however, docusign is now generating documents without the data that I previously mapped. Any ideas what might be wrong?

Genevieve P.

Hi @Angelo C.

Each row should now bring in cell data from that current row into the document, based on how you mapped each cell to each field. If the documents you're generating have blank values, double check that the row you're using has content in those cells. You'll also want to ensure you're using the correct mapping (in case you created a few different versions on the same sheet).

Here's a link to a free webinar that may be helpful for you: https://help.smartsheet.com/learning-track/best-practice-webinars/document-builder

If none of this has helped, it's difficult to know what may be causing your issue without seeing your sheet and document. I would recommend contacting Smartsheet Support directly so you can provide more detail, showing information in a private channel (versus this public forum).

Cheers,
Genevieve

Angelo C.

Hi Genevieve,

Thanks for getting back. I watched the tutorial however, I am still having the issue with the doc that are not pulling the data from the fields.

Thanks,

Angelo

Genevieve P.

Hi @Angelo C.

It's difficult to know what may be causing your issue without seeing your sheet and document.

Please Smartsheet Support directly so you can provide more detail including a full recording of your workflow set-up, your underlying sheet, the URL to the sheet, and a copy of your fillable PDF.

Cheers,
Genevieve

Angelo C.

Thanks for getting back - It's getting frustrating cause I tried everything and the generated PDF still has all blank fields….

Genevieve P.

Hi @Angelo C.

Here are some other things you can check while you wait for Support:

• If you're generating a document for DocuSign, note that if you're using the Draft feature, this will show the fields as blank if you're previewing it
• Test sending the envelope: the fields should be filled at that point (not at the Preview Draft stage).

Another thing to test is to assign all your fields in DocuSign to your first signer in the sequence (versus Placeholder) to see if that helps.