Trouble Transferring Ownership of Workspace and Sheets

Hi all,

I'm retiring soon (woohoo!) and transferring sheets in our account to other licensed users. Most are working fine, but the oldest set we have (from 2011) are in a workspace and the transfer is not working.

I've tried to transfer both the workspace and individual sheets in this workspace. The new owner is a licensed user and is shared on this workspace as an Admin in the workspace. He receives the email to accept the transfer, but when he clicks the link, the transfer does not execute. In fact, he is asked to log into SS, even though he is already logged in.

Other sheets are transferring fine to other licensed users, so this one is a head scratcher. I've put in a Support request, but their initial response is to ask the Community (because you are SO great and always helpful!).

Here is what the workspace looks like in case that gives any clues:


The "plus person" icon showing for sharing is also incorrect because I removed anyone not in the workspace from the sharing yesterday. I'm wondering if something is out of sync?

Thanks for any help! I'll miss the support of this community, but have told all my colleagues you are the best.

susan

Best Answer

  • Julio S.
    Julio S. Moderator
    Answer ✓

    Hi @Susan Peck ,

    If there is only a specific user who is affected by this behavior who doesn't seem to be able to accept ownership transfer of the affected items, I would ask this user to ensure that no existing Smartsheet session is open when clicking on the link and using the specific credentials to sign in to Smartsheet that the items were transferred to. If this doesn't seem to help, and since all other items seem to have been successfully transferred to other users, you may want to try the bulk transfer option covered here with the assistance of an account System Administrator.

    Although our Support team has referred you to the Community for possible alternative assistance, if none of the options offered above can be of help, I would advise continue troubleshooting through the Support ticket that you opened so that the relevant actions occurring in your account can be reviewed in the backend.

    On a separate note, the "+ user" icon indicates that the particular item is shared not only at the Workspace level but also individually as an item with other (or the same) users. From what you explain it is possible that some users are shared to both the Workspace and individually to the specific item. This behavior is explained in depth in this article if you need more information.

    I hope that this can offer some insights to help you resolve the experienced behavior.

    Cheers!

    Julio

Answers

  • Julio S.
    Julio S. Moderator
    Answer ✓

    Hi @Susan Peck ,

    If there is only a specific user who is affected by this behavior who doesn't seem to be able to accept ownership transfer of the affected items, I would ask this user to ensure that no existing Smartsheet session is open when clicking on the link and using the specific credentials to sign in to Smartsheet that the items were transferred to. If this doesn't seem to help, and since all other items seem to have been successfully transferred to other users, you may want to try the bulk transfer option covered here with the assistance of an account System Administrator.

    Although our Support team has referred you to the Community for possible alternative assistance, if none of the options offered above can be of help, I would advise continue troubleshooting through the Support ticket that you opened so that the relevant actions occurring in your account can be reviewed in the backend.

    On a separate note, the "+ user" icon indicates that the particular item is shared not only at the Workspace level but also individually as an item with other (or the same) users. From what you explain it is possible that some users are shared to both the Workspace and individually to the specific item. This behavior is explained in depth in this article if you need more information.

    I hope that this can offer some insights to help you resolve the experienced behavior.

    Cheers!

    Julio

  • Susan Peck
    Susan Peck ✭✭✭✭✭

    @Julio S. Thank you for the response and ideas!

    We ended up solving the problem by having the new owner request the transfer. That approach seemed to work whereas my initiating the transfer did not work.

    And, kudos to SS tech support. They answered my request instantly and followed up by both phone and email. Having heard some less-than-positive comments about SS tech support responsiveness on this forum, I was pleased.

    We never found the root cause, but likely it was that these sheets were some of the oldest in our collection (from 2011) and have gone through several iterations of Smartsheet updates over the years. I'm also the original licensee, so there might have been some weird issues there.

    Anyway, the sheets are transferred successfully and I'm five days from retirement. The SS Community has been a great resource and I appreciate you all and wish you the best.

    Thanks much!

    susan

  • Julio S.
    Julio S. Moderator

    Thanks @Susan Peck for your kind words.

    I am glad to hear that the issue was finally resolved and wish you the best for your retirement. If you wish to give specific feedback to the specialists that helped you in Support, a survey should have followed the case closure and I am sure they would be please to hear your feedback.

    All the best,

    Julio