We’re hoping this feature can create a communication loop for our non-Asana users within our organization, so all messages can live on one platform. This was supposed to be a game-changer.
However, during testing, it seems our submitters can’t respond back to assignees when they receive an Asana message. Instead, they get an error saying, “We couldn’t create your form submission comment because the destination you specified is invalid (form submission comments are disabled).”
The form settings are correctly set to Organization-only access, and the ability to receive and send email replies are turned on.
Fortunately, we haven’t encountered any registration issues when using the form.
After looking further into the issue in the Help Center, I found an article suggesting we need to set up SAML group mapping. If the Request Tracking feature is available now to all subscription levels, this shouldn’t be necessary since Starter to Advanced does not have this feature. We do have an Enterprise account. What are we missing?
We’ve submitted a ticket, and customer support has responded, but without any resolution, suggestion, or timeline.
FYI this issue is also being discussed in another forum thread. I considered merging this over there, but I think it’s good that this stays as a separate topic so as to highlight the issue for the forum team and others.
My apologies, @Asana_Marketing, I shouldn’t have posted that link here; it’s to a topic in the private Ambassadors forum section. But you’re not missing anything, it’s just another report of this same error.
Thanks for bringing this to our attention. I’ve escalated it to the team for further review. We’ll keep you updated as soon as we have more information.
Thanks for the escelation.
I am just mapping out the work to update couple of workflows by enabling the forms to receive response by email.
I have not tested it yet but it would good to know if this is a bug or a system wide issue.
Thanks!
We are also having the same issue and were told by Asana Support it’s because we use SSO. We are going to try to set up SAML Group Mapping. I really hope it works because I built an entirely new process knowing this feature was coming and will probably need to move this process out of Asana entirely so the submitters can track the progress of their issue.
Just a heads-up, everyone:
This issue has now been identified as a widespread bug, and our team is actively working on a prompt resolution. To ensure better visibility, we’ve moved it to the critical bugs category.
This was noted in a Help Center article too. But since the Request Tracking feature is now available for all tier levels and SAML Group Mapping is not, there is a discrepancy. SAML is only available for Enterprise level accounts. My ticket addresses this with support.
Thanks for bringing this to our attention! Our team has addressed the issue, and it should now be resolved for everyone. Please update or refresh Asana, and let us know if you’re still experiencing any problems.
@Julio_V Thank you for the update.
We continue to test the new Request Tracking Form feature before we release its use. During the test, it has been noted that some submissions are not giving the “Send response to submitter…” option in the comment box. The form settings have been checked and rechecked. It seems to be working for some submissions but not others. Can you please advise. Thank you.
Hi @Maria_Susan_Angustia, sorry to hear that the issue persists on your end. To investigate why some submissions are still not showing the option, it would be necessary to look into the details of the task, which we unfortunately can’t do here in the Forum. Can you please reach out to our Support team and provide them with screenshots and some task URLs where this is happening? Feel free to include the link to this thread in your request.
Thanks @Vanessa_N . After a few back and forth and further communication with Support, we finally resolved on our end with further testing and investigating the feature. We’re good! Thank you for the quick attention.
