Task Notifications - Nuance Sequential Situation

Good day. I have found a slight nuance situation which occurred differently than we expected, so I want to confirm that the situation is as you all intend. In short, when someone is looking at a ticket, and a workflow assigns a task to that person's group, that person does not receive a notification.

 

Examples:

Group A with Members John and Jane.

Choice -> Task Example

  1. Group A is assigned a Choice Step.
    1. Because of many choice options, sometimes Group A receives a task and sometimes not.
  2. John completes the Choice step.
  3. John does not receive an email about the Task assignment, but Jane does receive an email for the new Task.

 

I have tested that this occurs in Sandbox and Prod and this occurs when there are sequential tasks for the same group.

Is this as intended to save an email? If I missed a knowledge base article with this information, please let me know.

Asked by Triston Martin on Tue 3/5/24 2:51 PM Last edited Tue 3/5/24 2:52 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Tue 3/5/24 3:36 PM

Hi Triston,

This is intended, yes, as an effort to reduce redundant notifications to a person who (if they have access to finish the preceeding step and are also eligible assignees of the very next step) should know that the next step is assigned to them when they see it appear after their initial step is marked complete/addressed.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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