For a number of our rules that create CTAs, I am the CTA's "Default Owner", in case the Customer Success Manager field isn't filled out on the Salesforce Account. As the Gainsight Administrator, it would be my responsibility to fix that data, and then reassign the CTAs to the right person.
However, since I'm not in my Cockpit every day (since I'm CSOps, not a CSM), it's important for me to be able to get email notifications when a CTA is assigned to me.
However, Gainsight support (ticket 7877) confirmed that there are two situations where an email notification will not be sent:
- When you assign a CTA yourself, you won't get the notification
- When a CTA is created via a rule, it will not send a notification if the assignee is the user that authorized MDA. This is per design, and would be an enhancement request to get this not to happen.
Since I am the Gainsight Administrator, I am also the person who authorized the MDA, so I can't get these email notifications, so now I need to create a calendar reminder to go into my Cockpit every morning just on the off chance that an Account's CSM field is blank.