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.