Currently, when a playbook is attached to a CTA using the Update CTA Rule Action, the task owners defined within the playbook are not retained. Instead, all tasks are assigned to the CTA owner.
After raising a support case and engaging with Gainsight Support and Engineering, it was confirmed that this is the current expected behavior and not a defect. However, this limitation significantly reduces the usefulness of playbooks in automated workflows.
Current Behavior
Example:
Playbook contains:
Task A → Assigned to User A
Task B → Assigned to User B
Rule Action updates a CTA and attaches the playbook.
Result:
Task A → CTA Owner
Task B → CTA Owner
The ownership configuration defined within the playbook is ignored.
Expected Behavior
When a playbook is applied to a CTA through Rules Engine or External API, the tasks within the playbooks should honor the ownership settings and not default to CTA owner.