Currently, when a CTA with open related tasks is closed, Gainsight prompts the user to indicate if they would like to mark them as 'Declined'. The user can then agree, and decline all open tasks, or cancel and mark them as complete as needed. We would like this same functionality if a task is opened under a closed CTA. So, if the CTA is closed, and the user goes in and either adds a new task or re-opens a declined task, the CTA should get a similar notification. The notification should let them know the CTA will be re-opened and they could accept (and re-open the CTA) or cancel (and create the task somewhere else).
Our problem right now is that our CSMs are going in and closing a CTA, declining the tasks below it, and then re-opening the tasks they still have to do. This means that the CTA/Tasks do not show up on the Cockpit because the CTA is closed. So, they lose sight of the items that they need to complete.
We are working on some rules to combat this right now, but the ideal situation is that the user would get a pop-up notification, so they understand why their CTA is re-opening.
+2Hi Naomi, can you explain a little more the circumstances that causes a CSM to close a CTA with incomplete tasks still open and then go back later to re-open those tasks?
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