Suddenly Missing Task Assignment Emails - anyone else? | Community
Skip to main content
Christina_Jarosz
Christina_Jarosz
Level 9
March 16, 2020
Question

Suddenly Missing Task Assignment Emails - anyone else?

  • March 16, 2020
  • 24 replies
  • 3822 views

We're having a serious issue in our Workfront instance. I've reached out to Workfront and they are continuing to say that the behavior is what is expected. This is NOT how Workfront has worked the past 2+ years.

Our users are no longer receiving any email notification when they are assigned a task at the time of the project becoming active. Something has changed on the back end.

Scenario:

  1. We convert a request to a project. At conversion, project begins in planning.
  2. We make staff the project with assignments.
  3. We make a number of adjustments, delete unnecessary task, verify custom form information is correct, setup project sponsor, etc.
  4. Once verified schedule matches the necessary deliverable dates, we turn the project current.
  5. All users assigned a task receive an email that says "New Work Request" and they get notice they were assigned a task.

Now - #5 is not happening at all. No users are receiving email notifications even though their notifications are on. Which means, our users aren't aware they have tasks assigned to them. Previously, they received email notifications when the project was turned current.

Workfront is indicating that 'this is expected behavior' and the only time they would get task notifications is at the time of staffing. In other words, when the project becomes current they would not receive any notification of a task.

Is anyone else experiencing this? The time between #1 and #4 can be at times extended as we look to gather more information. So this makes no sense to turn a project current that is A) not setup correctly yet and B) not ready to be worked on.

I'm at a loss and I've needed to alert our users that they can no longer depend on email notifications to know when they have work assigned to them. This is a becoming a huge issue.

Help!

‚‚‚

------------------------------

Christina Jarosz

------------------------------

    This post is no longer active and is closed to new replies. Need help? Start a new post to ask your question.

    24 replies

    Christina_Jarosz
    Christina_JaroszAuthor
    Level 9
    March 16, 2020
    Basically, the cliff notes version: When a user is assigned to a task, and the project is in planning at the time of staffing, they will not receive any email notification. The only time a user will receive an email notification is if the project is already current and they are added to a task. So, five people are added to tasks on a project as you're setting it up. If the project is not current, no one will receive an email notification that they have a new task.
    kynabaker16
    Adobe Employee
    kynabaker16Adobe Employee
    Adobe Employee
    March 16, 2020

    Hi Christina, Is this different than Updates Not being sent via email this other thread from last last week where people were not receiving emails? Thanks, Kyna

    Christina_Jarosz
    Christina_JaroszAuthor
    Level 9
    March 16, 2020
    Hi Kyna, Yes. That was related to updates not being received via email. This is related to users no longer getting the 'New Work Request' email notification when they have been assigned to a task. Previously, everyone assigned to a task during project setup received a notification when the project was turned live - letting the know they have a task assigned to them. This is no longer happening. No one is receiving a task notification, even when enabled, if they were assigned to the project before it was current.
    skyehansen
    Community Advisor
    skyehansenCommunity Advisor
    Community Advisor
    March 16, 2020
    yeah that's not how it has traditionally worked. Can you escalate? -skye
    DeniseMoore
    DeniseMoore
    Level 4
    March 16, 2020
    That is how it has always worked within our instance...when the project's status is "in planning" it doesn't send task assignment emails out. And doesn't send out any emails for those previously assigned tasks when the project is changed to "in progress." Many of our projects have multiple tasks assignments that won't be active for days or even maybe weeks. No need for tons of emails to be received for those tasks. So, we have always assigned the tasks while in planning to prevent that from happening when we put the project "in progress." We really only want email notifications on items that need attention. Denise Moore
    Christina_Jarosz
    Christina_JaroszAuthor
    Level 9
    March 16, 2020
    Correct. The expected behavior is no task assignments (while project was in planning) are sent via email notification. When the project is turned from planning to current, those tasks are now active and thus SHOULD receive an email notification that a task has been assigned to them. This is no longer happening. They're not getting any task notifications - unless you are adding them to an already current project. Skye - I did escalate, but the response was that this was the expected behavior. I was hoping that others might have experienced the same thing.
    DeniseMoore
    DeniseMoore
    Level 4
    March 16, 2020
    For us, it has never been part of the functionality that once the project is changed to "in progress" (equates to "current") that the email notifications are pushed out for all "active" tasks. (Active" task being one in which doesn't have a predecessor or the predecessor has been met.) However, for us, if an assignment is made while the project is actually in the status of "in progress" that is the only time the email notification is pushed out to the assignees and/or team. That's how it has worked for us for the past 7 years. Denise Moore | Ameritas ® | Senior Analyst, Project Management 5900 'O' Street, Lincoln, NE 68510 | p: 402-325-4285 | f: 402-325-4069 | denise.moore@ameritas.com *******
    skyehansen
    Community Advisor
    skyehansenCommunity Advisor
    Community Advisor
    March 16, 2020
    Christine: I've duplicated this problem in my own instance, notified my counterpart, and I'll send a quick note to the product manager at workfront to see what's up. (I don't see any value to putting in a ticket as long as Support is holding to that stance) -skye
    J
    JillAc
    Level 10
    March 17, 2020
    Absolutely that is how it has always worked for us. Right now we are in the horrible position of dead-ing projects and have not made any new ones but I'll keep my eye on the next one. Also, when you turn Current to Planning to Current a certain number of notifications also go out that can be confusing (Your project is now current!) and I've been getting some of those.
    Christina_Jarosz
    Christina_JaroszAuthor
    Level 9
    March 17, 2020
    Jill / Skye – can you perhaps put in a ticket? The case # is 00195563. Workfront has a Level III tech working on this and have been helpful, but still state that this is working as it should.
    Show more replies
    Terms & ConditionsAccessibility statement

    Loading footer...