How can I change who an action item is sent to?

Question: "This action item keeps going to the wrong person. How can I change that in Vantaca?"

Great Question!

Answer:

Go to Settings > Action Types/Steps and click Filter to search for the specific action type you would like to edit. 

Once you've found the action item you're looking for, click on the triangle icon to view the steps included in the action item. 

Find the step you'd like to change and look at the Roles found in the Send To and Reply To fields. If one of those Roles is incorrect, click the Edit button on that step, remove the Role and replace it with a different one and click Update.

If the Role you're looking for doesn't show up in the dropdown menu, that Role needs to be added as a Default Follower on the Action Type. That is when you would edit the entire Action Type itself and add in the missing Role. On the action type you will want to select the Edit button and the screen below will pop up and in the Send To you can add any role you would like and this will add them as a Default Follower

Note: If looking to send a message to "Note" on an action item, you must first set up "Note" as a Default Follower for that action type.

Perhaps the action step is sending to the correct Role, but that user is not receiving notifications when the action item is stepped to them. That's when you'll click on the Rules for the action step and make sure the Notifications field is set properly. 

Now that you know how to correct the Roles for action steps, you're all set for efficiency!

FAQ

Q: A reply on an action item step is not notifying anyone. Why?

A: This typically happens because the step is missing role assignments that control who can be replied to on a particular step.

Two fields control who receives replies:

• Reply To – Determines who receives the reply when someone replies to an action item
• Portal Reply – Determines which roles appear as options when replying to an action item through the portal

To fix this:

1. Go to Settings > Action Types/Steps
2. Search for the action type in question
3. Click the caret (▸) next to the Category to expand its steps
4. Locate the step and click Edit
5. Add the appropriate role(s) to the Reply To and/or Portal Reply fields using the dropdown menu
6. Click Update to save your changes

Once these roles are configured, replies will route to the designated recipients appropriately.