Who is this article for?

Users of the action tracking workflow.

No special access or permissions are required.

When an Action's type is changed from Tracked to another type after an Action Update has been created, respondents may receive notifications for Action Updates that cannot be found in the system.

This article explains the issue and how to resolve it.

Issue

An Action created with the standard tracked setting becomes available in the Action Updates and Action Tracker screens:

However, if the Action's type is set to Not Tracked or Transferred, the Action will be visible only in the Findings and Actions screen.

Actions that are set to something other than Tracked cannot be seen in the Action Updates or Action Tracker screens:

An edge case occurs where a respondent receives notifications for an Action Update that cannot be found in the system. This happens when:

• an Action is created as Tracked
• an Action Update is created (either automatically or manually)
• the Action is then set to Not Tracked or Transferred

When this occurs, the Action Update still enters the action tracking workflow:

• an initial notification is sent
• if the respondent does not submit an update, they will be sent reminders

Resolution

To resolve this issue:

1. Find the Action.
2. Set its Type to Tracked.
3. Locate the Action in the Action Updates or Action Tracker screen.
4. Delete the Action Update.
5. Set the Action back to the desired Type.