Captrust requires the due date removal from all email notifications as this is causing an issue for their SMEs during the review process. Here's the original ticket below:
https://help.responsive.io/hc/en-us/requests/56798
@delora for visibility.
Hi @Khalees V Quick Update: The request has evolved as they do understand that we won't be removing the project due date. The new ask is around adding "SME due date" in all communications with project due date. I understand this is a single client use case and it won't probably be added to the 2025 roadmap but I wanted to ask if there were any additional clients requesting this. Thanks again for your help.
@ginno Can you share few emails where they are expecting to add "SME Due Date". Also, i assume SME Due date is the due date for section and questions.
Hi @Khalees V the SME due date is a custom field that they have in the projects module. They want the SME due date to populate on the email notification in whichever has the project due date. for eg., task email notification, comment mentioned email notification. Also, please note that the issue got escalated and they want this to be done as soon as possible. Denying this could cost us the next renewal. From: @Delora Immaculat J
@ginno for visibility
Hi @Khalees V Our client, Megan, Gabby and Shireen, are extremely frustrated about this issue. As they feel this specific "due date" in their comments field within a project is very misleading. They understand that is the project due date field that is autopopulating in this due date table but there is no descriptors that this is even that. I did have an open slack thread with you and Bagavathy for your review. And I have requested Tara's help on this as she was part of the original team that helped implement the SME due date custom field in 2019 for them to use in their comments within the platform then. Here's that conversation slack link. Thanks again for your insights, I'm working to reach out to Mackenzie as well as she was the original CSM for this request in 2019.
slack link
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@Ginno Bergunio Checked the slack conversation. I am able to replicate this. I will work with the team to see if we can change the label to "Project Due Date", so it is clear for the users. Is this the only change expected from Captrust?
Here is the screenshot for reference.
https://rfpioinc.atlassian.net/browse/RES-132518
Hi @khalees - Thank you for your help here. This is a great start to clear up the confusion at the moment as our POC team is confused by what that "due date" is. Captrust's main goal is to remove "due date" all in all if possible — Would that be something that we can do? As I understand we won't be able to use the custom field "SME due date" in it's place. Thanks again for your support.
@Khalees V
@Ginno Bergunio Removing the project due date is currently not possible. The change we are currently doing is to relabel "Due Date" to "Project Due Date"
@Bagavathy Need your inputs - In your 2025 roadmap you are planning to allow users to customize the email templates. Does that include the following
@Ginno Bergunio "Due Date" has been changed to "Project Due Date". This change will be rolled out to production in Jan 30 release
Here are the two email templates that are impacted with this change
Thank you for the updates here @khalees — I'll share this expectation with the client today.
Hi @Khalees V Thanks agin for all your help here. This issues has grow into a critical request from our POC at Captrust and they are threatening to look into other SRM services. If you see below the screenshot our POC shared — is there any way we can add the custom field they created "SME due date" underneath the newly refreshed "project due date"? The next steps if this can be addressed would be to look at custom reporting as well down the line for this specific custom field they created. Thank you again for your insights here.
@Ginno Bergunio I will analyze and work with team on how we can address this problem. Keep you informed once i complete my initial analysis.
@Ginno Bergunio We have a workaround where you can add the custom field into the template. Only we can add by accessing the customer's instance through support portal. I have attached the recording to show how you can do that. Please check and let me know if you have questions. But the limitation is you cannot add below the project due date.
@Khalees V Noted that project due date is still part of the email and cannot be removed. I had another client (Lark) raised this as a concern that the project due date is part of the email. I let them know about the improvement (he's a former Responsive user- coming back as a new client and raised the concern).
@Melissa Morrison Regarding the new client - Do they want to remove "Project Due Date" from the email notification? Why?
If their need is they capture due date as customer field like Illumina (SME Due Date) - We can add the custom field into the email template through Support Portal (Refer the attached recording in my previous reply).
Let me know your thoughts?
@Bagavathy Is it possible to enhance the email template edit, where we can insert the custom field anywhere inbetween already existing fields? At present, we can add only as the last field.
@Ginno Bergunio Can you share the feedbacks from Illumina? Did the workaround solved their problem of including the "SME Due Date" in the email template?
