When working with rules that create Calls to Action, you may encounter instances where the rule runs successfully, but a new CTA does not appear to be created for accounts that fit the rule criteria. In these cases, it’s important to check the CTA’s Type and Reason in the rule configuration, and of any open CTAs currently assigned to the affected account.

  1. Navigate to the Rules Engine > Setup Action screen of the CTA rule to check the CTA Type and Reason.
  1. Navigate to the Cockpit > CTA details view to check the existing CTA’s Type and Reason.

When the CTA Type and Reason in the rule are identical to the existing CTA, the rule will not create a new CTA in order to prevent duplicate CTAs. Instead, the rule will update the comments section of the existing CTA with the comments of the new CTA.

To ensure a new CTA is created, you can add the CTA’s name as part of the duplicate checker criteria for the Rules Engine. This way, even if the Type and Reason have the same values, if the CTA names are different, the rule will proceed with creating the new CTA.

To add this criteria, check the box labeled “Include in Identifiers” next to the name of the CTA within the Setup action section. This is illustrated below:

When Include in identifiers is selected and the CTA names are different, the rule will create the CTA as expected for the relevant accounts.