I am currently testing the ISC certification-related emails and would like to clarify the expected behavior regarding notifications.
Here’s what I have tried so far:
Created a certification campaign with Reviewer A assigned as the reviewer. The campaign has not yet started.
Reassigned the campaign reviewer from Reviewer A to Reviewer B while the campaign is still not started. However, there was no email notification sent at this stage.
Started the campaign, and Reviewer B received the Certification Reassignment Email, but did not receive the Certification Email.
May I know is this the correct behaviour? As I would have anticipated that Reviewer B would receive the Certification Email instead of the Certification Reassignment Email.
Campaign Created, Not Started: No email notification is expected at this stage. The campaign is in a draft state, and no action is required from the reviewer yet.
Reviewer Reassigned Before Campaign Start: No email notification is typically sent when the reviewer is changed before the campaign has been initiated. The system assumes the latest assigned reviewer is the intended recipient once the campaign begins.
Campaign Started, Reviewer B Receives “Certification Reassignment Email”: This is unexpected behavior. If Reviewer B was the assigned reviewer at the time the campaign started, they should have received the initial “Certification Email” (or similar, depending on your email template naming). The “Certification Reassignment Email” is usually triggered when the ownership of a certification task is changed after the campaign has already started.
Reviewer B Did Not Receive “Certification Email”: This aligns with the unexpected receipt of the “Certification Reassignment Email.” The system seems to be misinterpreting the initial assignment at the start of the campaign.
Review ISC Audit Logs: Examine the audit logs within your ISC tenant for the specific certification campaign. Look for events related to reviewer assignment changes and the exact timestamp when the campaign started. This might provide more insight into how the system processed the reviewer assignment.
Inspect Email Templates and Event Triggers:
Go to Admin > Email Templates in your ISC tenant.
Review the configurations for the “Certification Email” and the “Certification Reassignment Email.”
Check the associated event triggers for these emails. Ensure they are configured correctly to fire at the appropriate times (campaign start vs. reassignment after start).
Test with a Slight Delay: Try the reassignment process again, but introduce a small delay (e.g., a few minutes) between the reassignment to Reviewer B and starting the campaign. This might help rule out any immediate timing-related issues.
Test with a Different Campaign: Create a new, simple certification campaign and assign Reviewer B directly before starting. See if Reviewer B then receives the correct “Certification Email.” This will help determine if the issue is specific to the reassignment scenario.
I believe that might be the current functionality of the system to send the reassignment email, since it was in fact reassigned to the user from the user who was originally the certifier of the certification. This keeps the chain of custody visible, and tells the user why they are getting that specific certification.
I do agree that this is confusing, and you could create an idea in ideas.sailpoint.com for either providing a configurable option, or for changing it completely.