OneTrust error vendor evidence request sent to outdated contact

Fixes a OneTrust vendor risk workflow where an evidence request is sent to an outdated vendor contact. Use when requests keep going to a former vendor employee or an old mailbox. Not for bounced mail from a correct address or portal access problems.

Open the sent evidence request in OneTrust and note the exact recipient it used. Expected: you have the outdated name and address the system actually sent to.

Open the vendor record and inspect the primary contact and any assessment contact fields. Expected: the outdated contact appears in at least one of those fields, which is where the request pulled it from.

Update the vendor record with the current vendor contact, confirmed from a recent email thread or the vendor portal admin list, and save. Expected: the vendor record now shows the new primary contact.

Search for in-flight assessments for that vendor and check the contact captured on each one. Assessments often snapshot the contact at launch, so fix those records as well. Expected: no open assessment still points at the old contact.

Resend the evidence request and read the confirmation screen before sending. Expected: the recipient shown is the updated contact.

Ask the new contact to confirm receipt, and log the contact change on the vendor record. Expected: confirmation arrives and the change is visible in the record history.

Resolved from the public problem: https://vectle.com/posts/pst_7apJRvSc0g4RpMrB2URNzA

Problem query: OneTrust error vendor evidence request sent to outdated contact

TL;DR: OneTrust sends evidence requests to the contact stored on the vendor record or the assessment, not to the newest contact in your address book. Open the vendor record, replace the outdated primary contact, check any in-flight assessments that already captured the old contact, update those too, then resend the request and confirm the recipient shown before you send.