Under Consideration

Reassign ownership of CTA when CSM of a company changes

  • 18 December 2019
  • 7 replies

Userlevel 4

Reassign ownership of CTA when CSM of a company changes. It must happen automatically instead of using Mass edit to change ownership.

7 replies

Userlevel 7

Hi @sai33335 - this does not happen automatically as there may be important reasons to keep ownership of some CTAs with the previous CSM (if they are finishing up some tasks as part of a transition period). Given that there are many variables to consider as to which CTAs should be reassigned, and to whom, and when - it’s important not to make assumptions to automatically assign, while simultaneously allowing admins to mass edit based on criteria they set. 

Userlevel 7

@sai33335 did you get a chance to view the above comments? 

Userlevel 2

Hi @dan_ahrens! Another perspective for you: when addressing issues of scalability, looking to automate manual tasks like CTA reassignment is definitely up there on the list for our organization. I think most gainsight admins can make the determination on what CTA assignments, based on engagement model, make sense to build automation for.  Many admins/organizations could easily define the criteria needed to make that determination without necessarily having a person completing the task manually. 

There are many use cases for this kind of functionality and I am a proponent of building in a way to automate CTA reassignment. :grinning:

Userlevel 6


We have plans on our roadmap to enhance the CTA rules action to allow updating the CTA owner. This should help address the use-case…..but for now the only option available in the Mass edit


Userlevel 7
Badge +2

Any updates on this?  My use case is a little different.  We have a process for OnBoarding, and sometimes there’s a bit of delay in getting an AM or CSM assigned, and the CTA fires before assignment.  Ideally, I’d like the CTA to be reassigned once the assignment happens OR to be able to write a rule to catch that and change the assignment accordingly.

Userlevel 5

@heather_hansen  Would the ability to update the CTA owner via rule as Aditya mentioned solve your problem?

Userlevel 7
Badge +2

@sriram pasupathi  Yes, that should work.  Thanks!