Do not open a CTA until the previous is closed
None
Working with a customer they asked if there is a way to not open a new CTA until the previous of likeness was closed.
Example:
"Followup 2017" CTA is open for a customer, but if that is not completed yet we do NOT want a "Followup 2018" CTA to be created automatically until that one is closed.
Currently we cannot specify that logic to do so.
Example:
"Followup 2017" CTA is open for a customer, but if that is not completed yet we do NOT want a "Followup 2018" CTA to be created automatically until that one is closed.
Currently we cannot specify that logic to do so.
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One is the data set that would trigger the new CTA "Followup2018", and the other is a data set containing a list of existing open CTAs called "Followup2017".
Then, you can use the criteria in the rule action to only trigger if there is no open CTA for that account.
https://support.gainsight.com/Product_Documentation/Rules_Engine/Admin_Configuration/Setup_Rule_Acti...
Specifically unchecking the "include in identifiers" checkbox and allowing the CTA Type and Reason values to prevent creation of a new CTA that has the same values for those two fields as any currently open CTAs.
That's why I opened this idea:
https://community.gainsight.com/gainsight/topics/ability-to-limit-cta-reason-cta-types
All of our CTA trigger rules are dependent on Type and Reason code (because that's how our TA recommended we configure it) but makes me really nervous.
Is the main need to not allow CSM's to change the reason because "Reason" is used as an identifier while creating CTA's via rules? i.e if there was an option in rules engine action to not use Reason as an identifier....would that help you? Or as you mentioned in the other post, would you still want to prevent CSM's from changing the reason?
Happy to chat if you need further explanation. Thx!