Playbooks not available error message / CTAs dropdown blank

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  • Updated 6 months ago
  • Solved
  • (Edited)
Hi, has anyone else experienced a "Playbooks not available" error message, and/or a blank dropdown in the Reason field when adding a CTA? 

I've seen this behavior for multiple users across our org, many times, during a training and in their day-to-day. I'd love to learn if other orgs have experienced this too and how best to solve. I've asked our users to refresh, close out of and restart Gainsight, which only works sometimes. It has been disruptive to workflow as our users are updating multiple CTAs from their Cockpit. 

Thanks!
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Diana Luo

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Posted 8 months ago

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Sai Ram Pulluri, Official Rep

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Hi Diana, By default we don't ship any playbooks for 'Objective and Activity' types, so when you select these types you get this message "Playbooks not available".

If at all you get the same issue while selecting the other types, could you please post here with a screenshot for better understanding
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Mary Taylor

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Sam, you may not ship Playbooks for Objectives, but why wouldn't GS see the playbook I created?  The playbook and my success plan are at the relationship level, but when I try to map an objective to my playbook I get the 'Playbooks not available' message
(Edited)
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Diana Luo

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Diana Luo

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Hi Sai, I have uploaded a screenshot with the error message. Our playbooks are configured at the relationship level. They should be available to all users from the dropdown, regardless of the reason selected. 
(Edited)
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Aditya Marla, Employee

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Hi Diana,

Are the CTA's also at the relationship level? (Playbooks configured for a particular relationship type are not available at the account level and vice versa )
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Diana Luo

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Yes, the CTAs are also at the relationship level. Our users do not log CTAs at the account level.
(Edited)
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Diana Luo

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In addition, we routinely see a blank dropdown when adding the CTA reason. Refreshing works sometimes, but not always. Any thoughts as to why? 
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Mary Taylor

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Hi Hitesh,
I'm trying to create my first Success Play.  So at the relationship level I created several playbooks, then I went into Admin Success Plans to configure the plan.  I did this at the relationship level.  I created a success play type, then created a template based on that type.  I defined 3 Objectives, and after creating those I tried to click on the 'Map Playbook' from the upper right dropdown on the objective and I get the message that playbooks are not available.  Is there some type of linkage I need to do to get my playbooks to appear?
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Diana Luo

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Hi Mary, our users continue to experience the playbooks not available error message intermittently. So far, we've not been able to identify what's causing this.
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Diana Luo

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Hi Mary, our users continue to experience the playbooks not available error message intermittently. So far, we've not been able to identify what's causing this.
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Mary Taylor

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Very frustrating!  Not sure how I get around this.  I can't launch a Success Plan without the playbooks.
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Mary Taylor

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So I found out that for Success Plans the type of Playbook must be Objective in order for it to show up when I try to map an Objective to a Playbook.  So mystery solved, this is now working for me!