US Admin Office Hours (Thursday session) - 08/05/21 - 11am PT / 12pm MT / 1pm CT / 2pm ET - Pre-session Thread

Hi Scott, I’m reaching out as upon trying to trigger a CTA through JO (Journey Orcheastrator) I’m receving the following error message and fail reason (See Below). Therefore,  can you please advise what this error means and steps to correct?

Also, can you advise if its possible to get JO emails to be logged to Timeline?

Hello @Krista21  -- for a failure message that specific, I would recommend opening a support ticket - they can look at the back end logs for that Request ID and figure out what the exact issue is, probably faster than I’d be able to guess at it through trying different things during the session today.

As for JO Emails logging to timeline, there’s no out-of-box functionality for that directly - Timeline could quickly become cluttered (the way SFDC Activities object often does) so not sure that it’ll ever be a global option vs. limiting to Operational or something like that.

We typically recommend adding a section onto the C360 so that users can see what’s been sent out to contacts on their Customers.  However, that doesn’t capture the email body - just things like the name of the JO Program, when it was sent, result, etc.

An option to get JO Emails to Timeline, though, is to set the JO Program to log the emails to Salesforce (in the Email Options section at the very bottom of participant setup - see my screenshot below). THEN you can set up the SFDC Activities-to-Timeline sync to pull them BACK into Timeline -- a little roundabout, but worth it for some Gainsight users for certain important JO’s.

Hope that helps with some initial answers - see you on this afternoon’s session!

Hi Scott - 

I have a JO program where I’m trying to use a multi-select picklist in a filter for the participants. I need to exclude any values with a certain option selected, but include any others that have a value selected or if the picklist is null. I can’t figure out how to allow null values in the filter. Right now it’s excluding all participants with a null value in that field which is the majority of them. Thanks

Yes, here’s the thread (yesterday was a company holiday for us):