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Rules & Permissions

Rules & Permissions

Share your questions and best practices on Rules and Permissions for Gainsight CS here.

599 Posts
2,211 Replies

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sudheer.gotety

started this topic

Twilio from Gainsight

Did you know you can send an SMS via Twilio from Gainsight? The video tutorial attached will walk you through the steps required to achieve...

meenal_shukla

started this topic

SFDC Edition: Can I access Gainsight without buying an additional Sale...

Yes. In Salesforce Edition, all Gainsight Licenses come with the Salesforce Platform License which allows you to access Gainsight without b...

spencer_engel

started this topic

How to create a URL in the Rules Engine

Today’s tutorial covers how to create URLs in the Rules Engine. A good use case for this, as I describe in the video, is if you need to toke...

599 Posts

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jahnavi moturiGainsight Employee: Shoshin

posted in Rules & Permissions

Ehsan.AvazpourRegistered User

asked in Rules & Permissions

Dynamic CTA Default Owner

Hi All,I see that there is an old post on this topic and am unsure if answered posts are monitored, but it seems that the answer is not specific to the “Default Owner” field. My organization would like to use both the “Owner Field” for one dynamic owner, i.e. whoever is the Product Trainer for the account, and the CSM for the account as the “Default Owner”. But as the previous question in this post asks, we are only able to add a specific static user to this “Default Owner” field. Can we actually use this field to populate a dynamic field, such as the “Owner Field” where we could select CSM and have the “Default Owner” be who ever the account CSM is and not a static user? Picture below for reference.

14 days ago

tom_gerthGainsight Employee: Champion

asked in Rules & Permissions

Dynamic CTA default owner

Currently in the CTA action of a rule, we must set a "Default Owner", however it is a static user that must be used. I've got a customer that is requesting the ability to select a dynamic user for this field, such as setting it to "Account CSM" versus "John Doe". I'm wondering if this is anything we've considered putting on the road map in the future? Thanks

15 days ago

rakeshLets put your data to work!

published in Rules & Permissions

How to post to slack any data programmatically from Gainsight (Rules Engine and JO)

This video shows how to post any message to Slack from Rules Engine (or JO) leveraging External Actions in Gainsight. We use 2 methods that Slack has to do this:Webhook (first half of the video) OAuth authentication (2nd half of the video)

44112

16 days ago

Saichand MoturiShoshin

asked in Rules & Permissions

Clear the existing comments on CTA

Hi Team, We have an Option to Clear the existing comments in Rules for set score 2.0 but not able to see the option for call to action 2.0. Please find the silent recording link:https://share.getcloudapp.com/RBuLlQym

23 days ago

kcsp

asked in Rules & Permissions

Capture Current and Previous CSM

We are looking to capture current and previous CSM, as well as the date of current CSM Assignment. What is the most efficient way to do this? I saw posts about potentially leveraging an MDA object to track field history, but was curious if there’s another way, as this is very burdensome.

23 days ago

angela_domenichelliAll Star

asked in Rules & Permissions

Rules Horizon and CTA Linked Objects

I just attempted to create a CTA using Rules Horizon with a link to the SFDC Opportunity object, something we frequently do in Bionic Rules. I was unable to select the Opportunity ID as an Attribute, the page just said No Data Available. Then, when I ran the rule manually, I received and email it was successful, but no CTA was generated and the Execution History showed a Failure symbol with a red triangle. It was impossible to find an actual failure or error message. I hope these bugs will be fixed prior to GA. Let me know if I should create a ticket for Support, I am never sure when a feature is still in Beta. Thanks!

1 month ago

StuartVeteran Rookie

asked in Rules & Permissions

Rule Engine - switching legacy bionic designs to horizon

Hey folks, I was wondering if in a future release Gainsight will be force-converting legacy bionic rules over to Horizon, or if there will be a tool made available to admins allowing the automatic conversion of a legacy rule to horizon? It would be good to have the ability to convert legacy to horizon without needing to rekey the whole rule.Example use case would be multiple relationships where the basis of a rule between relationships is similar, but some changes would still be required. I’d find it easier to make the changes in horizon than the legacy UI.

1 month ago

Harika SingadiVeteran Rookie

asked in Rules & Permissions

Horizon Rules: Feasibility to clone dataset ,criteria and Actions inside the rule

Hi Team,At certain conditions, we need to clone the data set, criteria and actions to reduce the redundancy of doing the same task with just a change in filter.Use case:With just a change in filter in criteria, we need to call multiple external API’s

1 month ago

StuartVeteran Rookie

posted in Rules & Permissions

Horizon Rules Engine

Hey Folks, Often we don’t take time to recognize/call out when things are positive; just wanted to pass back my thanks to the Gainsight Product and Engineering teams who have been working on the Horizon Rules Engine updates. For users who use Rules Engine to create complex solutions, the Horizon update to Rules Engine represents a massive paradigm shift in usability and functionality. Although the Horizon update isn’t without (some significant) issues, the good changes the feature brings definitely outweigh the negative, and mostly there are some workarounds to the existing issues. Congratulations on the successful launch of the feature, and I hope the team are able to continue to iterate on the foundations laid in v6.35.

2 months ago

Tomas TrijonisShoshin

asked in Rules & Permissions

Custom objects do not respect Company object data permission rules the same way Standard objects do

Currently, info within Data Permissions state: “When the Public access is deactivated, all users lose access to the company data and other objects with lookup to Company object”.That is not fully true in our experience, as that does not apply for any Custom object, even if it also has a lookup to Company object.What helps is in that case rebuilding rules for each of those objects individually in “Other MDA Objects” tab. However this is a hardly sustainable way to manage permissions in a large setup.In our case we want to map revenue in a custom object based on region. Users shouldn’t be able to see revenue of a different region in their dashboard. As the amount of attributes, criteria and objects can change and grow, administration will grow exponentially over time.I wonder if there is a more sustainable and a more automated method of doing this?

2 months ago

andreammeldeACE

asked in Rules & Permissions

Is it possible to create a rule to reassign CTAs?

As the admin, I am defaulted assigned for majority CTAs. I want to create a rule so that if the account ends up with a CSM after the CTA is created, the CTA is reassigned from me to the CSM. Is this possible?

2 months ago

shiv_kumar_katiyarGainsight Employee: Team Captain

asked in Rules & Permissions

Ability to disable the creation of new tabs every time a user clicks on a link in Gainsight

[i]Posting this on-behalf of one customer -[/i] If you click on the name of a customer from Cockpit OR if you search for a new customer at the top of an existing C360 page, a new browser tab opens for that specific customer. This is creating a ton of new tabs and several of their users are requesting the ability to disable the creation of new tabs every time they click on a link in Gainsight.

2 months ago

JamesRegistered User

posted in Rules & Permissions

Limitations with Concatenate in Horizon Rules

I was taking a crack at building a rule using the Horizon Beta that would be adding a URL to a CTA linked object section using a transformation (concat) and upserting it to the custom object. I noticed that you can’t concatenate a GSID to a string with Horizon but you can in Bionic rules. I’m sure that I can make a work around but I was curious if anyone else was having this same issue or if there were plans to add this functionality in the future.

3 months ago

sagan_sherlinChampion in Training

asked in Rules & Permissions

Rules Engine to close Success Plans?

Is it on the roadmap to give the option to close Success Plans/Tasks via the Rules Engine? I understand there is the option with Mass Edit. But there are times when it would be easier to have a Rule that looks for X and closes those items out. Rather than relying on an Admin to check every so often.If this is already out there, could someone provide the document? =)Thanks!

3 months ago

bayareaguyShoshin

asked in Rules & Permissions

Populating multi-select picklist through a rule

Hi Gainsight community,I am trying to populate the list of systems installed on an account through a “Systems installed” multi select picklist which i have created. How do i create a rule to populate multiple items for the same account. The rule takes once record at a time and only populates the last item. For eg Account 123 has install base serial numbers abc, def, ghi, jklI want to populate for all accounts their unique serial numbers in a multi-select dropdown. I created a multi-select dropdown and called it “Systems installed”, it wanted me to add one value atleast so added a default value while creating the field in the company object. But when i ran the rule for the account which has 17 such serial numbers it errored out. ThanksAnil 2020-10-29T00-49-57_UTC - GSOBJ_1012 : Invalid/Inactive value provided for picklist. [Field Name: Installed_Systems__gc] at row number 12020-10-29T00-49-57_UTC - GSOBJ_1012 : Invalid/Inactive value provided for picklist. [Field Name: Installed_Sys

3 months ago

MelissaCChampion

asked in Rules & Permissions

Rules Trigger - Account Health Dashboard

We added Market Events to our Account Health Dashboard, but we only want those accounts to stay on the dashboard for 6 months. How would I create a rule to trigger that?

3 months ago

BabaOlukShoshin

asked in Rules & Permissions

Create a CTA for Unsuccessful activity in last 90 days

Hello Gainsight community I am attempting to create a Risk CTA for No Successful Activity in 90 days. I would like some help to see what I might be missing. If you can please provide steps on how to complete the CTA within Rules Engine.As of right now I am pulling from the Account Object .Show: Account Name, Owner Name, and Account ID.Filters: Account Status = ActiveLast Successful Activity Date >= Subtract N Days From Rule Date 90

4 months ago

simonechenShoshin

asked in Rules & Permissions

Can we trigger a CTA when a field passes a specific threshold value?

For instance we’re looking to trigger a CTA when a usage field value crosses over the 80% threshold.Currently in our Rule, it’ll fire if the usage is over 80% (it doesn’t distinguish between something that just crossed 80% for the first time or was already over 80%) which isn’t the expected behaviour and we’re getting a lot of noise.

4 months ago

AokoliRegistered User

asked in Rules & Permissions

Rule failure

Does anyone know why I am receiving this Gainsight rule failure message for Salesforce 'Salesforce Error ::FIELD_CUSTOM_VALIDATION_EXCEPTION:Won Opportunities are locked. To unlock, reach out to your manager.:StageName ----' .

4 months ago

spencer_engelGolden Ruler

posted in Rules & Permissions

How to create a URL in the Rules Engine

Today’s tutorial covers how to create URLs in the Rules Engine. A good use case for this, as I describe in the video, is if you need to tokenize links to multiple Salesforce records in the CTA comments or scorecard comments. In my example, I tokenize links to two Opportunity Products and then include those in the CTA comments. The guide for how to put these URLs together can be found via this link: https://www.w3schools.com/tags/att_a_href.asp. The instructions are to use the concatenate formula field in a transformation task, then put in the following code: <a href=” hit enter Input your URL - in my case it was https://na85.salesforce.com/ hit enter Then tokenize whatever it is you want to link to; in my case the opportunity product ID hit enter “> hit enter Type in the text you want the link to display; in my case “Link to Product” hit enter </a> hit enter and save Let me know if you have any questions!

4 months ago

ajprinceShoshin

asked in Rules & Permissions

Best Way to Identify Which Rule Updated a CTA

Hello,We have a large number of rules in place and have had an issue with DCRM opportunity field dates being updated by the system that we need to troubleshoot. What would be the best way to track the audit trail back to identify which rule is making these changes so that we can try to resolve?I’ve read that some admins have had success creating reports to identify changes made by the system--can anyone share more info about how they did this? Thanks!

4 months ago

jackgvzcRegistered User

asked in Rules & Permissions

CTA and Case closure/completion

I am new to Gainsight but have been asked by a user.. is there anyway when a CTA is closed, that the affected/linked case in Salesforce can also be closed at the same time? the user said this would help them save time between screens/systems versus having to manually close the case in salesforce when a CTA is closed for that account as well. Thank you.

4 months ago

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