Rules & Permissions
Share your questions and best practices on Rules and Permissions for Gainsight CS here.
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We have a CTA created when a case has been open for more than 60 days. What I'm finding is that after the CTA is closed and handled a new CTA is created since the salesforce record still meets the criteria. Is there a way to have a rule only fire once for a specific record?
I want to run a rule on a custom object that is 2 "levels" below the account. Account - Contact - Survey Response - Survey Question. Suvey Question is the object. I added a field to the Survey Question object to pull in the Account ID but when I add it to the SHOW section of the rule set up it doesn't register as an appropriate Account Id. Is it possible to use a custom object that is not directly related to an account in rules? I can write it up to the account but would rather just pull the account ID down instead of creating a Process in Process Builder to write the value upward.
I'm setting a scorecard value but some results are failing while others are updating successfully. This is the error: Attempt to de-reference a null object. The Failed Records log I receive after it runs is blanks so I'm having a hard time troublshooting what about specific records
Attention, Gainsight Admins! Marie Sahrmann from Gainsight is leading a session next week on Advanced Rules Engine Usage. If you're responsible for building rules in Gainsight, you don't want to miss it! [url=https://attendee.gotowebinar.com/register/9112260157156110594]Register here[/url] Topics covered: learn how to configure rules to trigger CTAs based on a drop in usage, how to set a scorecard measure, and how to trigger emails. We'll also cover use cases for advanced filters, action-level criteria, and calculated fields.
We're offering a new Admin training webinar on Advanced Rules Engine Usage hosted by Marie Sahrmann on July 16 from 8:30am - 10:00am PDT. [url=https://support.gainsight.com/hc/en-us/articles/205089548-Gainsight-Administrator-Webinar-Training-Sessions]Register here[/url]!
I'd like to be able to write a NULL value to a Customer info field. Here's the situation: I created a few lookup fields in Customer Info that get populated by a rule to mirror the assigned service team members in the Account Teams object. I had to flatten into Customer Info to be able to use these fields in Gainsight - for assigning a CTA, for example. In case a user gets removed from the account team, I'll need to blank out the field in Customer Info, but I can't figure out how to set a Null value with a rule. The "Set Action" page doesn't let me assign a blank value, and doesn't seem to work when I enter "NULL". Does anyone know any tricks to this? My plan is to have two rules - one to wipe out all the values of these fields, and then a second rule to populate them, which would be scheduled to run in that order. Thanks!
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