Rules & Permissions

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

  • 610 Posts
  • 2,267 Replies
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Rank
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...
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meenal_shukla
Rank
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...
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  • 1
spencer_engel
Rank
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...
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610 Posts

S
sean_wRegistered User
asked in Rules & Permissions

Sharing Rules Bypassed With Segments

Sharing rules seem to be bypassed while using segments (Specifically for company person)- has anyone else run into this?

3
Neha Gupta
1 year ago
Y
yash_AgarwalRegistered User
asked in Rules & Permissions

Can we download all bionic rules (active/inactive) in CSV format in gainsight?

Hello, I was wondering if we are able to download a list of all the active and inactive rules we have in the rules engine with their description and also the rule details. Thank you,Yash Agarwal

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darkknight
Grand Slammer
1 year ago
M
Champion
MelissaCChampion
asked in Rules & Permissions

CTA's - Health Score Trigger

I need to do the following:Create a Health Score Trigger When: The health score has not been manually refreshed by the 18th day of the month - open a CTA Business Review Trigger: For Premier and Growth Segment Accounts, if no Business Review by Day 60 of the Quarter, open a CTA. For Emerging Accounts, if not Business Review by Day 150 of the year or 60 days into Q2, same logic for second half of the year)My questions are:What will my filters be for each? How can I test to see if I am pulling data from the correct field?How do I know what the company identifier is when setting up the action?Thank you so much!!

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M
Champion
1 year ago
spencer_engel
Golden Ruler
spencer_engelGolden Ruler
published in Rules & Permissions

Tutorial: How to restrict CSMs to only see the accounts they're assigned to

A recent common use case we’re seeing is customers who need to be able to restrict permissions for certain users. An example would be only allowing a CSM to view the accounts he or she is assigned to. This is especially relevant for customers who operate in the public sector or any industry with strict security regulations.There are a few different parts of the product that need to be set up to accomplish this use case in Gainsight. I hope this document can serve as a comprehensive guide, but here is some relevant documentation to reference as well: Gainsight Data Permissions For SFDC or Hybrid customers, Tutorial: Salesforce Sharing Settings are honored in Gainsight  User Management (for how to add/edit users)Step 1: Identify your user group  Determine which of your users need to have this permission restriction applied. If it’s all CSMs (like in my video tutorial below in Step 2), then this step will be fairly easy.  However, if your use case is more nuanced (perhaps only a certain

5044
alizee
Golden Ruler
1 year ago
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Shoshin
SyedShoshin
asked in Rules & Permissions

How to remove duplicate values from Union in Data Designer or from Rule?any suggestion?

Combined 2 tables in Data Designer via Union but gives me duplicate rows.How should i remove them?

4
W
Veteran Rookie
1 year ago
mtowlehilt
mtowlehiltRegistered User
asked in Rules & Permissions

Failure when uploading success plan to service segment

I have successfully uploaded Success Plans using the Rules Engine to three of our service segments, but try as I might I continue to receive an error when attempting to upload the Success Plan to the fourth. This is the error I receive “UTC - System.LimitException: Apex CPU time limit exceeded”.  I opened a Support ticket on this issue on Saturday, I received notification on Monday that it has been escalated to L2 and am still waiting on a response.  Can anyone provide guidance on how to resolve this issue on my own? What is the normal TAT for support tickets? (IE is this 5 day wait time and counting normal?) Note: We use CS | SFDC.  Thanks for any assistance you can provide!

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mtowlehilt
1 year ago
T
Gainsight Employee: Shoshin
tgaddeGainsight Employee: Shoshin
asked in Rules & Permissions

Email Notifications for the Events framework

Hi Team, Do we allow the email notifications for the Events framework in rule chain for success and failure? Because one of the customer reported that he is not getting any notifications for Events framework. So Is it an expected behavior?

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T
Gainsight Employee: Shoshin
1 year ago
david_r
david_rRegistered User
asked in Rules & Permissions

Where is the REST API or other API documentation?

I am trying to understand how to develop on the Gainsight platform, but I cannot seem to find any documentation or developer site/community. For example, I just wanted to see how to create a CTA or Timeline entry using code, but have found nothing.  Thanks.

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Sania Ahmed
Veteran Rookie
1 year ago
andreammelde
ACE
andreammeldeACE
asked in Rules & Permissions

How does the GS Viewer license work in NXT?

I see documentation for the SF edition that you assign the GS viewer license, but for NXT do we need to assign the NXT and the viewer license to give view only permissions directly from SF?

3
spencer_engel
Golden Ruler
1 year ago
abeck0625
Veteran Rookie
abeck0625Veteran Rookie
asked in Rules & Permissions

Survey Link in CTAs

Hi Community,We recently updated our NPS Survey. Previously we only had the score and an optional comment, now we use survey logic to display questions depending on the NPS the customer selected.As a result, my previous CTAs for NPS are showing NA for comments (New Promoter Score: ${NPS Score} from ${Participant Id Full Name}, comments (if any) - ${Comment}).The new NPS survey also includes checkboxes and comment fields, so it would make sense to either:Display all the responses in the CTA or Display the survey link in the CTAI found this in the community: Unfortunately, this doesn’t work for us - we use NXT, and hence, create the CTAs in the Rules Engine.Do you have any ideas for a workaround? Thank you!​​​​​​​

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andreammelde
ACE
1 year ago
G
Gainsight Employee: Veteran Rookie
gschardanGainsight Employee: Veteran Rookie
asked in Rules & Permissions

URL Creation with Concat String Formula

A customer is facing an issue when creating an URL Concat string formula in a rule that they are able to right click and open in a new tab, but cannot left click to open the link.Is this a limitation or is there a workaround available?They have tried a few different suggestions from Community post but they are all a year or two old and have not worked. 

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bradley
Grand Slammer
1 year ago
B
Shoshin
BobshabShoshin
asked in Rules & Permissions

CTA View Logic not saving parenthesis

I am trying to use the logic below but every time I save the view the software removes the parenthesis around G and H which changes the outcome of the logic.  See below.  Anyone know how to get around this?  Example: A AND B AND (C OR D) AND (E OR F) AND (G AND H) AND IG = Status of ClosedH = Close Date of this QuarterI want to see either open records or closed records that closed this quarter which is the logic above. 

2
anirbandutta
Gainsight Employee: Grand Slammer
1 year ago
S
Gainsight Employee: Rookie
shivaniGainsight Employee: Rookie
published in Rules & Permissions

Date filters usage in Rules Engine

Hi, Gainsight Admin community!During rules configuration, the common question most of the customers ask is about choosing right date filter they can include in order to restrict the data to a certain time period.Here are a few common use cases: Renewal date in the coming two months  Subscription start date in the last 3 months The activity date is within the last 7 days of the subscription date. From opportunity close date is 180 days for today then Create CTA Now the question is what we have to select from the criteria drop-down i.e subtract N days/ Add N days etc.Background to understand what exactly happens in the backend:  Usecase What to use Description Example (mm-dd-yyyy) Renewal date in coming two months Solution1:  Renewal date <= (Add N days to rule date + 60 ) AND  Renewal > Ruledate   Solution 2: Renewal date <= (Add N months to rule date + 2 ) AND  Renewal > Ruledate   Rule date = Today’s date

10062
sudheer_sharma_goda
Gainsight Employee: Rookie
1 year ago
A
AliceSPMRegistered User
asked in Rules & Permissions

How to aggregate data based on contract start date

Hi everyone, I’m new here and starting playing with GS! We have created a new object and have imported usage data from our product. We would like to filter / aggregate data since the beginning of the current contract. How can I do that with the rule engine? Thank you!Alice

3
sudheer_sharma_goda
Gainsight Employee: Rookie
1 year ago
J
Shoshin
JessicaV
posted in Rules & Permissions

Super Admin Grant Access to Support on Behalf of CSM

From reading previous posts on best practices for CSMs escalating issues to the admin first, I am wondering if there is an opportunity for the Super Admin to grant support access on the CSMs behalf? The reason why I am asking is because our CSMs are focused on clients and sometimes don’t have time to spend 30 seconds to grant access when the Admin is talking to Gainsight Support. Maybe there could be a field that the Super Admins can type the reason why we’re granting access on behalf of a CSM? This way, it doesn’t delay the troubleshooting process.   

0
J
Shoshin
1 year ago
G
GenbiwRegistered User
asked in Rules & Permissions

How can we check Average value of Numbers in Rules Engine

Hello, I’ve check documentation for Mediation and found that we can check Mediation number and Average number, but gif pictures and my Rules engine have different tools and I can’t understand why. Here is the link of Docs: https://support.gainsight.com/Gainsight_NXT/03Rules_Engine/02Admin_Guides/Application_of_Statistical_Functions_in_Rules_Engine Example: I have variable a=[1,3,2,5,4,1,1,2]Target: Need extract Average value and populate another object b=NumberIt would be perfect if I can extract Mediation and Average values into b and c objects. Thank you!

1
seth
Gainsight Employee: ACE
1 year ago
S
Gainsight Employee: Rookie
shivaniGainsight Employee: Rookie
asked in Rules & Permissions

Load to Scorecard History Action

Usecase: Loading existing measure history to a new scorecard via a scorecard History action in rules.Blocker : Measure history is not updating with the new scorecard and still the records are holding values with the old scorecardThe current expected behavior of the "Load to Scorecard history" action is that while reinserting back to history it considers the combination of Date+Company GSID for a measure.Hence if there already exists a record in that combination of date+company GSID an update/new record won't get inserted.If there already exists a record for the old scorecard and the measure. Hence the record won't get updated with the new/mentioned scorecard in the rule.The process to proceed with:1. Create a backup in CSV for Old Scorecard history data for the required measures+Dates2. A tech ops ticket/Support to delete the old scorecard history for those specific dates + measures.3. Re-run the "load to scorecard history" actionAs this time the system couldn't find the records for th

5
saltamash
Veteran Rookie
1 year ago
ben_daniels
Shoshin
ben_danielsShoshin
asked in Rules & Permissions

Creating CTAs from a CSV

Hello Gainsight Community, I am trying to create 198 CTAs using a CSV. The CSV was exported via Gainsight reporting and has all of the usual fields (account ID, owner, account name, etc). I can’t recreate the same parameters I used to do the report because there are about 80 records that I had to get from another source (but they all have the same data/columns). The CSV is loaded into S3 and I’m able to pull the file into the rules engine, however, I am not able to trigger CTAs off of just that file. I tried adding another dataset pulling in account info from salesforce and merging the two together, however I’m getting zero results. Our CSM is on vacation, Gainsight support will not help me, and I have to get this configured by Friday morning...so in a bit of panic. Any help or insight is appreciated.

6
suryanarayana
Team Captain
1 year ago
ben
Shoshin
benShoshin
asked in Rules & Permissions

How do you load info to User object in MDA?

I have created two new fields in MDA on the User Object. They are "Last Survey Date" and "Next Survey Date". The intent was to pull from the Survey Participant table to snag the most recent date the customer was sent a survey from us. I was then going to load that date to the "Last Survey Date" field. Finally, I would add X days to that date and post the new date to "Next Survey Date". The end result is knowing that a customer is not receiving a survey from us more frequently than X days apart. However, I am not seeing the option for the Users object when attempting to Load to MDA via a Bionic Rule. That object is just not listed when I attempt to add it and select the necessary fields. I read through [url=https://support.gainsight.com/Product_Documentation/Data_Management_and_Integrations/Gainsight_Standard_Objects/Gainsight_User_Object]https://support.gainsight.com/Product_Documentation/Data_Management_and_Integrations/Gainsight_Standard_Objects/Gainsight_User_Object[/url], bu

4
L
1 year ago
suryanarayana
Team Captain
suryanarayanaTeam Captain
asked in Rules & Permissions

Do we have way to provide access only to scorecard Visualizations alone? But not to scorecard configuration

Do we have way to provide access only to scorecard Visualizations alone? But not to scorecard configuration. This is really important because few users only want to access scorecard mass edit/Habbit reports.

1
rakesh
Gainsight Employee: ACE
1 year ago
G
Gainsight Employee: Veteran Rookie
gschardanGainsight Employee: Veteran Rookie
asked in Rules & Permissions

What is the email validation criteria that is used?

Posting for a customer:When creating a rule there have been failures based on “Invalid email” and some of them we are able to notice. We are wanting to know the validation criteria so the changes can be made in the CRM but do not want to have to do this twice and have the rules fail again. Having this criteria will be very helpful in configuring the rule and avoiding failures. If this information is already available please provide a link.

3
anirbandutta
Gainsight Employee: Grand Slammer
1 year ago
K
kshirsagar3Registered User
asked in Rules & Permissions

How Convert String to Date field in Rule Engine

How Convert String to Date field in Rule Engine when mapping fields to load into GS Object under rules action.

3
romihache
Team Captain
1 year ago
J
Shoshin
Jack_DarleyShoshin
asked in Rules & Permissions

Conditional Rule Chain

One problem I face is that the S3 files often come in at delayed time. This means the V2 rules often fail as there is no file. I would like to be able to make a rule chain that is scheduled to run only if a different rule chain fails. Is there a way to schedule a rule chain to run only if there were no files at a certain time or only run if a set of rules failed? 

0
J
Shoshin
1 year ago
mary_taylor
Team Captain
mary_taylorTeam Captain
asked in Rules & Permissions

Convert a string to a numeric in the rules engine

Is it possible to convert a string to a numeric in a rules engine setup step? My scenario:I have a string that is prefixed by numerics (e.g. ‘20.This is the string’).  I can strip the numeric part off by using the left function, but then I want to use that value in a case statement using ranges of numbers, e.g. If A > 1 and A < 10….    Since the value is a string, it sorts like 1, 100, 2, 210 etc, and my range selections don’t work.If I could cast the string to a numeric then I would be able to use numeric ranges.  Any thoughts on how to do this?

1
rakesh
Gainsight Employee: ACE
1 year ago
E
ebh12191Registered User
asked in Rules & Permissions

Tips and tricks for inheriting Gainsight Admin

Hello, Gainsight Community!  I have recently inherited an Admin role within Gainsight from a previous Admin. This is my first experience with Gainsight, and it’s proving to be difficult to interpret things that were done by the previous Admin and why those things were done. Specifically with the Rules Engine.  I am curious if anyone has any tips or tricks on resources or things they did when inheriting a Gainsight instance from another Admin. I am trying to figure out an easy or go to way to interpret rules, what the rule does and where the rule applies. My hope is to complete an audit of the rules that we have currently set up to clean it up a little bit and create a guide for what the rules do, in case I would ever move to another role and pass my Gainsight Admin role to another.  Any help or tips would be amazing. 

1
heather_hansen
Grand Slammer
1 year ago

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