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Rules firing upon a specific condition


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Hello,

I thought I heard that rules will be able to fire upon certain conditions, instead of being fired on a specific schedule. For example: firing a rule when a sf.com case is closed. Did I hear right? is this on the roadmap? If so, do you have any details?

Thanks!

Lyne

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Best answer by dstokowski 14 January 2019, 18:14

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The option available today in Rules is to have an even trigger a rule to run using the Rule ID.

The other option to use Event actions for triggering is in JO - so you can do something like trigger a CSAT survey when a case is closed.

On the roadmap is the ability to have an event trigger a specific action with the details of the Event helping the action.

What is your use case? We might be able to provide additional guidance on whether you should use JO vs Rules to meet it.

Here are some docs that could be helpful:

https://support.gainsight.com/Administration_and_Permissions/General_Administration/Events_Framework_Overview

https://support.gainsight.com/Rules_Engine/Admin_Guides/Scheduling_Rules#Events

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Thanks Denise. Our use case is to send a Welcome email to new customers once the sf.com case that executes the provisioning of the workspace, users, etc is closed.

The important thing is that the email MUST to be sent immediately after the case is closed. It cannot wait until a scheduled time.

Thanks!

Lyne

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Hey Lyne -

This is the exact use case of the events framework. You can have your SFDC team set up an SFDC trigger to fire the event to Gainsight upon case closure. Gainsight would then immediately fire off the email (or run a rule). Check out the link Denise sent and let me know if you have questions? Thanks!

Tim

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Thanks! I'll look it up.

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To add to Tim's comment, I would suggest you use Journey Orchestrator for this use case - you could do this today in Gainsight.

The article re: Events Framework should help you - let us know if you need more guidance!

https://support.gainsight.com/Journey_Orchestrator_and_Email/Programs/Adding_Participants_to_a_Program?mt-learningpath=how_to_configure_advanced_outreaches#Event

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Is it possible to have the 'event' being a file dropped into the Gainsight Managed S3 bucket?

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Hi Samantha,

We just released functionality last month that lets a rule trigger automatically when a new file is dropped into the S3 bucket (that meets the indicated filter criteria). You can read about this functionality here: https://support.gainsight.com/Rules_Engine/Admin_Guides/Scheduling_Rules#S3_File

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I've been trying to work through this based on the help documentation. Question: Do I absolutely need a CURL command? or cna I get my sf.com admin to create an event and passed it to sf.com?

thanks!

Lyne

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Hi Lyne,

You don't need to use the CURL command (this is useful for testing though), as the API call can be embedded into the code in a third party system or generated via a workflow (depending on the capability of the tool).

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Thanks Dan! Since I'm talking about firing arule after a case is closed or an opportunity is closed (in sf.com), must I go through the API and write code to make this happen? Isn't there an easier way, since GS is built on sf.com?

Thanks!

Lyne

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If you wanted to do this within SFDC, you'd probably want to have your SFDC admin create an Apex Trigger with the requisite event details embedded in the trigger.

Check out this page (at the bottom) for an example SFDC Case trigger: https://support.gainsight.com/Administration_and_Permissions/General_Administration/Events_Framework_Overview

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