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cameron_wright
cameron_wright
Gainsight Employee ⭐️⭐️
Mar 6, 2019 8:57 PM UTC

CTA default user options

I have a customer that has an inactive CSM that they have not found a new CSM for all of their old accounts. In a rule they have it cannot assign to the "owner" because he is now inactive. They would like the ability for the default owner to be assigned in the result of a failure like this rather than fail all together.

      2 replies

      ralucagorbanescu
      Contributor ⭐️⭐️⭐️
      Mar 6, 2019 9:03 PM UTC
      Thank you so much for adding in this enhancement request! Would be extremely helpful to add in, especially since the entire rule fails to trigger due to the inactive user. I am thankful for the offered workaround for now, however the better option would be to have the CTA assigned to the default user in cases where we stumble into an inactive user.

      Best,

      Raluca

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      darkknight
      darkknight
      Expert ⭐️
      Mar 6, 2019 9:14 PM UTC
      This is a good one. I run into this occasionally, but it's usually when a CSM has been assigned to the account BEFORE the Gainsight permissions have been added. Hasn't happened often enough for me to raise as an idea, but it can be a pain point especially if an organization doesn't have strict processes around the assignment and inactivation of users.

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      Jeff Kirkpatrick
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