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hi,

i am getting repeated requests from our CSMs about the ability to see the activity status on the main timeline layout without needing to expend each individual activity. 

here is a note from one of our CSMs:

When viewing Timeline in Gainsight relationship, we cannot tell at-glance which entries are Open, which is an important part of tracking things like Escalations.

Since we have triggers built off the Escalation (and other) Timeline entries, it should be easy to see when they are Open or Closed from looking at the list. Instead, to discover this, CSM must expand each Timeline entry to review status.

 

in our case, we have a timeline entry type escalation for example, we then count these as part of the health scoring and our weekly reporting, BUT we do not want to open this type of activity each type we want to update status, we use the same escalation activity log to update the status , so it is counted as one escalation and not several. 

the issue is that CSMs cannot view easily the status of the activity. this is not a good use case for a CTA. as we need customized fields and being able to pull them automatically to our reporting 

 

could you please review and see if this is possible to consider as an enhancement? 

thanks!

Rozi 

 

 

@rozi_shuster sorry for the inconvenience! Thanks for taking time and sharing the detail explanation here.

It's a nice to have feature. I will sync with the product team and get you the inputs on this.

@rozi_shuster Would adding a Timeline custom view for a particular type of status help? e.g. a custom view to show all activities where status = open

@rozi_shuster did you get a chance view comments posted by our team. 

@rozi_shuster Would adding a Timeline custom view for a particular type of status help? e.g. a custom view to show all activities where status = open

do you mean like a timeline filter for the activities for status?

i think any way of filtering/flagging clearly in timeline main layout on the activity status would help.

as the CSM need to find these to update them is some cases. like escalations for example. 

@rozi_shuster Would adding a Timeline custom view for a particular type of status help? e.g. a custom view to show all activities where status = open

do you mean like a timeline filter for the activities for status?

i think any way of filtering/flagging clearly in timeline main layout on the activity status would help.

as the CSM need to find these to update them is some cases. like escalations for example. 

Yes, I meant creating a view for a particular status so that CSMs can directly go to those activities and take the required action.

@nitisha_rathi , it can be either a filter on timeline to filter by activity status update Open/closed/in progress

or it can be a flag on the main layout next to each activity. although I think the first option of filter by status of the activity would be easier to manger by the end users.  

Acknowledged

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