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We are looking to build a timeline entry that triggers a CTA. The idea is, CSM 1 is transferring an account to CSM2. What we’d like to do is have CSM 1 create a timeline entry and put CSM 2 on the timeline entry somewhere. Then we have a rule to go grab that timeline entry and trigger a CTA with CSM 2 as the owner. We can do this if we add a text field, then CSM 1 adds CSM 2’s name exactly correct, then in the rule we join activity timeline to user for the ID which we can then assign as the owner. But text fields are not real reliable. We can also use internal attendees, having CSM 1 put CSM 2 in the internal attendee field, which is a look up, thus eliminates the chance of a misspelling, but it is still a text feed join, and it can get messed up if CSM 1 outs in say their name as well as CSM 2’s name. Thoughts on how we can get a user lookup field attached to a timeline entry?

I would recommend re-thinking the process. First of all, the “Internal Attendees” box auto-populates the author, so the first and most likely point of failure is your CSMs forgetting to remove themselves, which they would have to do every single time.

 

If this is going to be a manual process anyway, why not just have CSM 1 create a “transition” CTA in the first place and then either assign the entire CTA to the CSM 2 or at least a task? Then if CSM 1 still wants/needs to create a Timeline entry, they can associate it with the CTA they just created and perhaps tag CSM 2 just to make extra sure they see it. 

@trevor_shand  +1 with Spencer Engel on rethinking the process. 

Since CSM 1 seems to know who CSM 2 is, why not leverage automatic milestones (which will pick up there’s been a change in CSM and write a timeline entry automatically) as a source in a rule to generate a CTA for the new CSM to do whatever you need them to be? 

Or a real-time-rule using an external action to create the CTA whenever the real time rule detects a change in the CSM assignment? 

 

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