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andreammelde
andreammelde
Helper ⭐️⭐️
February 12, 2020
Solved

Is it possible to create a rule to reassign CTAs?

  • February 12, 2020
  • 9 replies
  • 372 views

As the admin, I am defaulted assigned for majority CTAs. I want to create a rule so that if the account ends up with a CSM after the CTA is created, the CTA is reassigned from me to the CSM. Is this possible?

    Best answer by aditya_marla

    Hi @andreammelde ,

    As of today its not possible to reassign a CTA via rules but we have that on our roadmap. (not just for owner but give more capabilities to update a CTA post creation). Unfortunately for you the best way available in the Mass Edit to assign CTA’s to an account CSM

    Quick question: Is the CSM of the account not known at the time of the CTA creation? If its known you could assign the CTA directly to the CSM (vs assigning it to you and then to the CSM)

    9 replies

    suryanarayana
    suryanarayana
    Helper ⭐️
    February 13, 2020

    Hi Andrea,
    I have checked in Gainsight NXT and my answer is:
    we dont have modify CTA option in rules and also we cant update system object(Call to Action) through Rules.We need to set it manually.
    Please correct me  if am wrong.
     

    Inguva Suryanarayana
    andreammelde
    andreammeldeAuthor
    Helper ⭐️⭐️
    February 13, 2020

    This would be a great option to do via a rule, especially if an account changes CSMs to update the CTAs associated with that account to the new CSM

    Andrea Carroll
    lila_meyer
    lila_meyer
    Gainsight Employee ⭐️⭐️⭐️
    February 13, 2020

    Hi Andrea, you could use the Mass Edit CTA option to reassign the CTAs.

    Lila Krutel, Dir. Global Education Services
      andreammelde
      andreammeldeAuthor
      Helper ⭐️⭐️
      February 14, 2020

      @lila_meyer  I want to automate this so I don’t have to keep going back and manually doing this. If it is available via Mass Edit, why am I not able to automate? It is not a field that is locked down like CTA type.

      Andrea Carroll
      aditya_marla
      aditya_marlaAnswer
      Helper ⭐️⭐️⭐️
      February 24, 2020

      Hi @andreammelde ,

      As of today its not possible to reassign a CTA via rules but we have that on our roadmap. (not just for owner but give more capabilities to update a CTA post creation). Unfortunately for you the best way available in the Mass Edit to assign CTA’s to an account CSM

      Quick question: Is the CSM of the account not known at the time of the CTA creation? If its known you could assign the CTA directly to the CSM (vs assigning it to you and then to the CSM)

        cmultanen
        cmultanen
        Helper ⭐️
        October 8, 2020

        @aditya_marla is this still on the roadmap? It would be very helpful to have this because we frequently have to deal with reassigning accounts, new hires, transfers, etc. It would be great if we could just set a rule to automatically grab this instead of manually spend time each month/quarter cleaning this up. 

          dan_ahrens
          dan_ahrens
          Expert ⭐️⭐️⭐️
          October 9, 2020

          @cmultanen - can you share a bit more detail on the reassignment process you follow today and how that would work in your ideal state?

          VP of Customer Success at Forcepoint
          J
          JoelE
          Contributor ⭐️⭐️⭐️
          March 9, 2023

          Based on @mpatra‘s update on a related thread, I believe this has been addressed via the “Update CTA” action within Horizon Rules?

           

          T
          Todd Dowell
          Contributor ⭐️⭐️⭐️
          June 8, 2023

          @aditya_marla Within the Mass Edit I’d love the option to reassign to the current owner of the account instead of having to do multiple reassignments if the outgoing CSMs book of business is being broken up amongst a few CSMs. 

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