Skip to main content
diana_luo
diana_luo
Contributor ⭐️⭐️⭐️⭐️
September 4, 2018
Solved

Owner Field not populating in CTA creation

  • September 4, 2018
  • 7 replies
  • 207 views
Hello, I am trying to create a rule by merging the GS Relationship and Timeline. I've pulled in the CSM ID, CSM Name, and Author ID fields, but nothing is appearing under the Owner Field section in the Merge. They're visible under the Criteria section though. Could someone clarify expected behavior? Thanks!
    Best answer by pele
    I think this is happening because your merge has the CSM's GSID as opposed to the CSM's SFDC User ID (happens to me all the time). To have CSM be available in the Owner Field (for either Account or Relationship), you'll need the Salesforce User ID. It's pretty easy to tell which is being pulled into the rule– preview the dataset where you're pulling in CSM ID and ensure that it's an 18 digit ID (the GSID, the one you don't want, will be much longer, 36 digits I think.) 

    7 replies

    brent_clark
    brent_clark
    Contributor ⭐️⭐️
    September 7, 2018
    Are you adding the CSM ID to the Dataset that is fetching the Relationship data?  I did this and added all three CSM IDs that were available (GS Relationship, Account and Customer Info).  These were all available to select in the Owner Field.
      lila_meyer
      lila_meyer
      Gainsight Employee ⭐️⭐️⭐️
      September 14, 2018
      Hi Diana, Please let us know if you're good here, or need any additional help! Thanks 🙂
      Lila Krutel, Dir. Global Education Services
      pele
      peleAnswer
      Helper ⭐️⭐️⭐️
      September 14, 2018
      I think this is happening because your merge has the CSM's GSID as opposed to the CSM's SFDC User ID (happens to me all the time). To have CSM be available in the Owner Field (for either Account or Relationship), you'll need the Salesforce User ID. It's pretty easy to tell which is being pulled into the rule– preview the dataset where you're pulling in CSM ID and ensure that it's an 18 digit ID (the GSID, the one you don't want, will be much longer, 36 digits I think.) 
        diana_luo
        diana_luoAuthor
        Contributor ⭐️⭐️⭐️⭐️
        September 21, 2018
        Hi all, this appears not to have worked, so I'll submit a support ticket. Thanks!
        diana_luo
        diana_luoAuthor
        Contributor ⭐️⭐️⭐️⭐️
        September 24, 2018
        This one's all set, thanks everyone!
          gracelc
          gracelc
          Contributor ⭐️⭐️⭐️
          May 1, 2024

          Hi everyone, I’m struggling with this - I have brought the SFDC user ID in now but it still doesn’t appear in the owner picklist - any ideas what else could be causing this or anything I need to do to make it appear?

           

          V
          Gainsight Employee ⭐️
          vbhardwaj
          Gainsight Community Moderator
          May 8, 2024

          Hi @gracelc, if the solution provided in the comments doesn’t work, another point you may want to check is the join type in the merge task. 

          Vibhor
          Terms & ConditionsAccessibility statement