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diana_luo
diana_luo
Contributor ⭐️⭐️⭐️⭐️
Dec 12, 2017 9:19 PM UTC
Solved

Playbooks not available error message / CTAs dropdown blank

Hi, has anyone else experienced a "Playbooks not available" error message, and/or a blank dropdown in the Reason field when adding a CTA? 

I've seen this behavior for multiple users across our org, many times, during a training and in their day-to-day. I'd love to learn if other orgs have experienced this too and how best to solve. I've asked our users to refresh, close out of and restart Gainsight, which only works sometimes. It has been disruptive to workflow as our users are updating multiple CTAs from their Cockpit. 

Thanks!
    mary_taylor_nf
    mary_taylor_nfAnswer
    Helper ⭐️
    Feb 15, 2018 11:09 PM UTC
    So I found out that for Success Plans the type of Playbook must be Objective in order for it to show up when I try to map an Objective to a Playbook.  So mystery solved, this is now working for me!
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    18 replies

    sai_ram
    sai_ram
    Expert ⭐️⭐️
    Dec 13, 2017 2:53 PM UTC
    Hi Diana, By default we don't ship any playbooks for 'Objective and Activity' types, so when you select these types you get this message "Playbooks not available".

    If at all you get the same issue while selecting the other types, could you please post here with a screenshot for better understanding
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    diana_luo
    diana_luoAuthor
    Contributor ⭐️⭐️⭐️⭐️
    Dec 13, 2017 6:21 PM UTC

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    diana_luo
    diana_luoAuthor
    Contributor ⭐️⭐️⭐️⭐️
    Dec 13, 2017 6:22 PM UTC
    Hi Sai, I have uploaded a screenshot with the error message. Our playbooks are configured at the relationship level. They should be available to all users from the dropdown, regardless of the reason selected. 
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    diana_luo
    diana_luoAuthor
    Contributor ⭐️⭐️⭐️⭐️
    Dec 13, 2017 6:24 PM UTC
    In addition, we routinely see a blank dropdown when adding the CTA reason. Refreshing works sometimes, but not always. Any thoughts as to why? 
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    aditya_marla
    aditya_marla
    Helper ⭐️⭐️⭐️
    Dec 14, 2017 11:06 AM UTC
    Hi Diana,

    Are the CTA's also at the relationship level? (Playbooks configured for a particular relationship type are not available at the account level and vice versa )
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    Gainsight Employee ⭐️
    hitesh_sharma
    Gainsight Employee ⭐️
    Dec 15, 2017 3:22 PM UTC
    Hi Diana,

    We are talking here regarding 2 issues here,

    1) CTA reason drop-down is seen as blank - which is very intermittently (Question: How frequently are you seeing the issue, is it only with Reason drop-down or with Type, Status, Priority as well? )

    2) Playbook's are not seen - Is it also intermittent issues, if not can you answers Aditya's question

    Regards,
    Hitesh
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    diana_luo
    diana_luoAuthor
    Contributor ⭐️⭐️⭐️⭐️
    Dec 15, 2017 5:22 PM UTC
    Yes, the CTAs are also at the relationship level. Our users do not log CTAs at the account level.
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      diana_luo
      diana_luoAuthor
      Contributor ⭐️⭐️⭐️⭐️
      Dec 15, 2017 5:24 PM UTC
      Hi Hitesh, 

      1) This happens routinely with the Type and Status as well. 

      2) Playbooks and CTAs are configured at the relationship level. We do not have playbooks configured at the account level. 

      Best,
      Diana
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      Gainsight Employee ⭐️
      hitesh_sharma
      Gainsight Employee ⭐️
      Dec 16, 2017 8:04 PM UTC
      Hi Diana,

      1) This looks like some intermittent issue to me, request you to raise a support ticket for the same.

      2) So Playbooks will only be seen when your trying to Create Relationship level CTA, as we dont show relationship playbooks when create Account CTA. Let me know if thats not the case.

      Regards,
      Hitesh
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      diana_luo
      diana_luoAuthor
      Contributor ⭐️⭐️⭐️⭐️
      Dec 18, 2017 4:35 PM UTC
      Thanks, I filed a support ticket last week.
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