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lyne_therien
lyne_therien
Helper ⭐️
Jan 14, 2019 4:59 PM UTC
Solved

Rules firing upon a specific condition

Hello,

I thought I heard that rules will be able to fire upon certain conditions, instead of being fired on a specific schedule. For example: firing a rule when a sf.com case is closed. Did I hear right? is this on the roadmap? If so, do you have any details?

Thanks!

Lyne

    dstokowski
    dstokowskiAnswer
    Gainsight Employee ⭐️⭐️
    Jan 14, 2019 5:14 PM UTC
    The option available today in Rules is to have an even trigger a rule to run using the Rule ID.

    The other option to use Event actions for triggering is in JO - so you can do something like trigger a CSAT survey when a case is closed.

    On the roadmap is the ability to have an event trigger a specific action with the details of the Event helping the action.

    What is your use case? We might be able to provide additional guidance on whether you should use JO vs Rules to meet it.

    Here are some docs that could be helpful:

    https://support.gainsight.com/Administration_and_Permissions/General_Administration/Events_Framework_Overview

    https://support.gainsight.com/Rules_Engine/Admin_Guides/Scheduling_Rules#Events

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    11 replies

    dstokowski
    dstokowskiAnswer
    Gainsight Employee ⭐️⭐️
    Jan 14, 2019 5:14 PM UTC
    The option available today in Rules is to have an even trigger a rule to run using the Rule ID.

    The other option to use Event actions for triggering is in JO - so you can do something like trigger a CSAT survey when a case is closed.

    On the roadmap is the ability to have an event trigger a specific action with the details of the Event helping the action.

    What is your use case? We might be able to provide additional guidance on whether you should use JO vs Rules to meet it.

    Here are some docs that could be helpful:

    https://support.gainsight.com/Administration_and_Permissions/General_Administration/Events_Framework_Overview

    https://support.gainsight.com/Rules_Engine/Admin_Guides/Scheduling_Rules#Events

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      lyne_therien
      lyne_therienAuthor
      Helper ⭐️
      Jan 14, 2019 5:34 PM UTC
      Thanks Denise. Our use case is to send a Welcome email to new customers once the sf.com case that executes the provisioning of the workspace, users, etc is closed.

      The important thing is that the email MUST to be sent immediately after the case is closed. It cannot wait until a scheduled time.

      Thanks!

      Lyne

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      tim_schukar
      tim_schukar
      Helper ⭐️⭐️⭐️
      Jan 14, 2019 5:46 PM UTC
      Hey Lyne -

      This is the exact use case of the events framework. You can have your SFDC team set up an SFDC trigger to fire the event to Gainsight upon case closure. Gainsight would then immediately fire off the email (or run a rule). Check out the link Denise sent and let me know if you have questions? Thanks!

      Tim

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        lyne_therien
        lyne_therienAuthor
        Helper ⭐️
        Jan 14, 2019 5:56 PM UTC
        Thanks! I'll look it up.

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          dstokowski
          dstokowski
          Gainsight Employee ⭐️⭐️
          Jan 14, 2019 7:07 PM UTC
          To add to Tim's comment, I would suggest you use Journey Orchestrator for this use case - you could do this today in Gainsight.

          The article re: Events Framework should help you - let us know if you need more guidance!

          https://support.gainsight.com/Journey_Orchestrator_and_Email/Programs/Adding_Participants_to_a_Program?mt-learningpath=how_to_configure_advanced_outreaches#Event

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            samantha_braastad
            samantha_braastad
            Contributor ⭐️⭐️⭐️⭐️⭐️
            Feb 14, 2019 7:16 PM UTC
            Is it possible to have the 'event' being a file dropped into the Gainsight Managed S3 bucket?

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            dan_ahrens
            dan_ahrens
            Expert ⭐️⭐️⭐️
            Feb 22, 2019 3:26 PM UTC
            Hi Samantha,

            We just released functionality last month that lets a rule trigger automatically when a new file is dropped into the S3 bucket (that meets the indicated filter criteria). You can read about this functionality here: https://support.gainsight.com/Rules_Engine/Admin_Guides/Scheduling_Rules#S3_File

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            VP of Customer Success at Forcepoint
            lyne_therien
            lyne_therienAuthor
            Helper ⭐️
            Feb 28, 2019 12:46 AM UTC
            I've been trying to work through this based on the help documentation. Question: Do I absolutely need a CURL command? or cna I get my sf.com admin to create an event and passed it to sf.com?

            thanks!

            Lyne

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            dan_ahrens
            dan_ahrens
            Expert ⭐️⭐️⭐️
            Mar 1, 2019 7:01 PM UTC
            Hi Lyne,

            You don't need to use the CURL command (this is useful for testing though), as the API call can be embedded into the code in a third party system or generated via a workflow (depending on the capability of the tool).

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            VP of Customer Success at Forcepoint
            lyne_therien
            lyne_therienAuthor
            Helper ⭐️
            Mar 1, 2019 7:33 PM UTC
            Thanks Dan! Since I'm talking about firing arule after a case is closed or an opportunity is closed (in sf.com), must I go through the API and write code to make this happen? Isn't there an easier way, since GS is built on sf.com?

            Thanks!

            Lyne

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