Service Now Ticket CTA and Reporting

  • 17 August 2018
  • 2 replies

  • Team Captain
  • 89 replies
 Hi there, 

I hope your summer is going well. 

I am trying to figure out the best way on how to do the following:

We import a data file to Gainsight

every Monday with a list of open service now tickets.

The account name for each ticket appears either

in the “account” field or the “short description field”.

a. We

would need a CTA that would trigger with an email notification to certain

recipients to notify when the number of tickets on the weekly service now file

for one specific account (account 😵 is greater than zero.


b.  We

would need an automated report to run every week to display the open tickets

for a specific account and send an automated email to certain recipients as an


I'm happy to talk offline on how I can proceed with this.

Thank you in advance,


2 replies

Hey Jasmine!  Both of your options would be doable.  

Does your MDA/CSV also contain the SFDC Account ID of the Account?  If not, you'll need to write a rule to write the SFDC Account ID to the associated Account Name in the MDA object (Assuming they match).  

Within the MDA Object schema, you'll need to add the "Account ID" field of type "SFDC ID" and map it to the Account ID on the Account object in SFDC.  This will allow you to target this MDA object with the rules engine and trigger CTAs and/or JO programs for any thresholds (number, priority or age) that are met.

Let me know if you have any questions on the above and we can jump on a call?  Thanks and good luck!

Hi Tim,

The CSV file contains the SFDC Account ID.

I am happy to jump on a call with you after 2pm today?