Support Custom Events for Cockpit and Task Real Time Rules

Hi @rakesh, can you please address the above customer request? 

FYI @anirbandutta 

Hi Thanks @Uzma for tagging me and @bradley for this post. 

We do want to make Real Time Rules work not just with out of the box events, but custom events as well. But before we can do that, we are looking at changing the infrastructure piece which powers these events. (FYI: Link to SFDC version of that platform). With this in place we can open most custom objects (with limited fields) in Real Time Rules. 

Gotcha - given that this capability is basically then blocked by a complete architectural rebuild, what kind of ETA would we be looking at for custom CTA/Task events? I’m sure it’s still in early stages but “sometime early next year” vs “maybe 2024” even would be a helpful gauge. Thanks!

As of now, sometime next year 

@rakesh @pgeorge is there any update on this? I’d also like to utilize RTR for so many other things beyond this as well, but this post talks about a complete architectural rebuild, which I imagine was also predicated on having Horizon Rules stable. Where are we with this now? Is this even still on the roadmap? RTR is still in beta and could be a powerful tool but as far as I can recall, has seen no update in over 2 years. cc @revathimenon 

I thought I had a pretty straight-forward real-time rule use case and was super disappointed to learn that it wouldn’t work because the feature doesn’t support custom update events for CTAs 😭

We are building out our risk escalation process at Propeller, which includes flagging/starring a CTA as ‘Important’ when it needs to be escalated. I wanted the action of flagging the CTA to trigger a Slack notification in our escalations channel, but this isn’t possible with the standard events available. 

As a workaround, I have a rule that runs daily to count the number of flagged CTAs per company and load that number to the Company object. Then, I have a real-time rule monitoring any changes to that field, which then triggers the Slack notification. YIKES - clunky. With this workflow, it’s difficult to provide any of the CTA details in the Slack notification because I don’t want to also load those to the Company object.

100% in support of this and would love to see it either enabled across the board, or field-by-field (understanding that Gainsight is trying to guard-rail for taking down the real-time queue if, say, a rule updates 3,000 CTAs at once, triggering 3,000 events that launch a different rule into the queue 3,000 time -- but up to Product team to put some hard limits that would fail the real-time action out).

Hoping to see this crawl up the prioritization list if it’s a low-effort enablement!