I read about this in your GGA post and honestly, just thinking about all the impacted workflows gave me a headache. This absolutely needs to be called out in the documentation, and there should be a warning—like Gmail's "you are almost out of storage" alert.
It's insane that there's no warning whatsoever.
While I understand that Gainsight can’t just sit on millions and millions of ancient CTA’s, I think it’s reasonable to consider an admin-configurable archival mechanism as an enhancement (on top of alerting, which is a hard must have given the impact that hitting this limit will cause an affected org).
Since the rate of CTA generation and the volume of historical data will vary wildly by org, the ability to customize archival criteria would be very important. Some considerations for criteria that I think are likely to be used…
CTA Age - Pretty obvious one. How old should a CTA be before it is targeted for archival?
CTA Type - Many orgs may prioritize retaining CTA’s of a particular Type (ie: archive Activity CTA’s, leave Risk CTA’s)
CTA Status - Closed vs Open is the most obvious way to slice this, but some orgs may also use custom Statuses to indicate a more specific outcome and would want to consider that before archiving a historical CTA
CTA Owner - This would allow orgs to archive CTA’s created by former CSM’s, which would be handy.
CTA Source (manual/rules/JO) - Since Manual CTA’s represent a deliberate decision by a human CSM, some orgs might prioritize retaining them for longer than automated Rules or JO-generated CTA’s.
Additionally, the ability to use filter logic should be included so orgs can combine these criteria for maximum flexibility.
Archived CTA’s should be added to a custom MDA (on cheaper storage, I assume) for reference and long-term retention. If storage is still a concern, I’d suggest that the mechanism instead exports the CTA data to a csv file placed in the Gainsight-managed S3 bucket for retrieval - at that point it would be up to the customer to find appropriate storage for it.
While I agree that it makes sense there’s a limit, I don’t think this is something that is very well known amongst the Gainsight Admin community, but it definitely should be. Thanks for sharing!
Agree with the comments here. I’ve been an admin for 10 years and had no idea this existed. Definitely is important to call out, and I also agree a simpler way to archive/clean up old CTAs that is customizable by the admin would be a great addition to help prevent this. Currently, we have to use the Mass Edit tool which hasn’t been updated since the roll out of Horizon, and it’s only useful for deleting not archiving.
Just as an FYI: In addition to a supposed overall limit for CTAs that I already mentioned in this post, Gainsight Support mentioned a supposed yearly limit as well. All of this clearly laid out and stated in some form or fashion would be helpful.
It appears there is some documentation on this, however it does not appear to really align with the experience here, nor is there anyway for admins to realistically see their tenants limits and how close they are to approaching them.
Ref: https://support.gainsight.com/gainsight_nxt/Administration_and_Permissions/General_Administration/Gainsight_CS_System_Limits
Analyzer does show the total number of CTAs, but doesn’t seem to have any tie to this - and it might not even count them the same way. It also does not say X out of Y total.
Whatever happened to that admin home we were getting like 2 years ago?
Whatever happened to that admin home we were getting like 2 years ago?
Admin home – this would be fantastic.
Feels like every admin I talk to has created their own home layout just to make staying on top of critical information easier. This’d be such a huge admin QoL update.
Curious about what the timeline entry limits are now 😶🙀
