Make editing of timeline activities a user configurable permission

Related products: None

I couldn’t quite find a product request that matched, but there are several out there about allowing non-author of Timeline activities to be able to edit.

I’d love to a configurable permission to either allow or disallow a user’s ability to edit Timeline activities not logged by that user.

The use case for us is that CSMs log timeline activities in the future to reference a scheduled interaction. If CSMs leave or accounts change hands, that new account owner may need to edit the future scheduled timeline activity, to add Notes or adjust any other timeline details.

Seems like that would pair well with MDA History tracking, so if people had concerns about timeline entries being edited you could audit those changes if need be.


I love that. I just feel that this is inconsistent with other areas of the product, like CTAs for example, which are totally editable by end users regardless of CTA owner or not. It really makes the reasoning of “to preserve integrity of timeline entries” not hold up, and seems more like a product inconsistency than a thoughtful product decision.


100% Great point @bradley 


I love that. I just feel that this is inconsistent with other areas of the product, like CTAs for example, which are totally editable by end users regardless of CTA owner or not. It really makes the reasoning of “to preserve integrity of timeline entries” not hold up, and seems more like a product inconsistency than a thoughtful product decision.

100% agree - it makes transferring accounts or even making updates/changes when folks go on leave (two pretty common occurrences) that much harder to manage.


+1 to this idea. We needed to update numerous Timeline entries that were ghost entries that were auto created for our Exec team. We ended up needing to edit the entries and ran into this road block. 


@ophirsw related to our conversation on UI inconsistencies! 


As an admin I need to be able edit the timeline entries and ideally also provision who can edit timeline entries and audit them. In scenarios where the author of a timeline entry is inactive and the information in the timeline needs an update, we are stuck with incorrect information!

We have a use case where timeline entries are associated with one or more CTAs. We are not able to update the timeline entry associations because the author that owns it is not an active user.
We also have scenarios where we would like to tag additional companies, update the links added in the notes etc. that needs editing and none of that can be done now. Now I am stuck with partial and incorrect data that goes into reporting and I have to explain my managers each of these discrepancies which is not resonating well.

@Ravinder Singh @ddietiker 


+1


I just am finding out that some of our CSM timeline activities that were incorrectly added to a Company cannot be moved.  This impacts our last engagement rules.  Please prioritize the ability to edit for Admins, this is a major need for many of us!


@jrich were the CSM timeline activities added automatically via an integration or by a CSM?


@jrich were the CSM timeline activities added automatically via an integration or by a CSM?

By a CSM via email plugin in Chrome.  Have a batch of them I need to move as the person is related to two companies. 


Frankly, I am starting to believe this limitation is not “to keep the integrity of timeline” but is so difficult to update the code that GS simply does not want to do. I have seen at least 5 community posts, each with significant upvotes, on the same subject yet it has not been prioritized on a roadmap for GS even though it would be such a great win for their product as clearly their customers want this ability


It’s absurd that an admin can’t edit an activity. For reporting, I have to ask my entire team to make certain updates. This limitation de-values Gainsight. When one of our CSMs left, we had to reach out to Gainsight Support to change the “Created by” on their activities just so their replacement just so they could continue to manage activities. Such a waste of effort. 


Hey @calebowen, we had a similar case where we wanted to change Activity ownership from one user to another. Except it was technically the same person just with a different account. Regardless, support told us that is not possible even on their end due to security concerns… Did you have any success with the “Created by” change request yourself?


I want to call out ALL of the “make timeline editable” posts. If you look across all of these, there are over 100 likes on the ability to edit a timeline entry that someone else created. How has this not been prioritized? Plus I am sure there are a few others out there that I missed.

 


Hey @calebowen, we had a similar case where we wanted to change Activity ownership from one user to another. Except it was technically the same person just with a different account. Regardless, support told us that is not possible even on their end due to security concerns… Did you have any success with the “Created by” change request yourself?

Unfortunately no - even with the API there are certain fields you cannot update. I attempted to use it as a workaround and Support told me there was no way to update the “created by”


@Bhawya could you pl take a look at this request.

cc @Abinash 


Any updates on this? Several of our accounts have more than one CSM, and it would be really helpful if Admins could give permission to other users to edit Timeline entries.


Thank you everyone for your valuable feedback.

I am Product Manager for Timeline product  and we want to address the numerous requests received for this feature. Rest assured, I am actively working with our team to incorporate it into our roadmap.
I will keep you informed about the progress.


No StatusAcknowledged

Dangerous business, Sowmya! Now we know you’re on the hook for updates! Hope to hear from you on this soon. 


+1 on this @Sowmya this still remains a pain point for many admins and users alike within the platform.

 

Without this functionality, what is Gainsight’s alternate solution in this scenario to edit a Timeline entry; for the sake of it let’s assume the user/admin is not familiar with the Timeline API, and deleting/reposting an entry isn’t a desired solution either.

 

Thanks,

 

Stuart


The following idea has been merged into this idea:

All the votes have been transferred into this idea.

Hi Team,

We are considering this pain point and also included as part of our current roadmap.

The intention is to address this implementing granular permissions in Timeline, set by admin.

I will keep you posted on the actual release timeline after weighing in the priorities of other strategic items.

 


AcknowledgedUnder Consideration