Reassign ownership of CTA when CSM of a company changes

Hi Gainsight Team! I am also interested in this functionality, it would be great to create a rule to transfer both Success Plans and CTA’s to the new CSM.

Updating Success plans and CTAs is in medium term roadmap. Does that solve reassigning ownership?

Currently, I do this through rules using the Call External API action. I’m unsure if something similar would work for you, but it has worked well for us to update owners automatically on Tasks, CTA’s, and Success Plans.

I created 3 actions to update the SuccessPlans/CTA’s/Tasks on the Gainsight API, and 3 different rules to go with them. Using CTAs as an example, I identified the CTA types where all open CTAs should be assigned to the Company Owner, and fetched for the correct types/status from the Call to Action object, pulling in the:

1. CTA GSID
2. CTA Owner GSID
3. Company Owner GSID

I transformed the data after this fetch, pulling over these 3 fields to the show side, but adding a filter at the bottom to limit only those needing to be updated:

1. Company Owner GSID not equals CTA Owner GSID

Then, in rule actions, I select the Call External API and the Gainsight API action I created to update CTA Owners and map the CTA GSID and Company Owner GSID into the fields of my API action.

I have various forms of this rule running, as some CTAs and plans require other owners from the Company to be assigned, but I just make those adjustments by pulling in the correct owner GSID, updating the filter in the transform, and ensuring the correct owner GSID is mapped back in the final action. We only do our large owner updates weekly, if needed, so I have scheduled it to run following the weekly update, but I’m sure you could schedule it as needed to pick up the changes as they happen in your environment. 

+1 to this functionality. A very common ask and I think with my CSMs moving around their book, this should come in extremely handy.

@monica 

@ophirsw : This can be a good addition to the simplicity initiative.

Hi @meenal_shukla ,

We are working on enabling Update CTA action via Rules. This will be available as a part of the Rules Engine Revamp which is slated for Beta in Q4 2022, tentatively.

Thanks,

Monica

Hello, where are we with this feature? Thanks!