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josh_grigone
Gainsight Employee ⭐️
josh_grigone
Gainsight Employee ⭐️
March 23, 2017
New Idea

Set custom close status when closing CTAs by CTA ID in Rules Engine

Related products:CS Cockpit & Playbooks
  • March 23, 2017
  • 30 replies
  • 441 views
Hi all,

As it stands today, when closing CTAs by CTA ID, the status of the CTA is closed under the default Close Status as it is configured within Admin > Calls To Action > Status.

As an  enhancement request, could users be able to select a CTA Status of their preference, even when closing CTAs by CTA ID within the Rules Engine? Are there any technical limitations that would prevent this?

Thanks!
Josh

      30 replies

      nitisha_rathi
      nitisha_rathi
      Expert ⭐️⭐️
      March 24, 2017
      Hi Josh,

      Post Federated Customer Management changes, each CTA type can have a separate set of status. So, in order to choose a CTA status, user will have to first choose a CTA type as their may not be a common set of status which are applicable to all CTA types. The main purpose behind adding CTA ID in close CTA action was that the users didn't want to run separate rules for separate CTA types. If the user want to choose a status then they can not check "Include CTA ID as identifier" checkbox, choose a CTA type and then the status.

      Thanks,
      Nitisha
      samantha_braastad
      samantha_braastad
      Contributor ⭐️⭐️⭐️⭐️⭐️
      July 13, 2017
      Hi Nitisha, 

      I would actually like the ability to set a custom status for these as well. I want to be able to clearly tell if the CTA was 'auto-closed' vs by a CSM. An alternative solution would be to simply add an "autoclose" boolean to the CTA object but the end result is that we want to ensure that we can filter the auto closed CTA's out of any analysis to review how CTA's are being leveraged. 
        nick_ohlheiser
        nick_ohlheiser
        Contributor ⭐️⭐️
        August 2, 2017
        It should also be documented that when not selecting the CTA ID option both the filter criteria on both the Setup Rule and the Action criteria are moot.  Both are ineffective which I see as a bug.  

        Regardless, here is our specific use-case of setting a particular Status:

        We have a field which is driven by the status of a particular CTA.  After a certain period of time if the CTA is not Closed Success we want to automatically set it to Closed Risk, which will adjust the field appropriately. The field results in a different value for each Closed Success and Closed Risk.

        Is there a better method of achieving our desired outcome?
          nitisha_rathi
          nitisha_rathi
          Expert ⭐️⭐️
          August 11, 2017
          Hi Samantha,

          In Sep release, we are adding a 'closed source' field for CTAs. This field will capture the source from which CTA was closed - manually, rules or mass edit. You can use this field to do analysis on your CTAs.

          Thanks,
          Nitisha
          nitisha_rathi
          nitisha_rathi
          Expert ⭐️⭐️
          August 11, 2017
          Hi Nick,

          Both set-up filters and action filters should be honored while using CTA ID option. Please raise a support ticket if the behavior is different for you.

          Also, different status can be achieved only by adding separate actions for different CTA types. Like I mentioned above, post Federated Customer Management changes each CTA type can have a separate set of status, so we cannot show a common list.

          Thanks,
          Nitisha
            bradley
            bradley
            Expert ⭐️
            May 11, 2021

            +1 for this. I ran into it the other day and was puzzled why I couldn’t change the selection, and then wondered what the point of using the CTA ID was if I couldn’t change it.

             

            @nitisha_rathi You can aggregate the different options and show the whole list, or also require CTA Type to be selected as a dependency control for the available values in Close Status. I find it hard to believe that this problem has been solved using the other unique criteria to identify a CTA, but not when just using the ID.

              sriram pasupathi
              sriram pasupathi
              Helper ⭐️⭐️
              May 31, 2021

              @bradley It makes sense to have the use choose the exact type of closed status. We are planning on CTA update actions where we would be able to solve this. (tentatively late Q3 or early Q4 2021)

                bradley
                bradley
                Expert ⭐️
                June 1, 2021

                @bradley It makes sense to have the use choose the exact type of closed status. We are planning on CTA update actions where we would be able to solve this. (tentatively late Q3 or early Q4 2021)

                Glad we are on the same page :) Thanks for the update and planned timeline @sriram pasupathi !

                  heather_hansen
                  heather_hansen
                  VIP ⭐️⭐️⭐️⭐️⭐️
                  October 1, 2021

                  Just wanted to bring this back to the top.  We’re doing a lot of closing CTAs within the rules engine based on actions happening in the account, so I’d like to be able to use another status other than the default to be able to distinguish between those we auto-closed and those the assignee closed at a glance without having to run a report.  Is this still planned for this year?

                    sriram pasupathi
                    sriram pasupathi
                    Helper ⭐️⭐️
                    October 5, 2021

                    @heather_hansen This is planned for Q4. We will keep you posted in case of any delays. Thanks.

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