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

This is something that limits us admins.  Developing Risk Framework CTAs at the moment, If a CTA is generated from a Health Score and the health score organically improves (without direct human action), okay - maybe Closed Won.  But if the customer Churns, that is nowhere close to a Closed Won when we clean up CTAs.

Related

A potential work-around here is to use the CTA API to update CTAs. By using the API, you can close CTAs with a specific status, and you’re not limited to the default Closed status.

That said, I would love to see the Rules Engine handle this without invoking the API. When closing a CTA via Rules, there’s a increased likelihood it wasn’t a “successful” CTA closure, so having access to pick a specific Closed Status would improve clarity around Closed CTAs which maybe didn’t get worked as originally planned.

@mpatra commented on the other thread, and have a similar use case to Dave’s.  We want to proactively check to see if the trigger for the CTA was resolved, and if so, use the Rules Engine to close that CTA for the CSM/AM, but we would ideally be able to use another status to show those in reporting.

@angela_domenichelli ,

We want to make Update CTA Action “The Action” for all update CTA rules (We are considering Close a CTA as also an Update Action). 

Thanks,

Monica

@davebrown2242  and @matthew_lind 

Is the new “Update CTA” action not able to help you with changing the status of the CTAs? If yes, I would like to understand the scenarios that are not working for you.

Thanks,

Monica

I see your workaround, @mpatra . It’s a bit confusing and unintuitive that you can’t use “Close CTA” to close a CTA when you want to set a custom Closed status. 

This was, at best, a very odd implementation of the request. Are there plans to remove the “Close CTA” type of action? Or amend it so you can set a custom status?

What’s worse, is neither documentation page seems to be up to date or clear on how this can be accomplished:

https://support.gainsight.com/gainsight_nxt/03Rules_Engine/Rules_Engine_(Horizon_Experience)/Set_Up_Rules_Action_Types/Close_CTA_Action_Type

https://support.gainsight.com/gainsight_nxt/03Rules_Engine/Rules_Engine_(Horizon_Experience)/Set_Up_Rules_Action_Types/Update_CTA_Action_Type

Right now, this community post seems the best place for information on this topic, and it is still marked as a new idea. @revathimenon can we get this updated and maybe have the docs team review current behavior so there is accurate and formal official documentation on this? Thanks!

@vaishali_rawat - could you please take a look at the above?

Support told me again yesterday that this all makes sense and it’s exactly as designed. In what universe is it? 

The whole thing is nonsensical at best.