Rule not showing Count of CTA as 0

Going to just put my request when my turn is up: So there is leadership and individuals without Gainsight that wants to see survey results. My first thought was to use Share360, where I’ve displayed reports of the survey responses. I’ve made sure that the contacts I wanted to send it to were in the GS User object in Data Management. They punched in the one-time code upon receiving the email, but none of the data comes up and it says “Error occurred while fetching data from external service” Am I missing a step?

Hello @tiffany_hui -- wanted to circle back about the Shared C360 discussion we had:

First - it has nothing (or shouldn’t) to do with Gainsight licensing - I was thinking of our legacy Shared Dashboards setup that had specific requirements in terms of licensing when sharing internally.

So - in terms of sharing the C360 for the purposes of giving the internal recipients who aren’t Gainsight users a way to see Survey results (and other items on the View-Only C360), you are all set.  Sorry about the confusion.

Second - on your current issue:  I checked the Support Ticket you’d opened up and hoping that their recommendation to try refreshing the User Attributes will then allow the group getting the error to get to their shared C360.

Basically, user access like Shared C360 and other permissioned-controlled items from the User object is actually being handled with a refreshed, faster version of that table instead of having to access the GS User table each time.

The up side is that the user can get right onto the Shared C360 since queries to that table are very fast.  The down side is there is a lag time between when you add someone to the GS User object (either by Rule or in User Management) and when the refresh occurs to that faster object.  That’s why we have the “Refresh User Attributes” button on the Sharing Sessions tab - for a manual sync if you’ve just added some users for Shared C360 and want to send out the link right away.

Hopefully refreshing the User Attributes will get everyone the access they need - and if not, Support will dig in with you to figure it out.

Best,

Scott

One more quick follow-up note to the above, @tiffany_hui  -- in researching on internal channels, it appears we had an issue over the last couple weeks where that refresh was only happening once a day.

A patch was deployed recently that should have made that wait time almost disappear (matter of a few minutes at most).

Again, Support will be able to dig in further, but wanted to let you know that the amount of lag time should not be 24 hours when new users are added - and if it’s not already fixed, it should be in a matter of days!