US Admin Office Hours (Tuesday session) - 03/21/23 - 1 pm PT / 2pm MT / 3pm CT / 4pm ET - Pre-session Thread

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Hello everyone!

Apologies for the late post - was out of office yesterday afternoon.

This thread is for today’s Admin Office Hours session, Tuesday, March 21, 2023 at 1pm PT / 2pm MT / 3pm CT / 4pm ET.

Please submit your questions below as replies to this post in advance if you can, and we'll address them during the session (or if there’s a quick answer available, we’ll post as replies to the questions).

There is no need to register for these sessions - you can join at any time. Once the session is underway, I will go in order of questions posted below first, then field questions from anybody else who has joined as well. Look forward to talking with you!

Conference Details (Zoom):

Tuesday, March 21, 2023 at 1pm PT / 2pm MT / 3pm CT / 4pm ET


Join Zoom Meeting:


Meeting ID: 975 6367 2477

Password: 374909


For dial-in info by your location, find your local number:

12 replies


Hi Scott,

We have Success Plans and we want to add objectives based on data available within Salesforce. I can create an CTA (Objective) from a rule and but is there a way to assign it to a Success Plan from the rule?


Hi Scott, If someone completes an Objective CTA in a Success Plan, how do we write those as a milestone on the timeline activity?

Hi Scott,


I am trying to understand the full extent of the associated records on timeline, how can I set up the filters and reporting.


Hi Scott, 

I have a question regarding a number of duplicate relationships being created and trying to understand the case of it. 

Also I have a question about syncing timeline activities into SF task object.

Userlevel 1

Emails on my Journey Orchestrator are still not Firing. We’ve tried literally everything to get them to work properly but it is still not doing so. 

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HI Scott1 We need to add a user lookup field to a Timeline Activity type.

I’ve made an object to pull the data but can’t figure out how to map it to the Timeline field.

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Hi Scott! I’m no longer able to update organization mappings for our Zendesk connection. GS Support had me reauthorize our connection, but that didn’t seem to fix it. Want to jump on this call and see if I’m missing something new.

Userlevel 6
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Hello @ayakushevich -- the change to the conversion date for the new C360 (now July 2023) was highlighted in Announcements in the Release Notes -- the link is below.

Pretty sure we sent comms as well but that will take me longer to find out - wanted to at least pass this along so you didn’t think I was just dreaming!

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Hello @rachelhibbardtmo -- sorry I couldn’t get to your question before having to jump to my next call!

That said, I recommend continuing to pursue this via Support -- they have access to back-end error logs, as well as some specialists on the Zendesk connector, which I just don’t have much opportunity to work with day-to-day.

I think you’ll get this particular issue resolved faster via that route - good luck!


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Hello @Sean_Hebert -- getting this posted before signing off for the evening.

I’ve attached below:

  • A pdf with a screenshot-laden walkthrough for generically setting up an External Action for updating Existing CTAs (this was before Horizon Rules) -- just in case you haven’t done any of this Connector setup for making an API call back into Gainsight, etc., you’ll need it.
    • ALSO NOTE - AT BOTTOM OF LAST PAGE IS A QUICK GLOSS OF HOW YOU WOULD CREATE AN OBJECTIVE FOR A SUCCESS PLAN (instead of updating a CTA, which was the original doc - but the screenshots of how Rules interact with External Actions still worth the read-through - don’t skip to end!)
  • A TXT file with what the Call would look like for creating a new Objective with Rules Engine via External Actions.

Hope that helps!  Also, check out the API Group on Community if you trip over issues while setting it up:


Good luck - see you next week perhaps!

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Hello @sdrostgainsightcom are there ways to retrieve the recordings from Previous office hours? I just need the recorded session we had for my Question about two meetings ago. Thanks 


Hi @sdrostgainsightcom ,

Thanks for the information. Started setting things up and getting Status code 401, “Unauthorized” when I test the Connector from external actions. Not sure if I have the correct URL for the POST, tried a few variations. I’ll post the question to tomorrow's office hours.