Why can't I save my rule's schedule?

If you have configured a rule and are having trouble saving its schedule, check the rule's name and description fields. If either field contains quotation marks, remove them, and try saving your schedule again. Quotes are an escape character in JSON. 

When should I create a Custom Rule instead of a Bionic Rule?

Eventually Custom Rules will be removed, so Gainsight recommends that you use Bionic Rules to leverage more of the Rules Engine capabilities. However, you still need to create a Custom Rule for the following capabilities as they are supported only in Custom Rules:

  • Send Email with Marketo Email Service
  • Few scenarios of Calculated fields

Gainsight is developing a utility to assist with migrating Custom Rules to Bionic Rules. The above capabilities will be supported in Bionic Rules, once the custom rules migration utility is available.

What causes partial failures?

Partial Failures are indicated by a yellow triangle icon and means that some, but not all of the records failed in the rule execution. Partial failures are often caused by null records that fail to meet criteria. You can verify this by checking the log records and find a message where ‘field name’ = null. You can often exclude these records through Rule criteria. Null checks currently only work on numeric fields.

How do I troubleshoot a rule failure?

• Check the Logs in the Rule details screen on the Rules Engine list view

• Most common error message ‘Invalid Query’; typically, due to invalid logic or permission issues

• Perform manual test-run to examine the rule results; results are emailed to the user who ran the rule.

• Recreate rule piece-by-piece in separate test rules. Continue to test the rule until you’ve discovered exactly where the problem area is.

Can I export a list of all of my rules?

Yes. For more information, refer to Gainsight Config Snapshot.

What permissions do I need to use certain objects in my rule?

To use an object or field in Setup Rule, you will need Read-Only permission for that object or field. For any of the actions (including Load to SFDC), you will need Read and Write permissions to that object or field.

What permissions do I need to access the Settings Gear, and add objects?

In order to access the Settings Gear in the Rules Engine, you need the Gainsight Special permission set. If you need access to the Rules Config (Permissions - Rules Load Actions), contact your Salesforce Admin and request the "Gainsight Special" permission set. 

Can I filter on Long Text fields in rules?


Can I use a rule to set values to null, or to remove existing data?

No. (We have heard requests from a few customers to add this functionality. Feel free to visit the Gainsight Community to add to the conversation.)

Where can I view a list of Gainsight Objects to Field mappings?

Navigate to Setup > Installed packages > click JBARA CSM > View Components. You will see a list of all Apex Classes, VF Pages, Objects and Fields that are part of our Managed Package.

Can I delete data from SFDC using the rules engine?

The rules engine can insert, upsert, and update, but does not support the delete function, and should not be used to try and delete data in SFDC or Gainsight. As a workaround, Admins can delete data from SFDC by exporting the data out, deleting it with jitterbit, dataloader, or a similar tool. Alternately, a script could be run via workbench or the developer console.

SOQL vs. SQL in Rules

When building a rule, keep in mind the rules engine is using a SOQL query, and not a SQL query:

‪1. SOQL does not support the ability to MIN/MAX on Date/Time Fields‬.

‪2. When MAX is applied to a date field in a SOQL query, MIN is applied to the other fields in the table (limitation of using a SOQL query). ‬

Add Objects for Use in Rules Engine

When you create a new object in the MDA, you must add it to the Rules Engine settings for use with rules. In the Rules Engine, navigate to the gear icon in the top right corner and click Permissions - Rules Load Actions. In the Data Load Configuration, select "Matrix Data" to find the missing object and hit the "+" icon to move the new object from available to selected fields.

Rule Timeouts

For information on why rules sometimes timeout, and how to solve these problems, refer to the How to Troubleshoot Timeout Errors in the Rules Engine article.

Why don't I see any records in the rule results preview?

When using the Rules Engine, users may be unable to return any records using the Preview Results option on the Setup Rule page. When this occurs, and you have confirmed there are records that should match the rule’s query criteria, it may indicate that the user does not have API permissions enabled at the profile level.

Navigate to SFDC Setup > locate the profile of the user who is experiencing the issue. At the profile level, select the “API Enabled” permission. This should resolve the problem.