Using Multiple UDFs in a CRM Search

Using Multiple UDFs in a CRM Search

Rocketship supports CRM Searches that use more than one Autotask User Defined Field (UDF).

Performance Impact

Note however that the Autotask API does not natively support queries with more than a single UDF. When Rocketship detects that your CRM Search has more than one UDF in the query, it will use a more expensive approach to the search. This can increase your Autotask API utilization and reduce the speed of the process utilizing the CRM Search.

Autotask API Utilization

To understand the Autotask API utilization difference, let’s examine a CRM Search that performs a count of the number of Companies that match. Assume that the CRM Search returns 1500 matches.

  • Native Single-UDF Autotask API Search. With 0 or 1 UDF, the query will require 1 API hit.
  • Rocketship Multi-UDF Search. With more than 1 UDF, the query will require 3 API hits. This is because Rocketship must request the results in batches of 500 (the maximum return set of the Autotask API) and do a manual count of the results that also match the expanded UDF search.

In practice however, some modules heavily cache results. For example, the Escalation Engine will cache the result of a search for up to 1 hour, meaning this API cost is effectively reduced.

    • Related Articles

    • Specifying Multiple Autotask Companies in a CRM Search

      A question that comes up fairly often is “how do I create a CRM Search” in Rocketship that matches a subset of my customers? For example, you may have 500 customers, but you want a given CRM search to only find 20 of those. (Perhaps they are VIP ...

    • Creating a CRM Search

      CRM Search is a powerful feature of Giant Rocketship. Instead of hard-coding a Process Automation or Escalation Rule against fixed criteria, you can use a CRM Search to ensure that your rules dynamically adjust to the number and types of customers ...

    • Fields Not Searchable by CRM Search

      The Autotask API does not allow all fields to be searchable. Due to this, those fields are not available as a CRM Search parameter when configuring a new or existing CRM Search. Currently, we exclude these fields from CRM Search: Entity Field Account ...

    • Using Ticket Routing to Automate Dispatch & Escalations

      With Rocketship for Autotask, it is easy to use ticket routing to automate dispatch & escalations. Ticket routing is how you shuffle tickets around – whether it’s a dispatch, which is assigning a ticket to a resource when there’s been no assignment ...

    • How do I support multiple work shifts?

      Rocketship automatically uses the business hours defined for an Autotask Resource’s Internal Location. You can create an Internet Location in Autotask for each “work shift”, e.g., Internal Location “HQ – Day Hours” 8am-5pm and “HQ – Night Hours” ...