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Using Multiple UDFs in a CRM Search

UpdatedJuly 9, 2023

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.

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