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    Shiloh Madsen
    Hide page content on SLA
    Topic posted April 15, 2010 by Shiloh MadsenBronze Trophy: 5,000+ Points, last edited October 29, 2011 
    1497 Views, 8 Comments
    Title:
    Hide page content on SLA
    Content:

    And now for a more current version of RNT question :) (Told you I felt like I have had ADD forced on me today)

    The Feb 10 manual indicates we can hide page content with an SLA condition. Very cool...'cept it doesn't seem to be working for me. Here is my test code:

    <rn:condition sla="MASC - Level 3" > <p>test stuff</p> </rn:condition>

    The SLA is precisely how it is listed in the SLA part of console, however, when I load this page I get an error having to do with incident, chat or selfservice (not sure what the exact error is...this is a Korean interface...dont ask why im developing this there....just doing what I'm told *Grin*)

    So, here is my question: Does this functionality ONLY work with those three SLA's or should I be able to use any SLA and I probably just have something set up wrong?

    Comment

     

    • Ernie Turner

      The values for the rn:condition sla attribute only let you specify the type of SLA that the person has, not a specific instance of SLA. The options allowed for this attribute are 'incident', 'chat', and 'selfservice'.

    • Shiloh Madsen

      That was what I was worried about. If this is the case, I have the sinking feeling that my plan might not work. Maybe it can be done with some custom code. Here is my need, maybe you can let me know if I can do it via a custom widget or something.

      We have need to display pages with dynamic navigation and content based upon carrier, which we plan to define with SLA. Carrier x could have menu items 1-6, carrier y could have menu items 1, 3, 5, and 7, etc. Some may have certain support options which others wont...things like this. Themes only work to change the look and feel, not actual page content...and the rn:conditions seemed perfect to address the content part, but they are a lot more limited in scope than I thought they would be. Is there any OOB way to actually get dynamic page content based on SLA? If not, should I be able to do this through code customization..and if so, where would I be best served applying this SLA based customization? I'm thinking the widget level could be too restrictive...though I could perhaps make a widget called dynamicDiv and just wrap content in that widget and control based off of it...

      Thoughts?

    • Ernie Turner

      Using a custom widget to surround content would work, but it has the detriment of not being able to actually remove the content from the page entirely, i.e. you would only be able to hide it with CSS, the content would still be in the page source, which isn't ideal.

      The rn:condition tag is purely a way to mimic simple PHP if/else statements using HTML like tag syntax. I'd suggest you just create your own function to parse out this information, put it into a helper file, load up that file, and just put PHP within your page. That way you can do something simple like:

          <?if(canShowContentBasedOffSla('MASX - Level 3'):?>

              //Content

          <?endif;?>

      Does that make sense?

    • Shiloh Madsen

      Yup, it does. What is the way to get at the ACTUAL SLA the customer has, rather than the SLA classification. Is it a session variable, or what? What is the call to return the SLA value?

    • Brent Ludwig

      Sorry to jump in here, but it appears that you are looking to provide a dynamic content and L&F experience for a specific carrier.

      Your business requirements make sense so I agree with the approach.

      However, just looking downstream a bit, will it be important to understand total sessions & KB usage by carrier (X,Y,Z)? If there is a need to break out this reporting via analytics in the long-term, it may be easier to build this in multiple interfaces.

      Would be curious on your thoughts on this suggestion.

      Brent

    • Ernie Turner

      ----What is the way to get at the ACTUAL SLA the customer has, rather than the SLA classification.

      You'd have to query the DB directly to get this information.

    • Shiloh Madsen

      Hey Brent, 

      While this would be possible, bear in mind that we are already rolling instances primarily based off of language...which has left us with somewhere upwards of 30 interfaces. Adding interfaces on a per carrier basis could easily add at least 50 more interfaces, and likely a lot more than that. Our hope is to consolidate interfaces, not roll more, given that knowledge management across interfaces is difficult enough as is. Unless I am missing a way to do this, I think creating interfaces on a per carrier basis would end up causing us a lot of headache in the long run. 

    • Robert Lund

      If you are doing this on answers, you might consider using answer access levels. http://crm.rightnow.com/app/answers/list/kw/answer%20access%20levels.