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    Scott Heidenreich
    Secondary Contacts for an IncidentAnswered
    Topic posted August 28, 2019 by Scott HeidenreichBronze Trophy: 5,000+ Points 
    50 Views, 6 Comments
    Title:
    Secondary Contacts for an Incident
    Summary:
    How do I add secondary contacts through OPA?
    Content:

    Hi!

    Nearly all my OPA models collect additional contacts related to the form being completed.  For example, there is the logged in contact's information (primary contact for the incident), but there may be contact information for the authorizing official, the fiscal officer, and the project contact.  The OPA Model already loads the logged in contact and allows it to be updated upon submit.

    How do I get the model to create the other three contacts as secondary contacts for the incident?

    Thanks,

    Scott

    Version:
    19B

    Best Comment

    Scott Berry

    The standard relationships on Incident do not allow OPA to follow them to map a Contact entity as a child of an Incident-bound entity, so first you'll need to create a relationship from Incident to Contact in the Object Designer (see contact incident1.png), deploy and refresh Mapping Settings in OPM, now you can bind a child of an Incident-bound entity to Contact. You could either create a single relationship for 'secondary contacts' as I've described (and as shown in the picture), or you could specify a relationship for each secondary contact type for more database robustness.

    Note: you won't be able to specify existing contacts because we don't support mapping reference relationships. New Incident = New secondary contacts

    Comment

     

    • Scott Berry

      The standard relationships on Incident do not allow OPA to follow them to map a Contact entity as a child of an Incident-bound entity, so first you'll need to create a relationship from Incident to Contact in the Object Designer (see contact incident1.png), deploy and refresh Mapping Settings in OPM, now you can bind a child of an Incident-bound entity to Contact. You could either create a single relationship for 'secondary contacts' as I've described (and as shown in the picture), or you could specify a relationship for each secondary contact type for more database robustness.

      Note: you won't be able to specify existing contacts because we don't support mapping reference relationships. New Incident = New secondary contacts

    • Scott Heidenreich

      Thank you!

    • Steven Robert

      Hi Scott

      You may consider adding further contacts to the Incident by output mapping one or more Threads. 

      This leverages standard Service Cloud functionality and will allow you to associate multiple contacts to an Incident.

      You can output an existing contact id to the Thread contact, and search for relevant contacts using reference data.

      Please let me know if you'd like further info on the approach.

      Cheers

      Steven

       

       

    • Scott Heidenreich

      Thank you for the idea. I would be interested in how to do this. Thank you.  Anytime I can leverage standard functionality, I prefer that to customizing.  I see in the OPA output mapping under the Incident Global Object the Threads.ThreadList.  But that looks like it is for creating an actual new note for the incident.  Also, I don't see that any of the contact information beyond a Contact ID is being stored for the contact, so I don't see how I would be able to create a new Contact through this method.

       

    • Steven Robert

      Hi Scott

      Yes, you are correct that this does not support creating a new contact - this method can be used for To-Many relationships to existing contacts.

      Contacts can be created earlier in the process (e.g. in an separate OPA interview).

      This approach would avoid creating duplicate contact records.

      Regards

      Steven

       

    • Scott Heidenreich

      Ok. Thank you.