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Topic

    Sindhuja Mallela
    Custom search fieldAnswered
    Topic posted March 11, 2017 by Sindhuja MallelaGreen Ribbon: 100+ Points 
    133 Views, 5 Comments
    Title:
    Custom search field
    Content:

    Hi,

     

    I have a scenario where real time integration with another product should allow service cloud agents to search and add a field value.

    The service cloud agent should have  custom search field. This field will be used to search value from a field of a real time integrated  application.

    Kindly suggest how i can achieve this.

     

    Version:
    February 2017

    Best Comment

    Barrilito van Dijk

    Hi,

    Thanks for the extra information. I guess both a page (as Sebastiaan mentioned) and an addin which I mentioned can be used here. Just try to think about how easy it will be for you to build either one and how that could fit in within a workspace and how your agents could use it (and if that would work well). Good luck.

    Regards

    Comment

     

    • Sebastiaan Draaisma

      Hi Sindhuja

      If the application is in the cloud than you could use a browser control in your workspace and have a custom page/search function there to lets say Hybris where you pass the email address or custom field set by rules as variables in your URL.
      If the searchable data has to be inside OSvC than your challenge would be to pupulate a custom field (custom_data) with the data you want and use that field as your search field in a report. For ex. If custom_data equals abc.

    • Barrilito van Dijk

      Hi Sindhuja,

      I see that you are new here on the community. So from that respect I say welcome on board!

      In the community we share lots of information together,and we try to keep questions simple and to the point so that other members with similar questions can find good clear answers and can be helped as well. Next to asking questions and solving then or find solutions together, it should be a game where we give and receive so we all gain, improve the product and enjoy learning from it. From that respect I would say, let us know what you think you would be a solution instead of just dropping your usecase here.

      Sebastiaan gave you a solid answer. Another approach could be making an addin. It all depends a little on what it is you are doing, what kind of data it is and where exactly it should be stored / saved and where in your workspace it should be searched. It is your job (as you are probably hired to do that) to program/realize it, it would be great if you would think about a possible solution, try it yourself first and then come here to ask for some missing gabs or something that is not working. If you just ask how to do something it will give you less responses as people are not always likely to give away all the info they have learned themselves the hard way. This is realy just a friendly note from my side as I rather see that you get some good help here instead of no or little response wink

      I hope Sebastiaan and I myself have given you some thought and info to dive in to. Good luck Sindhuja

      Regards

    • Sindhuja Mallela

      Hi Sebastiaan/Barrilito,

      Thanks  a lot for the reply!

      I will definitely keep in mind Barrilito's advice :). and yes i am new to community :)

      Let me tell you the business scenario and approaches that i had considered

      Scenario: If an agent receives an incident that require a work request(WR) creation for assets then, the agent should include the asset id and other required details to incident and trigger a WR creation in the external cloud application.

      Approaches:

      > A batch job to be run to bring daily updated asset data from external application to custom object of OSvC. Here since data is related to assets the list is really huge so my concern is even if i bring all data to custom objects in OSvC how efficiently the agent will be able to search and add data to incident record. Also there are dependent pick list fields related to assets.

      > Since the external assets application also has a portal, to allow agents to login to the portal from within agent desktop so that they can search for details and add it manually to incident record.

      What Business wanted was real time integration which will allow agents to search in external system and add value to incident.

      Thanks & Regards.

    • Barrilito van Dijk

      Hi,

      Thanks for the extra information. I guess both a page (as Sebastiaan mentioned) and an addin which I mentioned can be used here. Just try to think about how easy it will be for you to build either one and how that could fit in within a workspace and how your agents could use it (and if that would work well). Good luck.

      Regards

    • Danette Beal

      Hi Sindhuja,

      Welcome! Thank you for giving more detail on your use case! To piggy back on Barrilito's comment, we have a lot of members who are actively searching the Community for answers within the database. Giving some color to the usecase allows them to best match their particular scenario as well as help our experts (you have the best on this thread) understand your use case and they can tailor their responses to fit you. Please keep coming back and sharing your trials and tribulations and once you get going we'd love to have you answer a few questions too!

      If you need anything, please reach out to me directly.

      Regards,

      Danette, Community Manager