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    Rasheed Ahamed
    Show/Hide Title Bar based on Non-Native Relationship FieldAnswered
    Topic posted September 27, 2019 by Rasheed AhamedGold Medal: 3,500+ Points, tagged Browser UI, Service Console 
    30 Views, 2 Comments
    Title:
    Show/Hide Title Bar based on Non-Native Relationship Field
    Content:
    1. In the Incident Workspace I have a field called Service Account (service_id) which is a System Attribute of Incident that has a relationship with Organization(org_id) as a Parent ID. (Service Account = The Site/Organization for which the Activity will be performed)
    2. Organization object has a custom field called National Account(national_account) which is Yes/No field.
    3. There is a title bar at the top of my Summary Area of Incident Workspace which says National Account.

    I need to display that Title Bar only when the selected Service Account's national_account field is set to Yes. If it is No then I need to hide that Title Bar. Now,as the Service Account (basically a Incident field) is not directly associated with Organization, choosing Service Account's value is not reflecting any changes to Organization's Fields in the Workspace. So how do I play around with the controls of the Incident Workspace based on a field which is having a Non-Native Relationship with Incident.

    Note: Unfortunately we could not use the Organization object directly, as the Business Architecture expects a Contact to be associated with multiple organizations which is not possible as per the standard architecture of OSvC.

    Version:
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    Best Comment

    Rasheed Ahamed

    Hi Jens,

    Thanks for your valuable advice, we had to solve this through the Add-In (BUI Extension) and  by setting hidden fields as flags and wrote workspace rules when the named event fires based on the value  fetched from Organization custom field.

    Thanks,
    Rasheed

    Comment

     

    • Jens Lundell

      Hi Rasheed, since Incident already has Organization as a pre-defined parent you cannot add/interact with other Organization parents that you may have added. You may be able to do this through an extension, but be wary of the performance impact (see https://cloudcustomerconnect.oracle.com/posts/f8389ff37a for tips). Or maybe you can extract the National Account data into a custom object instead?

      Jens Lundell
      Oracle Service Cloud

    • Rasheed Ahamed

      Hi Jens,

      Thanks for your valuable advice, we had to solve this through the Add-In (BUI Extension) and  by setting hidden fields as flags and wrote workspace rules when the named event fires based on the value  fetched from Organization custom field.

      Thanks,
      Rasheed