Policy Automation for B2C Service

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    Amy Barnett
    Error Saving Contact ???
    Topic posted November 2, 2017 by Amy BarnettRed Ribbon: 250+ Points, last edited November 2, 2017 
    111 Views, 6 Comments
    Title:
    Error Saving Contact ???
    Content:

    Hello all-

    Needless to say, this is my first interview, and it isn't a simple one overall, (from my perspective at least), but I am not seeing where I can configure to allow this as we will obviously have known customers visiting our portal and going through OPA interviews..... we can NOT deploy this to PROD with current error.   I tried to reach out to support and they told me they didnt know if it was a defect or a setting and if I could not provide THEM with documentation proving it should work, they would consider it a configuration issue and on me to figure out :( :(   So here I am polling the OPA community.....

    The interview is in a tst site, and it is set to allow anonymous and known CP users to complete the interview.  However, if a user who is already a known user/email in our OSvC database tries to complete the interview and submit their information with their known email address, we are getting the following error:
    "Error saving Contact.  Check you have provided a valid email address that is not in use by another user."

    Any help with this would be IMMENSELY appreciated.

    Thanks,

    Amy

    Version:
    OPA Aug 2017, & OSvC May 2016
    Image:

    Comment

     

    • David Ritchie

      Hi Amy,

      we've had some problems with OPA, including something like what you've described. We're still waiting to promote our first live interview.  However I do have this part of our interaction working.  I think for a Customer Portal user the person has to already be logged in through your login mechanism.  We use a SAML 2.0 iDP in our own environment but whatever mechanism you use should work, if it is Oracle's out of the box setup.  Do you have a login process in front of your OPA interview?  Otherwise a user could potentially make updates to a contact's details by simply knowing their email address.

      I know this isn't a great answer, and if you give more details I will try and help more.

      Cheers,

      Dave

    • Amy Barnett

      Hi David-

      Thank you for the reply.  On this particular site we do not have a user login required, or the one we have is very, very, very seldomly used.  This interview doesnt really update contact information, rather it creates a service cloud incident with contact information for one of our care agents to review and update.  This will evidently be a problem for us if there isn't a work around or other method available.  :(  We were hoping to deploy once we found a way to fix this.  This is my last barrier to deployment.

      Thank you again--

      Amy

    • Davin Fifield

      Hi Amy,

      A contact does need to be logged in to update information about themselves using an OPA interview. Otherwise anyone could put in someone else's email address and change that person's data or log a misleading incident on their behalf.

      Davin.

    • Amy Barnett

      Hi Davin-

       

      Thanks for the reply as well (I'm in London currently), but I guess I am confused here.  Standard Service Cloud webform functionality operates in the exact opposite of this.  Any user can submit a standard OSvC web contact form, and if they are an existing contact, it simply creates a new incident and associates it to that contact record.  So should we be more concerned with standard OSvC functionality then?  It is very difficult for he team to comprehend the blocker via OPA since other Oracle cloud platforms allow this.  

      Alternatively---are there any workarounds you can suggest?  This (other than translating a few bits of custom text) is literally one of the last blockers to us going "live" this week with OPA.

       

      Thanks,

      Amy

    • David Ritchie

      I'm interested in this too because I had the exact same thought when I first started working with OPA almost a year ago.

      You could save the email address as a field other than the contact.email field and then when the incident is created use a custom process to take the contact and assign it to the real contact if it exists or create the new contact and incident if it does not.  I haven't done this so I don't know if there will be pitfalls in this approach.

      Thanks,

      Dave

    • Davin Fifield

      With regular OSvC it's up to you I guess. Because you can potentially update any data related to a contact with an OPA interview, OPA does require the contact to be logged in before submitting *any* information associated to the contact, including creating/updating incidents.

      The approach Dave suggests should work -though, do some post-processing on the data submitted anonymously via the OPA interview to match it up and copy it across to the contact you want it on.

      I'm not a Service Cloud customer portal expert: but I believe you can use your facebook account to login for example, so it should be pretty easy for most people.