Policy Automation for B2C Service

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  • Chris Flemming

    Hi Scott, I think I need to see this in action to properly understand the issue. Are you able to share the details of an OPA Hub site and associated Service Cloud site that I can use to reproduce the problem? Via email is fine.


  • Scott Heidenreich

    Thank you for your reply, Chris.  The circumstance is selecting "Yes" after a submit button is clicked.  Then syncing, then returning to the interview on the device.  During sync, the incident last updated date/time is being retrieved mapped in from the incident after submit.  I'm using this to determine if the user has synced the model, and if so, trying to hide the screen with the submit button.  This is necesary, because if the user opens the interview and clicks the submit button again, it puts the model into the upload queue again, even though it was already synced and the mobile assessment marked as completed in OSvC.  Then the next time the user syncs, an error is thrown, resulting in the cryptic error occurred contact hub administrator.  But there isn't anything that an administrator can do, other than set the mobile assessment that was completed, to cancelled. This seems like a bug, as the user shouldn't be able to put a model that was already synced back into the upload queue.

    So to prevent this from happening, I'm checking to see if the incident last updated time has been retrieved from the incident, as I only allow the interview to do that after a sync back up to OSvC, and if the attribute has a value, then hiding the screen with the submit button on it, and showing a copy of the screen without the submit button, but with a message that the interview was already synced.

    However, after sync occurs, if the user again opens the interview, the screen with the submit button is still visible on the screen, as it was the last screen the user was on, rather than the screen without the submit button.  If however, the user clicks a back button from the screen with the submit button on it, then clicks next, the screens will switch off and on as intended.

    It would be very nice to be able to show the submit button conditionally.  It also seems that once an interview has been synced back to OSvC, the submit button should have no effect - the interview should remain completed.

    I also don't know how to get completed interviews off of the device. Cancelling them after they have been completed is a non-starter as we need the completed status. and leaving them on the device indefinitely isn't a good idea either, as they take up storage and the list will get crazy long over time.

  • Chris Flemming

    Hi Scott,

    In the mobile application when you press the submit button you should see a prompt asking whether you want to mark the interview for upload. If you select "yes" you will be returned to the assessments list page. If you select "no" you will not advance in the interview - the assessment must be manually marked for upload on the assessments list page. After syncing the completed interview you should be able to view the final screen if you return to the assessment.

    Regarding the model not reacting to information retrieved after submit until you press a button - what information is being retrieved and what are you expecting to happen?


  • Jasmine Lee

    This is the Policy Automation forum, so reasonable to assume that Annie is referring to the Policy Automation product ;)

    This question was discussed and resolved on the main OPA OTN forum here: How to create an entity instance programmatically


  • Cosimo Galasso

    Which Oracle product are you referring to?


  • Matt Sevin

    The OPA Learning Subscription provides excellent training from getting started with OPA through to more advanced usage and topics.  The learning subscription is regularly updated with refreshed training content and quarterly updates on enhancements and new features.


  • Thiyag

    Thanks Fiona for the assistance..

  • Fiona Guy

    Projects of significant size would follow these steps:


    Smaller pieces of work can be built by a single person in a few days, it depends what you're creating. 

  • Davin Fifield

    Yes, the OPA site name must be different from the OSvC site name. The most common pattern is to call the OPA site <CXsitename>-opa. E.g. For a CX site mycompany2.custhelp.com, use mycompany2-opa as the OPA site name.

    Yes, the OPA URL <opa-sitename>custhelp.com is the base URL that redirects to the OPA Hub login page.

    Once both sites are created, yes, follow the instructions in Chapter 11 of the Configuration Assistant documentation to connect your Service Cloud site to the OPA site.


  • Cy Routh

    Well, I stripped out all of the module-friendly wrappers from my map libraries so that they all get dumped into Global scope in the browser, and I combined all of my custom javascript (external libraries and interview extension) into a single file to avoid any module or asynchronous loading issues. That seems to have gotten us past the loading issues we were having (although it has presumably introduced some maintenance issues for later).

    There were still some issues (only on their server) due to some css from the map libraries being overridden by interviews.css. We were able to get past that by using OraclePolicyAutomationInterview.BatchStartOrResume with disableEnforcedStyling.

    Does anyone have a cleaner and less intrusive way to handle dependencies without a module loader but without having to hack external javascript libraries and while remaining module-friendly? There's got to be a better way.


  • Annie Fisher

    Yes I agree, anything undocumented is a risk.  I knew there was a reason I felt uncomfortable!

    I am still new to OPA and did not know about the customOptions extension, or rather I did not realise it worked in that way.  I had been tearing my hair out previously trying to get OPA to remember options selected from screen to screen (and back again) when using the customInput to add SELECT elements.

    Thank you for your advice, this has really helped.

  • Davin Fifield

    Anything not documented is not supported. So any future update could cause this approach to stop working!

    The currently supported approaches would be either:

    * A customOptions interview extension that returns the list options

    * A customInput interview extension that implements a custom control

    Is there a particular reason you don't want to do either of these?

  • Sebastiaan Draaisma

    Hello Gaston.

    I'm afraid you posted this topic in the wrong forum.
    This is the Oracle Service Cloud (OSVC) forum, a different Oracle product.

    My best advice is to mark this topic as solved and post a new topic in the BI Publisher forum

  • Andrew Higginbottom

    Since 19A you can make any attribute available for your extensions on any page, see


    UPDATE: Sorry, this provides read-only access so you won't be able to use setValue on those attributes.

  • Annie Fisher


    I've had this issue in the past.  I could not use the setInputValue method on a field that was not on the same screen, which is what you're trying to do.

    What I did to get around this was add the input field CRM_ID to the bottom of the same screen that has the Postcode field on it, and set its visibility property to Shown Never.  If unable to set the visibility property this way I would use an extension to do it via CSS.

    Hope this helps,