Policy Automation for Service

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  • Julie F

    Thanks. I looked at all the example projects but only in a small window so missed it.

  • Annie Fisher

    Hi Julie,

    Take a look at the Loan Advisor sample project.  It has a pie chart embedded in it which you may be able to use.

    See https://documentation.custhelp.com/euf/assets/devdocs/cloud19b/PolicyAutomation/en/Default.htm#Guides/Policy_Modeling_User_Guide/Projects/Example_policy_models.htm?Highlight=example%20policy

    Cheers,

    Annie

  • Scott Heidenreich

    I found the answer here: https://documentation.custhelp.com/euf/assets/devdocs/cloud19a/PolicyAutomation/en/Default.htm#Guides/Policy_Modeling_User_Guide/Design_interviews/Use_HTML_in_interview_text.htm#Links

  • Scott Heidenreich

    Hi Thanks for your reply - I would like to avoid the first scenario you mention above as I have many many links to show on the screen.  The second scenario doesn't work.  It only shows the URL as text.

    Anyone know how to use an excel rule to create active links conditionally on the screen?

    Thanks,

    Scott

  • qi yipeng

    Thank you for giving me a good suggestion.

  • Brad Tuckett

    I've written up what I did in the attached Word document (using the StudentBenefits example) but the basic idea is:

    1. Create a new text attribute called "the interview name" and map it for output to the custom field you want.  Give it the name "int_name".

    2. On a screen, add the input control for "the interview name" and change the caption to match the name "int_name" (we could add a custom property if there’s multiple controls to deal with)

    3. Add a JS file (I called mine "int_name.js") with the following:
    
    OraclePolicyAutomation.AddExtension({
        fullCustomInput: function(control, interview) {
            if (control.getCaption() == "int_name") {
                return {
                    mount: function(el) {
                    },
                    update: function(el) {
                        control.setValue(interview.deploymentName);
                    },
                    unmount: function(el) {
                    }
                }
            }
        }
    });
    

    4. Run the interview.  When you move off the screen with the input (which is hidden since the mount/unmount does nothing) then you will see "the interview name" has the value of the deployment (switch to “Data” and filter by “int”)

     

  • qi yipeng

    Can you give me an example, or do you have related documentation? I don't know how to implement the interview extensions you said.

    Thank you,

  • Brad Tuckett

    The policy model name is not available as part of the policy model, but the deployment name (the name given when the policy model was deployed) is available via interview extensions if you are using a web interview.  Once you have an attribute mapped to the field of the custom object, then you could add a custom input extension on the submit screen that sets that attribute to the deployment name (you don't need to show this to the user).

  • Brad Tuckett

    Do you know which contact the incident is to be associated with?  You could write a rule that infers the primary contact id as a constant and map that inferred attribute.  Alternatively you could pass the primary contact id as a url parameter.

  • qi yipeng

    Hi, Jasmine Lee

    I have already done what you said. I have already connected the OPA to the service cloud and the connection shows a green icon. Also in this project, I changed the connection in the Mapping Settings and pointed it to my hub. This problem has caused me problems, I don't know how to solve it, so I can't do the next step.

     

  • Jasmine Lee

    There's a very useful page in the OPA documentation with example data mapping settings for OPA + Service Cloud.

    Data collected in an OPA interview can be displayed elsewhere in the OPA interview using substitution. There are other options, but this could be a good one depending on your use case.

    Displaying the data in the Incident itself (i.e. in a Service Cloud workspace or view) would require mapping the data from OPA to Service Cloud, and then exposing that mapped field on the Incident workspace in Service Cloud (this would be Service Cloud configuration).

  • Jasmine Lee

    If the OPA Hub and the Service Cloud site are connected, then in OPM you'd also need to edit the connection so that it's pointing to your Hub with your Service Cloud connection. This is done in Oracle Policy Modeling (OPM): 

    • Go to the OPM Data tab > Mapping Settings
    • At the bottom of the Mapping Settings window, there's an option to change the Connection. Click 'change' and it will ask you to log into your Hub, then you'll get a list of available connections from your Hub.
    • Select the Service Cloud connection.
  • Jasmine Lee

    I think that StudentBenefits demo example should just work if everything is set up correctly.

    Have you confirmed that your OPA Hub and your Service Cloud site are connected? You can check this by going to the Connections section of your Hub and seeing if your Service Cloud site is listed there, and whether the status is a green tick.

  • qi yipeng

    Hi, 

    I used the system project studentbenefits, and this problem has also appeared. Can you tell me how to solve this problem?

    Please give me some advice.

    Thnak you,

  • qi yipeng

    Hi, Jasmine Lee

    I am very glad that you can reply to me.

    Yes, I want to record the choices made by each customer during the opa interview and generate an incident. According to what you said, I can record data by mapping with objects in the service cloud, and display the records in the form of report. But now I want to display the choice in the opa interview interface of the client directly through the policy automation control in the workspace, that is, the choice of the opa interview made by the client is directly displayed in the incident in the oracle service cloud. Is there a way to do this in existing functions?

    Please give me some advice,

    Thank you,