Policy Automation for B2C Service

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  • 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,


  • Davin Fifield

    Hi Bruno,

    Here are the steps:

    (1) Mark the OPA attribute you want to store the value in as seeded from a URL parameter

    (2) Map that attribute onto the OSvC custom object field you want to submit it into

    That's it! No need to ever show it on any screen.




  • Chris Flemming

    Hi Scott,

    Updating the app to a newer version without anything else changing should not result in problems (re)starting an interview or syncing a completed assessment. If this is indeed happening then please provide us with further details and we can investigate.

    When a mobile assessment has been synced down to the device but not started, the data for the assessment is not updated when the associated policy model is updated on the hub. If you make input mapping changes to your policy model this may result in the interview failing to load. It is possible to force the mobile client to redownload the data for an assessment by changing its status in Service Cloud from "In Progress" back to "Open". Note however that this will blow away any input that has been saved for partially completed assessments.

    For a mobile assessment that is partially completed, checkpoints are used to save the interview state and work the same way they do elsewhere. There is an option in policy modeling to allow invalid checkpoints to be resumed: http://documentation.custhelp.com/euf/assets/devdocs/cloud19b/PolicyAutomation/en/Default.htm#Guides/Policy_Modeling_User_Guide/Checkpoints/Allow_invalid_checkpoints_resumed.htm?Highlight=checkpoint

    Completed assessments on the mobile device that have not yet been synced will be unaffected by an update to the policy model. 


  • Chris Flemming

    Hi Scott, thanks for your question. There are a few points I am working on confirming in order to give you a comprehensive response. I will have a response for you tomorrow.


  • Scott Heidenreich

    Yes, that helps. Thank you.  I didn't realize that to get to that setting I needed to click on the gutter space around the interview screen in the Styles page. 

  • Steven Robert

    There are a few ways to do this, depending on what you are after:

    1. Provide a contextual link - enable users to click on a link to click on a link and open in new tab

    2. Use a custom control or interview extension to render a customer portal page displaying the answer inline - for a quick and dirty example - try inserting a Label, type Custom, and insert a link to your answer as the url https://***.cushelp.com/app/answers/detail/yyy

    3. Use an approach similar to that suggested by Scott whereby an answer is mapped in via reference data. This may require additional effort to ensure that the text is rendered with html tags as expected.

  • Jasmine Lee

    From the screenshots, it looks like the concatenation rule doesn't have the conclusion style set. If so, this would certainly cause a problem.

    I'm going try uploading the example project again. That's probably the easiest way for you to see how it's meant to work. If the forum won't let me attach the project, I'll send you a private message so we can sort out another way for me to get the example to you.