Policy Automation for B2C Service

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  • Kurt Helfrich
    Interview information into incident as textAnswered16
    Topic posted October 5, 2016 by Kurt HelfrichGold Trophy: 10,000+ Points 
    Interview information into incident as text

    Noob warning: I'm doing my first OPA project.

    This is a simple project.  From the CP, a logged in contact fills out an interview to provide information in a bunch of mostly text fields and paste it into an incident.  It's a service request with some specific data that do not need to be made into yet more custom fields.

    The CP user may not be receiving the service or paying for the service, so I'm just collecting all the job site and billing info as text.

    I have looked at the information in the documentation and some other guides I found, but I don't see how I format and paste that text in.  Do I use OPA forms?  I don't want the interview data as an attachment; I want it as formatted text in the incident.

    Can someone steer me in the right direction?

    Service Cloud May 2016
  • Sheri Hastings
    How to Exit Service Cloud from Within OPA4
    Topic last edited September 13, 2016 by Sheri HastingsSilver Medal: 2,000+ Points 
    How to Exit Service Cloud from Within OPA

    Here are step by step instructions for exiting Service Cloud from within an OPA interview that is embedded inside Service Cloud:

    First of all why would you want to do this? 

    In my case I have a customer who is ONLY using Service Cloud as a portal for an OPA interview.  The patient logs into service cloud and immediately commences the OPA interview.

    For this application OPA serves as a  medical product selection tool that helps create a list of what the patient wants to sample or order.  The "order"  is later confirmed by an agent. (The advantages for my customer is that the agent does not have to go through the interview process with the patient and the order form created via the OPA interview is neat and standard. And in the back in there is a history of what has been recommended for this patient. The agent can just review the order form incident and then confirm it with the patient and then put that through the order workflow.  The advantage for the end user is that the simple interview creates the order form for them which will be confirmed by the agent.  No phone hold time. Also the explanations for the options are there for them to read/research  as quickly or slowly as necessary with pictures as needed.)

    The order form should  be created ONLY  by the patient herself, or her caregiver or her  caseworker). All of them will have the patient's login information which is just some simple information about the patient. (In this case HIPAA compliance is unnecessary since we are just recommending products based on interview answers and no pulled  information about the patient is visible to the interviewee.)   During the interview we ask who is completing the interview  (first and last name) and their relationship to the patient.  If someone other than the patient or her caregiver or caseworker logs on (for some unforeseen reason) with the patient's information we want explain that they are not eligible to create an order form and then give them a link that will take them out of service cloud completely.


    So How do you do it?

    1. Add a new label to the interview.
    2. Create the following html for the label:
        <b>  <a href ="http://<yourOsvc SIte>.custhelp.com/ci/openlogin/logout/app/home" target="_parent"> Click here to Exit</a></b>


    Note that the target=_parent is very important.
    OPA is running inside a parent service cloud  iframe and you cannot exit service cloud from OPA unless you reference the parent.

    In this case I just take them back to the login page... but you could go someplace besides home if you want.

    3. This label can be shown if some condition is met, if that is what you need. So in my case I show this (and only this) if the person completing the interview is someone other than the patient, caregiver or caseworker. 

    (Written with gratitude  to Chris Fellows who told me about the https:<sitename>/ ci/admin/login/logout URL )

    Service Cloud, Customer Portal, Connect May 2016
    Code Snippet:
  • Ruhul Amin
    Could not download the file...4
    Topic posted September 6, 2016 by Ruhul AminRed Ribbon: 250+ Points 
    Could not download the file Oracle_Policy_Automation_Cloud_Examples_Aug2015.zip


    Could not download the file Oracle_Policy_Automation_Cloud_Examples_Aug2015.zip

    The link is broken (file:///C:/bamboo/xml-data/build-dir/OPA1220-DOC-JOB1/OPA%20Cloud%20Service%20User%20Guide/Content/Resources/Files/Oracle_Policy_Automation_Cloud_Examples_Aug2015.zip).

    I was following the tutorial and at this point i could not progress.

    Install the widget

    A sample Customer Portal widget is provided and can be used to display an OPA interview. To install the sample widget, do the following:

          1.  Save the file Oracle_Policy_Automation_Cloud_Examples_Aug2015.zip.

    I googled a lot but could not manage the link.

    Please let me know the download link.





  • Sheri Hastings
    How to Remove the 2nd OPA Scroll Bar when using OPA in...45.0
    Topic last edited August 26, 2016 by Sheri HastingsSilver Medal: 2,000+ Points 
    How to Remove the 2nd OPA Scroll Bar when using OPA in Oracle Service Cloud

    I am posting this for those of us who are not HTML developers but who need to know how to remove the 2nd OPA scrollbar when OPA is running inside of Service Cloud. . This worked for me but  if any HTML developers are reading this and there is a better way to do it, that would be useful also,

    My customer,  was disturbed that there are two scroll bars, one for OPA and one for Service Cloud. Obviously I could just move some of the questions to additional screens but he did not want to do that either.
    I knew I would have to modify the OPA Widget but not being an HTML developer I was not sure exactly how.

    I researched it and what I ended up doing was modifying the iframe height in the view file  which worked just fine for my particular interview,

    I think I could also have added a noscrolling parameter but that is not supported in later HTML. There is also an overview parameter I also could probably have added but for me this simple height change was easier.

    Here is exactly what I did.
    1. Opened the following file in webdav:
    2. changed iframe height from 600 to 1000

    1000  was enough to fix the double scrolls issue for my particular interview.


    Service Cloud, Customer Portal, Connect
    Code Snippet:
  • Alastair Calderwood
    Custom control with ajax callbackAnswered25.0
    Topic last edited June 20, 2016 by Alastair CalderwoodGreen Ribbon: 100+ Points 
    Custom control with ajax callback

    I have created a PHP custom control with 2 fields and a button to retrieve a LOV from SvC and add it to a dropdown on screen. The data retrieval is via an ajax callback to another PHP class using GET. When tested standalone, the ajax "success" callback option executes and the dropdown is populated and this works in both Development and Production mode. However when added to OPA as a custom control, the control displays but the ajax "error" callback is executed. The text of the error is "Internal Server Error".

    Is there any security restriction on the use of ajax callbacks in OPA custom controls?

    Is there a way to log debug info / stack trace of the error in Production mode? I have tried to use FirePHP but this is not permitted on SvC.

    The relevant ajax code is attached.


    OPA 12 - May 2016
    Code Snippet:
  • Seguros Bolivar
    How to able OPA Workspace controlAnswered5
    Topic posted March 10, 2016 by Seguros BolivarGreen Ribbon: 100+ Points 
    How to able OPA Workspace control

    Hi everyone, 

    I am trying to use OPA Cloud with RN desktop but I can't see Policy Automation control in my workspaces. How I can show OPA workspace control in the workspaces?


    Thank you a lot!




    August 2015
  • Anuj Behl
    How to use screen relevancy with entities?Answered3
    Topic posted March 8, 2016 by Anuj BehlBlue Ribbon: 750+ Points 
    How to use screen relevancy with entities?



    I am working on an interview to collect some data from user and store it into a custom object in Oracle Service Cloud. The custom record would also be linked with OSC Incident record.

    Initially, I created attributes which were all bound to Global entity. I created some interview screens and wrote rules. According to my rules, some screens did not show up as the questions in them were not relevant to the interview goal. This worked fine.

    To map the collected data with OSC, I created an entity in OPA and moved those attributes within the entity. I placed the entity container on interview screens. The interview is collecting entity attributes on multiple screens. Now when I ran the interview, even the not relevant screens were shown to get the data. I checked the decision tab and even though the Goal was reached, system asked for all entity attributes.

    How do I make the screen irrelevant when using entities?


    (Attached sample project for this scenario)




    Policy Modelling Nov'15
  • Harriet Franklin
    "Try it" download the OPA Mobile App5.0
    Topic posted January 27, 2016 by Harriet FranklinBronze Medal: 1,250+ Points 
    "Try it" download the OPA Mobile App

    Curious about Policy Automation capabilities?  

    You can download the mobile app on the App store or Google play.  You will have access sample interview projects including:

    • Airline Cancelled/Delayed Flight Compensation, Business License Wizard and Energy Saver for customer self-service, Insurance Picker for tailored policy advice, Know Your Customer - for customer on-boarding

    These demonstrations are publicly available.  To access the OPA app:

    • Download on the AppStore / GooglePlay
    • To access the sample interviews, there is no need to connect to Server
    • When prompted to connect, skip that step.
  • Vikash Patel
    OPA Study material for CertificationAnswered1
    Topic last edited January 5, 2016 by Vikash PatelBlue Ribbon: 750+ Points 
    OPA Study material for Certification

    Hello Team,

    Can anybody help me regarding study material for OPA certification or any source media where I can download or view the set question for my preparation. As I am the new one for OPA interface.  

    appreciate your help in advance.   

  • Ian Hunter
    Best practice for capturing interview answers in incidentAnswered9
    Topic posted January 4, 2016 by Ian HunterRed Ribbon: 250+ Points 
    Best practice for capturing interview answers in incident

    Other than setting specific fields (subject, assigned, etc.), what's the most accepted way to capture specific answers to interview questions in an incident? For example, say I'm modeling an application that has many fields that do not need to exist as contact or incident fields, so they're not being created as custom fields. Where would I store that additional, non-field-based info?

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