Can I define which values I want to be copied when copying a help desk request?

Yes, you can change what attributes are carried over when a help desk request is copied. Defining the values you want copied is helpful when you want to remove Queue or AssignTo so the request is routed as a new help desk request. It can also be used to set a value for a calculated field or any other changes that can be done through JavaScript.

Anyone with access to the Visual Builder Studio development workspace for Help Desk can make these changes.

To learn more about extending your application using Visual Builder, visit Oracle Help Center > your apps service area of interest > Books > Configuration and Extension.

Note:

Be cognizant of removing or changing fields that are required or have limited values within the APIs or database rules, validation rules.

For a how-to video presentation showing how to configure this feature, see Removing Attributes from the Copy Function on Video Hub.

To Change What Values are Copied:

1. From the Navigator, go to Configuration > Visual Builder.
2. Navigate to Oracle CX HelpDesk UI Extension App > helpdesk > agent > service-request-copy-start.
3. Click the Variables tab.
4. Click enableBeforeUpdate.
5. Set the value enableBeforeUpdate to true.
6. Click the JavaScript tab.
7. Make the changes by adding a new PageModule function that returns the payload. For example, you can define something like this:

   
   var PageModule = function PageModule(){};
   
   PageModule.prototype.removeQueue = function(payload){
   
   delete payload.QueueId;
   
   delete payload.AssignTo;
   
   return payload;
   
   }
   
   return PageModule;

8. Click the Action Chains tab.
9. Create an Action Chain.
   1. Create a new action chain and provide a descriptive name such as changeCopyPayload.
   2. Click the Diagram tab.
   3. Add Call Function and give it the name of your function from the JavaScript (like, removeQueue).
      1. In Input Parameters, click Payload.
      2. Map the payload to the variable copyRequestPayload.
      3. Click Save.
   4. Next add the action Assign Variables.
      1. Give the step an ID or Name.
      2. Click Payload.
      3. Select the Target of copyRequestPayload, and set the expression to $chain.results.changeCopyPayload or whatever name you chose for the Action Chain.
      4. Click Save.
   5. Add a Return action.
      1. Give the step an ID or Name.
      2. Set Outcome to success.
   6. Click the Event Listeners tab.
      1. Create a Custom Event Listener for beforeCopy.
      2. Add the Action Chain.
      3. Go to the Action Chain.
10. Click the Event Listeners tab.
    1. Create a Custom Event Listener for beforeCopy.
    2. Add the Action Chain.
    3. Go to the Action Chain.
11. Preview to make sure the change works as expected.
12. Publish your changes.