Create a Child Action for a Collaboration Action

A child action is an action within the main collaboration action.

For example: For the Collaboration on Service Request action, you would create a Reply to Service Request button as the child. The Reply to Service Request button is a child of the first message received in Microsoft Teams from Redwood Service Center about needing help with an SR. Along with the message, some basic information about the SR is shared.

Note:

You can use any other suitable action name instead of Reply to Service Request . Whatever action name you use is displayed in the Microsoft Teams interface.

To create a child action for a collaboration action:

1. Sign in as an administrator.

2. Navigate to the Setup and Maintenance work area and select the Service offering.

3. Open the Tasks panel tab.

4. Search for and click the Manage Collaboration Actions task.

   The All Collaboration Actions page opens in a new tab.

5. From the displayed list of existing collaboration actions, click the action for which you want to create a child action.

   The collaboration action opens, and its name is displayed in the navigation pane.

6. Click the plus symbol next to the name of the collaboration action.

7. Specify all the details for the child action as explained in Create a Collaboration Action. Considering the example of the Reply to Service Request button, you would specify the following details:

   1. Action Details region:

      • Action Name: Reply to Service Request

      • Action Code: Specify a value of your choice. For example: reply-to-sr

      • Business Object: Select Conversation Message from the drop-down list.

        That's because we're creating a conversation message under the SR.

      • Action Type: Select Open a Dialog from the drop-down list.

   2. Request Details region:

      The Request End Point is populated automatically, so you don't have to change anything here.

   3. Response Details region:

      You can leave this page blank. That's because clicking the Reply to Service Request button would show a message text box in Microsoft Teams. And you're not sending a response message from Service Center to Microsoft Teams.

   4. Add Action Attribute region:

      Here, you would add only one attribute, which is Message Content.

      • Attribute Name: Select MessageContent from the drop-down list.

      • Data Type: Select String from the drop-down list.

      • User Interface Component: Select Text Area from the drop-down list.

      • Select the Included in Request switch.

8. Click Save.

Note:

Instead of clicking the Reply to Service Request button, the subject matter expert (SME) can also reply by clicking the native Reply action. The SME must mention the app in the format @AppName in the native Reply. Here, AppName is the name of your company's Microsoft Teams app created for Service Center. When the SME mentions your app in this format, your app adds their reply as a message on the request.