Create a Second-Level Child Action for a Collaboration Action for Slack

The child of the Reply to Help Desk Request action in Slack would be the Submit Reply action. When a Slack user enters a message and clicks Submit Reply, the message goes to Help Desk.

Note:

You can use any other suitable action name instead of Submit Reply. Whatever action name you use is displayed in the Slack interface.

To create the Submit Reply child action to the Reply to Help Desk Request action:

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

   1. Action Details region:

      • Action Name: Submit Reply

      • Action Code: You can type any value of your choice here.

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

      • Action Type: Select Call an API from the drop-down list because it's calling a Help Desk API.

      • Action Method: Select Post from the drop-down list because you're creating a new message.

      • Display Sequence: Select 1.

   2. Request Details region:

      • Request Content Type: This field is populated automatically.

      • Request End Point: This field is populated automatically.

      • Request Payload: Add the following payload in this field:

        {"MessageContent": "[[MessageContent]]","MessageTypeCd": "ORA_SVC_INBOUND","ParentMessageId":[[ConversationMessageId]],"SenderAlternateId":[[$system.CollabResourceId]],"SenderFreeFormAddress": "[[$system.ExternalResourceDisplayName]]","MessageAlternateId": "[[$system.ExternalMessageId]]","recipients":[[$system.ConversationMessageRecipients]]}

   3. Response Details region:

      • Response Visibility: Select Public from the drop-down list.

      • Response Payload: Set the value to: {"text":"[[MessageContent]]"}

        This message content is also echoed to all the other SMEs in Slack, so they all can view the reply given by the first SME. And they can add on to it if required.

      • Response Type: Select User-Defined JSON Formatted Result from the drop-down list.

      • Response Content Type: This field is populated automatically.

   4. Add Action Attribute region:

      This page has only one attribute, which is Message Content because that's the only attribute for Submit Reply.

      • Ensure that you select the Included in Request switch.

2. Click Save.