11Setting Up Communications
Setting Up the Twilio Security Endpoint
This topic discusses how to enable and set up the Twilio security endpoint for text message communications.
Text communications through Twilio is an optional feature provided in Oracle Functional Setup Manager (FSM) . Before configuring this feature, you must first enable it.
Enabling the Twilio Integration
Access FSM by selecting in the navigator.
Select a PSCR offering such as Public Sector Permits or Public Sector Planning and Zoning.
Click the Change Feature Opt In link.
Click the Features icon for the System Administration functional area.
Click the Enable check box for the Text Communications through Twilio feature.
Note: You can deselect the Enable check box to disable the Text Communications through Twilio feature.
Configuring the Twilio Security Endpoint
Once the Twilio integration is enabled, you can configure the Twilio security endpoint on the Manage Twilio Security Endpoint page.
Access FSM by selecting in the navigator.
Select a PSCR offering such as Public Sector Permits or Public Sector Planning and Zoning.
Select the System Administration functional area.
In the Show field, select All Tasks.
Select the Manage Twilio Security Endpoint task.
On the Manage Twilio Security Endpoint page, enter information for the following fields:
Page Element
Description
URL
Enter the URL to access Twilio’s token endpoint. This should include the host and the context root information. Use the sandbox endpoint for testing and then use the live URL when you go live.
Security Policy
Select the applicable token from the drop-down list.
Username
Enter the API client_id value for your Twilio endpoint account.
Password
Enter the Twilio endpoint API secret code for your Twilio endpoint account.
Click Save and Close to save the configuration and return to the Setup page.
Delivered Communication Events
Oracle Public Sector Compliance and Regulation delivers a robust registry of communication events that are triggered by transactions and processes within the application. You can view a partial list of communication events and descriptions in this topic.
The delivered communication events are found on the Communication Events page ().
Ad Hoc Communication Resource
| Event Name |
Communication Description |
|---|---|
| Ad Hoc Communication Event |
An ad hoc email or notification was sent. |
For more information on ad hoc communications, see Working with Ad Hoc Communications.
Communication Record Details
| Event Name |
Communication Description |
|---|---|
| Web Form Response |
Notifies agency staff that an applicant responded to a web form questionnaire. |
For more information on web form questionnaires, see Working with Application Communications.
Expiration Communication Resources
| Event Name |
Communication Description |
|---|---|
| About to Expire Permit Expired Permit |
Generates a notification when a permit is about to expire or expired. For example, when the permit is about to expire or expired, the agency staff and the contact listed on the application receive a notification. |
| Permit About to Expire Based on Inspection Commencement Permit Expired Based on Inspection Commencement |
Generates a notification when a permit is about to expire or expired due to inactivity, because the first inspection hasn’t been scheduled or passed. For example, when a permit is about to expire or expired due to inactivity because the first inspection hasn’t commenced, the agency staff and the contact on the application receive a notification. |
| About to Expire Planning and Zoning Application Expired Planning and Zoning Application |
Generates a notification when the planning application is about to expire or expired. For example, when the planning application is about to expire or expired, the agency staff and the contact listed on the application receive a notification. |
| About to Expire Pre-Application Expired Pre-Application |
Generates a notification when the pre-application is about to expire or expired. For example, when the pre-application is about to expire or expired, the agency staff and the contact listed on the application receive a notification. |
For more information about permit and planning application expiration, see Expiration Overview and Working with Application Expiration.
| Event Name |
Communication Description |
|---|---|
| About to Expire Business License Expired Business License |
Generates a notification when a business license is about to expire or expired. For example, when the business license is about to expire or expired, the agency staff and the contact listed on the application receive a notification. |
| About to Expire Business License Consultation Expired Business License Consultation |
Generates a notification when a business license consultation is about to expire or expired. For example, when the business license consultation is about to expire or expired, the agency staff and the contact listed on the application receive a notification. |
For more information about business license and business license consultation expiration, see Viewing Business License Expiration.
Fee Communications
| Event Name |
Communication Description |
|---|---|
| New Fees Due |
When agency staff manually adds a new fee, the applicant receives a notification that new fees have been assessed and are due. |
For more information on manually adding a fee item, see Working with Fees and Payments.
Generic Alert Resource
| Event Name |
Communication Description |
|---|---|
| General Alerts |
Text was created to appear in the banner of the Agency Springboard or the landing pages for anonymous and registered users. |
For more information about generic alerts, see Defining Alerts.
Inspection
The following events are provided for permit inspections.
| Event Name |
Communication Description |
|---|---|
| Final Inspection Passed |
Generates a notification when an inspector submits the final inspection for a permit with a passing result. For example, when an inspector submits the final inspection for a permit with a passing result, the permit technician or applicant receives a notification. For more information about performing inspections, see Overview of Mobile Oracle Inspector for Permits. |
| Inspection Canceled |
Generates a notification when the applicant or agency staff cancel an inspection. For example, when the applicant or agency staff cancel an inspection, the applicant, inspection contact, inspector, and inspection supervisor can receive a notification. For more information, see Managing Inspections for an Agency and Managing Inspections for a Permit.
Note: This event is also triggered when the permit associated with an inspection is withdrawn or expires.
|
| Inspection Complete |
Generates a notification when the inspector completes an inspection and submits the inspection results or when inspections are updated from Scheduled to Completed status. For example, when the inspector completes any inspection and submits the inspection results, the applicant or agency staff receive a notification that the inspection is complete, regardless of the inspection result. For more information about performing inspections, see Overview of Mobile Oracle Inspector for Permits. |
| Inspection ETA Updated |
Generates a notification when the inspector updates the estimated time of arrival at an inspection site. For example, when the inspector updates the estimated time of arrival at an inspection site for a scheduled inspection, the contact at the inspection location receives a notification. For more information about performing inspections, see Overview of Mobile Oracle Inspector for Permits. |
| Inspection Requested |
Generates a notification when an inspection has been requested. For example, when an inspection request has been created, the permit technician can receive an email notification. For more information about requesting inspections, see Requesting Inspections. |
| Inspection Rescheduled |
Generates a notification when the applicant or agency staff reschedule an inspection. For example, when the applicant or agency staff reschedule an inspection, the applicant, inspection contact, inspector, and inspection supervisor can receive a notification. For more information about rescheduling an inspection, see Assigning Inspections Using the Supervisor Calendar and Requesting Inspections. |
| Inspection Scheduled |
Generates a notification when an inspection has been scheduled and assigned to an inspector. For example, when the inspection has been scheduled and assigned to the inspector, the inspector and inspection contact can receive an email notification. For more information about assigning an inspection, see Assigning Inspections Using the Supervisor Calendar. |
Oracle Intelligent Advisor Anonymous Results
| Event Name |
Communication Description |
|---|---|
| Anonymous Results Save |
The anonymous public user receives an email with the results of recommended permits after submitting the permit guide questionnaire. |
For more information about the Permit Guide for anonymous public users, see Setting Up the Landing Page for Anonymous Users.
Payment History Resource
| Event Name |
Communication Description |
|---|---|
| Payment Received |
A successful payment triggers a notification configured using an email template. |
Permits Workflow Communications
| Event Name |
Communication Description |
|---|---|
| Workflow 001 Workflow 002 Workflow 003 Workflow 004 Workflow 005 |
These delivered events are not associated with specific actions in the Public Sector system. Instead, they are generic events that are delivered for use with workflow. For example, you can use these events when configuring workflow to send notifications related to permit status changes. When you set up workflow in the Oracle Integration Cloud, you implement notifications by creating a workflow event that sends an event name, template name, and permit ID to the communications center. The communication center then takes care of sending the notification. |
Planning and Zoning Workflow Communications
| Event Name |
Communication Description |
|---|---|
| PNZ Workflow 001 PNZ Workflow 002 PNZ Workflow 003 PNZ Workflow 004 PNZ Workflow 005 |
These delivered events are not associated with specific actions in the Public Sector system. Instead, they are generic events that are delivered for use with workflow. For example, you can use these events when configuring workflow to send notifications related to planning application status changes to applicants and owners. When you set up workflow in the Oracle Integration Cloud, you implement notifications by creating a workflow event that sends an event name, template name, and planning application ID to the communications center. The communication center then takes care of sending the notification. |
Plan Review
The following events are provided for plan reviews.
| Event Name |
Communication Description |
|---|---|
| Plan Review Completed or Canceled |
Generates a notification when a plan review is completed or canceled.
Note: This event is also triggered when the permit associated with a plan review is withdrawn.
|
| Plan Review Finalized |
Generates a notification when a plan review is finalized. |
| Plan Review Ready To Finalize |
Generates a notification when a plan review is ready to be finalized. |
For more information about plan review communications, see Managing Manual Plan Review Cycles and Managing Electronic Plan Review Cycles.
User Profile Notifications
The User Profile Notifications resource provides the following events.
| Event Name |
Communication Description |
|---|---|
| User Account Information Changed |
Notifies a public user when the user's account is updated by agency personnel. |
| Contractor License Verification Failed |
Notifies a public user that the contractor's license could not be verified. |
| Contractor License Verification Pending |
Notifies a public user that the contractor's license verification is pending. |
| Contractor License Verification Passed |
Notifies a public user that the contractor's license has been verified. |
| Law Enforcement Verification Failed |
Notifies a public user that their status as a member of law enforcement or a judicial agency could not be verified. |
| Law Enforcement Verification Pending |
Notifies a public user that verification for being a member of law enforcement or a judicial agency is pending. |
| Law Enforcement Verification Passed |
Notifies a public user that verification for being a member of law enforcement or a judicial agency is complete. |
| License Verification Failed |
Notifies a public user that the license could not be verified. |
| License Verification Pending |
Notifies a public user that the license verification is pending. |
| License Verification Passed |
Notifies a public user that the license has been verified. |
| Welcome Business Profile |
Sends a welcome notification and instructions to a permit applicant who creates a new business profile. |
| User Profile Information Changed |
Notifies a public user when the user's profile is updated by agency personnel. |
| Welcome Personal Profile |
Sends a welcome notification and instructions to a permit applicant who creates a new personal profile. |
User Trust Account Notifications
The User Trust Account Notifications resource provides the following events.
| Event Name |
Communication Description |
|---|---|
| Trust Account Verification Failed |
Notifies a public user that the trust account could not be verified. |
| Trust Account Verification Pending |
Notifies a public user that the trust account verification is pending. |
| Trust Account Verification Passed |
Notifies a public user that the trust account has been verified. |
Setting Up Communication Templates
Communication events trigger delivery of different communication types to various users. The agency defines the content and recipients using communication templates.
Agency users add, modify, and delete communication templates on the Communication Event Details page.
The communication events themselves are delivered with Oracle Public Sector Compliance and Regulation. For a partial list of the available communication events, see Delivered Communication Events.
Adding Communication Templates
Select in the navigator.
Click the row on the Communication Event page for which you want to add a template.
On the Communication Event Details page, click Add in the Communication Template grid.
On the Communication Template Details page, enter values for the following fields:
Page Elements
Definition
Notes
Code
Enter a unique identifier code for the communication template.
To make the code unique, Oracle recommends that you create it using a portion of the communication event name. For example, you might use SUB01 for the email template of the Application Submit communication event. This is because communication template codes must be unique across all communication events. If you create a communication template for one event that has the same code as a template for another event, you will receive an error when you try to save it.
Name
Enter a name for the communication template.
Channel Type
Specify the type of communication that this template generates. Values are:
Alert: Generates text that is displayed to users when they log in to the application.
Email: Generates an email that is sent to users.
Emails and Notifications: Generates both an email and a notification with the same message.
Notification: Generates a notification that appears when users click the notification icon in the application.
Text: Generates a short message service (SMS) text message that is sent to users. Currently, the text channel type is available only for ad hoc communications. Text for events will be supported in the future.
The fields that are available to define on this page vary depending on the channel type that you select.
Visibility
Select which type of user can see this communication. Values are:
Account owner
Agency staff only
This field does not appear for the Alert channel type.
Enabled
Turn this switch on to activate the communication template. When this switch is turned off, the application does not generate the communication when the associated event is triggered.
Start Date Time and End Date Time
Enter the time period for which the alert is displayed.
These fields appear only for the Alert channel type.
MIME Type (Multipurpose Internet Mail Extensions type)
Select the format of the email that this communication template generates. Values are:
HTML
Text
This field does not appear for the Text channel type.
Notification Priority
Turn this switch on to display notifications generated by this communication template at the top of the notification list.
This field appears only for the Emails and Notifications and Notification channel types.
User Can Delete
Turn this switch on to enable users to delete notifications generated by this communication template from their notification lists.
This field appears only for the Emails and Notifications and Notification channel types.
Add Attribute
These fields enable you to insert variable attributes into your communications. You select the field and the attribute that you want to insert in that field, and click Insert to enter a variable for that attribute.
For more information, see Using Attributes in Communication Templates.
Add Grid
Add a grid with attributes from a related resource in the message body.
This button appears only for the Emails, Emails and Notifications, and Notification channel types, and the MIME type must be HTML.
For more information, see Using Attributes in Communication Templates.
Remarks
Enter any additional information about the communication template.
These remarks are not included in the generated communication.
From
For the Email and Emails and Notifications channel types, enter the email address of the person or organization who is sending the generated email.
For the Text channel type, select the phone number of the person or organization who is sending the generated text message from the drop-down list. The numbers are retrieved from Twilio, a third-party messaging service.
To
Enter the email addresses, user IDs, or phone numbers of the people or organizations that you want to receive the communication.
Enter email addresses in the Email section for the Email and Emails and Notifications channel types; user IDs in the Notification section for the Alert, Emails and Notifications, and Notification channel types; and phone numbers in the Message Attributes section for the Text channel type.
Cc and Bcc
Enter the email addresses of the people or organizations that you want to receive a copy or blind copy of the communication.
These fields appear only for the Email and Emails and Notifications channel types.
Subject
Enter a brief description of the purpose and content of the communication.
This field appears only for the Email, Emails and Notifications, and Notification channel types.
Message Body
Enter the main body text of the communication. This is a required field.
You can enter only plain, unformatted text for the Alert channel type, the Text channel type, and the Email and Emails and Notifications channel types using the Text MIME type.
You can enter rich text, links, and images for the Email, Emails and Notifications, and Notification channel types using the HTML MIME type.
Click Save.
Modifying Communication Templates
Select .
Click the row on the Communication Event page for which you want to modify a template.
Click the row in the Communication Template grid that you want to modify.
On the Communication Template Details page you can:
Click Clone to create a copy of the communication template.
Update the communication template field values.
Note: You cannot edit the Code or Channel Type fields.
Click Save.
Deleting Communication Templates
Select .
Click the row on the Communication Event page for which you want to delete templates.
Click Edit in the Communication Template grid.
Select the check boxes next to all of the communication templates that you want to delete.
Click Delete. You will be prompted to confirm the permanent deletion.
Using Attributes in Communication Templates
You can add attributes to your communication templates when defining the recipients and content.
You insert attributes into your communication templates on the Communication Event Details page, which you access by selecting an event from the list on the Communication Event page.
Adding Predefined Variable Attributes
When you create a template, you can insert variable attributes into the message recipients and body. Predefined variable attributes are available to use for communications associated with any event.
On the Communications Event Details page, go to the Add Attributes fields.
Select the field and the attribute that you want to add to the field.
Click Insert.
For example, if you select Body and the Permit ID attribute, and click Insert, the ${Permit ID} variable is inserted into the Message Body field of the communication template. When the application generates a communication using the template with the variable attribute, the permit ID that is associated with the triggered communication event is inserted into the body text.
Here’s an example of a letter template and the output:
| Example Expressions with Variable Attributes |
Output |
|---|---|
| Dear ${Payer First Name} ${Payer Last Name},
Thank you for your payment of ${CommunicationUtils.formatNumber(${Payment Amount},’9,999,999.99’)} for permit ${Permit Id}, which was received on ${CommunicationUtils.formatDate(${Payment Date})}.
If you have any questions please contact the office between 9:00 a.m. and 4:30 p.m., Monday through Friday. |
Dear John Smith,
Thank you for your payment of $835.00 for permit REM-2017-000035, which was received on 15-AUG-2017.
If you have any questions please contact the office between 9:00 a.m. and 4:30 p.m., Monday through Friday. |
The communication engine supports the following predefined functions for variable attributes in your templates.
| Function |
Description |
Variable Attribute |
Output |
|---|---|---|---|
| Current Date |
Returns the system date in the agency time zone without the time. |
${Current Date} |
For example, 2016-04-25. |
| Current Date Time |
Returns the system date in the agency time zone with the time. |
${Current Date Time} |
For example, 2016-04-25 23:44:52.0. |
| Format Number |
Formats the number to the given format. The formats supported are Java Number Formats. |
${CommunicationUtils.formatNumber(Amount, '9,999,999')} |
For example, 46,064. |
| Format Date and Time |
Formats the date and time in the agency time zone with the given format. The supported formats use Java Simple Date Format. |
Example 1: ${CommunicationUtils.formatDate(${Creation Date},'yyyy-MM-dd HH:mm:ss')} Example 2: ${CommunicationUtils.formatDate(${Creation Date})} |
Example 1 output: 2019-11-22 20:04:00. Example 2 output: 11/22/19 8:04 PM. |
| Format Amount |
Formats the amount into the default local currency format. |
${CommunicationUtils.formatAmount(${Amount})} |
For example, $1,345,667.00. |
| Link |
Provides the hyperlink from the message. |
Input is expected to be the link URL and label that you want to display: ${CommunicationUtils.setLink(${Url},${Label})} |
For example, Setting Up Communication Events. |
Inserting Additional Attributes in Templates
Some attributes are available across resources for you to use when creating templates. You can insert a grid in the message body that contains the additional attributes. This option is available only for events in the Permits Workflow Communication resource. Formatting is not supported for related resource attributes.
The data for the attributes are displayed in the generated communication as a table. To add the grid to your template:
Select in the Navigator.
On the Communication Event page, select an event in the Permits Workflow Communication resource for which you want to add a template.
Click Add in the Communication Template grid on the Communication Event Details page.
Set up the communication properties as described in Setting Up Communication Templates.
You must use the Emails, Emails and Notifications, or Notification channel type, and the MIME type must be HTML to render the grid in the generated communication.
Click Add Grid.
On the Define Grid Attributes page, select up to 5 attributes that you want to appear in the generated table. The attribute source name appears on the page.
Click Insert Grid in Message.
For example, if you select the Fee Description, Fee Item, and Fee Record attributes, and click Insert Grid in Message, the following is inserted into the Message Body field of the communication template:
${CommunicationUtils.insertGrid('publicSectorFeeCommunications','Fee Description,Fee Item,Fee Record','${FeeDescription},${FeeItemId},${FeeRecordKey}')}
Each attribute name is displayed in the generated email or notification as a column title, and record values populate each row. If you want to change the order of the columns, you can manually move the attributes around in the template.