Customize Copy

The copy help desk request function can now be customized to define which attribute values are copied or not and what the default values will be when the copy is complete.

Customizing the copy is especially helpful when you wish to remove the Queue or AssignTo value so that 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 customizations that can be done through JavaScript.

Steps to Enable

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

To customize the copy:

1. Under the Navigator, go to Configuration -> Visual Builder.
2. Navigate to Oracle CX HelpDesk UI Extension App -> helpdesk -> agent -> service-request-copy-start.
3. Click on the Variables tab.
4. Click on enableBeforeUpdate.
5. Set the value enableBeforeUpdate to true.
6. Click on the JavaScript tab.
7. Make the changes desired by adding a new PageModule function that returns the payload. For instance, you may 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 on 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 on the Diagram tab.
   3. Add Call Function and give it the name of your function from the JavaScript (e.g., "removeQueue").
      1. Under 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 / Name.
      2. Click on Payload.
      3. Select the Target of copyRequestPayload, and set the expression to $chain.results.changeCopyPayload or whatever name you chose in step 9.1.
      4. Click Save
   5. Finally, add a Return action.
      1. Give the step an ID / Name.
      2. Set Outcome to success.
10. Click on 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 certain that the change is working as expected.
12. Publish your changes.

Tips And Considerations

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

Key Resources

After this release is generally available, a video of how to configure this feature will be found at Help Desk - Oracle Video Hub.

Access Requirements

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