Affected Party Spotlight Template

Help Desk Agents can now view the affected party in the spotlight area by using a new template provided for the spotlight area. If quick edit is enabled, the affected party can also be added or changed in the spotlight area as well.

This feature provides an easier way of adding the affected party field to the user interface and have it behave as the primary point of contact field does. 

Steps to Enable

For HR Help Desk:

  1. Under the Navigator, expand Configuration, and click on Visual Builder.
  2. Click on the Layout tab.
  3. Navigate to Customer Experience (CX)  -> Help Desk  -> HrHelpDeskRequests.
  4. From the Rule Sets tab, select HRHD Detail Agent Flow.
  5. Click on HRHelpDeskRequestsLayout on the left middle panel.
  6. Duplicate the layout and give it a name, such as HRHelpDeskRequestsAffectedPartyLayout.
  7. Click Duplicate.
  8. In the newly copied layout, add the AffectedPartyPersonId field.
  9. Click on AffectedPartyPersonId.
  10. Choose the template spotlightAffectedParty from the right-side pane.

For Internal Service Requests Help Desk:

  1. Under the Navigator, expand Configuration, and click on Visual Builder.
  2. Click on the Layout tab.
  3. Navigate to Customer Experience (CX)  -> Help Desk  -> InternalServiceRequests.
  4. From the Rule Sets tab, select SR Detail Agent Flow.
  5. Click on InternalServiceRequestsLayout on the left middle panel.
  6. Duplicate the layout and give it a name, such as InternalServiceRequestsAffectedPartyLayout.
  7. Click Duplicate.
  8. In the newly copied layout, add the AffectedPartyPersonId field.
  9. Click on AffectedPartyPersonId.
  10. Choose the appropriate template from the right-side pane, which can include the HCM Navigator or not:
    1. spotLightAffectedPartyTemplate  -> This template contains the HCM navigator link.
    2. spotlightAffectedPartyWithoutHcmNav  -> This template has no HCM navigator link.

Note that only those Help Desk service representatives with access to HCM pages can make use of the HCM navigator link.

Tips And Considerations

To display the Email 

To add the email address into the AffectedParty card, follow below steps for both ISR and HRHD:

  1. Navigate to helpdesk  -> agent  -> service-request-detail  -> service-request-detail-start
  2. Select Variables tab.
  3. Click on internalServiceRequests.
  4. From right pane click on the Events tab.
  5. Click on + Event Listener.
  6. Click on Create Page Action Chain.
  7. Click Select to create the action chain.
  8. Click on the Code Button.
  9. Add the following code to the run() method of the action chain to populate spotlightAffectedPartyEmail and display EmailAddress for AffectedParty.
if (event.diff.AffectedPartyPersonId) {
        const response = await Actions.callRest(context, {
          endpoint: 'oracle_cx_helpdeskUI:crmRestApisListPage/getall_helpdeskContactsLov',
          uriParams: {
            fields: 'EmailAddress',
            onlyData: true,
            q: "PersonId=" + $base.variables.internalServiceRequests.AffectedPartyPersonId,
          },
        });
        $base.variables.spotlightAffectedPartyEmail = response.body.items[0].EmailAddress;
  }
  1. Preview and Publish the Changes.

Key Resources

After this feature is generally available, a video showing how to configure your environment and a demonstration of the functionality will be found on Oracle Video Hub: Fusion Help Desk.

Access Requirements

No new privileges or roles are required to use this enhancement.