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 spotlight user interface and have it behave as the primary point of contact field does.

Steps to enable and configure

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 (by checking the box or by dragging and dropping it into the list of fields to display.
9. Click on AffectedPartyPersonId.
10. Choose the template spotlightAffectedParty from the right-side pane.

This will show an affected party in the spotlight if one exists. It will also show that no affected party is present when doing a quick edit of spotlight fields, but will not allow you to change it.

If you do not wish for the field to show up when editing if it is not present, right click on the field and Go to Code to modify the display properties like so:

“{{$componentContext.enableInlineEdit ? ‘AffectedPartyPersonId’: null }}”

And, if you want the affected party to be inline editable when doing a quick edit of the spotlight fields, you will need to use the AffectedPartyAssignmentNumber with the Edit Affected Party With Smart Nav Fragment. In the code, the displayProperties will show as:

“{{$componentContext.enableInlineEdit ? ‘AffectedPartyAssignmentNumber’: ‘AffectedPartyPersonId’}}”

And, the fieldTemplateMap should contain the appropriate associated templates:

          “fieldTemplateMap”: {
            “AffectedPartyAssignmentNumber”: “/editAffectedPartySmartNavFragment”,
            “AffectedPartyPersonId”: “/spotlightAffectedParty”          }

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, so we recommend choosing the latter.

Affected Party Spotlight Fields and Templates

For Help Desk	Page	Spotlight	Use Field	Use Template
HR	Details	Show Only if not Null (no Quick Edit)	AffectedPartyPersonId	spotlightAffectedParty
HR	Details	Allow Quick Edit	AffectedPartyAssignmentNumber	editAffectedPartySmartNavFragment
Internal	Details	Show Only if not Null (no Quick Edit)	AffectedPartyPersonId	spotlightAffectedPartyWithoutHcmNav
Internal	Details	Allow Quick Edit	AffectedPartyAssignmentNumber

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;
  }

10. 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.