12Set Up Action Plans

This chapter contains the following:

You can associate action plans to service requests if you need to complete a a series of steps or a sequence of events to resolve SRs.

Agents can attach action plans to an SR using an administrator-defined template, or by adding individual actions. Actions can be required or optional tasks, activities, or appointments.

Action plans also provide:

  • A visual aid to see the progress of an action plan

  • Warnings for both the action plan and individual actions

To use action plans with service requests, you can set up actions, templates, and categories in Functional Setup Manager.

In Setup and Maintenance, select Service from the setup choice list. Action Plan appears as an option in the Functional Area list. If Action Plan isn't displayed, use the Change Feature opt in to activate Action Plans.

The following table shows the name and description of each action plan setup task.

Task Description Required

Manage Action Plan Profile Options

Manage profile options for action plans.


Manage Action Plan Actions

Create actions used in action templates. Actions can also be added as individual actions in SRs. You can specify the category, type, duration, and visibility for each action.


Manage Action Plan Templates

Create templates to group similar actions to be added to an Action Plan.


Manage Action Categories for Action Plans

Action categories are used to facilitate finding actions to add to templates or directly to an action plan.


Manage Template Categories for Action Plans

Template categories are used by agents to filter and find templates to apply to an action plan.


Manage Mapping of Action Plan Status Values

Manage the global setup for status configuration.

You can map task, appointment, or service request attributes to an action status at a global level. Action status mapping can also be done at the individual action level.


Use the Manage Action Plan Actions task to create and edit actions for action templates or individual actions used in SRs. In this task, you specify the category, type, duration, and visibility for each action.

To manage action plan actions, in the Setup and Maintenance work area go to the following:

  • Offering: Service

  • Functional Area: Action Plan

  • Task: Manage Action Plan Actions

Create a New Action

Here's how to create a new action:

  1. Click Create Action.

  2. Enter the action name.

  3. If you enabled business units or stripe codes, use the drop down lists to select the stripe code and BU.

  4. Select Category.

  5. Select the Action Type.

    Action types include:

    • Task

    • Service Request

    • Appointment

  6. Select the Action Visibility.

    Visibility options include:

    • Not Published - Only visible to the administrator. The action isn't available to add to a template and can't be added by an agent as an additional action.

    • Customer Visible - Visible to the customer when viewing the SR.

    • Internal Only - Visible internally only.

  7. Enter a numeric value for how long the task should take and select a unit of measure for the numeric value (days, hours, or minutes).

  8. Enter a description of the action and any pertinent details.

  9. If necessary, make edits on the Attribute Mapping or Status Mapping tabs. These are explained next.

  10. Click Save and Close.

Attribute Mapping Tab

Every action in an action plan has a related object (as in a task, appointment or service request) that's automatically created when the action starts.

The attribute mapping tab is where you setup the mapping of information from the action, parent service request, and user-defined values into the related object when it's created.

Mapped attributes come from the fields in the related object. Required attributes are automatically listed, and you can add optional attributes. The Mapped To columns show where the information comes from that populates the field on the related object.

Caution: If you map attributes incorrectly, the creation of the business objects during orchestration in Action Plans will fail.

Mandatory fields shown in the Required column. Additional fields may also be listed that can't be changed. For example, Activity Type displays Task if that action type is Task or defaults to Appointment if the action type is Appointment.

Here's how you add an attribute mapping:

  1. Click the Add icon.

  2. Select the field to be populated from the Attribute choice list.

  3. In the Mapped To column, select from where the fields must be populated. Choices are: service request, action, or a user-defined value.

  4. Depending on the attribute you selected in the previous step, enter free-form text to the box for free-form values. For service request or action, select the field from the choice list in the last column.

Status Mapping Tab

The related business objects created for actions can have different user-defined status values. However, they must be mapped into a new set of status codes for an action in an action plan. You can do this at a global level for all actions, or individually for one action if it has unique attributes. When a user updates an action, the status mapping rules determine how the status of an action updates on an action plan. For example, when a task is set to closed or completed, then the action status is completed.

Note: If you don't define the status mapping at the action level, then the default is the global status mapping.

For more information about the global action status configuration, see topic Manage Mapping of Action Plan Status Values.

You can use the Status Mapping tab on an action to override the global status mappings. For example, if the global rule is set to an action being closed when the status is complete, but instead you want it to be closed when it's canceled, you can override the global mapping so that the action closes when both conditions are met.

  1. Click the Status Mapping tab.

  2. Click the Add icon.

  3. Select a status from the Status choice list. This becomes the status that ends up on the action.

    Status options include:

    • Blocked

    • Completed

    • In progress

    Note: Apart from these three status values, you should not set up rules for any other status.
  4. Select an attribute from the choice list.

  5. Select an operator.

    Operators include:

    • Contains

    • Equals

    • Is null

    • Is not null

  6. Select a value for the status.

Dependencies Tab

When an action is added to a template, the Dependencies tab shows the template name. You use this to know what templates are impacted by a change to an action. If the action is in a template, you can also view and edit the template from this tab.

Note: Edits made to templates don't affect active action plans that use the template.

Action Errors Tab

The Action Errors tab lets you to recreate actions for users when there are errors in action attribute mapping. For example, if the attribute in an attribute mapping is mapped incorrectly, the Action Errors tab is displayed. From the tab, you can see all the action plans that the action is used in, and once fixed, the action plan actions can be recreated directly from this tab..

The Action Errors tab shows a table with the action plan number, action plan name, and the status details of the action.

Review the attribute mappings the action and correct the error. Once attribute mapping for the action is corrected, you can return to the Action Errors tab and click Recreate.

Edit an Existing Action

To edit an existing action:

  1. In the Manage Action Plan Actions task, select the template you want to edit.

  2. Edit the action.

  3. Click Save and Close.

The Manage Action Plan Templates task is used to create or edit templates that include multiple actions that must be completed to close an SR.

In the Setup and Maintenance work area, go to the following:

  • Offering: Service

  • Functional Area: Action Plan

  • Task: Manage Action Plan Templates

Create a New Action Plan Template

To create a new action plan template:

  1. Click Create New Template.

  2. Enter a name for the template.

  3. Select a category. Categories are available only if you set them up in the Manage Action Categories for Action Plan task.

  4. Select the type of business calendar for the duration and end dates of the actions.

  5. Enter a start date for the template.

  6. Enter an end date for the template (optional).

  7. Check Published to publish the template when it's ready for agents to use.

  8. Select a category. Categories are available only if you set them up in the Manage Action Categories for Action Plan task.

  9. If business units are enabled, select the business unit for the template.

  10. Enter a detailed description for the template.

  11. If stripe codes are enabled, select the stripe code for the template.

  12. Add actions to the template by clicking the Add icon in the Action Flow region of the page.

  13. On the Add Actions to Template page, search for the action to add by entering a name, category, or action type.

  14. Click Search.

  15. From the search results, add an action by clicking the Add icon for the action you want to add.

  16. Now, search and add all the actions you want to place on the template.

    • You may not see all actions. Actions can be limited by stripe and business unit.

    • You can delete actions from the Actions to Add pane by clicking the delete icon.

    • You can add the same action multiple times. For example, if the action is to obtain approval from two managers, add the action twice.

    • You can reorder actions using the arrow icons.

    • If you can't find an action, you can create actions. Click Create New Action.

  17. When you have added all the actions you want on the template, click Add to Template.

    On the Template page, the actions display in a list view. You can also view the template in a graphical view by selecting the graphic icon.

  18. In the Prerequisite column, set any prerequisites for each action in the template. Select the action row in the Prerequisites column and click the Add Prerequisites icon.

  19. Select the check box next to the actions that you want to make a prerequisite for the action.

    • For actions that have prerequisites, mouse over the prerequisite to show the names of the prerequisite actions.

    • Use the graphical view to see the order of completion for the actions.

  20. Actions are automatically set to mandatory in the Mandatory column. Deselect the check box to make an action optional.

    If an action is identified as Optional, the agent has the ability to skip the action if it does not apply to her specific action plan. Mandatory actions cannot be skipped.

  21. Click Save and Close to complete the template.

Edit an Existing Template

To edit an existing template:

  1. In the Manage Action Plan Templates task, select the template you want to edit.

  2. Make your edits.

  3. Click Save and Close.

Map Action Plan Status Values

Use the Manage Mapping of Action Plan Status task to create or edit global status mappings from related action business objects to an action plan. The global mapping can be overridden at the individual action level. For example, you can set an action status as complete when the related service request status is resolved or closed.

To manage mapping of action plan statuses, in the Setup and Maintenance work area, go to the following:

  • Offering: Service

  • Functional Area: Action Plan

  • Task: Manage Mapping of Action Plan StatusValues

On the Action Status Configuration page, select from the action types, Appointment, Service Request, or Task. You can edit the existing status, or click the Add icon to add additional status configurations.

Note: When assigning user-defined values, you can enter any value as a user defined value during attribute mapping. There's no validation performed on that value.

How You Edit Actions and Links

You can add actions, such as buttons and menu items, to detail pages, list pages, and so on. You can also create special fields, rendered as links, that are displayed with other fields throughout the application.

You can base an action on a script (a Groovy method that's defined on the object) or on a URL defined by a script. After you create an action, it can be exposed as a button or an option on the Actions menu. A button can perform an action or navigate the user to another page in the runtime application, or to another Web site. For example, you might want to include a button on a summary table, which users can click at runtime to create a new type of record from a selected row, such as escalating an existing "trouble ticket" to a more severe "case" that can be managed separately.

After you create a link, it can be selected as a field for display at runtime. For example, you might want to provide a static link from an overview page to a corporate Web site.

Edit Actions and Links

You add actions or links in two steps:

  1. Define an action or link for an object.

  2. Use Application Composer's work area configuration pages to add that action or link to a user interface page, such as a list page or details page.

You can also manage the Actions menu by hiding or showing menu items, rearranging the action groupings or display sequence, and managing the toolbar by hiding or showing icons and buttons. You can also configure the Actions menu and buttons in Create and Edit subtabs.

To define an action or link for an object::

  1. Sign in to Engagement Cloud as an administrator.

  2. Click Navigator > Configuration > Sandboxes. You can either create a new sandbox, or use an existing one and set it to active.

  3. After you activate the sandbox, open Application Composer.

  4. In the Application Composer, select CRM Cloud from the Applications drop-down list.

  5. On the main Overview page in Application composer, select a standard or custom object in the object tree..

  6. Select the Actions and Links node.

  7. In the Create Action or Link page, enter a descriptive name in the Display Label field.

  8. In the Type field, select either Action or Link.

  9. In the Source field, select either Script or URL.

  10. In the Script region click the New icon to build your script.

    • If the source is a URL, you can enter a static URL enclosed in double quotation marks. Or, you can define the URL by using the expression builder, which provides access to this object's fields to assist you in constructing the URL. .

      If this object has a parent or relationship with a source object, then optionally change the context to access another object's fields for URL definition. Any new functions that you create will be added to the Method Name choice list.

      If functions were already created for the object, then you can select one of them from the Method Name choice list. Object functions that are created elsewhere through other flows, such as server scripts, can also be used here. To switch the context to the object's parent or related source object, for access to the object's fields for the URL definition, check the Select alternative context check box

    • If the source is a script, you can either select a predefined object function from the Method Name choice list, or create a new object function using the expression builder. Any new functions that you create will be added to the Method Name choice list.

      If functions were already created for the object, then you can select one of them from the Method Name choice list. Object functions that are created elsewhere through other flows, such as server scripts, can also be used here.

      When creating custom actions based on a script for top-level custom objects, you can specify how you would like the action to conclude at runtime, after the script completes:

      • Save the record and return to the previous page - Select this option to save the record and close the page.

      • Save and edit the record - Select this option to save and continue working.

      • Do not save the record - Select this option to perform the action but don't save the record, and run the script only.

      Note: Use the "Do not save the record" option so that the custom action is available and the user can select the action in the UI pages. If you select the first two options, the user can't select the action button.

    Points to consider when defining actions:

    • If you define a custom action and expose it on a list, ensure that you include a check for active record row, and that the UI supports users selecting any record as the active row before invoking the custom action.

    • Do not create custom buttons to populate the mandatory or required fields on the UI. End users must enter the values in the mandatory fields manually.

  11. When finished, click Save and Close.

After you save actions or links, you can expose them on UI pages by configuring Application Composer options available in the Edit Summary Table page in the Pages node of an object. When displaying a link, you select it just as you select to display standard or custom fields. This is because, at runtime, the UI displays the URL link as if it's a field in a table.