Understanding Response-Related Updates
The questions configured on the customer service request type can be set up to perform related updates when the start / stop / transfer service request is processed and / or completed.
A response-related update can store the response value in a specific attribute or characteristic on objects such as Person, Account,Premise, SP and SA. In other cases, the the response value can be used to derive the actual value to store on a particular attribute (e.g. when the attribute is a foreign key to an admin table or a lookup).
The base product provides a CS Request Type Related Update business object (C1-CSRTRelUpd) for configuring response-related updates. Refer to the business object configuration in the application for more information
The following describes the functionality that this business object supports:
Related Update Entity Defines The Object To Update
A response-related update specifies a Related Update Entity, which identifies the maintenance object (i.e. Account, Person, Premise, etc.) and the specific part of the object to update - i.e., table field, characteristic or a custom element in the CLOB/XML.
Related Update Entity is an extendable lookup (C1-CSRTRelUpdEntity) that has several base-supplied values, to support updates to fields and characteristics on Person, Account, Premise, etc.. Your implementation can add other objects to update by adding values to this lookup.
Response-Related Updates Are Staged For CS Request Processing
Response-related updates are staged into the CS Request Person / Account / Premise or directly on the CS Request, so that all updates to each object are done at the same time - i.e. when the CS Request transitions to a specific status. For instance, with a Start Service Request, the Person(s) and Account are updated when the request transitions to the Service Processing state. An algorithm on that state transitions the CS Request Person and CS Request Account staging records, that will in turn, update the Person(s) and Account. The CS Request SA records are also created and transitioned at that point. The CS Request Premise(s) are transitioned when the CS Request is transitioned the Completed state. Updates to SP attributes and characteristics need to be staged directly on the CS Request, as there is no staging object for SP.
Each response-related update specifies a Processing Algorithm that is responsible for staging the update on the applicable CS Request staging object. The base product provides processing algorithms for the Related Update Entities that are supported in base. Refer to the algorithms types for the CS Request Type Related Update - Process algorithm entity, for more details.
Staging Related Updates
The Stage Related Updates plug-in on the CS Request Type (BO) is responsible for invoking a customer service request type's response-related updates. It reads the Response-Related Update configuration and invokes the associated CS Request Type Related Update - Process algorithms.
The Stage Related Updates plug-in spot is invoked using a common service script, Process Related Updates (C1ProcRelUpd).
When a self-service start / stop / transfer request is finalized, an enter algorithm on the service task's Service Processing state calls the Process Related Updates service script before transitioning the CS Request (that in turn, transitions CS Request Person, Account, etc). Refer to the Self-Service Start/Stop/Transfer Task (C1-SSStartStopXferServiceTask) business object, for details on this lifcycle processing.
Enabling Response-Related Updates
- Determine the Related Update Entities that your implementation needs to support:
- To use the base-provided Related Update Entities, configure the CS Request Type Related Update - Process algorithm instances for the specific fields and / or characteristics that should be updated from the responses.
- Configure any additional Related Update Entity lookup values and develop the corresponding CS Request Type Related Update - Process algorithms for them.
- Identify the CS request type questions that will trigger response-related updates.
Configure a Response-Related Update for each of these questions, specifying the applicable
Related Update Entity and Processing Algorithm.
Refer to Setting Up Response-Related Updates for more details.