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Not able to add custom fields in ERMS attributes/ actions

former_member226908
Participant
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Hi All,

Not able to add a custom field as Attribute / Action in Define Repository. Any pointers will be highly appreciated.

Thanks,

Karthik


Accepted Solutions (1)

Accepted Solutions (1)

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Hi Karthik,

Could you please elaborate your requirement so that I can provide necessary suggestion?

Regards.

Deepak Ramchandran.

former_member226908
Participant
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Thanks Deepak the issue is resolved. The requirement was to add a custom field to Fact Based attributes and create Actions to route email to the custom field. We had a z class created from the standard for Attribute to store the field as Fact Base and new Z Action and service Ids were created to route to that field value. We created a new z class for the action service id as well and now its working fine. Apart from this we also need to add the new service IDs to Directly Called Services in Define Service Manager Profile

Former Member
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hy Karthik,
can you please explain in more details what you exactly did.

we are currently facing the same problem.

thanks in advance

br

Werner

former_member226908
Participant
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Hi Werner,

Sorry for the later reply,....was on a vacation

Our requirement was to add a custom field called Case Owner which can be used in place of the existing standard field Employee Responsible in email routing rules. Steps followed are as below:

Step 1: Go to the path: Customer Relationship Management -> E-Mail Response Management System -> Service Manager -> Define Services

Copy the services that you want to change. In our case it was FG_PROBLEM (standard Service ID used for Problem Record. This Service ID is responsible for picking ER as Fact Based information when email is received with Case Tag)

After copying gave a new Service Class so that it includes Case Owner as a Fact Based Attribute. (Ask the technical team to create a new Service Class from the existing Service class. This new Service Class must pick the new custom field as a Fact Based Attribute)

Step 2: Path: Customer Relationship Management -> E-Mail Response Management System -> Define Repository

Context: ERMS

Created new Attribute by copying existing Attribute PROB_RESPONSIBLE. In the Z Attribute created, added the new Service Ids created above under Fact Gathering Srvc.

In “XPath Expr.”, added a new user-defined XML entry to store custom field as a Fact Based Attribute. Ex. /parts/context/prob/<custom field>/text()

Next, we also had to create a new action so that emails are routed to this custom field instead of Emplyee Responsible.

Step 3: Path: Customer Relationship Management -> E-Mail Response Management System -> Service Manager -> Define Services

Copied existing Service ID AH_ROUT_PRB_RESP as a Z Service ID and gave the new Class to route to custom field instead of Emplyee Responsible. (Ask the technical team to create a new Service Class from the existing Service class. This Service Class must be able to route email to the custom field instead of ER)

Step 4: Path: Customer Relationship Management -> E-Mail Response Management System -> Define Repository

Context: ERMS

Select Actions from Dialog Structure

Copied existing Action IDs ROUTEPROBTORESP and created a new Action ID for routing to Custom field and gave the new service ID created above under Action Service ID.

Step 5: Path: Customer Relationship Management -> E-Mail Response Management System -> Define Service Manager Profiles

Select Directly Called Services from the Dialog Structure and added new Service Ids created in above steps. (Fact Based Service IDs should be before Rule Execution and Action Service ID should be after Rule Execution)

Step 6: In the web UI, changed the rule policies with the new Attribute and Action created.

This is the complete steps and will work fine.

Please let me know if there are any further questions and I will be glad to help.

Thanks,

Karthik

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