Hello!
I have encountered such problems, maybe someone knows how to solve them?

There is a configured queue and a process that processes a queue item.

 

 

The first problem is that when opening the Cases_FromPage page the Case state is not loaded into the progress bar

 

 

The second problem I encountered is that it is necessary to close the page automatically and terminate the process element so that the queue element is considered processed, but this problem is solved with the help of this request:

{
	request: "crt.HandleViewModelInitRequest",
	handler: async function(request, next) {
		this.applyMethods(request.$context);
		await next.handle(request);					
	},
	applyMethods: function(context) {
		let methods = {
			closeProcessElement: async function() {
				const state = window.history.state;
				if (state && state.isProcessCardInChain && state.executionData && state.executionData.isOpened) {
					const executionData = state.executionData;
					const result = await context.executeRequest({
						type: "crt.CompleteProcessElementRequest",
						processElementUId: executionData.currentProcElUId,
						$context: context
					});
				}
			}
		};
		Ext.apply(context, methods);
	}
},

 

But another problem arose when changing the Case stage, in this case manually, the page doesn't always close.

I noticed that this behaviour on those stages where DCM has elements of activity creation.

In my case here:

When changing the stage from Waiting for Evaluation to Evaluation, the page should have closed.

The crt.CompleteProcessElementRequest request was executed.

Who knows what could be the problem?
Thanks!

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1 comments

Hello,

 

Please contact our support team directly at support@creatio.com and make sure to describe each problem in a separate request so we could properly analyze and process these issues.

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Hi, on the agent desktop, the cases pulled from the queue and then canceled are only being displayed for the current operator(agent) that pulled them from the queue. The rest of the agents can't see them on their agent desktop.

 

How can I change it so that all agents will see the same cases uniformly on their agent desktop?

 

 

Thank 

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5 comments

Hello Shira, 

 

The mentioned situation occurs according to the OOTB logic and the configurations set for the Queues. As an example, if you have filter "Assignee is not filled in" for the queue then when the agent opens the case from the queue, it is being automatically assigned to the agent (expected behavior). 

 

For the case to be put back into the queue, the agent needs to press "re-queue" button. Also, let me mention, that the case won't be re-queued immediately, but within update frequency specified in queue's settings. 

 

Best regards, 

Anastasiia

But using the "re-queue" button is automatically putting the case at the beginning of the queue. I need the case to get back to the same position it was before it was pulled from the queue.

How can I do it?

Anastasiia Zhuravel,

 

But using the "re-queue" button is automatically putting the case at the beginning of the queue. I need the case to get back to the same position it was before it was pulled from the queue.

How can I do it?

Shira Shatz,

 

I would advise to check the following article in order to configure the desirable queue sorting:  https://academy.creatio.com/docs/user/service_tools/contact_center_tool…



By a default while clicking the [ Re-queue ] button (to put off processing the case), the [ Agent desktop ] section will be displayed again. The postponed case will be placed at the end of the queue regardless of the set record sorting rules in the queue.

 

By clicking the [ Cancel ] button (to cancel processing the case), you will as well return to the agent desktop and the case will be queued back to the same position it had before you started processing it.



More detailed information can be found here:

https://academy.creatio.com/docs/user/service_tools/contact_center_tool…

 

If the issue persists despite the mentioned above recommendations, please email us at support@creatio.com, so we will be able to check the corresponding configurations and advise in more details.

 

Best regards, 

Anastasiia

Anastasiia Zhuravel,

By clicking the [ Cancel ] button (to cancel processing the case), the case is displayed only to the operator that pulled it from the queue. This is what my problem is about. The main problem is that the same case that was canceled (let's say by me) will not be displayed for the rest of the agents on their agent desktops!

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We are trying to automate the assignment of user/agent(Operator) in Queue when a queue item is inserted from a object using C#. When we are trying to debug the code on object onInserted mode it is not hitting the breakpoint. 

Can any one help on this?

Quick Workarounds are appreciated.

Thanks!

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2 comments

Hi Nageswara, 

 

Firstly please check the "QueueItem" object and set up checkboxes according to your further events

If you activate this checkbox (on Updating as you need) you will see new field below which was generated automatically. The value of that generated field will be used as trigger for the object process. In your case the override method will be "IsInserted" , where your logic is implemented. 

 

 

Here is more information : 

 

https://academy.creatio.com/docs/developer/back-end_development/entity_…

 

Best Regards, 

 

Bogdan L

Bogdan Lesyk,

 

Thanks for the reply Bogdan,

 

We did the same thing here, but we are unable to debug the code in VS, We put a break point on method OnInserted() mode but it is not hitting the break point when a QueueItem record  is inserting, but somehow it is inserting in DB.

 

Can you pls help on this?

 

Best Regards,

Nageswar

 

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Hello all,

 

I am configuring an Agent Desktop that allows me to process emails and sort them into different queues based on what the email is in regards to. 

The process that runs for the queue opens an edit page and allows the user to view the email. I have added a business process to the page that users can launch to open another edit page but when I activate it, the page doesn't open. I can only see the process start in the business process tasks panel in the communications panel on the right side of the screen.

Is there a way I could start a business from the queue page and have the open edit page replace the email screen?

 

Thanks.

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2 comments

Dear Kevin,

 

Processes can start in the background and if they are they could behave like this. Please check that "Run following elements in the background" checkbox is unchecked for start element and the element that should open the page. You can read more about this checkbox here: https://academy.creatio.com/documents/technic-bpms/7-15/simple-start-event

 

Best regards,

Angela

Angela Reyes,

Thanks! that did the trick.

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Hi everyone, 

 

I would like to add my Cases (with certain filters) as an additional tab in Agent Desktop.

https://prnt.sc/pcrw94

 

The current tab "CASES" comes from the Queue section.

 

Thank you in advance!

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4 comments

Please create a new detail based on the Case object via Detail wizard. The article on the academy will be helpful for that:

 https://academy.bpmonline.com/documents/technic-sdk/7-14/creating-detail-wizards

Add a new tab and add the newly created detail to the tab via Section wizard. There is an opportunity to add filter to the detail via JS development. Please find the example in the article by the link below: 

https://community.bpmonline.com/articles/filtering-details-several-fields

Alina Kazmirchuk,

Hi Alina,



Thank you for your reply, it has given me an idea of how I can populate the tab once it's there. The problem however is that I cannot add a new tab. 

The only visible option is changing the fields to display https://prnt.sc/pcxsnw , it seems like the tabs are created in a very unique way. 

Yosef,

The related topic was discussed in the post by the link below: 

https://community.bpmonline.com/articles/agent-desktop-group-queue-items-queue-instead-entity

Alina Kazmirchuk,

Thanks again for the reply but it does not achieve what I want.

I want to create a new tab based on the *case Section*.



Another example to clarify my goal is to have a second tab that contains all the accounts. It has nothing to do with queues. (this is not my goal, this is an example)

If we look at the code from the link you send me we can see that "Queues" is being used: 

var esq = Ext.create("Terrasoft.EntitySchemaQuery", {rootSchemaName: "Queue"});

I am trying to avoid this. 

 

Hopefully this clarifies my goal.

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