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!

Hello George,



You can set up access rights for each channel in the feed section:

Best regards,

Bogdan

Hi Bogdan,

I updated access rights for only System Administrators to Read/Edit/Delete but Feed and all of its contents are still available to each of our users.

Feed is still viewable and editable regardless of the role our users are in. Are there any additional settings to restrict this access?

You can completely remove the Feed tab from a page by adding the following into the methods of the page: 

onRender: function() {
    this.callParent(arguments);
 
    var tabs = this.get("TabsCollection");
    if (tabs.contains("ESNTab")) {
        tabs.removeByKey("ESNTab");
    }
}

Ryan

Dear Mitch,

Thank you for your question!

You may find these links useful:

1. https://academy.creatio.com/docs/developer/elements_and_components/basi…

2. https://academy.creatio.com/documents/technic-sdk/7-16/adding-action-ed…

3. https://community.creatio.com/questions/how-add-custom-button-action-da…

4. https://community.creatio.com/questions/add-custom-buttons-actionbutton…

5. https://community.creatio.com/questions/how-add-button-mainheader-below…

6. https://community.creatio.com/questions/how-add-button-left-sections-pa…

Please note that this question is considered a development question, so we would recommend contacting your manager for more information.

Thank you!

Regards,

Danyil

Hello,

Here is code example of two methods that can be added on the edit page schema for your reference:

onCardAction: function(){

    this.callParent(arguments);

    var actionId = arguments[0];

    if (actionId=="save"){

        this.onSaveButton();

    }

},

onSaveButton: function() {

    var recordStatus = this.get("LookupCommunicationChannels").displayValue;

    var message="";

    var currentContactId = this.get("Id");

    if (recordStatus == "Email") {

        var esq = this.Ext.create("Terrasoft.EntitySchemaQuery", {

            rootSchemaName: "UsrDetailTest"

        });

        esq.addColumn("UsrLsOurAccount", "OurAccount");

        esq.addColumn("Name", "Name");

        esq.addColumn("UsrContact");

        esq.filters.addItem(esq.createColumnFilterWithParameter(this.Terrasoft.ComparisonType.EQUAL, "UsrContact", currentContactId));

        esq.getEntityCollection(function(result) {

            if (!result.success) {

                this.showInformationDialog("Data query error");

                return;

            }

            result.collection.each(function (item) {

                message += "Detail name: " + item.get("Name") +

                " OurAccount: " + item.get("OurAccount") + "\n";

            });

            this.showInformationDialog(message);

        }, this);

    }

}

Once you click "Save" button after filling the Registration Status, you will get message in the dialog window that contains the records from the detail. 

Best Regards,

Tetiana Bakai 

Hi Akshit,

Also add using the Terrasoft.Core.Entities namespace to your code as well as System, Terrasoft.Core.Factories and System.Runtime.Serialization namespaces.

Best regards,

Oscar

Oscar Dylan,

Thank you most of them are resolved only this persist.

Akshit,

You should also add the System.Data.IDataReader namespace to the code.

Best regards,

Oscar

Oscar Dylan,

Yes, I tried but it says IDataReader is not a namespace it's a type.

Akshit,

Hello Akshit,

reader.GetColumnValue<T> is an extension method defined in Terrasoft.Common. Add that as a using directive and it should fix your issue.

Ryan

Hi Celia,

The development of such a logic is redundant since the subject can be modified even if it's filled in with the subject of a template. You can manually remove the subject and fill it in with the value you need.

Best regards,

Oscar

Oscar Dylan,

Hi Oscar,

Thank you for your response!

Sorry, I should have clarified that what I need is  to delete it automatically.

Regards.

Celia de la Torre,

The answer remains the same: the development of such a logic is redundant since the subject can be modified even if it's filled in with the subject of a template. You can manually remove the subject and fill it in with the value you need.

Best regards,

Oscar

Oscar Dylan,

That's the thing, not having to delete it manually.

When user reply to an email, the subject is filled in automatically (regardless of whether a template is added or not). To force the user to change the subject when adding a new template, it is necessary to delete the subject (required field) for them to complete it.

It may not be a correct solution to my problem, but I can't think of another idea to force change the subject only in cases where a new template is added.

I welcome any new ideas with pleasure.

Thank you.

Hello,

For Mitel telephony it is not necessary to have BPM Messaging Service. The connector can be used alone. 

Regards,

Dean

Dear Mark,



You can use the Case Designer to configure case steps and their sequence.



Please find the Creatio Academy article about Case Designer workflows here. 



Best regards,

Bogdan.

Bogdan,

Thanks for your reply. I am aware of the process of using the Case Designer to add another stage in the process, and also the ability to group them, for which this entry is intended to be grouped with the Waiting for Response stage that already exists. It is the method of applying a pause to the SLA timer when a user puts a case in this stage that I cannot find how to do.

I looked at using a process, for when a case changes to that stage, but I cannot find a no-code method of pausing the SLA timer.

Do you, or anyone else know how to put the pause in place?

Anyone able to help?

Is this just not possible, as I cannot find anything in the process designer either

Dear Rahul, 



The processes are not triggered when you do direct inserts/updates in the database. Technically, it is possible to create a trigger in the database that would start a process for you upon the database insert. Else, you can try to achieve the similar functionality with the help of external applications.



Kind regards,

Roman

Roman Brown,

Thank you for your response Roman. I'll try working on this approach. 

Hello, 

Such error occurs when variables (ContactName, ContactPhone and ContactList) are not defined in the function, the code itself should be revised a bit. 

After adding 

var ContactName = Get<string>("ContactName");

var ContactPhone = Get<string>("ContactPhone");

.... etc

at the beginning of the Script Task element the process can be saved and published with no errors. 

Best regards, 

Anastasiia Zhuravel