Configuring Custom Events For Oracle Platforms

Configuring Custom Events For Oracle Platforms

Alert
This information is only applicable for Oracle integrations.


This article will cover how to implement an extension to allow for a Workflow to be triggered via a custom event such as (button, link, etc.).

When to use

Experience Cloud enables an ability to invoke a workflow via an outside system trigger event, such as a button on a workspace and streamline processes such as allowing for Agents to trigger an external system lookup into ordering systems or to escalate an incident to a 3rd party system.


How to implement

The steps to implement are:
  1. Configure a workflow within Experience Designer.
  1. Configure and implement an Oracle extension (downloadable from this article)
  1. Configure Oracle B2C Platform with the appropriate trigger mechanisms.


1. Create Workflow

Please see article on how to create a Custom Event Workflow.


2. Download, modify and deploy the Oracle B2C extension

Download the extension: om_custom_trigger.zip (See attachments at the end of article)
  1. Modify the extension for your deployment environment. The only part that should be modified is the config object. This contains an array of events to listen to and the data fields to capture when executing a PopFlow.

Each configuration object is made up of 3 parts:
  1. oracleEvent - This is the event that is being listened to within the OSvC workspace.
  1. popflowEvent - This is the name of the PopFlow that should be invoked when an event is detected.
  1. fields - These are the fields that should be captured.

Notes
 Use Oracle’s BUI field mappings for more information on how to get the field names. Field Name Mappings
 

New functionality has been added in the configuration section of the om_custom_trigger.html.
  1. You can now find a new configurable property called domBindingTypes.
  2. The new property will allow the extension to bind to DOM events when interacting with the Workspace Control. Once bound, the propagated events will now be detected by PopFlow.
  3. This in turn can execute any PopFlow workflow.
Let's take the following configuration as an example
  1. let configs = [
  2.    {
  3.        "fields": ["Incident.Subject"],
  4.        "popflowEvent": "Custom Event 1",
  5.        "domBindingTypes": ["focus"] // <== the new property
  6.    }
  7. ];
When the extension is installed and configured properly, the extension will bind to the Workspace controls defined in the fields property. In this case we are binding to the Incident.Subject control. 

The type of bindings will be defined in the domBindingTypes. In this example, we want to trigger a PopFlow when a focus event is propagated on the Workspace control. 
Demonstration of the focus event firing


This will in turn run the workflow defined in the popflowEvent property. 

What type of DOM bindings can I do?

Any type of DOM bindings are allowed, but the recommended ones are focus, blur, change, and click.

  1. let config = [{
  2.    "oracleEvent": "Event1", // modify to the triggered named event in the Oracle workspace
  3.    "popflowEvent": "Custom Event1", // modify to the custom event you want to trigger in PopFlow 
  4.    "fields": ["Incident.IId", "Contact.Email.Addr", "Contact.CId"] // modify this to add or remove workspace keys that you want to capture a value for popflow to use
  5. }];
  1. In your Oracle instance, go to Site Configuration > Add-In manager. Install the om_custom_trigger.html as a Workspace Extension.

3. Configure Oracle

  1. Add it to the workspace - In order for the extension to work properly, you will need to add it to the workspace that you intend to use. Find the workspace and drag the extension onto the workspace using the Insert Control > Agent Browser UI Extensions options via the ribbon options.
  2. Add the event - An event needs to be added to the workspace that matches the oracleEvent value. In this example, we are going to add this event via a button.
  3. In the workspace, add a button dragging it onto the workspace via the Insert Control in the ribbon.
    1. Then click on the button and go to Rules in the ribbon.
    2. Click on Add Rule.
    3. Add the A button is clicked rule and click on Next.
  4. You can add a condition if needed, but in this example, we will not need one. Click on Next.
  5. Now add the Fire a named event action.
  6. In the bottom panel, click on the named event link. Add the event value used in the oracleEvent configuration. Click OK and then click Finish.


You have now just added a button that will fire an event. You can now test the workspace and the button. If wired correctly, it will trigger the configured PopFlow to run.


Troubleshooting

  1. Double-check that the casing of the event name and workflow name match exactly to what is configured / created.
  2. Be sure that the extension is installed and on the correct workspace.
  3. Make sure that the CRM profile has access to the workspace or has the workspace assigned to them.


    ​
    Still can’t find an answer?
    Send us a ticket and we will get back to you.

      • Related Articles

      • EOL Announcement: Harmony Horizontal Media Bar within Oracle Fusion CRM

        Impacts Oracle Fusion Service aka Oracle B2B CRM The information covered in the article below is only applicable for OpenMethods Harmony Media Bar within Oracle Fusion Service (Oracle B2B) EOL Announcement: Harmony Horizontal Media Bar within Oracle ...

      • Harmony Interactions: Call Recording

        This information is only applicable for Oracle integrations using InContact and the legacy "Media Bar" client. When to use Use this activity when you would like to Start or Pause the InContact recording feature. Required You have InContact Hub or ...

      • Screen Pop Activities: Create Workspace

        Overview The 'Create Workspace' activity allows you to create a new entity for 'Contacts', 'Incidents', 'Task', 'Org' and 'Answer' in Oracle Service Cloud. You can set the value of the newly created entity by adding the 'fields' while configuring the ...

      • Screen Pop Activities: Open Workspace

        The following is applicable to Oracle Integrations Overview The 'Open Workspace' activity allows you to open the existing entity 'Contacts', 'Incidents', 'Task', 'Org' and 'Answer' in the Oracle Service Cloud. You can change the value of the selected ...

      • Screen Pop Activities: Pop Screen

        The following activity is only compatible with Oracle Redwood aka Oracle Fusion. Overview The 'Pop Screen' activity in Oracle Engagement Cloud enables you to either create a new resource or open an existing one, specifically for: Account Case Contact ...