CA Service Management

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Customization on detail_sa_user_route.htmpl

  • 1.  Customization on detail_sa_user_route.htmpl

    Posted 09-26-2018 12:58 PM

    Hello ,

     

    There is a requirement to add more fields on this form which will be opened field(string) for Employee. Employee will enter such fields and will pass these fields to Support Automation Live Assistance Analyst either in seperate field or as user chat like category, description and localization is showing.

     

    I have added fields on this form but dont know how to pass those fields to the live assistance in analyst view. Even I have tried to add properties for Categories (request/incident) and entering values at the time of generating live Chat option from employee screen. But those properties values are not showing anywhere for Analyst Live assistance session.

    We want to achieve this by any of the method (either adding more fields and passing to Analyst Live Assistance session- preferably, or by passing category properties values.

     

    Any ideas please.

    Thanks

    MM



  • 2.  Re: Customization on detail_sa_user_route.htmpl

    Broadcom Employee
    Posted 09-26-2018 02:31 PM


  • 3.  Re: Customization on detail_sa_user_route.htmpl

    Posted 09-26-2018 04:44 PM

    Thank Paul, but document does not solve our purpose.

     

    We need to pass fields values before launching employee live chat to analyst live assistance.

     

    Thanks & Regards

    Mayur Malhotra



  • 4.  Re: Customization on detail_sa_user_route.htmpl

    Broadcom Employee
    Posted 10-05-2018 01:50 PM

    mayur.malhotra.1 

    Unfortunately, Support Automation provides limited customization options, most are outlined here:

    https://docops.ca.com/ca-service-management/14-1/en/using/support-automation/customizing-live-assitance-pages



  • 5.  Re: Customization on detail_sa_user_route.htmpl

    Posted 10-05-2018 02:00 PM

    Thanks Paul,

     

    Anyhow, I am able to populate custom fields in chat.

    Do you have any info from where ,session name ( user name) is populating in live assistance. Our client is using same employee userid but for different users.

     

    So we have given custom field in employee screen to enter username and we are able to pass this information in chat option and we want to pupolate this user name in session name rather than CA SD  employee id login name.

     

    Thanks & Regards

    Mayur Malhotra



  • 6.  Re: Customization on detail_sa_user_route.htmpl

    Broadcom Employee
    Posted 10-11-2018 02:01 PM

    Mayur,

     

    I'm sorry to say that Support Automation doesn't have the ability to process any information from custom fields.