Summary

The Interaction application has been developed to act as the gateway and triage Table to most self service process record types within Servicely.  As a result, when you develop a new application and want to have a central entry place, it is often desirable to enable Interaction functionality for the new application.  To enable interactions to be used for other applications, it is a relatively quick process, but requires a specific set of steps to step it up initially. It should be noted that before any of this occurs, you need to make sure that the Interaction application has been deployed on your instance.

Application Properties

One of the initial steps is to introduce two properties used by interactions that by themselves do not really do much in terms of functionality, but without them it will not allow you to reclassify a record.

The first of which is the interaction.out_of_band_enabled.<lowercase_name_of_target_table> application property (e.g. interaction.out_of_band_enabled.incident).  This determines if the when you reclassify a record from an interaction → target record if it should run the out of band classifier automatically.  It should be noted that the classifier name will need to match the Table name.  If you set this as true, it will run the out of band functionality, otherwise it will not and the record will only attempt to run any sofi classifiers (if there are any) when you go to the target record.

The second of which is the interaction.role_required_to_action.<lowercase_name_of_target_table> application property (e.g. interaction.role_required_to_action.incident). This essentially determines what the minimum role is to action the target record.  All this essentially does is determine if it will redirect you to the reclassified record when created or not and requires the name of a role.

Set up the required choice

The next step is to add a choice value to the work type field on the interaction.  This can be done by adding the choice to the choice group InteractionWorkType.  It should be noted that the choice key must match the Table name.  For example, enabling the ITSM Request table for Interactions needs the choice key ITSMRequest.

Reclassification Field Map

When this has been done, you can configure what fields are carried over from the interaction and where they will go via the reclassification field map functionality.  To utilise these records effectively, the existing records can be used as a guide, however the important things to note are as follows:

• The source table needs to be Interaction.
• The target table will need to be the target table that you want to create from the interaction.
• Any workflow changes for the resolve interaction button do not take place automatically, but instead are done via a reclassification field map record.
• The classify interaction button will use any record that does not have the unique map field populated.
• The resolve interaction button will use any record that has the unique map field value of FirstContactResolved.

Application specific restrictions

If for whatever reason records need to be restricted per application, it is recommended to use the existing restricted group field. This field will restrict visibility to anyone but administrators and people are part of the group(s) entered.  Although you can modify the Table record restriction and permissions to fulfil this requirement, this method will be easier to maintain in the future.