Views:

Scenario

In this example we are going to create a formula that will display a notification on the form for customers when they lodge a case via the support portal. This notification will tell them when they can expect a first response to their case. 

The SLA for cases is determined by what they select for Case Type:

  • Problem has a 2 hour SLA
  • Request has a 4 hour SLA
  • Question has an 8 hour SLA

Depending on what value they select in the Case Type picklist, an alert will show the customer the above information.

It is expected that you have read and understood the basic articles on how to configure a Decision Table. The primary goal of this article is about setting up a formula on the Portal and won't be going in to explicit detail on how to configure a Decision Table. If you need to read these articles first, you can take the free training course BPA - Decision Table Basicshttps://support.north52.com/training

Formula

Setup

  • Create a new formula, setting the following values in the Formula Guide
    • Source Entity set to Case
    • Set Formula Type to ClientSide - Perform Action
    • Select the Decision Table editor
    • Click the Create button
  • Name the formula Case - Portal - SLA Notifications
  • Expand the Source & Target section
    • Set the Source Property to Case Type on the Web - Create Case Events form
  • Expand the Deployment Settings section
    • Select the applicable website from the Portal Deployment list, in this example Customer Self-Service website is selected (Note: if a website is not available to select, please select N52 Commands > Refresh and reload the form
  • Click Save

Configure the Decision Table

This Decision Table will be relatively simple. It will simply evaluate what is currently set in the Case Type field and depending on the value selected set the approptiate notification.

  • Select cell A2, go to the Source tab and search for case
  • Expand the Source node
  • Select Case Type {Value}
  • Select cell A4
  • Expand the Case Type {Value} node
  • Select Problem
  • Select cell A5
  • Select Request
  • Select cell A6
  • Select Question

For each corresponding Action row we will use a SetFormNotification() function:

  • Select cell B4, go to the Functions tab and search for setform
  • Shift-click the SetFormNotification function to show the wizard
    • Friendly Name: Ignore this field as we will insert the function directly into the cell
    • Message: Type You can expect a response to your case within 2 hours
    • Level: Select ERROR
    • Unique ID: Type msg1
  • Select cell B5, and shift-click the SetFormNotification function to show the wizard
    • Friendly Name: Ignore
    • Message: Type You can expect a response to your case within 4 hours
    • Level: Select WARNING
    • Unique ID: Type msg1
  • Select cell B6, and shift-click the SetFormNotification function to show the wizard
    • Friendly Name: Ignore
    • Message: Type You can expect a response to your case within 8 hours
    • Level: Select INFO
    • Unique ID: Type msg1
  • The Decision Table should look like this:
  • Click Save, the formula is then bound to Case Type field on the Web - Create Case form on the Portal

Testing

In the standard Customer Self-Service Portal navigate to My Support and click on the Open a New Case button. Change the Case Type field to trigger the formula. 

Note: Sometimes the portal cache does not reflect the changes made by the formulas and you may need to clear the portal cache. Go to https://[your website domain]/_services/about and click the Clear Cache button 

When the Case Type is Question




When the Case Type is Request




When the Case Type is Problem


 

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