[nfrishling]

Hi  Leah,

Narain and I work on the same team and just thought Id add my findings.

Ive noticed that adding some logic in dxATGetItemResolutionsDB to get resolutions from, for example, a configuration seems to work.

Sample configuration:

 

 

Sample code update:

 

 

dxATGetItemResolutionsDB:{[itemID;transition] / lookup transition info 
                              trns:.at.transitions[transition]; / lookup the resolutions for this queue (empty if queue isn't final) 
                              queue:trns[`to]; 
                              queueInfo:.at.queue[queue]; 
                              isFinal:queueInfo[`statetype]=`final; 
                              resolutions:`isDefault xdesc `name xasc select from .at.resolutions where queueName=queue, enabled; 
                              alertName:first exec alert from dxATItemCurrent where dItemID=first itemID; 
                              resolutionOverride:select from .uc.getActiveParamValue[`AT_RESOLUTION_ALERT;`] where ATName=trns[`actionName],queueName=queue,alertTypeName=alertName ,enable; : $[all(isFinal ;queueInfo`showResolution;count resolutionOverride) ; 
                              select name,displayName from resolutionOverride; isFinal & queueInfo`showResolution; 
                              select name, displayName from resolutions; 
                              ([]name:"s"$();displayName:()) ] }

 

 

 

Outcome in the dashboard for alert1 and alert2 respectively, while other alerts that are not configured have the same dropdown as before.

 

Exported activity log after submitting custom resolution

 

 

Note on the above when selecting multiple items to transition. Different alerts for  the same queue/actionTracker can be selected and  transitioned at once. In this event dxATGetItemResolutionsDB is passed the itemID associated with the first alert selected and will display the dropdown relevant to that specific alert.

 

In a similar manner Ive also managed to

• Get resolutions to appear on non-final states by adding a condition where isFinal and queueInfo`showResolution (appears that show resolution cannot be saved for queues which are not final) are not required to be true
  • Resolutions on non-final states appear to not show in the activity log on the alert due to having actionType =`transition dxATActivityLog. Updating this value in dxATGetItemHistoryDB to `resolution where a resolution is populated makes it appear in the UI. This was done to display the resolution for the earlier non final transition in the activity log export above.
• Have the transition from state to also be considered. E.g New ->InProgress to offer different resolutions compared to Referred-> InProgress

The above two related points are also something we are interested in for a different piece of work.

Could the above config override type of solution be ok until a change is released?

 

[nfrishling]

Thanks for your response Sam, thats very helpful.

 

A further question for point 1 Ideally we would also like to have the names available in the dropdown appear as full names rather than just a login.

Assuming we had the user details relating to each login stored somewhere would it be possible to use this in the dropdown display when transitioning/reassigning?

 

To point 3 -The dropdown lists may vary depending on which transition is selected, or if reassign is selected, so just the current queue information would not be enough to correctly filter the list. As you suggested I could use the configured transition analytic to automatically reassign this item to a group or user in the correct group in the event that a user has made an invalid selection from the dropdown.

If there is no way to ensure the dropdown list contains only valid selections or a validation failure message provided to the user so they can select a different option it seems that in this case it might be better to simply automatically assign to the desired group rather than provide dropdown options at all.

With the transition popup, is there any way to disable the assign to drop down and/or assign to me  checkbox but to retain the pop up so that users may input comments relating to the transition?