Configuring Client Service Case Discussions

Setup an API configuration to allow the external discussion thread replies application to attach to ClientSpace and create the CSC Discussion record.

The particulars of the API configuration can be copied from PEO.DEV, but a screenshot of these settings has been preserved here to guard against the chance that this configuration is deleted. 

The API fields necessary to configure CSC Discussions include:

• API Type - Use Web Service
• Application Code - Use CSCDiscuss
• Application Name - Client Service Case Discussion (can be configured)
• UserName - Recommend using csservice user
• Password - Appropriate password
• Description - Used by CSC Discussion process to log in an external user, allowing access to discussion forms and attached files. (can be configured)

 SendReply (original)

• Uses CSCDISC [sent to external user] and CSCDISCNEW [sent to internal user, notifies that a new reply has been posted]
• Set on Default Pipeline
• Must inactivate the SendEMailIntegrationReply rule

Email Templates

Two email templates should be recreated from DEV: CSCDISCNEW and CSCDISC

We will use CSCDISCNEW to describe the Email Template and its configuration for Case Discussions.

The Template fields necessary to configure CSC Discussion responses include:

• Template Code: Use CSCDISCNEW for this template
• Template Name: CSC Discussion New Reply Notification (can be configured)
• Description: When external recipient sends a message, this will be sent to the AssignedTo user (can be configured)
• Subject: New Discussion Created (this is the subject line of the inbound email - can be configured)
• Body: Contents of the inbound message - can be configured using field replacement of {LASTREPLY_Comments} should be included to capture the response from the external user in the discussion.

• Template Code: Use CSCDISC for this template
• Template Name: Client Service Case Discussion (can be configured)
• Description: Client Service Case Discussion, wrapper for outgoing discussion, sent to external recipient (can be configured)
• Subject: {Subject} - (can be configured).  Will be formatted as WorspaceName -  CSC Subject Line {Subject} - any additional text may also be configured in this line up to the limits of the field.
• Body: As configured on DEV, this contains a custom HTML table which holds appropriate Field Replace characters from the Discussion dataform generated and can include:
  • {Comments} - contents of the discussion Comments field.  This can be dynamically altered using Field Replacement (see below) in the selected email template.
  • {LASTReply_Comments} - Previous discussion threads comments area
  • {ReplyToUrl} - Direct URL link to Discussion page
  • A Reply To Link which will automatically log the user in using the API configuration and open the appropriate discussion.

It is highly recommended this email template is copied from DEV, then altered where necessary.

Any of the following fields will be available for decode when constructing an email reply template.

Client Service Case field replacement:

• {CaseNumber}
• {fkUserIDCreatedBy}
• {CaseDetails}
• {CreateDate}
• {CreateTime}
• {EscalationDate}
• {EscalationTime}
• {Escalation2Date}
• {Escalation2Time}
• {crCategory}
• {ResolutionDate}
• {CaseAssignment}
• {ResolutionTime}
• {fkCaseTypeID}
• {fkUserIDAssignedTo}
• {fkContactIDClientContact}
• {PhoneNumber}
• {CallerName}
• {IncludeinNotification}
• {luStatus}
• {EmailAddress}
• {CaseAudit}
• {luPriority}
• {DueDate}
• {BrokerContact}
• {fkEmployeeID}
• {Subject}
• {CaseInfo}
• {Resolution}
• {InternalNotes}
• {CaseNotes}
• {CommunicationMethod}
• {luClientSatisfied}
• {hasNotificationsDisabled}
• {HoursToComplete}
• {GenKey}
• {RowGUID}
• {IsActive}
• {fkProjectID}
• {_GenKey}
• {DateCreated}
• {DateUpdated}
• {ImportID}
• {_UpdatedByUserNameDecode}
• {_RowDecode}
• {AttributeTableName}
• {pkClientServiceCaseID}

The following fields will also be decoded:

• {Org_Name}
• {Org_Address1}
• {Org_Address2}
• {Org_City}
• {Org_State}
• {Org_Zip}
• {CSC_DateCreated}
• {CSC_DateUpdated}
• {CSC_UpdatedByFullName}
• {CSC_UpdateByFirstName}
• {CSC_UpdateByLastName}
• {CSC_CaseNumber}
• {CSC_TimeCreated}
• {CSC_Escalation2Date}
• {CSC_Escalation2Time}
• {CSC_EscalationDate}
• {CSC_EscalationTime}
• {CSC_CreatedByFullName}
• {CSC_CreatedByFirstName}
• {CSC_CreatedByLastName}
• {CSC_ResolutionDate}
• {CSC_ResolutionTime}
• {CSC_BrokerFullName}
• {CSC_BrokerFirstName}
• {CSC_BrokerLastName}
• {CSC_CommunicationMethod}
• {CSC_Category}
• {CSC_DueDate}
• {CSC_ClientContactFullName}
• {CSC_ClientContactFirstName}
• {CSC_ClientContactLastName}
• {CSC_EmployeeFullName}
• {CSC_EmployeeFirstName}
• {CSC_EmployeeLastName}
• {CSC_AssignedToFullName}
• {CSC_AssignedToFirstName}
• {CSC_AssignedToLastName}
• {CSC_AssignedToTitle}
• {CSC_Status}
• {CSC_Priority}
• {CSC_Phone}
• {CSC_Resolution}
• {CSC_Issue}
• {CSC_Subject}
• {CSC_CaseType}
• {CSC_FormLabel}

Customized Reply templates should be created for different categories of responses.  These categories can be as flexible as required by the business case - from a series of 2 or 3 standard responses, to specific responses for each case type, however there are two restricting factors to the Template Code:

• Template code must begin with CSCRPLY
• Template code may only be 10 characters in length (Expanded to 100 characters in Sprint 42)

• Template Code: Must begin with CSCRPLY
• Template Name: Can be configured to suit business requirements - will display when selecting Reply template from Internal Discussion
• Description: Can be configured to suit business requirements
• Subject: {Subject} - (can be configured).  Will be formatted as WorspaceName -  Template Subject Line - any additional text may also be configured in this line up to the limits of the field.
• Body: Each reply template can be customized utilizing the HTML Editor control - this also respects Field Replacement from above to further enhance customization.

1. Configure the Header Proc on the Client Service Case (if not already done)
2. Configure the Dataform Links
3. Dataform links to the Case related discussion dataform and Discussion list

Case Related Discussion:

• Custom Function: fnShowDiscussion (placeholder required to save record - functionality does not exist in Classic)
• Custom Function (next): clientServiceCase.showDiscussion

Link Display Condition

Use above settings - Show Discussion is True if both the Case AssignedTo user and the Associated Contact on the case have an email address.