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Active Link Integration Setup

How to integrate active links (scripts) to your Remedy forms.

Introduction

 

The Active Link Integration will display a survey dialog for a user while in another AR System application.  This type of integration is typically used for call scripting or surveying on Help Desk or Customer Service type applications where agents are “working” tickets.  If you do not wish to do this type of surveying for your form, you can skip this section.

For example:  A user selects a category of “Hardware” and a survey with three Hardware specific questions opens. 

You (the AR System Administrator) define at what point in the user processing this qualification is checked.  For example on user selection of “Category” or on Save of a record.

For this process, just like the Event and Batch Integration, you will:

1.      Add shared fields

2.      Attach shared workflow

3.      Write one or more active links based on templates

Add Shared Fields

1.  Using either the AR Admin tool, or the Developer Studio tool, copy integration fields from the Integration Sample form (KS_SRV_IntegrationSample)

2.   Verify that the shared fields Database IDs are not already used on the form that you are integrating to.

Here is a list of the shared fields

Field Field ID Description
_SurveyID 700002005 Used to temporarily store the survey ID to be fired
_SurveyName 700002005 Used to temporarily store the survey/service item name to be fired
_EventName 700002007 Used to temporarily store the Event that is triggering the survey/form
_TempID 700002003

Used to temporarily store the triggering event ID.

If there is more than one trigger event, this identifies the next highest triggered Event ID triggered.
_FireQualString 700002006

Used to temporarily store the firing qualification.

In an External qualification, this determines whether the record meets the necessary qualification.
_OperationID 700002012 This operation ID is used to track any customer submission records created out of this specific event. 
_IntegrationID 700001560 The instanceId of the Integration created from the Manager console form.
_MappingDataSet 700000829 The name of the data set used for the integration.
_CustomerSurveyStatus 700000831 The name of the data set used for the integration.
_CustomerSurveyURL 700000833 Used for Active Link integration in determining whether to show a survey/call script to the user.
CustomerSurveyInstanceID 700000830 Used by Active Link integration to hold the instanceId of the survey that was created.  This is a true data field.

3.  Copy the above fields to the form you want to integrate.

NOTE: If you do not plan on doing any Active Link integrations, you do not need to copy the _CustomerSurveyStatus, _CustomerSurveyURL, or the CustomerSurveyInstanceID fields.

Attach Shared Workflow

Similar to the same section for Event based integrations, you will be attaching shared Active Links (as opposed to filters) and creating a couple of your own. The sample workflow is attached to the KS_SRV_IntegrationSample form (just like for Events).

Filter by Primary for equals KS_SRV_IntegrationSample

filtered active links.JPG

The Shared Active Links to add to your form are:

  • KS_SRV_INTEGRATION_CheckForLoop
  • KS_SRV_INTEGRATION_CheckIfSurveyNeedsToFire
  • KS_SRV_INTEGRATION_CreateSurveyInstance
  • KS_SRV_INTEGRATION_LoadSurvey_01
  • KS_SRV_INTEGRATION_LoadSurvey_02
  • KS_SRV_INTEGRATION_LoadSurvey_02A
  • KS_SRV_INTEGRATION_LoadSurvey_03
  • KS_SRV_INTEGRATION_ReadSurveyInstanceId
  • KS_SRV_INTEGRATION_SetInstancId

​Add your form to each of these active links.

Attach Active Link Guide to Your Form

An active link guide called KS_SRV_INTEGRATION_CheckForSurvey_Guide is used to contain all of the shared active links that you attached to your form.  This active link guide must also be attached to your form.

add active link integration guide.JPG

Add your form to the list of Associated forms. You do not need to alter any of the active links in the guide.

Create Simple Active Links Based on Templates

After attaching the shared workflow, you must create one or more active links to trigger the script dialog.  The active link that you create starts the process of opening the script.  The actual qualification checking, setting of Ids and opening of the dialog is done through the shared workflow.

It is important to determine at what points you want the survey qualification checked.  You can trigger survey checking on any event that you can write an active link for including on menu selection, lose/gain focus, return, table selection, etc.  In reality, you probably only want to check for surveys at one or two points within your process.  The most common points would be one selection of a categorization, on selection of a product, or on the saving of a record. 

NOTE: This workflow will fire immediately. If you have created triggers, they can start showing scripts immediately. Use the Status field on your triggers to stop processing until you're ready.

The KS_SRV_IntegrationSample form contains at least two active links for you to use as templates, KS_SRV_INTEGRATION_FireSurvey_Category, and KS_SRV_INTEGRATION_FireSurvey_LastName. 

The RUN-IF Condition should not include data, only event type information such as OPERATION or data required to make a survey relevant such as a name, email address, an Id of some type or other required information for your process. 

The actual data qualification to fire a survey is managed via the Integration tab on the Survey Manager.  An example of a qualification that may be used is ‘Category’=”Hardware”.  Managing the data portion of your categorization in the Survey Manager (and the AR User Tool) means that qualification can be changed without code changes, as well as maintaining multiple qualifications to trigger different surveys in different situations.

 

Open on of the above active links to use as a template.  In this example we will use KS_SRV_INTEGRATION_FireSurvey_LastName, that is attached to the Sample Integration form. 

  1. Open the active link: KS_SRV_INTEGRATION_FireSurvey_LastName
  2. Save this active link as your own using the Save As command. It is a good idea to name the filter something similar to the existing sample filter for easy identification.
  3. The Run-If condition will likely change for your situation.  If you do not have any special requirements, espcecially around OPERATION, then this can be left blank and the qualification(s) that will be checked for this event will be solely managed via the Survey Manager console.
  4. The If Action sets the CustomerSurveyInstanceID and the _CustomerSUrveyURL to blank.  The CustomerSurveyInstanceID is useful as it is an optional “regular” field that can hold the survey ID used when a specific event happens.  You can then structure your qualifications around this field being null or not as to whether to fire a survey again.  If you do want the ability to fire multiple surveys from a single form (multiple call scripts for the same record, for instance), then this field should be cleared out, as it is in this example.
  5. The Call Guide action is the most important action of the active link.  The active link guide KS_SRV_INTEGRATION_CheckForSurvey_Guide is called whenever you want to check for surveys that match your event.  The active link guide uses the shared workflow and shared fields that you added earlier.
  6. Change the form on the active link from KS_SRV_IntegrationSample to your own form. You will get a warning about changing forms.  This is normal.
  7. Select the event that you want surveys to be checked againt.  For example, on selection of the ‘Category’ menu, or on submit.  Again, this is the triggering event to check the survey qualifications.  Only if the qualifications are met is a survey shown to the user.
  8. Change the RUN-IF qualification and If Action Set fields if necessary for your event.​
  9. Save your new active link

Your form is now ready for scripts

NOTE: Remeber that every time this event (your active link) fires, workflow will check for every trigger to see if the qualification is met. If you have a large amount of triggers, it can result in diminished performance.

Pushing Additional Data into Survey and Request

The basic Active Link integration pushes data from your originating form into Kinetic SR including the form name ($SCHEMA$) and the originating ID.  The originating ID is, by default, the Instance ID.  This is done via the Active Link that you attached to your form earlier called: KS_SRV_INTEGRATION_CreateSurveyInstance.

 

If you only want to view this information from a table field from your originating form, you can do this with the information in the default active link.  However, if you want to push additional information (such as name, product information, etc.) into the script itself, you will need to write a custom active link to do this based on the one you attached.

  1. Open the active link: KS_SRV_INTEGRATION_CreateSurveyInstance.  Remove your form from the list of forms by unchecking the form name on the Basic tab.
  2. Save this active link.  This has detached your form from this default active link.
  3. Using the Save As command, save the active link using a naming convention useful to you such as KS_SRV_INTEGRATION_HPD:HelpDesk_CreateSurveyInstance
  4. On the Basic tab, detach the KS_SRV_IntegrationSample and any other forms except the one you are working with. Re-attach your form to this active link by checking the box next to your form name.  Do not change the Run-If condition.
  5. On the If-Action tab, select the fields you would like to push from your originating form to Kinetic SR.  The attribute fields are useful for storing generic information, as was done in your filter/event based integrations. 
  6. Save the active link
  7. Add this active link to the guide. make sure that it is right below the active link KS_SRV_INTEGRATION_CreateSurveyInstance.
  8. Save the actie link guide