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Troubleshooting: CPM dialog messages do not refresh on Service Intent confirmation screens

Using CPM 7.1 Release 2, users working with Service Intent tasks see dialog messages refreshed for flow actions and assignment changes, but not for harness changes. Dialog rules do not refresh properly on the confirmation screen.

Example

You perform an Address Change intent, which displays a confirmation screen before closing the Intent tab.

While you update the caller’s address, the defined dialog message is “What changes would you like me to make to the address we have on record?”

The defined dialog message for the confirmation screen is “Thank you. I have updated your address as requested.”

When you advance to the confirmation screen, the dialog does not refresh. You still see “What changes would you like me to make to the address we have on record?"

Explanation

Customer Process Manager (CPM) dialog messages are refreshed by the triggering of events. You experience the problem described if you have designed a custom harness associated with a Service Intent flow that omits the scripts needed to trigger dialog message events.

Suggested approach

When you customize CPM, be sure to include the section rule CAConfirm_ActionSection within a flow action, section, or other UI rule that loads when refresh of a dialog message is needed. The CAConfirm_ActionSection rule triggers the appropriate event to refresh the dialog message.

CAConfirm_ActionSection included in UI Layout to refresh dialog

Published November 10, 2014 — Updated October 2, 2015

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