Macro fails to update regarding in Customer Service Workspace

(0) Share

Report

Posted on by cmoreno8

Hi,

I created a script agent, a step and a macro in Customer Service Workspace to convert an email in a case.

I start with an email session and it will be my anchor tab.

I use a new form to fill fields and then save it. I create the case and I use three fields of data to create a lookup, for example:

customerid: ${accountid}
customeridtype: account
customeridname: MyCompany

In a second step I would like to update the regardingobjectid field of the email in the same way, but it fails.

Register Id: ${anchor.activityid}
Entity name: email
regardingobjectid: ${incidentid} (I use dynamic value from the previous save)
regardingobjectidtype: incident
regardingobjectidname: Case (I use odata to find the name)

It fails and I don't know why. I see the execution history of the macro and it says that the problem is the update register box, but it just shows data of fileds (GUIDs are correct), no explanation about the problem.

I changed dynamic value for odata slug, avoid to use customeridname, odata.bin format and I write data directly and the result is fail.

How can I update the regardingobjectid field in an email from a macro?

Thanks.

All responses (3)

Answers (1)

Suggested answer

cmoreno8 25 on at

Like (0)

Report
RE: Macro fails to update regarding in Customer Service Workspace

Hi, I'm very happy to have found a solution!

Testing and testing and more testing, and finally I have found a solution and it works.

I modified the email regarding lookup data:

Attribute name: regardingobjectid_incident@odata.bind

Here I use the entityname (incident) in the fieldname (regardingobjectid_incident) because the regarding could be a lot of entities and you have to fix

Attribute value: /incidents({$odata.incident.incidentid.?$filter=_customerid_value eq '${accountid}'&$orderby=createdon desc&$top=1})

I have created an incident, but:

it isn't an anchor tab

I haven't any slug to refer

${Session.CurrentTab.<entityId>} doesn't work

I haven't its incidentid directly

it's just related with its customer

Then I have to found the incidentid with a "surrealistic" odata sentence

If you know a better solution (easier and trusted) to find the incidentid, please, tell me.

And ... surprise! it works, it found the incidentid and stored the regarding lookup with the incident.

A lot of thanks to regex91 , because I read his/her post and with its solution of a Former Member I found the solution.
cmoreno8 25 on at

Like (0)

Report

RE: Macro fails to update regarding in Customer Service Workspace

Hi,

First I create a new register, an incident (${accountid} is a custom slug with the account GUID).

I save the incident and it works fine and the incident is created.

And the problem is when I try to fill the regarding lookup in the email (I opened the email as an email session, then it is the ${anchor} register and I also changed the regardingobjectidtype by incident directly).

The result is:

To check the data I attach the save data of the execution.

Thanks for your help.
Verified answer

Leah Ju Microsoft Employee on at

Like (0)

Report

RE: Macro fails to update regarding in Customer Service Workspace

Hi Carlos,

Could you share screenshots about the macro steps and execution history?