[SalesForce] Service Cloud Console

This one has me stumped –

CTI needs to pop user to a new case record. To do this, I am routing CTI to a VF page, and the VF page has a simple url redirect in it. The merge var c is the id of a new case created in the controller;

<apex:page controller="pw_anonymousCallCC">
<body>
<script> location.href='/ui/support/servicedesk/ServiceDeskPage#%2F{!c}'; </script>
</body>
</apex:page>

The page redirect happens as you'd expect, and a primary tab is generated, but then all I get is a 'Data Not Available' error on the tab itself. I know the case record is being created successfully – any ideas anywhere out there would be most appreciated!

Best Answer

Are you screen popping a new console every time? This isn't the best approach. It would be like opening a new instance of Outlook for every email.

If not, and you're staying in the Console and just want to open a tab to the new case, use screenPop API in Open CTI.

If you are using the desktop adapter, screen pop to the VF page and use openPrimaryTab from it.

Also, can you inspect the frame of your new tab and paste the url here?

Related Solutions

[SalesForce] Liveagent in Console: Unsaved Changes Prompt

As you've correctly guessed, the related entities section being in edit mode is what's triggering the save dialog. There is a second condition under which the tab is considered unsaved - when the chat is in progress. If you Save the related entities and end the chat (using the End Chat button), you won't see that prompt.

As far as not needing those fields go, the Spring '14 release notes include this line:

Starting in Spring ’14, the Related Entities panel in the details tab isn’t available for new Live Agent customers. Existing customers will continue to have access to the Related Entities panel.

I'm not sure, but you may be able to contact support to have this changed for an existing organization as well.

Finally, to your question about auto-saving - the chat transcript is saved when the agent closes the chat or disconnects from Live Agent. You could potentially use the service cloud console integration toolkit to listen for the chat end event, and close the tab.

[SalesForce] Override VF page in Service Console

I incorrectly assumed my issue was caused by using the Service Console. Turns out my issue was with how my code redirected to VF or standard layouts.

Here is my full pageRedirect method code, in case anyone runs into a similar issue. Happy to explain details if anyone has questions:

//There are two different VF pages for Cases, one for internal users and one for portal users. 
//This method determines the user and case context (profile and whether new/editing), and redirects to the appropriate page.
//This method is called by CaseRedirect.Page, which is opened by standard Case new/edit/view actions.
public PageReference pageRedirect(){

    string detectedMode;
    map<string, string> pageParameters = ApexPages.currentPage().getParameters();
    string recordTypeID = pageParameters.get('RecordType');
    string returnURL = pageParameters.get('retURL'); 
    string recordTypeName; 

    if(pageParameters.get('Id') == null) detectedMode = 'New';
    else if(pageParameters.get('Id') != null && pageParameters.get('retURL') != null) detectedMode = 'Edit';
    else if(pageParameters.get('Id') != null && pageParameters.get('retURL') == null) detectedMode = 'View';

    if(detectedMode != 'New'){
        Case currentCase = [SELECT ID, RecordTypeID, RecordType.Name FROM Case WHERE ID = :pageParameters.get('Id') LIMIT 1];
        recordTypeID = currentCase.RecordTypeID;
        recordTypeName = currentCase.RecordType.Name;
    }
    else if(recordTypeID != null) recordTypeName = [SELECT Name FROM RecordType WHERE ID = :recordTypeID LIMIT 1].Name;

    //UPDATE (Added 2/11/16)
    //This clause handles a new feature: a custom permission that will grant access to the UCL for individual users, rather than
    //based on profile.
    CustomPermission cperm = [SELECT Id, DeveloperName FROM CustomPermission WHERE DeveloperName = 'Universal_Case_Layout' LIMIT 1];

    //The SetupEntityAccess object is a way to tie custom permissions to the PermissionSet and PermissionSetAssignment object
    List<SetupEntityAccess> setupEntities =
        [SELECT SetupEntityId
           FROM SetupEntityAccess
           WHERE SetupEntityId = :cperm.ID AND
                 ParentId IN (SELECT PermissionSetId
                    FROM PermissionSetAssignment
                    WHERE AssigneeId = :UserInfo.getUserId())];

    boolean hasUCLperm = (setupEntities.size() == 1);

    //If selected Case record type is "Salesforce Issue/Enhancement", don't override with UCL, regardless of user profile.

    if(recordTypeName == 'Salesforce')
    { 

        system.debug('Salesforce record type detected!');
        system.debug('detectedMode: ' + detectedMode);

        if(detectedMode == 'New') return new PageReference('/500/e?ent=Case&nooverride=1&RecordType='+recordTypeID+'&retURL=/500/o');
        else if(detectedMode == 'Edit') return new PageReference('/' + pageParameters.get('Id') + '/e?nooverride=1&RecordType='+recordTypeID+'&retURL=/' + pageParameters.get('Id'));
        else if(detectedMode == 'View') return new PageReference('/' +pageParameters.get('Id') + '?nooverride=1');     
    }

    //If user is a portal/community user
    if(UserInfo.getUserType() == 'PowerCustomerSuccess'){
        User u = [SELECT ID, AccountID, ContactID, ProfileID, IsPortalEnabled, Profile.UserLicenseID FROM User WHERE ID =:UserInfo.getUserID() LIMIT 1];

        //if user is part of our Customer Community, or else has the UCL permission assigned, redirect to VF page
        if(u.ProfileID == CommonUtility.getProfileID('Customer Community Plus User - Custom') || hasUCLperm){
            if(detectedMode == 'New') return new PageReference('/apex/CasePortalUserEdit');
            else if(detectedMode == 'Edit') return new PageReference('/apex/CasePortalUserEdit?id='+pageParameters.get('Id'));
            else if(detectedMode == 'View') return new PageReference('/apex/CasePortalUserView?id='+pageParameters.get('Id'));                
        }
        //else if user is part of our old Client Portal, show standard page
        else{
            if(detectedMode == 'New'){
                recordTypeId = CommonUtility.fetchRecordTypeId('Case', 'Customer_Portal_Assignment_Rule_Case_Record_Type');    
                return new PageReference ('/500/e?nooverride=1&retURL='+returnUrl+'&RecordType='+recordTypeId+'&ent=Case&def_account_id=' + u.AccountID );      
            }
            else if(detectedMode == 'Edit') return new PageReference('/' + pageParameters.get('Id') + '/e?nooverride=1&retURL=/' + pageParameters.get('Id'));
            else if(detectedMode == 'View') return new PageReference('/' +pageParameters.get('Id') + '?nooverride=1');  
        }
    }
    //else if user is an internal employee
    else if(UserInfo.getUserType() == 'Standard'){
        if(UserInfo.getProfileId() == CommonUtility.getProfileID('CS - HEDIS-QI') 
           || UserInfo.getProfileId() == CommonUtility.getProfileID('CS - HEDIS-QI - Josh')
           || UserInfo.getProfileId() == CommonUtility.getProfileID('CS - RTP')
           || UserInfo.getProfileId() == CommonUtility.getProfileID('CS - SOJO')
           || hasUCLperm){
            if(detectedMode == 'New') return new PageReference('/apex/CaseInternalUserEdit');
            else if(detectedMode == 'Edit') return new PageReference('/apex/CaseInternalUserEdit?id='+pageParameters.get('Id'));
            else if(detectedMode == 'View') return new PageReference('/apex/CaseInternalUserView?id='+pageParameters.get('Id')); 
        }

        else{
            if(detectedMode == 'New' && recordTypeID != null) return new PageReference('/500/e?ent=Case&nooverride=1&RecordType='+recordTypeID+'&retURL=/500/o');
            else if(detectedMode == 'New' && recordTypeID == null) return new PageReference('/500/e?ent=Case&nooverride=1&retURL=/500/o');
            else if(detectedMode == 'Edit' && recordTypeID != null) return new PageReference('/' + pageParameters.get('Id') + '/e?nooverride=1&RecordType='+recordTypeID+'&retURL=/' + pageParameters.get('Id'));
            else if(detectedMode =='Edit' && recordTypeID == null) return new PageReference('/' + pageParameters.get('Id') + '/e?nooverride=1&retURL=/' + pageParameters.get('Id'));
            else if(detectedMode == 'View') return new PageReference('/' +pageParameters.get('Id') + '?nooverride=1');       
        }
    }


    return null; 
}

Best Answer

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