10.0: Use sheets for multiple selection to set record links custom fields from interactions

[jstanden]

Introduction

Let's assume you've followed the guide Tags and multi-classification using custom records.

And now you want to create an interaction that prompts a worker for some tags and sets them on a ticket.

We'll continue to build on that example.

Building the tagging interaction

Display tags on ticket profiles

First, let's make sure the new 'Tags' custom field is visible on ticket profiles.

Navigate to any ticket profile from Search -> Tickets.

Click on the Ticket widget in the sidebar and select Edit from the menu.

On the Fields tab, select Tags, and click the Save Changes button.

You'll now see the tags for every ticket:

Create the interaction

Navigate to Search -> Automations -> (+).

Field	Value
Name:	wgm.example.interaction.tagging
Description:	An example multi-selection interaction for tagging
Trigger:	interaction.worker

In the editor, paste:

inputs:
  record/ticket:
    record_type: ticket
    required@bool: yes

start:
  await:
    form:
      title: Tag ticket
      elements:
        sheet/prompt_tag_ids:
          label: Select tags: 
          data:
            automation:
              uri: cerb:automation:cerb.data.records
              inputs:
                record_type: tag
          default@csv: {{inputs.ticket.tags|join(',')}}
          schema:
            layout:
              filtering@bool: yes
              headings@bool: no
              paging@bool: yes
            columns:
              selection/id:
                params:
                  mode: multiple
              card/_label:
                params:
                  bold@bool: yes
                  underline@bool: no
  
  record.update:
    output: updated_ticket
    inputs:
      record_type: ticket
      record_id: {{inputs.ticket.id}}
      fields:
        tags@csv: {{prompt_tag_ids|join(',')}}

On the Policy tab, paste:

commands:
  record.update:
    deny/type@bool: {{inputs.record_type is not record type ('ticket')}}
    deny/fields@bool: {{inputs.fields|keys|sort != ['tags']}}
    allow@bool: yes

Click the Save Changes button.

Add the interaction to the ticket profile toolbar

Now let's add the new interaction to the toolbar at the top of ticket profiles.

Click on the gear to the right of the ticket profile toolbar.

Paste the following Toolbar KATA:

interaction/tags:
  tooltip: Tags
  uri: cerb:automation:wgm.example.interaction.tagging
  icon: tags
  inputs:
    ticket: {{record_id}}
  hidden@bool: {{record__type is not record type ('ticket')}}
  after:
    refresh_widgets@list:
      Ticket

Click the Save Changes button.

You should see a new button in the toolbar.

When you click the button, you can change the tags on the ticket and the results are saved to the custom field as links to records in the custom 'Tags' type.

tagging-toolbar.mov

[mryanb]

How could this interaction be updated to display the existing tags for a record? It would be nice to manage (add/remove) tags from this interaction too.

[jstanden]

Hi Ryan!

The sheet in the interaction uses the default: option to pre-select the current tags:

default@csv: {{inputs.ticket.tags|join(',')}}

That's current a multi-checkbox custom field type.

You could do the same thing with a sheet over tag custom records. The default: in that case would be tag IDs.

There currently isn't an easy way to filter the sheet to just selected tags (you'd have to page through to find them).

We could implement something like dashboard presets, which could dynamically update the sheet filters. We have all the pieces we need for that. It would be really similar to how paging and filtering work now. Several people have asked for date range filters and such for sheets in interactions.

It's also possible now to use custom submit: buttons for switching modes. One would be 'Continue' and another 'Edit Filters'. The await:form: would be inside an while: which only exits when 'Continue' was clicked, but shows a different await:form: when 'Edit Filters' was clicked. Those can be alternative outcome: actions.

The way things are now, I'd probably show two sheets. The first one would have the current tags and you could select/remove. Then a second sheet could add tags that aren't already applied. Like above, the await:form: with both sheets would be in a while:, and you'd add a second submit button for 'Done' vs 'Update'. When 'Done' it would break the loop.

I can put together a quick example for that.

[yungtyyler]

Hi Jeff, this is exactly what I have been attempting to do with the while loop in Cerb. Essentially, hoping to simulate a reset of the current await:form: instead of the entire automation when the reset button is clicked. I know this is an older post, but if you ended up creating an example of this, a link to the resource would be awesome!

[jstanden]

Hi @yungtyyler!

Sure, I can do a new example. Do you need it for interaction.worker or interaction.website ?

[yungtyyler]

Thanks Jeff! I am working in the interaction.website