Configure status mapping between streamlined interactions and fulfillment records

In the out-of-box system, the status of a streamlined interaction is dependent on the status of its related fulfillment record. For the out-of-box status mapping rules, see Interaction status. However, you may want to define your own status mapping to meet your business needs. To do this, you can open the status mapping script (StatusSyncServiceConfig), and then modify the configuration item (STATUS_MAPS_STREAMLINED) that defines status mapping between streamlined interactions and fulfillment records.

To configure status mapping between streamlined interactions and fulfillment records, follow these steps:

1. Click Tailoring > Script Library in the System Navigator.

2. In the Name field, type StatusSyncServiceConfig, and then click Search. The detailed script is displayed.

3. Search for and locate the STATUS_MAPS_STREAMLINED configuration item.

4. Modify the codes in STATUS_MAPS_STREAMLINED as needed. The following example defines the status mapping between streamlined interactions and incidents (in a "Trigger To" or "Fulfillment" relationship). See the comments inline for instructions.

   //The file name of incidents
   probsummary: {
           //The status field of incidents
           statusField: "problem.status",
           statusMap: {
               "Pending Customer": {
                   status: "Pending Customer",
                   priority: 0
               },
               "Resolved": {
                   //When the incident is Resolved, the interaction status changes to “Resolved” as well.
                   status: "Resolved",
                   //The status mapping priority.
                   priority: 0,
                   syncFields: [
                    //Copy the incident resolution to the interaction.
                      {
                       source: "resolution",
                       target: "resolution",
                       override: true
                   }]
               }
         },
           //When the request is not in the status mapping above, use the default status.
           defaultStatus: {
               status: "Dispatched",
               priority: 1
           },
           //When the request is in the ignored status, the system does not perform status synchronization.
           ignoreStatus: ["Closed"]
       }

   Note When an interaction has more than one fulfillment records that need status synchronization, the interaction may be mapped to different statuses. In this case, the status mapping with the highest priority will be used. For the priority number,‘0’ is the highest priority.

5. Click Save.

6. From Miscellaneous > System Status, stop and then restart the "scheduledAction" process.

   The updated status mapping between streamlined interactions and fulfillment records now takes effect.

If you want to modify the STATUS_MAPS_ESCALATION configuration item, you can refer to the following example that defines the status mapping between the non-streamlined interactions and requests, which are in the "Escalation" relationship.

//the file name of requests
request: {
        //The status field of requests
        statusField: "status",
        statusMap: {
            //When the request is fulfilled, the interaction is changed to the “Resolved” status.
            "Fulfilled": "Resolved",
        }
    }

Related topics

Service Desk administration