Thanks Kyle - it is a capability that can be built out fairly easily in CP today - but as you guessed - requires coding. 

 

How would you envisage the menu system working? Would something like the contextual rules editor for workspaces (which currently handles hide and show actions) be something that you would like to see packaged in CP - or is there another mode of interaction that you are looking for? Any other requirements from others interested in this feature?

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DaveF wrote:

Thanks Kyle - it is a capability that can be built out fairly easily in CP today - but as you guessed - requires coding. 

 

How would you envisage the menu system working? Would something like the contextual rules editor for workspaces (which currently handles hide and show actions) be something that you would like to see packaged in CP - or is there another mode of interaction that you are looking for? Any other requirements from others interested in this feature?

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Hi Dave, if you can get Dynamic Forms to be set up along the lines of contextual workspace rules I think that would be great since the processes would transfer across to one another. Initially when I thought about this years ago it was driven by the product/category values but now with workspace rule behavior I'm guessing you can offer more display options/actions.

 

Thanks for the follow up. 

This is a request I've had many times. We have 20 different departments accepting support requests through AAQ. We cannot display custom fields for those departments, because they are either displayed or not displayed; what we need to do is display them if a particular category is selected.

 

Such a menu scheme would be easy to implent in JS, but it's extremely difficult to do by editing the classic pages.

Hey There,

We currently have this in use on our end-user pages and we love it (www.wizards.com/customerservice). Though our custom fields are outrageous and hard to administer. The important thing when asking for this is the ability to administer these forms yourself. We had an admin tool created for us so we can create custom fields and forms on the fly. Some features:

 

• The forms are linked to topics and sub-topics. For example our main topic would be Magic Online, for that topic we would only want your Magic Online User Name. But if you choose the topic/sub topic of Magic Online>Submit Bug we would ask for your User Name, Steps to reproduce the bugs, etc....
• Fields can be used on multiple forms and can be required on some forms and not another.
• The forms populate the custom fields in the incident workspace AND within the message thread itself so it's easy for the reps to view the details
• Direct links for the forms are given in the admin tools so we can directly link users to the forms they need within an KB answer or in game chats.

 

We had to have the customization done by professional services and I'm not exactly sure how it will work with CP.

We've been looking for this feature as well - please make it happen!

We've also been after what Kyle calls "Dynamic forms" for a long while.  I'm anxious to try and begin experimenting with CP, but we're only on Aug 08 release.

 

It sounds like recommendation is to use Pro Services to get started and then leverage after they did first "Dynamic form" by Product or Category. 

 

Would there be issues if we wanted to do both in the same interface?  With upwards of 200 products and 80 categories this functionality is a high priority for us.

 

Chris

Caboom - no - you could build dynamic behaviors off of any field or field value (and have multiple dynamic actions). The basic approach to building out a dynamic behavior in CP (when building custom widgets) is the the following:

 

* In your widget logic, listen to the 'event' being fired by a widget (out of the box widgets fire a series of events and have a series of events that you can subscribe to - for your own widgets you would have to build out an event bus to process events).

 

* Manipulate your CSS to hide or display DIVs containing the fields that you want to add or remove.

 

I have a tutorial outlining how to build this stuff out on the Developers community for those of you with an interest in understanding how to build this stuff yourself (and are not put off by code examples).  (http://devforum.rightnow.com/rightnowdev/board/message?board.id=CustomerPortal&thread.id=360)

 

 

I don't want to deflect this away from the dynamic forms discussion - and how we can make dynamic forms easier to build out. Sounds like a few of you like the idea of an interaction mode that is similar to the Contextual workflow editor - any other creative ideas about how this can be delivered and packaged for those of you looking to build and manage these interactions without dipping into code?

We have been using dynamic forms for over 3 years.  We had professional services do the work.  It's a nice feature we have, we are able to design the forms as needed by product and category.  Our company has over 100 forms and could not function without them!

We too have this as a Pro Services customization, but it would be absolutely amazing if we could configure it ourselves using a tool like the Contextual Workspaces editor.  With that type of interface we could drag and drop fields and objects where we want them on the page and use rules to control what fields appear, disappear, and/or become required based on specific triggers.

 

 I think the Contextual Workspaces editor was the best piece of new functionality incorporated into RightNow ever, and to have the equivalent function on the end user side would be equally fantastic.

Will some of you who are commenting on wanting this capability let us know what your roles are within your organization?  Are you RN administrators, members of IT staff, or customer service/contact center operations managers?  We'd like to know more about the types of people who would like to access and configure "contextual" CP pages.

 

 Please keep your comments coming on what you'd like to do using this capability so we understand more about your requirements.

 

Sandy

RightNow Product Management Team