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Real time integrations

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I have a customer moving to SMAX from a legacy tool that has a few real-time integration/automation features.

It has a button on the agent screen "check store connection" that runs a shell script, does ping/tracert and checks the results, then updates the button color and shows some text results. Sure that would be better done automatically by a monitoring tool etc, but they would like this feature. In SMAX we can have a button/rule/OO flow that could do this, but no method to get that result back to the screen in real-time. It would have to have the record saved, so OO has a record to update, then the agent would need to refresh the screen.

Another example is a knowledge article to reset a store device, the article knows the store because of the user login, they get a list of devices at that store, click, it displays that the reset was successful, and creates a record to log the action. In SMAX this would need to be a catalog item, user options, rules/OO flow to perform the action. Again there would be no real-time feedback to the user that the action completed. If the user remains in the portal, they would get a notification that the record was closed, and could configure email when closed. But again it's not a real-time event.

I would think there are many more use cases where we want a real-time execution and status/results displayed to an agent or user, but we only have async/background processing available.

Am I missing any SMAX or OO features that may help with this? If not I have a few ideas to post:

  1. Allow configuration in OO and SMAX, that an OO flow should be executed real-time, vs default/current background/async method.
  2. Ability for SMAX to wait on a screen for response from OO and display to a user.
  3. Ability for SMAX to update records while on-screen, without reloading, or having an indicator that the record was updated-click to refresh.
  4. Provide an OO flow/status/update widget, that could be embedded on agent or portal forms, to show that a flow is initiated, running, completed or other status changes, html output build and display visual representation of output results.

Thanks-Malcolm

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Micro Focus Expert
Micro Focus Expert

Hi 

Thanks for the use case overview. You are right that we dont offer the real time feedback of background actions to the UI in SMAX today. This is a design choice as the async approach is more stable, robust and has a broader coverage for fulfilment processes. 
The intention of the fulfilment process is that it is a backend process that runs after the initial creation of a ticket. As you also stated this is working ok today and the tickets can be automatically resolved and the user can be informed with the resolution. 

Your examples are more of operational execution logic that locks the screen context until you get a feedback to the UI again - so in case the action takes 2 min to complete you will be locked for 2 min on this "popup" until you get a response back from the progress of the fulfilment. That is a bad experience and not something we want to do.

You do though have some good suggestions at the end for options on what the solution could offer in capabilities for you to use. Please create dedicated ideas for those so we can track them with the community voting procedure. 

Thanks

Philipp

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Micro Focus Expert
Micro Focus Expert

Hi 

Thanks for the use case overview. You are right that we dont offer the real time feedback of background actions to the UI in SMAX today. This is a design choice as the async approach is more stable, robust and has a broader coverage for fulfilment processes. 
The intention of the fulfilment process is that it is a backend process that runs after the initial creation of a ticket. As you also stated this is working ok today and the tickets can be automatically resolved and the user can be informed with the resolution. 

Your examples are more of operational execution logic that locks the screen context until you get a feedback to the UI again - so in case the action takes 2 min to complete you will be locked for 2 min on this "popup" until you get a response back from the progress of the fulfilment. That is a bad experience and not something we want to do.

You do though have some good suggestions at the end for options on what the solution could offer in capabilities for you to use. Please create dedicated ideas for those so we can track them with the community voting procedure. 

Thanks

Philipp

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Thank you Philipp for the detailed answer! Ideas coming!

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