Relate to WorkOrder within Salesforce Embeddable Framework

[mgladman]

We are trying to use a standard Salesforce object WorkOrder to be related to an interaction. This is natively supported as a What object in the Task, this can be confirmed via Apex as well.

But in the list of validWhatObjects that it gets back, WorkOrder is missing .

We've tried working around this by using Lightning Message Channel, but unfortunately addAssociations is not a supported API, looking at the source code, only the following is supported:

• purecloud.subscribe
• purecloud.user.updatestatus
• purecloud.interaction.updatestate
• purecloud.interaction.addcustomattributes

Also looking at the forum, looks like someone else tried doing something similar:

AddAssociations via Lightning message service in Salesforce

Hello hope someone can help me on this. The standard embeddable framework provide a method to addAddAssociations via the API. [image] e.g window.PureCloud.addAssociation(message.data); However, the Genesys for salesforce softphone (Lightning message service) only support the below three actions. it does not have way to AddAssociations. Interaction.addCustomAttributes Interaction.updateState User.updateStatus our customer develop a lightni…

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Can I request that either WorkOrder be added for Service cloud deployments (I don't know why it is being filtered out currently honestly) or expose addAssociations? Or even be able to tell PureCloud that a certain object is associable with tasks as a What?

If anyone is aware of a workaround I could try, I would love to hear it <3 I've pretty much hit a wall now

[mgladman]

We ended up implementing a rudimentary workaround - we created a custom LWC that listened for change events on Task that then executed a lookup for recently created Tasks by that user filtered by Call conditions.

This LWC then listed the Tasks and when a user clicked on it, it overwrote the WhatId with the WorkOrder Id.

This is not a great solution, but it works and it is reasonably user friendly, but not very integrated....

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Hope that gives some ideas to some other hopeless soul

[John_Carnell]

Hi Matthew,

Thanks for the solution. I would suggest you also file an Idea in our Ideas portal for any enhancements to a service. The product managers watch the idea portals and then uses the votes associated with an idea to drive prioritization on features.

Thanks,
John Carnell
Manager, Developer Engagement

[mgladman]

I'd love to, but I cannot access that portal without a Genesys purchaser account and unfortunately I'm just the poor shmuck to implement the Salesforce <-> Genesys integration , not the account owner.

If you could post it on my behalf that would be great!

[John_Carnell]

HI Matthew,

Thanks for letting me know. I will talk with my product manager and see if she can open it on your behalf.

• John