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Posting on behalf of a customer.

 

Currently to get fields to show up in the “Additional fields” section in the Call to Action action in Rules Engine.  CTA field would need to be marked editable within a given CTA Layout Configuration on a given CTA Type.

 

However that same field “Editable” Setting is used to allow an End User or CSM to modify the same field.

 

There are use cases where the field is only meant to be set by an automated method like rules engine, but isn’t meant for CSMs to edit, such as NPS Score and NPS Respondent Email. Therefore it be good to have a additional check box to allow edit from “Rule Engine” and another check box for “UI Editability”.

@kevin_ly Thanks for sharing your request here. To explore more on this sharing with the product team. 

@kevin_ly To clarify, you want admins to be able to choose which fiellds can be manually edited by CSMs and which fields can be updated only by rules (or mass edit). Is that correct?

@kevin_ly To clarify, you want admins to be able to choose which fiellds can be manually edited by CSMs and which fields can be updated only by rules (or mass edit). Is that correct?

@kevin_ly did you get a chance to view the comments here?

Running into this scenario now. In the new Cockpit Config UI, this same limitation persists.
 


Deselecting this box essentially makes the field unusable.

I have never found a reason to have a field in a CTA layout that cannot be edited by any process.  It would always be NULL, and why would you want a NULL field in a CTA?  

That differentiation is much needed. I guess to an extend, we are expected to prevent edits from the UI through the 360 layouts. But it’d be more effective to do it in data management… to set the baseline. 

Some current use cases:

  • Allow for CTA Statuses that are only available in a Rule and not visible on the CTA layout - then we could be very specific (Closed Tasks Complete, Closed Lifecycle Status, Closed Technical Issue, Closed ref Jira xx-xxx) without this cluttering up the CTA Layout view
  • Populate a unique identifier in the CTA that cannot be edited by end users when CTAs are generated by automation (today, we have a drop-down called CTA Number, DO NOT EDIT that has a 3-digit number)

 

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