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Hello,

I have a question regarding how Info Zone retrieves its values from Events, and whether it’s possible to maintain the default behavior while also adding extra fields as requested by our IT users.

Defining custom fields works somewhat as expected; however, the behaviour of using system defaults and custom ones are not the same, and I’m having troubles sorting out how to avoid experience reduced functionality compared to the default setup.

In my attempts to add custom values to the system parameter that controls this, I’ve ended up losing functionality that our IT users expect and rely on for a smooth workflow. For example, Info Zone normally populates the extension field using values from the Event form, and only falls back to the Contact User form if no values are provided in the Event, this is not the case when using a set of custom definitions. Another important feature I haven’t been able to grasp is how to consitently replicate is the conditional display of rows in Info Zone, as in where a row only appears if there is a value in the Contact User form. With a custom definition, some values in the system parameter produce rows in InfoZone that have a label, but an emply value as there is no value in the corresponding Contact User Form field.

I’ve tried to identify what these system values might be, but haven’t had any success so far.

Is it possible to include these system default values in the Contact User Field Definitions System Parameter, while also adding our own custom definitions? Alternatively, is it possible to recreate these and other behaviors that are present when using the system defaults, such as fields only get included in a row if it as a value?

 

Thank you very much for your time,
Richard

What is the assyst version that you are trying this ?

What is the assyst version that you are trying this ?

We are now using Assyst 24R2 SU3, but I believe we had the same issue when we attempted changing this system parameter in Assyst 11.8.3. 

To add some information: 

The issue with the info zone displaying rows with empty values has since been determined to at least occur when the system parameter has a custom key (such as infozonekey_3_privatenumber) and then apply a translation to the field in Labels Form. 

In such a setting the info zone is empty if there is no value and the selected language is global language (english), while opening the same incidend while having the browser set to norwegian (where a label exists for infozonekey_3_privatenumber and is set to Privat:) then this label is displayed with an blank value part.

The reason why we need the extra fields from contact users in Info Zone and a label is due to users having multiple contact numbers, and an ETM integration is developed that automaticaly populates Office Telephone, Home Telephone, and Work Cellphone with numbers from our HR system.

The users set the number they want to share with colegues and IT in this HR portal, but the number types in this HR portal have different conotation than the default values in Assyst, so we have to rename these labels in Assyst to make it better match what the users expect the numbers to be used for (Work number, alternative work number, private etc) 
These extra numbers were ment to add value in event management, but are practicaly invisible to our IT users who cant be expected to manualy inspect each contact user form if there is an alternative number as this is time consuming and most of the time only a single number is listed anyhow.

These extra numbers from the HR system is thus not adding value to our IT-user or end users if not readily available to act as alternative when the affectedUserTelephone is incorrect, out of service etc.

This takes us to the need to set custom set of values in the sysem parameter seeomg as the default values will display officeTelephone and officeTelephoneExtension but not the rest of the numbers form the contact user form.

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