Custom Layouts for Actions

Every Action Type Code (for more information, see Defining Action Type Codes) that you define can use a different window layout that contains a different set of fields. For example, you may want to create a custom action layout because:

On a transfer action you would want a "Refer to user" field, but you would not want this field on a log activity action.
For certain actions, you may want to prompt for specific code values that can then be entered into appropriate fields on the case or issue.

Currently, the Layout Editor does not support the creation of customized action layouts. To create these layouts, it is recommended that you contact your Emplifi Account Manager for Professional Services assistance. However, the window Layout Editor does include three commonly used "custom" layouts by default: LOGACTIONH, SCHEDULEACTIONH, and TRANSFERACTIONH. These layouts can be customized the same as any other layout. For more information, see Layout Editor Overview.

Creating Custom Layouts

If you plan to create custom action layouts on your own, you will need in-depth knowledge of how Emplifi Agent layouts work and how XML is used.

The basic steps for creating a custom action layout are as follows:

Create a new custom LayoutList.xml and place it in the custom folder of the website. (For more information about custom layout files, see Layout Files.)
Copy the PostAction layout from the standard LayoutList and paste it into your custom file.
Rename the layout in the custom file to something that indicates its purpose. For example, for an action that is going to set the special issue status, you might choose a name such as "PostActionSetIssueStatus."
Make the changes needed in the new layout for the screen settings and fields that you want to display on the window.
Save the custom file.
Regenerate your window layouts.
On the Action Definition screen, specify the name of the custom layout in the Action Post Layout field. When entering the layout name, do not include the trailing "H" as the system will auto-populate it. For example, if you want to specify LOGACTIONH, then you will enter "LOGACTION" in the Action Post Layout field. For more information about Action Definition, see Defining Action Type Codes.