Interaction window and case information

[alaint]

[quote author=Kubig link=topic=7516.msg32291#msg32291 date=1354205333]
May be version of IWS? I do not think that the issue is related to option settings - I have configured BA set only in option related to case-data(toast,interaction)
[/quote]

My IWS version is 8.1.300.17.  Your?

[René]

Hi guys,

I did quick test and it is possible to hide Origin and Queue keys in both toast notification and case window. To achieve this, you must remove 'History' value from 'interaction.case-data.content' and 'toast.case-data.content' configuration options. Default value of these options is 'History, CaseData' so you should keep just 'CaseData' to remove mentioned keys.

About formatting - Probably it isn't the best solution but you should be able to format number in routing strategy. There is no out-of-box feature allowing you to specify format of User Data key available in IW.

R.

[alaint]

Thank you René.  I have try your solution and all history info (origin, queue, etc.) disapear of case information section.  I'm wondering that only the Queue info disapear and the origin stay.  Is that possible?

Alain

[Kubig]

René,you are right,well done! I forget,that I change these options... My apologize alaint.

[smile]

try to play with options: display-format.acd-queue-name and display-format.case-name-format. afaik if you set it to "" (empty string), IW will not show queue and origin.

[Kubig]

2Smile : René has written a solution,it is necessary to set option 'interaction.case-data.content' without history value.

[alaint]

[quote author=alaint link=topic=7516.msg32294#msg32294 date=1354219779]
Thank you René.  I have try your solution and all history info (origin, queue, etc.) disapear of case information section.  I'm wondering that only the Queue info disapear and the origin stay.  Is that possible?

Alain
[/quote]

My collegue come back to me with the same request.  Because a part of my question was not answer, I refresh this post.  So, now we now that we can hide history information in the case information section.  I want to know if we can have a control on which history info was show or not?  I want to conserve the origin but I never want to see the queue.  Does exist a "interaction.[b]history[/b].format-business-attribute" where we can disable the queue?

Thank you.

Alain

[Kubig]

No,not exist. All your questions has been answered. Queue and Origin is part of History,if you want to hide history,but the queue have to be visible,you can fill UserData and integrated it to your business attribute