Welcome to the Emergency Response Policy Model

The Emergency Response Policy Model aims to provide a simple point and click interface to allow users to quickly proceed through the interview without having to type any information in. This is important because the user will likely have been involved an incident which impairs their typing skills on a small screen.
To acheive point and click functionality, this Policy Model demonstrates the use of Custom Controls. These controls allow the greatest flexibility in terms of rendering and customised functionality, but require programming knowledge and a webservice to handle the POST request for the controls.
In the following examples, each Custom Control points to a RightNow Customer Portal 'Custom Controller'. These controller files are a mixture of php, JavaScript and jQuery.
The debugger will be unable to execute Custom Controls through a proxy server.

Turn off proxy settings in Internet Options and try connecting via a proxy free network (i.e. a tethered mobile device) if this policy model is not working.

Locating the Custom Controller files

There are four custom controller files located in the "CustomControls" folder for this project (at Oracle Policy Modeling Projects/EmergencyResponse/CustomControls/). These controls allow the interview user to:
  1. Select their nearest city from a list of cities ('CityList.php'),
  2. Input the number of vehicles involved in the accident being reported ('ClickNumbers.php'),
  3. Select one or more of a number of possible hazard graphics which may have been displayed on vehicles involved ('DangerousGoods.php'), and
  4. Provide a set of GPS co-ordinates for their current location ('GPSControl.php')

Uploading the Custom Controller files to a RightNow instance

These Custom Controller files can be uploaded to a RightNow instance via a WebDAV application such as Cyberduck. To do this:
  1. Connect to [yoursite.com]/dav with your username/password.
  2. Navigate to cp/customer/development/controllers and copy the four Custom Controller php files into this directory. Tip: The Custom Controller files can be previewed at [yoursite.com]/cc/[ControllerName] after logging in through [yoursite.com]/ci/admin and selecting 'View Development Area'.
  3. Log in to RightNow via the web interface or RightNow CX, go to Customer Portal and Deploy first to Stage, and then to Production (Promote). Note: The Custom Controller files can be viewed at [yoursite.com]/cc/[ControllerName], however be aware that some controls will not function properly via a web browser because the browser is not providing values for the php to use as input ids, values etc.

Updating the Emergency Response Example Project to use the Custom Controller files in their new location

Once the Custom Controller files have been uploaded to your RightNow instance, you will need to update this Emergency Response Example Project to point to them in their new location. To do this:
  1. Select the Input control for 'the nearest city to incident' on the Nearest City screen.
  2. Click the control type button (which should already display the word 'Custom'). Click the Custom option on the drop-down list which appears. This will display the Custom Control Options dialog.
  3. Update the URL in the Custom Control Options dialog to point to the relevant location on your site, using the format [yoursite.com]/cc/[ControllerName]. For example, http://EmergencyResponseTest.com/cc/CityList.
  4. Repeat steps 2 to 4 for each of the following:
    • 'the input value of the number of vehicles involved',
    • 'the value of my GPS coordinates', and
    • all fourteen Input controls on the 'Dangerous Goods' screen
  5. Upload the updated Emergency Response policy model to OPA Hub, then deploy and test it.