Genpact Cora Knowledge Center

Support

Modify PlatformConfig Lookup

The PlatformConfig lookup table on the Admin console allows you to make general settings to the Cora OpsManager. You may alter some of the parameters in this lookup to enable or disable some Cora OpsManager features.

Note

You must Not add any new record to the PlatformConfig lookup, and must only edit the existing row as per need.

To access PlatformConfig lookup, go to Administration > Lookup Tables > ICM Data Model > PlatformConfig.

Below table explains the fields from Platform Config lookup, and the fields that you may alter: 

Field name

Description

HaveIndexingStatus

It is recommended to Not edit this parameter.

CaseHierarchyDepth

It is recommended to Not edit this parameter.

DefaultPriority

It is recommended to Not edit this parameter.

DefaultSLA

Set a default SLA for cases in Cora OpsManager. 
It is recommended to Not edit this parameter.

UsesSMTPPriority

It is recommended to Not edit this parameter.

DefaultTaskEffort

It is recommended to Not edit this parameter.

DefaultEmailFromAddress

Set the default case communication address. This address must have email listener and a mailbox routing config record. 

RecipientListCacheSize

It is recommended to Not edit this parameter.

BaseOrganizationName

OpsManager 

Active 

It is recommended to select this check box.

BaseOrgId

It is recommended to Not edit this parameter.

AuditCalculatorWorkflowId

Set the workflow to be used for QA sample method. 
For details, see the Define QC Stage Settings article.

AuditSampleLevel

It is recommended to Not edit this parameter. 

AuditIsBlocking

Select to set whether the audit phase will block the case or not (if not, pending closure email will be sent regardless of the QC results).
This check box can also be managed OOTB through the General Settings tab on Ops Manager Admin on Cora OpsManager Flowtime.

FailedQAReturnsToOriginator

Select to return the case to the operator, if the QC is blocking, and the result is Fail.
This check box can also be managed OOTB through the General Settings tab on Ops Manager Admin on Cora OpsManager Flowtime.

CustomDataCopy

Select to copy client properties data from the manual case creation table to the case table.

CustomDataCopyWorkflowId

Set the workflow used to copy custom data from the manual case creation table to the case table. 

TAT Calculation Cut Off

Set the cut-off time for receiving a case. If a case is received after this time, the target date calculation starts from the next working day.

NOTE
From release 2.1, this parameter is not relevant, and is set on the Flowtime.

Auto Assign Indexing

Select to enable use of auto assign workflow for indexing task.
This check box can also be managed OOTB through the General Settings tab on Ops Manager Admin on Cora OpsManager Flowtime.

Auto Assign Indexing Workspace ID

Set the workflow that will be used for calculation of the assignment to individual.

Auto Assign Processing

Select to enable use of auto assign workflow for the main case.

Auto Assign Processing Workspace ID

Set the workflow that will be used for calculation of the assignment to individual.

If Indexing Auto Assign Fails move to unassigned

Select to enable movement of case to unassigned queue, when the auto assign of indexing case could not find matching users. 

If Processing Auto Assign Fails move to unassigned

Select to enable movement of case to unassigned queue, when the auto assign of main case could not find matching users. 

Display Country

Select to enable display of the country name across cases. On selecting this check box, the country field becomes a mandatory field.
This check box can also be managed OOTB through the General Settings tab on Ops Manager Admin on Cora OpsManager Flowtime.

PushNextEnabled

Select to enable Push Next feature. This check box can also be managed OOTB through the General Settings tab on Ops Manager Admin on Cora OpsManager Flowtime.

PushNextType

It is recommended to Not edit this parameter.

PushNextWorkflowSpaceId

Set the workflow that will be used to calculate the case that should be pushed to the user.

Display Team 

Select to enable selection of Team.

You want to display team to users when your allocation plan is based on the selection of team.

Number of Days at Pending Closure

Set the number of days, a case can stay in Pending Closure status, before it is automatically closed.
This field can also be managed OOTB through the General Settings tab on Ops Manager Admin on Cora OpsManager Flowtime.

QA Edit View Path

Specify the view path of the QC fields that will be displayed in “QC Parameters tab”, when the case is in “With QA” status. 

For OOTB QC view, set the path to 
../../../ICM QC Views/{active}/QCView/DefaultView.ascx

QA Read Only View Path

Specify the view path of the QC fields that will be displayed in “QC Parameters tab”, after QC review. 

For OOTB QC view, set the path to 
../../../ICM QC Views/{active}/QCView/QCViewRO.ascx

DisplayPCL

It is recommended to Not edit this parameter.

IgnoreGeneralSettingsForAutoAssignmentSpecify whether the Case Assignment Method section will be displayed on the General Settings tab under Ops Manager Admin on Cora OpsManager Flowtime.
If the check box is not selected the above mentioned section will not be displayed and so, the power user will not be able to make case assignment settings on Flowtime.
Select this check box only if you want to change the OOTB auto assign or push next logic settings.