This guide explains how to install the ServiceJourney AppBase solution.

Step 1: Import the ServiceJourney solution in AppBase

  1. Download latest solution build from ServiceJourney - Release Management (contact your administrator)
  2. Log in to your ServiceJourney environment
  3. On the top right, navigate to 
    cog
     → Solutions
  4.  Click the
    Import button of your solution
  5. Upload the latest ServiceSolution build (filename like SJ_RC_#.#.#.#.zip)
  6. Set the import options as follow:
    1. Import options: Incremental Import 

    2. Tags: Genesys 

    3. Import solution events: Unchecked

  7. Click the Import uploaded file button
  8. Click the Confirm button

Step 2: Deploy the ServiceJourney solution

  1. Click the
    Lunch AppStudio button of your solution
  2. Navigate to Deployment Management → Advanced Deployment
  3. Click the Preview button to start the deployment.
  4. Click the Execute SQL button
  5. Click the Confirm button

Step 3: Set User Roles

  1. On the top right, navigate to 
    cog
     → Manage Users
  2. Click the hyperlink of your user
  3. Go to User Roles tab
  4. Select the ServiceJourney solution from the dropdown list
  5. Click the Edit
    button
  6. Select the following roles from the Available Roles list
    1. Administrator(your solution)
    2. Caseworker(your solution) OPTIONAL
    3. Developer(your solution) OPTIONAL
  7. Click the Add
    button to add the selected roles
  8. Click the Save 
    button
  9. Select the Configuration Environment from the dropdown list
  10. Click the Edit
    button
  11. Select the System: Solution Access(your solution) role from the Available Roles list
  12. Click the Add
    button to add the selected roles
  13. Click the Save 
    button
  14. Logout and Login again to activate the new roles
  15. Wait while the init configuration will be finished. You can check it in Setup → Advanced setup → Maintenance. 

Step 4: Import ServiceJourney Configurations

  1. Download the latest configuration from ServiceJourney - Release Management (filename like SJ_FullConfiguration_#.0.zip)
  2. On the top right, navigate to 
     → ServiceJourney
  3. On the left, navigate to
     → Setup
  4. Navigate to Export/Import → Import Board
  5. Click the magnifier button to select and upload the configurations file (filename like SJ_FullConfiguration_#.0.zip)
  6. Click the Import button
  7. Do an Advanced Deploy

Step 5: Add the Empty Party

  1. On the left, navigate to
     Case Management → CRM Search
  2. Click the Add New button
  3. Fill the Add Party form using the following data:
    1. Entity Type: Person
    2. Party Type: Customer
    3. Name: Empty Party
  4. Save the new Party
  5. Copy the Party ID, it is needed to set the environment variables in the next step
  6. On the top right, navigate to 
    cog
     → Application Studio → Service Journey
  7. On the left, navigate to Solution Preferences → Environment Variables
  8. Click the Edit
    button next to the
    CUST_CS_EMPTY_PARTY_ID variable
  9. Insert the Party ID of the Empty Party from the previous step in the Value field
  10. Save it

Step 6: Set the EMail Environment Variables

  1. On the top right, navigate to 
    cog
     → Application Studio → Service Journey
  2. On the left, navigate to Solution Preferences → Environment Variables
  3. Click the Edit
    button next to the
    variable and insert a valid value
Email ServiceEnvironment Variable NameDescriptionSample
Graph API

SJ_GRAPHAPI_CLIENT_IDGraph API Client Idb00f0abc-1234-1234-1234-54f601edec22
SJ_GRAPHAPI_CLIENT_SECRET_KEYGraph API Secret keyDEC2022~OQG0kHzhASDFG~HV75pDOSMw1QWERTY
SJ_GRAPHAPI_EMAIL_ADDRESSGraph API email addresssjtest123@servicejorneydev.onmicrosoft.com
SJ_GRAPHAPI_TENANT_ID Graph API tenant idb00f0abc-4567-4567-4567-54f601edec22
POP3CAPTURE_EMAIL_ADDRESSSMTP email addresssjtest123@mypopmail.us
CAPTURE_EMAIL_USERNAMESMTP account usernamesjtest123@mypopmail.us
CAPTURE_EMAIL_PASSWORDSMTP account password12345678
CAPTURE_EMAIL_SERVERSMTP email serverservicejorneydev.mypopmail.us
SMTPEMAIL_PORTSMTP port25
EMAIL_SMTP_SERVERSMTP serverservicejorneydev.mysmtpemail.us
EMAIL_USERNAMEEmail usernamesjtest123@mysmtpemail.us
ENV_EMAIL_FROMEmail addresssjtest123@mysmtpemail.us

Step 7: Set Security Roles

  1. On the top right, navigate to 
     → ServiceJourney
  2. On the left, navigate to
     → Setup
  3. Navigate to Internal People → Users
  4. On the right panel, search for name 'System'
  5. Click on the gear button 
    cog
     next to the System User and select Quick Modify
  6. On Security Roles select the role Case Worker from the dropdown list
  7. Save
  8. Navigate to Internal People → Business Roles
  9. Add the selected Case Worker(s) to each of the ServiceJourney Business Roles
  10. Click Done after adding the members to the Business Role

Step 8: Configure Genesys Cloud

Step 9: Import ServiceJourney Dictionary

  1. Download the latest configuration from ServiceJourney - Release Management (filename like export-data_export_abcd1234.zip)
  2. On the top right, navigate to 
     → ServiceJourney
  3. On the left, navigate to
     → Setup
  4. Navigate to Export/Import → Import Board
  5. Click the magnifier button to select and upload the ServiceJourney Dictionaries file (filename like export-data_export_abcd1234.zip)
  6. Click the Import button

Step 10: Set Environment Variables

  1. On the top right, navigate to 
    cog
     → Application Studio → Service Journey
  2. On the left, navigate to Solution Preferences → Environment Variables
  3. Click the Edit
    button next to the
    variable and insert a valid value
  4. Set the following environment variables:
    1. SJ_DEFAULT_GENESYSCLOUD_QUEUE
    2. SJ_GRAPHAPI_EMAIL_ADDRESS


Step 11: Configure Admin Settings

11.1 Check the Case Categories

  1. On the top right, navigate to 
     → ServiceJourney
  2. On the left, navigate to
     → Case Management
  3. Navigate to Admin Settings → Case Categories
  4. Check Case Type field. It should be filled such as:
Case TypeCategory Name
ComplaintCustomer Service
ComplaintDefective Product
ComplaintNotifications
EnquiryAccount Information
EnquiryProducts
RequestAccount Management
RequestField Service

11.2 Create the Distribution Channels Config

  1. On the top right, navigate to 
     → ServiceJourney
  2. On the left, navigate to
     → Case Management
  3. Navigate to Admin Settings → Distribution Channels
  4. Add a default distribution channel
    1. Email From Address: from Step 6: Set the EMail Environment Variables
    2. Reply-To Email Address: from Step 6: Set the EMail Environment Variables
    3. Use by default: Checked

There must be a default distribution channel configured

11.3 Create the Email Capture Config

  1. On the top right, navigate to 
     → ServiceJourney
  2. On the left, navigate to
     → Case Management
  3. Navigate to Admin Settings → Email Capture
  4. Add the email capture configuration for the default SJ Default Capture channel
  5. Fill the required fields as follow:
    1. Channel Schema: As was set in Step 8: Start the Default Capture Channel
    2. Default Queue: As was set in Step 11: Set Environment Variables
    3. New Party Type: Customer (from Step 5: Add the Empty Party)
    4. Entity Type: Person (from Step 5: Add the Empty Party)
    5. Default Priority: Normal

If you don't see the default channel schema in the dropdown list, you have to Synchronized the form using the sync

button.

11.4 Create the Email Routers Config

  1. On the top right, navigate to 
     → ServiceJourney
  2. On the left, navigate to
     → Case Management
  3. Navigate to Admin Settings → Email Routers
  4. Add an email router configuration
  5. Fill the required fields as follow:
    1. Distribution Channel: from 12.2 Create the Distribution Channels Config
    2. Outbound Address: from Step 6: Set the EMail Environment Variables
    3. Distribution Queue: from Step 11: Set Environment Variables

11.5 Check the Team Notifications Config

  1. On the top right, navigate to 
     → ServiceJourney
  2. On the left, navigate to
     → Case Management
  3. Navigate to Admin Settings → Team Notifications
  4. Fill the email address for the default ServiceJourney Team
    1. Back Office Users
    2. Front Office Users
    3. Developers

Step 12: Enabled the Embedded Mode in AppBase

Step 13: Start the Default Capture Channel

  1. On the top right, navigate to 
    cog
     → Application Studio → Service Journey
  2. On the left, navigate to Channel Setup → Manage Capture Channels
  3. If you configured the Graph API environment, enable the SJ Default Capture channel by clicking the Enable 
    button
  4. If you configured the POP3 environment, enable the SJ Capture POP3 channel by clicking the Enable 
    button

Help Links: