Hi,
My requirement is to collect some information from users calling our support (who are using Oracle Service Cloud). To do this, I created a custom object in OSC and created a relationship to Incident object such that Incident is the parent object. In OPA, I created an entity for the custom object and Global entity would be used as Incident. I want a one-to-one mapping with Global and child entity. But since I can't create a one-to-one mapping in OSC, I had to create a many one relationship in OPA and restrict multiple instances of entities by giving a static default of 1 and hiding buttons to create more instances.
My interview is set for 'Contact Center Staff'. When an entity instance exists for Incident and agent runs the interview, I am able to update the entity instance. But when agent runs the interview where there is no entity instance yet, all I see is blank interview screen with no entity questions. (Entity instance is not being created). Mapping properties are set to load Incident at the start of the interview.
Please let me know how to get past this or if there is a better approach to design this solution?
Thanks,
Anuj