Approach for a multi-site customer service

[afernandezq]

Dear all, SAP Commerce offers OOTB customer service, which is a customized backoffice defined in the file
hybris/bin/modules/customer-service/customersupportbackoffice/resources/customersupportbackoffice-backoffice-config.xml
of the customersupportbackoffice extension for the roles customersupportadministratorrole, customersupportmanagerrole, and customersupportagentrole.

Now, let’s suppose we want to use the CS cockpit in 2 different sites and, for example, we want to display different tabs or different data in orders or other types of data, since these sites sell products with different typologies.

The data visibility for one site or another I can easily solve by creating different SiteEmployeeGroups for site1 and site2, but the challenge lies in the part of having different views.

My first idea was to create new roles extending customersupportadministratorrole, customersupportmanagerrole, and customersupportagentrole. For example: site1customersupportadministratorrole, site1customersupportmanagerrole, site1customersupportagentrole, and site2customersupportadministratorrole, site2customersupportmanagerrole, site2customersupportagentrole. But if I’m not mistaken, this does not work because there is no inheritance at the UI visualization level, unlike what happens at the data level with access rights.

So I would like to know what would be the best approach for this case. What comes to mind is copying the entire configuration from
hybris/bin/modules/customer-service/customersupportbackoffice/resources/customersupportbackoffice-backoffice-config.xml
for the new roles (site1customersupportadministratorrole, site1customersupportmanagerrole, site1customersupportagentrole and site2customersupportadministratorrole, site2customersupportmanagerrole, site2customersupportagentrole) and customizing each of them from there, but I’m not sure if there is a better approach.

Thanks.

[balaji_k1]

Hello afernandezq,

Are you looking for a way to manage permissions for UI views? If so, you may need to use the "principal" element. You can find examples of this in the customersupportbackoffice-backoffice-config.xml file.

Make sure that the value of the roles is of type Backoffice Role

Regards

Balaji 

[afernandezq]

Hi,

Yes, I know that in customersupportbackoffice-backoffice-config.xml is where the UI permissions are defined, but they are set for the roles customersupportadministratorrole, customersupportmanagerrole, and customersupportagentrole.

So a user with customersupportagentrole will always see, for example, the same fields and the same tabs in the Customers, Orders, etc. views.

The question is: if I want, in some cases, them to see certain fields and in other cases different fields depending on the site. Suppose site1 and site2.

With SiteEmployeeGroup that has a site attribute, I can make them see only the orders from site1 or site2.

But if I also want them, in the Orders view, to see different fields or different tabs depending on the site, that’s the question. I can’t do it with just customersupportagentrole; I would need to have site1customersupportagentrole and site2customersupportagentrole, and it doesn’t seem like there is inheritance in UI permissions.

That is, if site1customersupportagentrole and site2customersupportagentrole were members of customersupportagentrole, it doesn’t seem to work; it seems I would have to create those roles from scratch.

Best regards

[balaji_k1]

Hello afernandezq,

You  will need to dive deeper into the UI rendering logic. For more complex requirements, overriding the existing code will be necessary, which will involve custom implementation on your part

I recommend listing all the requirements and then addressing each one individually to determine how best to achieve them

Regards

Balaji