Channel Management extension point in Workforce Optimization for ITSM
Use extension points to call scripts to configure the list sort order in Channel Management.
To see a list of extension points that you can use for Workforce Optimization for ITSM, navigate to System Extension Points > Scripted Extension Points. Use scripted extension points to integrate customizations without altering the core components in the application code. When customizing a base application, you implement the scripted extension points by creating the custom script includes and registering them against the scripted extension points. For detailed information on implementing extension points, see Using scripted extension points in server-side scripts.
| Extension script | Description |
|---|---|
| sn_channel_mgmt.ChannelMgmtExtensionPoint | Add or modify the columns and sort directions in the Note: You can create multiple implementations; however, the implementation with the lowest order number is executed. |
| sn_channel_mgmt.AgentListColumns | Add or update the `getColumns` to modify the current implementation to configure the columns for the All agents list in Channel Management. |
| sn_channel_mgmt.QueueListColumns | Add or update the `getColumns` to configure the columns in the All queues list for Channel Management. |
Parent Topic:Setting up Channels in Workforce Optimization for ITSM