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Customize game mechanics of HelpDesk application in SAP HANA Cloud Platform

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Customize game mechanics of HelpDesk application in SAP HANA Cloud Platform

By colin.kraczkowsky

Manually customize the game mechanics of the gamified HelpDesk application using the Gamification Workbench on the SAP HANA Cloud Platform.

You will learn

In this tutorial, you will tweak the game mechanics of the HelpDesk application manually using the Gamification Workbench on the SAP HANA Cloud Platform. You will increase the number of experience points the user receives for solving sample tickets and increase the total points for solving sample critical tickets. As a result of that change, you will also have to adapt the game levels.

Details


  1. In your Web browser, open the cockpit of the SAP HANA Cloud Platform. Then select Services from the left-hand navigation and click the Gamification Service.

    Open Gamification Service

  2. Click Go to Service.

    Go to Service

    You can bookmark this page for ease of access in the future.

  3. Select the HelpDesk application from the drop-down menu in the upper-right corner.

    Select HelpDesk Application

  4. To get an overview of existing rules, navigate to the Game Mechanics tab and select Rules from the second level navigation bar.

    Check Rules

  5. Open the rule GiveXP by clicking on it. Select the Consequence tab under Rule Logic.

    Open XP Rule

  6. Select Edit and increase the number of Experience Points that users receive when they respond to a ticket from 1 to 3.

    Change XP Points

    updateAPIv1.givePointsToPlayer($playerid, 'Experience Points', 3, 'Ticket processed');
    update(engine.getPlayerById($playerid));
    
  7. Click Save.

    Save Experience Points

  8. Open the rule GiveCT by clicking on it. Select the Consequence tab under Rule Logic.

    Open CT Rule

  9. Select Edit and increase the number of Experience Points that users receive when they respond to a critical ticket from 2 to 7.

    Change CT XP Points

    updateAPIv1.givePointsToPlayer($playerid, 'Critical Tickets', 1, 'Critical ticket processed');
    updateAPIv1.givePointsToPlayer($playerid, 'Experience Points', 7, 'Critical ticket processed');
    update(engine.getPlayerById($playerid));
    
  10. Click Save.

    Save Experience Points

    Experience Points for responding to critical tickets are given in addition to Experience Points given for processing any ticket. In other words, users will now receive 10 points when solving a critical ticket (7 critical points plus 3 points for solving any ticket).

  11. You can ensure that these rules were successfully updated by checking the notification center in the upper right-hand corner.

    Notification Center

  12. Still in Game Mechanics, select Levels from the second level navigation bar.

    Levels Tab

  13. Select all the levels in the table and choose Delete.

    Delete Levels

  14. Click Add. Enter a Name, make sure that Experience Points are selected in the Points drop-down, and enter a value in the Point Threshold. Click Save.

    Create Levels

  15. Repeat the previous step three to five times until you have a variety of levels.

    Start with a level with a small threshold, so that newly registered users will have a level already assigned.

  16. Launch the gamified HelpDesk application by first selecting Help in the upper-right corner.

    Help Button

    Then clicking Open HelpDesk from the pop-up window.

    Open HelpDesk

  17. Select continue when the home screen of the sample gamified HelpDesk application appears.

    Enter HelpDesk Application

  18. To see your new game mechanics in action, first respond to one of the generated sample tickets.

    Respond to Ticket

    Then click your name in the upper-right corner to go to your profile.

    Go to Profile

    In your profile, you should see the new levels (green box) as well as the increased number of experience points you received (red box).

    See Results

Next Steps

Updated 06/10/2016

Time to Complete

20 Min.

Beginner

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