SAP HANA CLOUD PLATFORM Gamification Service: Help Desk Customization

Philipp Stehle / SAP SE Description In this exercise, we’ll tweak the gamification mechanics of the help desk app manually using the “Gamification Workbench”. We’re going to increase the number of experience points the user receives for solving a ticket from one to three and increase the total points for critical tickets from three to ten. As a result of that change we also have to adapt the game levels. System prerequisites • Free developer account on Trial instance of SAP HANA Cloud Platform • Firefox or Chrome browser recommended • “SAP HCP Gamification 01 - Onboarding” – complete • Recommended "Hello World" exercises on SAP HANA Cloud Platform complete

Target group • Application developers • People interested in Gamification in

applications • People interested in the SAP HANA Cloud

Platform

Target group requirements • Basic programming skills • Basic knowledge about SAP HANA Cloud

Platform

30 min

Gamification Service: Help Desk Customization

Step 1: Give more XP for solving tickets.

Explanation Screenshot

Before you continue, look at your current application. Note that the changes you do in this exercise are valid for the application you subscribed in exercise 1 as well as for the application you may have deployed in exercise 2.

The first step is to open the “Gamification Workbench”, this can be done by the following steps.

1. Go to the Services tab in your HANA Cloud Platform Cockpit.

2. Click Go to Service under the Gamification Service (BETA) listing.

You may want to bookmark this page.

3. To get an overview of all existing rules navigate to Game Mechanics > Rules

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Gamification Service: Help Desk Customization

4. Open the rule “GiveXP” by clicking on it.

5. Now increase the number of experience points the users receives when they responded to a ticket from one to three. (highlighted number in screenshot)

6. When you are done, hit save and close the popup.

7. Next open the rule

“GiveXPCritical“. 8. Increase the number from two

to seven and save your changes before closing the popup.

The XP the users receive for solving critical tickets are 2 respectively 7 instead of 3 respectively 10, because they also receive the points for solving any ticket.

9. Now you have to activate your changes, to do this press “Apply Changes” above the table.

10. Make sure the number of issues is still zero. You can see the number in brackets on the “Show Issues” button.

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Gamification Service: Help Desk Customization

Step 2: Adapt levels

Explanation Screenshot

1. Switch to the “Levels” category

2. Select all the levels in the table and hit delete.

3. Click new. 4. Now we need your creativity,

just make sure Experience Points are selected in the dropdown and you are using higher threshold than the old levels.

5. Click create.

6. Repeat steps three to five several times.

Do not forget to create a level with a threshold of zero, so that a newly register user already has a level assigned.

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Gamification Service: Help Desk Customization

If we now look at the application again, you should see the new levels (green box). After you solved some of the tickets in the helpdesk, you should also see the increased number of experience points you received (red box). If you are unable to see your level, make sure the experience points are selected as default. To do so, go to “Game Mechanics” > “Points” in your workbench, highlight the “Experience Points” row and press the “Set as Default” button.

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