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To ensure that questions get required attention from community members and are NOT left unanswered, it’s important for the author to indicate (by selecting “Yes” or “No” when prompted) whether the question was answered. (newly added) Please note that it is also important to respond to EACH comment your question receives. Your Yes or No response ensures an accurate status for your question.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
For more information, please refer to this announcement explaining best practices for getting answers to questions.
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Discussion List
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Make the SR's Priority with the incoming email addressContent Hi Team, We have multiple incoming email address like domain1@sample.com , domain2@sample.com and if any customer dropping an email to domain1@sample.com an SR w… -
Warned and Comliance Flags are not set in the Service Request Milestone recordsContent Hi All, We are using seeded milestones - First Response Metric and Resolution Metric and these are getting applied properly on Service Request UI but Warned and … -
Unable to See Custom Object in the Navigator/Springboard within sandboxContent Hi Team, I have created a custom object and enabled the security options. Then I want to expose that object into navigator/Home page through structure. But it is…
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Image on EmailSummary Add image file on email templateContent Hello guys. I need to create an Email tempate for Help Desk. And I have the images in png files only. How can I upload th… -
RESCHEDULED: - Sales – CX B2B Service 20D-21A Updates, 2 November 2020, 9 a.m PT - Submit questionsContent Due to unforeseen technical issues, this topic has been rescheduled. An announcement with the new date will follow shortly. Apologies on the inconvenience. -
Knowledge Page CustomizationSummary How can I customize Layout Page?Content Hello all I'm having a problem with knowledge. Where Create button is not appearing to a user that has the approppriate R…
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How to achieve Service Request deeplink as a Hyperlink in the the Smart TextContent I have to create a hyperlink in the smart text which points the end user to the Service Request in DCS customer portal. When smart text is inserted in the messag…
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How to change the order of attachment categories on Service Request Attachment pageSummary How to change the order of attachment categories on Service Request Attachment pageContent Hi experts, When Agent add attachment on a service request, drop-down …
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If there is any giude or doc please explain the environment upgrade and steps that must be done befoContent If there is any giude or doc please explain the environment upgrade and steps that must be done before the UAT done in the upgraded test env and already this "ht… -
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B2B Intelligent Advisor Connector - Custom Revenue Line FieldsSummary Custom Revenue Line Fields not available for input or output mapping using Intelligent Advisor ConnectorContent We are using the latest version of the Intelligen…
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Required field errorSummary Title being required without the actual need toContent Hello all. Guys I've re-configured the layout of SR creation page. Just like the image attached. Though it…
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Standard Coverage: List Price not displayed in Adjustment BasisSummary What's the setup?Content Hi, I am trying to add a service activity in coverage template. When I select adjustment basis, I expect to see 'List Price' listed but … -
Associate multiple Sales Accounts to a Service RequestSummary The goal is to be able to associate mutiple accounts to one service requestContent As designed, the Service Request has a 1:M relationship with the Account objec… -
RESCHEDULED:- Sales – CX B2B Service 20D-21A Updates, 20 October 2020, 8 a.m PT - Submit QuestionsContent Due to unforeseen issues, this topic has been rescheduled. An announcement with the new date will follow shortly. Apologies on the inconvenience. -
Custom Fields in HRHD TriageContent Has anyone added any custom fields to the main queue of HRHD? We would love to bring in the employee's Business Unit. I've seen some examples of office hours to …
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How to merge duplicate service requests (SRs) by agent?Summary We occasionally need to merge two service requests into a single service requestContent How do others manage duplicate service requests? Is there a method to qui… -
How to setup chat assignment rules?Summary How to setup Assignment Rules to assign chats to certain queues?Content Hi, We're implementing the chat functionality on a few portals (we're not using DCS, only… -
What is the maximum number exactly for the returned recordsSummary Exceeded configured maximum number of allowed input records.Content Exceeded configured maximum number of allowed input records. Error Details Error Codes: EKMT3…
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Best practice to create a custom roleContent Hi, I had 2 queues as Q1, Q2 and I want to add one button in the SR details page layout which should be visible only for Q2. For that I have created a new role w…
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How to store Opportunity record in service requests sub-tab ?Content Hi Team, I am having a button as "Create opportunity" which will create a record into opportunity object and a subtab as "Opportunities" in service request layou…
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Organization Hierarchy in B2B serviceSummary Benefit of having organization hierarchy in B2B serviceContent It seems like unlike Sales, in B2B service, Service request details are accessible to everyone who…
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Advanced REST API QuerySummary How to perform advanced API queriesContent I need an advanced query beyond the basic "q=Column=Value" I have a Custom object joined to the Account object with Ac… -
Channel Required Validation on Sending ResponsesContent Hello, We have a requirement to require the channel when sending a response or forward. I've gotten the attached Groovy Script validation from an Oracle Consulta…User_2025-01-31-00-25-12-234 29 views 2 comments 0 points Most recent by User_2025-01-31-00-25-12-234
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Milestones not Applied to SR and time remaining and due date not updatedSummary Milestones not Applied to SR
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Action Plan AutomationContent Dears, I need to start the action plan automatically after I click Save And Continue in the service request.. how can I do this? Version 20C (11.13.20.07.0) -
Milestones not Applied to SRSummary System dispalyed Time remainig 14 hours instead of 5 mins
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How make the Assigned to field mandatroty only after the SR created automatically via email or manuContent Need to add script to make the field to be mandatory only after creating and updating the SR not when creating
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Setting milestone through data uploadContent Hi Team, I have uploaded some service requests through import management and verified that the milestone is not set even after clicked the "update service reques…
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This SR is not closed so it is urgent to know the cause pleaseContent created new status under resolved status call "E-resolved" then selected it for this SR and I add this profile "IN DAYS RESOLVED" to be 1 so it should after 1 da…