Incident Management
Discussion List
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how to create new menu field and add it into incident workspacehow to create new menu field and add it into incident workspace when we exceed maximum limit of index fields with below errorSantosh kumar purusottam 6 views 0 comments 0 points Started by Santosh kumar purusottam Agent Desktop -
how to refresh incidents in the background when multiple incidents opened at the same timewe have requirement like let us say we have 3 incidents with reference numbers 1,2,3 currently agent-A opened all three incident reference number(1,2,3) but working with…
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Forwarding incident to another mailboxSummary: Content (required): Dear All, Hope you are doing well. We have 2 mailboxes (Mailbox1 and Mailbox2) for which both Incoming and outgoing emails are enabled. Both…
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Can our signatures not be automatically appended unless we enter a response?Summary: Content (required): In BUI can our signatures not be automatically appended unless we enter a response? It is very annoying that every time we open an incident … -
Opening the KB Report automatically in BUISummary: Opening the KB Report automatically in BUI Content (required): Hello, When our agents use the BUI they click the magnifying glass to get the KB search report to… -
How do I let all contacts within an organization see and edit all incidents for the organization?Summary: Hello, I've been looking around in the documentation and searching online and haven't found a way to allow the contacts in the same organization to all have acc… -
Monitor for bounce message when using MailMessage() APISummary: Trying to monitor bounced messages that have been initiated by the system through Mail API. Content (required): There is a requirement to send emails using Mail…Jason Phillip 100 views 5 comments 0 points Most recent by Steve Garvert-Support-Oracle Agent Desktop
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TechMail Contact Created but Incident was not getting createdSummary: Hi All, Here the issue is, the contact got created from TechMail but the incident was not creating on the same date. Is there any process stopped to creating an… -
Best practices for rerouting incidents to other queuesSummary: Content (required): We frequently need to reroute/reassign incidents to another team by changing the queue. Our agents struggle to know which is the correct que…
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how to create relationship Parent child relationship for incident object in (right now) servicecloudSummary: how to create relationship Parent child relationship for incident object in (right now) service cloud Content (required): Version (include the version you are u…
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sender is our own mailboxSummary: Our agents often forward an incident to one of our aliases that routes back to OSC instead of putting it in the proper queue. I know these are rightfully blocke…
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Consumer receiving response from different mailboxSummary: Hi All, Here my issue is, the consumer received an email response from German support agent team, but the email is sent from the Spanish Consumer care email add…
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How to change a value of a custom object based on a parent standard object valueSummary: We have the serious need to update a custom object that is related to a parent standard object. In this case it is specifically Content (required): Mobile asses…
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message template/auto response alignmentSummary: When a message is opened, the auto-response/message template is shown above, and then the original message is in the message thread. Is there a way to alter the… -
Adding emails to mailbox discard filterSummary: Adding emails to mailbox discard field Content (required): Hello, I'm wondering if anyone knows whether or not I can use a wildcard (*) when entering an email a…
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Chat Custom ObjejctSummary: Expanding our field limit for chats. Content (required): We can make custom objects and relate them to incidents but we can't relate it to a chat workspace. We …
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REST API: Execute Analytics Reports and Custom scriptSummary: Getting column data via API Content (required): Hello everyone, I have this analytics report with some data. In one of the columns I am using custom script to e…
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ho to place Survey data into a new incident?Hi everyone, My business needs data from the survey to be placed in a new incident that survey has created. I have an advanced mode Website link survey. It consists of a…Pawel Strychocki 52 views 1 comment 0 points Most recent by Premkumar Sabarinathan-Oracle Agent Desktop
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Escalation Workflow for Automated Responses and Status Updates to IncidentsSummary: Escalation Workflow for Automated Responses and Status Updates to Incidents Content (required): We are looking to create an escalation workflow to send an autom…
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Possible to assign queues based on a target volume allocation rate?Summary: Rule to assign incidents between 2 queues according to a set target allocation rate. Content (required): Hello all - we're looking for help setting up a rule to…
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Notify when a task is closedSummary: Hello. Is it possible to configure an alert that tells the incident owner that there is a pending task when an incident is going to be closed? Content (required…