Service Console
Discussion List
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Random hot keys while trying to search reportsSummary: Random hot keys while trying to search reports Content (please ensure you mask any confidential information): Once in a while, when attempting to search an expl… -
Error: Revocation information for the security certificate is not availableSummary: Users receive a error message on openning CX : "Revocation information for the security certificate is not available". Content (please ensure you mask any confi… -
Some user are getting a SSL Certificate Validation errorSummary: When some users are starting the Rightnow desktop app, once it loads, they get a error message that "there is a problem with the SSL certificate for this site. …
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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 63 views 1 comment 0 points Most recent by Nika Gerson Lohman Agent Desktop -
Can you export and import a Message TemplateHi all, I have a Message Template in the test site and will like to import it to the production site. Is there an import/export available to Message templates? Also is t…
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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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how to add incident reference number into proposed answerwe have a requirement when an incident is proposed as an answer is there any way we can add it into notes of answer automatically (or)we can add new tab into workspace a…Santosh kumar purusottam 23 views 1 comment 0 points Most recent by Steve Garvert-Support-Oracle Agent Desktop
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How to ensure agent is available for chats in multiple languages?Summary: We currently have agents set up to take 2 chats in either English or Portuguese and they have those 2 queues assigned to their profile. The issue is if they are…
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DORMANT INCIDENTSSummary Need more information on Dormant incidentsContent Hi Team, Can someone provide me more information on dormant feature in service cloud? I have gone through the d…
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How to simplify data entry for incidents with children and grand children custom objectsSummary: Data entry for a new incident when there is a child record and a grandchild record needed for the new incident takes way too many clicks. Is there a way to simp… -
Error in log file RightNow.CX.BackgroundUpdates Error 1:Summary: In one user's log file is the error about background updates. What could that be caused by? Content (required): RightNow.CX.BackgroundUpdates Information: 1 : […
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Is there a way to add a script to a Message TemplateSummary: Trying to add a script to the body of the template send via email. Content (required): I am trying to add a script to an existing Message template. In the HTML …
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Are there any issues with having the same service mailbox used in 2 interfaces?Summary: I have just set up a new mailbox for Belgium ... selected our French interface when I created it, but I'd like to add this mailbox to our Netherlands interface …
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Can I edit SLA timestamp in Workspace with custom field (datetime field)?Summary: I'm trying to accomplish edit to SLA timestamp with adding custom field to the Workspace. Is there a way to overwrite the SLA without API? Content (required): C…
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Tip Tuesday – Agent settings for incident assigned email notificationsSummary: Agents would like to get email notifications when incidents are assigned to them. Content: Agents can configure their Personal Settings to have Oracle Service C… -
How to identify organization-specific service rolesHello, We have 4-5 types of employees assigned to each organization, such as sales, service, finance. RightNow allows the specification of the sales rep out of the box, …
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Import message base entry - error "Updates are not allowed"Summary: We have some custom message base entries for our AAQ page that will direct the customer to a company website. When we clone from prod to a test site, we want th…
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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 110 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… -
Profile and navigation set limitationsSummary: Profile and navigation set limitations Content (required):Is there any limitation to creating navigation sets and profiles in the Oracle service cloud environme…
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In right now I want to run a survey form Once the Incidents Status is closed/ SolvedSummary: In right now service cloud I have created a Survey Form, but I want to trigger it Once the incident Status is closed/solved. Content (required): Version (includ…
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Not getting data upon submit on Incident Custom field Type "Menu" on chat launch pageSummary: Hi Experts, I have a Incident custom field ( since I know only incident custom fields are accepted on chat pages ) data type menu. The problem is upon submit. T…
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image with standard textSummary add image with standard textContent is there any ways to add logo ( image) and slogan to the standard messages ( text) with variables
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certificate error when installing Agent desktopSummary: Hi All, I am trying to install agent desktop but i cannot install it and getting the attached error but i can open Customer portal. Is it is a system issue? Con…Sathya Rajendran 53 views 1 comment 0 points Most recent by Megan Akins-Support-Oracle Agent Desktop -
How to upload JMS Queue Message to oracle Service cloudHi community I have designed the JMS code and want to upload it to service cloud for it to consume the data can anyone guide me on how to achieve this Thanks
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Screen pop a report that uses "in list" filter?Content (Sorry for cross-posting with Analytics - not sure if people read both.) I've created a report that searches for contacts using the "in list" filter. (contacts.c…
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How many profiles do we need?Summary: I'm trying to figure out, in furtherance of economy, how few profiles we need for our organization. Content (required): Greetings hivemind. In our organization,… -
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… -
Transferred chat Incident is assigned to original agent/queueContent We have chat setting to create incident at beginning of chat, so that the agent can assign the category. However, when the chat is transferred to a new agent, th…
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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…