Discussion List
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Message Template for "on create" is being sent when a message is updatedSummary: I have two separate message workflows, Create and Update, and the creation template is being sent when an SR is created AND when it is updated. System is not se… -
Incident not created through EmailContent (required): When user sends email from a particular email address, Service cloud is not creating Incident. We checked in the "Incoming Email Filter" report and f…Padma Varadarajan 1 view 6 comments 0 points Most recent by Praveen: RN Application Engineer-Oracle Communication Channels
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Feature Friday - Forward and Track Incident Internal ResponsesSummary: Incident can be forwarded to the peer(s) using the Forward functionality (sent as email) and responses can be tracked in the Incident threads. Any response to t…Premkumar Sabarinathan-Oracle 41 views 0 comments 3 points Started by Premkumar Sabarinathan-Oracle Communication Channels -
Linking Incidents with Similar SubjectContent (required): Hi All, We are receiving the following request from our Customers. When customer send an email to OSvC and this email thread has continuous ongoing c…Padma Varadarajan 1 view 11 comments 0 points Most recent by Padma Varadarajan Communication Channels
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Is there a way to configure email send times?Summary Set a window for emails to be sentContent We have a client that would like emails sent only during a specific time period (e.g. 8:00 to 18:00 hrs) even though ag…Nancy Franchino 12 views 1 comment 1 point Most recent by Srinath Srinivasan-Oracle Communication Channels
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Email not creating IncidentContent (required): Hi, When we send multiple emails from the same sender to the same mailbox continuously. After some time the Incident creation stops and there is no r…
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Can we configure 50+ Service mailboxes for inbound emailSummary: We have 50+ line of business, hence would like to create 50+ mail boxes for the creation of incidents via inbound email functionality. Content (required): Can w…
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Archiving/Publishing Mailings to WebSummary: client potentially wants publish past email blasts to a web page for customers. Content (required): We're exploring an efficient way to publish certain previous…
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Create Multiple Incidents When Multiple Mailboxes EmailedContent Due to the complexity of our support center we have instances where multiple Oracle mailboxes are CCed on an email, but the email is only routed to one queue and… -
Email content mapping with the Service RequestSummary Anyone can help in providing me with an answer on how to configure the system to map the email content into a service request?Content Hello everyone, I am trying…Hamzeh Al Karmi-138454 18 views 3 comments 0 points Most recent by Jenny Rose Vinarao-198885 Communication Channels
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Disconnect and pop up survey if user close the tab of chat landing pageSummary Disconnect and pop up survey if user close the tab of chat landing pageContent Hi All, I am trying to disconnect the chat and popup the related survey on closure…
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Inline image security with forwarded emailsSummary How to secure inline imagesContent We've had this come up as a potential issue with one of our customers. They're often sent sensitive data as inline images in a…
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See individual emailsSummary How do I see individual emails that have bounced back to OSvCContent Hello, How do I find emails that have bounced back to OSvC from a mailing? I can see how man…Scott Heidenreich 17 views 4 comments 0 points Most recent by Scott Heidenreich Communication Channels -
Gmail Question Mark icon for email address forwarded to default Oracle addressSummary can I make the question mark not show up in gmail when the email address we are using forwards to OracleContent I have set up an outlook mailbox that forwards ov…
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Making standard text read-onlySummary Making standard text read-onlyContent Hello, We've been asked by some of our customers if its possible for an agent using OSvC to add standard text to an inciden… -
RESCHEDULED: CX – Visual Engagement with Oracle Service Cloud: Refresher WebinarContent Due to unforeseen issues, this topic has been rescheduled to 10 July 2019 @ 8am PT. Apologies for the inconvenience. -
ChatBot integrationSummary ChatBot integration with ORNContent Hello Team, I would like to understand that how we can integrate the Chatbots with service cloud, is it possible? Does anybod…Saurabh Sharma-71758 90 views 9 comments 0 points Most recent by CAMILO PIEDRAHITA Communication Channels
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Duplicate email address with Email Address Sharing disabledContent Hello, We have Email Address Sharing disabled, but still, we have a number of contacts with same email address (sent by API integration from a platform). The ema…
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Including CC in Email Submission creates IncidentContent We are experiencing an issue that when customers sends an email to create an incident and they also cc other people. Now when those people reply all to the email…
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Which email address was email X sent to? (transaction.description?)Content Hey guys, I am trying to figure out how I can see to which email address a customer has sent an email to. Did he/she sent it to [email protected] or [email protected] …
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Private Note Email IssueContent When our agents are adding private notes email type when they send the contact is getting an email also the Incident Unresolved message template. This email to t…
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Send email to contact when incident is assignedContent Hello dears, We have the following situation: we want to send an email to the incident contact when the incident is assigned to a staff member. Since there is no… -
Sending an email to an email address from a custom objectContent We have a requirement to send an email to a person that is not in the standard Contact object. Is it possible to leverage Oracle Service Cloud's built-in emailin… -
Send Receipt Email (or another Template) to more email addressesContent Hi, We have one escenario where customers can create incidents via techmail. And they can CC other email addresses. We have a PHP Custom Process that stores in a…