System Admin and Configuration
Discussion List
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Use a variable in a business rule Email Incident Information action.Content Hello, I have 5 different email groups that need to receive an email, but only one of the five groups needs to get the email for any single incident. I have a va…Scott Heidenreich 22 views 5 comments 0 points Most recent by Sebastiaan Draaisma-122509 General Technical Discussions -
Show a message with process designer on Agent DesktopContent Hello gurus! I have a Custom Process on Create and Update event for CustomObject and I need to validate a field, if exists show a error message. But I Can't solv…Jairo Cordero 27 views 4 comments 0 points Most recent by Scott Harwell General Technical Discussions -
How do I use an incident subject as the subject line in an email sent by a business rule?Content In the business rule "Add Action -Then" there is an email incident information action that can be used. I append standard text that includes all kinds of informa…Scott Heidenreich 37 views 2 comments 0 points Most recent by Scott Heidenreich General Technical Discussions
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Child record Data Import using mobile number instead of Contact IDContent Hi All, Please note we have a requirement as below Is there any possible way to set Mobile number as "Unique ID" instead of "Contact ID" or "Email ID"? Need to i…Seethalakshmi S 25 views 2 comments 0 points Most recent by Seethalakshmi S General Technical Discussions -
Validation Error in data import wizardContent Hi gurus, I encountered this error when loading contact data using data import wizard. I included a custom duplicate criteria. x_pin={1} even after using x_pin={…Sylvia S. 34 views 2 comments 0 points Most recent by Pramod Vasudeva Murthy-80436 General Technical Discussions -
Data Import Failed - Error Log AttachedContent Hi All, I have created Transaction as Custom Object Which contain 5 fields and it is child of Organization. I have Transaction records around 6 lakh but when i a…shreesha 21 views 11 comments 2 points Most recent by Pramod Vasudeva Murthy-80436 General Technical Discussions -
Linking IncidentsContent Hello, I am looking for a process to link incidents together. For example, if two or more customers call to report the same issue, is there a way within Oracle t…
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Can I use Message Bases or Variables in Workspace labels?Content Hi all, Is there anyway to use a configurable field in a workspace? Specifically, I have many workspaces that contains Product and Category input fields. However…Niamh Nic Clamha-121751 32 views 1 comment 1 point Most recent by Mig Ponce-121584 General Technical Discussions
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Increment by business rule is not accounting for weekends and holidaysContent We are trying to increment a custom date field by X number of days. This rule will only use calendar days, it does not exclude weekends or holidays. Is there a w…
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can we import the business rules via any processContent Hi All, Is it possible to import all the business rule from one instance to another via any process. Kindly give idea on this. Thanks, MuthuMuthulakshmi Muthaiah-121678 18 views 5 comments 0 points Most recent by Vchopra-Oracle General Technical Discussions -
If Current Date is Holiday - Business RuleContent Hi all, I was looking into automating our system a bit more around the Bank Holidays. As our office is not open on these days, we typically change our auto-respo…James Branston 42 views 5 comments 2 points Most recent by James Branston General Technical Discussions -
Escalation Mails not receivedContent Hi, I wanna escalate an email to Service Manager whenever there is a Private Message or post with highest negative rating (-3) captured in the Social Monitor fro…Rasheed Ahamed 25 views 7 comments 0 points Most recent by Mark Kehoe-124305 General Technical Discussions -
Adding Holidays to SLAs?Content We're running into issues adding Holidays to existing SLAs and then the SLA is not being picked up. I've reviewed this KB article ( https://cx.rightnow.com/app/a… -
Unable to forward an incident via Business Rule Outside of an SLAContent Hello All, I have created an SLA for example 7-5. I want to be able to forward the incident details to a distribution list from 5-7 while i have no agents live. …Perry Plaine 27 views 1 comment 0 points Most recent by Sebastiaan Draaisma-122509 General Technical Discussions -
how to invoke business rule without changing incident statusContent I want to send auto acknowledgement (which is an answer) to customer when certain redirects are submitted by an agent, so when customer sends an email to RightNo…J Smith 29 views 1 comment 0 points Most recent by Sebastiaan Draaisma-122509 General Technical Discussions -
Custom message sent to customer vs agent when a business Rule is activeContent Hello, I have a question regarding the notification email that the Agent is getting when an Incident notification is sent via email. I mean, I want the agent to …Mirela Iepure 23 views 9 comments 0 points Most recent by Mirela Iepure General Technical Discussions -
no attachment is displayed within incidentContent Hello, my problem is, that incoming incidents of channel type facebook are displayed in my agent desktop correctly. I thought "If the the facebook message includ…Daniel -116898 32 views 4 comments 0 points Most recent by Ryan -124631 General Technical Discussions
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How I Can to import "Contacts" from Data Import Wizard?Content Hi Everyone, I´m using Data Import Wizard in order to import "Contacts" but the option in the list of "Data record Type" doesn´t exist. So, I can try to add a ne… -
Need a way to customize chat hours for days before holidayContent Our contact center has standard hours of operation most days (7am to 7pm CST), plus certain days we have configured as holidays. The problem is, the day before a…Kristine Tannert 19 views 4 comments 0 points Most recent by Erica (Leep) Anderson General Technical Discussions -
The Data Import Wizard and Marketing PromotionsContent I'm trying to figure the best way to do this... Our front-line staff uses the Contact workspace as a dashboard when servicing our members. We'd like to inform ou…Nick L-113854 26 views 2 comments 0 points Most recent by Nick L-113854 General Technical Discussions -
Extended Holiday Hours - Response RequirementsContent During the holidays, our contact center has periods where we extend our operating hours. Is there a way to create temporary Response Requirements? Or another way…
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If you have a how-to question about configuring business rules for incident management, which...Content Hi, If you have a how-to question about configuring business rules for incident management, which community forum should you visit? Thanks and Regards, Neha SinghNeha Singh-124398 25 views 1 comment 1 point Most recent by Carl Elliott General Technical Discussions
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Mass Category change using Data ImportContent Hey Peoples, So I'm using the Data Import feature to update some incidents categories but I'm having difficulty in understanding how I'm to format the new catego…
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Data Import Wizard Does Not Import All Records (Stalls)Content When importing records into the Data Import Wizard the Pre-scan of the records works. However, after clicking the next button to import the records, the Import W…catherine brown 41 views 1 comment 0 points Most recent by Carl Elliott General Technical Discussions
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Custom Message Base (HTML Characters)Content Hi, I'm trying to modify a Message Base (in this case: STRNGBLLTD_LSTSSTRNG_CNT_SNGL_BLNK_LN_BF_MSG) When I try to customize it (using too) I'm getting the erro…Gerard Rafols 24 views 2 comments 0 points Most recent by Gerard Rafols General Technical Discussions -
Automating Responses with Business RulesContent Hi everyone; Hope you can help. Our support team is looking to create a series of auto response business rules based upon ticket status and severity level and ne…Michael Bishop 34 views 1 comment 0 points Most recent by Carl Elliott General Technical Discussions -
Mapping of email addresses to queuesContent Hi colleagues, We currently have a number of outlook email addresses pointing to a single queue in OSC. If we created a queue in OSC for each outlook box how can…David Queen 31 views 3 comments 0 points Most recent by Erica (Leep) Anderson General Technical Discussions -
Data Import-Support Account AssistanctContent Hi All, While importing the contact through data import,can we send the support account assistance mail to the customer? Thanks, MuthuMuthulakshmi Muthaiah-121678 15 views 1 comment 0 points Most recent by Anuj Behl General Technical Discussions
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Can we use Message base variables in Business RulesContent We have lot of escalation rules with different times, each and every time going to the rules and changing the time is bit hectic for maintenance. Instead of this…Raviteja Sure-124554 21 views 0 comments 1 point Started by Raviteja Sure-124554 General Technical Discussions -
Fields used when emailing opportunity information via business rulesContent Am I able to customize the fields used when emailing opportunity information via an opportunity business rule? The fields displayed in the email currently (image…Nick L-113854 24 views 2 comments 0 points Most recent by Nick L-113854 General Technical Discussions