System Admin and Configuration
Discussion List
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How to route incidents with global teams so that if incident is responded in UK and customer comes bContent How to route incidents with global teams so that if incident is responded in UK and customer comes back in US time zone, US agent should be able to respond it an…Meena Pethkar-231769 7 views 0 comments 0 points Started by Meena Pethkar-231769 General Technical Discussions -
Service – Everything You Need to Know About B2C Service Updates, 13 January 2021, 10 a.m PT - SubmitContent Submit your questions for the Service – Everything You Need to Know About B2C Service Updates session to have them answered during the live event. Post your ques…Tim Smith-Oracle 18 views 0 comments 0 points Started by Tim Smith-Oracle General Technical Discussions -
Creating Incident Escalation LevelSummary Our system currently has 7 options for Escalation levels - how to create new optionsContent I am looking to build new escalation rules to send and email to a cus… -
Using time of day in a ruleSummary Using time of day in a ruleContent Hello! I'm trying to write a rule that will close incidents with a specific product/category/status at the end of the business… -
Monitoring BUI UsageSummary Is there a way to see how many agents are using BUI vs. RightNow?Content Hello, I searched around in the analytics and didn't come across a report I could use to…Scott Heidenreich 35 views 6 comments 0 points Most recent by Justin_D General Technical Discussions -
CONFIG Settings in CPMSummary Config setting in Process Designer EventsContent I am getting an error in CPM when trying to use the following: \RightNow\Utils\Config::getConfig() Is it possibl… -
View deleted products and categories?Summary View deleted products and categories?Content Hi, Is it possible to view an audit of whether any products or categories were deleted? Thanks, JJ -
Business rule processing frequencySummary Business rule processing frequencyContent Hi all, Good day, I have created an escalation rule for the requirements. Please clarify the working flow for below men… -
Auto Reply to sender and all CC'ed contactsSummary On initial inbound emails, can all contacts receive the system generated auto acknowledgementContent Our system is currently set up to add CC'ed to our incidents…
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Allow non contacts to update incidentsSummary Allow non contacts to update incidentsContent Hi, Let's say we have an incident. I then copy in [email protected] via the workspace so they get an email. However the…King Jack 12 views 6 comments 1 point Most recent by Mary Gilbert-114916 General Technical Discussions
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How to create business rules to route incidents based on attachment = True or FalseSummary How to create business rules to route incidents based on attachment = True or FalseContent Hi, We have requirement that, if customer emails comes with attachment…Meena Pethkar-231769 17 views 1 comment 0 points Most recent by Ajay Yadav-140866 General Technical Discussions
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Is it Possible to Mass Delete Contact Logins?Summary How can I mass delete all Contact Logins for a specific Contact Type?Content I have one of my Contact Types where I want to remove the Login field data. I don't … -
Toast notification not populating after assigned/reassigned to incidents/ Tasks/opportunities to AgeSummary Toast notification not populating after Assigned/Reassigned Incidents/ Tasks/ Opportunities to Agents Login in BUI for few of the Agents. And unable to reset LS_…Bajeebi Shaik 11 views 4 comments 0 points Most recent by Bajeebi Shaik General Technical Discussions
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Column name or API for custom fields in custom objectSummary Unable to find column name or how to create column name or API for custom fields in custom objectsContent Hi All, I have created custom fields and used on worksp…
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Fill Inbox - Pull Policy challengesContent Hi, We have been facing a challenge in our organization for some time now with regards to the available pull policies with Fill Inbox. Often times we face a situ… -
Updating the password policySummary What happens to current users if the password policy is changed?Content Good day! We're getting ready to update our password policy for OSvC. I'm curious what ha…
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REMOVEDSummary REMOVEDContent REMOVED Version 19C -
Will we ever move on from WebDav?Content Hi, I'm trying to do a backup on a 1Gbps connection. I've downloaded ISOs of Linux distributions in minutes and have enjoyed wonderful 4K streaming Netflix TV. H…
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Restrict popup notifications on one object?Summary Is it possible to restrict popup notifications on one object?Content Hi, we would like not to receive any popup notifications for the "Task" object, but continue…David Soto V. 19 views 2 comments 0 points Most recent by Ginny Zuckero General Technical Discussions
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5 Best Practices to Managing User Accounts in Oracle Service CloudContent Check out this short video on "5 Best Practices to Managing User Accounts in Oracle Service Cloud" from community member Chris Dellen. Managing user accounts can…Erica (Leep) Anderson 21 views 1 comment 1 point Most recent by Justin_D General Technical Discussions -
how to whitelist incoming emails (not Oracle mailboxes)Summary how to whitelist incoming emails (not Oracle mailboxes) due to large numbers being blocked by spam config settingsContent We forward e-forms from other business … -
Forward Record from Incident - email Body ContainsSummary Forward Record from Incident - email Body ContainsContent When we forward a record (incident) when the email is received, we see many custom fields in the body o…Marissa Gonzales 10 views 1 comment 0 points Most recent by Mary Gilbert-114916 General Technical Discussions -
Parent Child incident status syncSummary Synchronize parent incident status to child incident statusContent The objective is when the parent incident status changes, the child incident status must synch…
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How to get details of the changes / functionality performed by a published sandbox in order to writeSummary There is one Published sandbox. I want to rollback that sandbox but what functionality or changes it is performing in the page is not confirmed but which Publish…Sanskrati Borade 26 views 1 comment 0 points Most recent by Robert Surujbhan-Oracle General Technical Discussions
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Using data import wizard on just non-inactive contact recordsContent Hi, I'm doing a data import but just want to focus on contacts that are not "disabled" i.e. contacts that are active. Is there an easy enough way to do this? Tha…
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What can and can't we do on an upgradeContent Hi, we're being upgraded - I was aware we can and can't do certain things - is there a knowledge article as to what these are i.e. not being allowed to add messa…
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Delete Contact NotesContent We am trying to delete the contact notes where the contacts have already been deleted. Now the contact notes are associated with the contacts that do not exist. …
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Turning on Dormant Incidents but not ArchivingSummary Turning on Dormant Incidents but not ArchivingContent We have had Oracle Service Cloud (RNT) for almost 14 years and would like to test turning on the DORMANT_IN…JLFolkman 13 views 1 comment 0 points Most recent by Mary Gilbert-114916 General Technical Discussions
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Message Template questionSummary Can default sections contain a conditional section?Content We have a fairly complex case section on our question receipt template, but it has always worked for u…Jess Campbell 26 views 5 comments 2 points Most recent by Jess Campbell General Technical Discussions -
How to override business rules to assign incident to new queueSummary How to override business rules to assign incident to new queueContent I have requirement that when incident is created from incoming mail to mailbox it should be…Meena Pethkar-231769 22 views 3 comments 1 point Most recent by Meena Pethkar-231769 General Technical Discussions