Category 235
Discussion List
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Can the chat estimated wait time calculation be modified?This post was created as part of a How to Service Request (SR) Release: 11.13.22.04 Summary of the question: The the average waiting time always return zero seconds, it …Robert Mutton-Support-Oracle 27 views 1 comment 0 points Most recent by Robert Mutton-Support-Oracle B2B Service -
Is there a way to view chat transcript if it is not associated to a contact or SRSummary: Is there a way to view chat transcript if it is not associated to a contact or SR Content (required): We are seeing chats with no contact associated and Agent a…
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Under My knowledge classic, how to filter category based on user BU access?Summary: How to filter category based on user BU access. Content (required): While searching category under My knowledge Classic, all the categories for different BU is …Om Prakash Yadav-Oracle 1 view 1 comment 0 points Most recent by Om Prakash Yadav-Oracle B2B Service
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Audit History in Internal Help DeskSummary: We are implementing Internal Help Desk (Next Gen). How do I see the history of the Service Request? Content (required): I have configured Audit Policies and the… -
Comlete record insertion while failing ESS jobContent (required): We 're running Groovy function with Schedule Custom Groovy Object Functions ESS job. Function body: def exceptionErrorMessage = '' try{ //do processi…user-637687681abda298cf4371136aa33765 11 views 0 comments 0 points Started by user-637687681abda298cf4371136aa33765 B2B Service -
"Clear Touch" CTI Integration**This post was created as part of a How to Service Request (SR) Release: 22A 11.13.22.01.0 Summary of the question: "Clear Touch" is vendor for call center platform. Is…
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Self-Service RegistrationsI'm looking to enable the Registrations Requests in the Service work area for our DCS implemantation (which is enabled). The option doesnt appear to add on the service s… -
Markie Awards- We want to put YOU in the spotlight- Nominate now!This year marks the 16th year Oracle will celebrate customer experience (CX), innovation, and excellence in advertising, marketing, sales, service, and e-commerce.It’s a… -
Not able to store data in newly created custom fieldSummary: I have created a field(type text) ServiceActivityBillingType_c in a custom object(child of SR) and trying to store data in it using setAttribute() in a function…
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Bulk Update of a Custom Field in SR objectSummary: We have created a custom field in SR object. Now we want to update this field with some value for close to 50 K records. How to do this bulk update. Version (in…
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Is it possible to implement token based auth when using SOAP instead of basic auth using IDCS?Summary: Is there a way to setup or implement token based authentication when using SOAP instead of basic authentication without using IDCS? Content (required): Version …Daniel Placinta -Support-Oracle 12 views 1 comment 0 points Most recent by Mihir Jha -Oracle B2B Service -
Can the Service Request message_id tag be removed from outbound messages**This post was created as part of a How to Service Request (SR) Release: 11.13.22.01.0 Summary of the question: Can the system generated Message Id be removed for Respo…
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Outlook 365: Can the Account card be customized on the Side Panel Related Records section?Summary: Can the Account card be customized on the Side Panel Related Records section? The customer needs to change the account number to a custom field(EBS account numb…
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How to use "http-signature" authentication for external REST API?Summary: We have an external REST API that we want to call from CX Sales & Service groovy script. The authentication scheme is "http-signature". As you see that is not i…Daniel Placinta -Support-Oracle 21 views 1 comment 0 points Most recent by Daniel Placinta -Support-Oracle B2B Service
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Best Practices to work with CategoriesSummary: how to work with categories in groovy scripts Content (required): Hi, Now We have a lot of requirements that want to set information based on SR category (like …
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Best Practices to work with CategoriesQuestion : Best Practices to work with Categories ------------------------------ Body------------------------------------ **This post was created as part of a How to Ser…
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Is it possible to change the default filter values selected for SR in Accounts details page layout?Summary: We are looking to show all the SRs for Accounts (open and closed) by default in Service Requests tab of Account. At present by default Open SRs are shown and th…
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Is there a way to find a message sent to an invalid email address?Question : Is there a way to find a message sent to an invalid email address? ------------------------------ Body------------------------------------ **This post was cre…
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Desktop notifications for B2B Service cloud usersSummary: We have a requirement to send a screen pop-up on the B2B Service application or a desktop notification to B2B Service users. Content (required): When a customer… -
Achieve delay of 15 Min in Groovy scripting for SR objectSummary: How to achieve a delay of 10 min in SR object trigger using groovy scripting. We dont want to use Milestones as it might disturb the already setup milestones. V…
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How to create Work Orders for Service Request in BulkSummary: Customer is looking for when we supply a list of SRs and it will initiate a mass creation of WO's on all of the SR's. And also should allow them to bulk update …
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When viewing Service request messages is there a way to show To: From: CC on the message?**This post was created as part of a How to Service Request (SR) Release: 11.13.22.01.0 Summary of the question: When viewing a service request the Messages subtab shows…Robert Mutton-Support-Oracle 15 views 1 comment 0 points Most recent by Karyn Kurland-Oracle B2B Service
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How to restrict users to create\update\view SRs for a specific set of BUs?**This post was created as part of a How to Service Request (SR) Release: 11.13.22.01.0 Summary of the question: How can we restrict users from creating/updating or view…Robert Mutton-Support-Oracle 21 views 2 comments 0 points Most recent by Robert Mutton-Support-Oracle B2B Service
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How to restrict knowledge administrator publishing privileges based on content type?Summary: ------------------------------ Body------------------------------------ **This post was created as part of a How to Service Request (SR) Release: 11.13.22.01.0 …
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Is It Possible to Support OFS Suspend Functionality in B2B?Question : Is It Possible to Support OFS Suspend Functionality in B2B? ------------------------------ Body------------------------------------ **This post was created as…
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How to Add Team Member of Queue as Team Member of Service Request?Question : How to Add Team Member of Queue as Team Member of Service Request? ------------------------------ Body------------------------------------ **This post was cre…
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Does the B2B Service mailboxes for service have a spam filter in front of them?Summary: Does the B2B Service mailboxes for service have a spam filter in front of them? Content (required): Spam Version (include the version you are using, if applicab…
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How can I expose the live window?Summary: I was wondering how can I expose the live window in order to access the chats that are sent through the DCS applications by the customers? Content (required): V…
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How to get the Queue Owner Details using Web Service or Groovy ScriptingSummary: "OwnerPartyNumber" field in Queue object gives the party number of Queue Owner. But when I try to get the details of this owner contact using webservice "https:…
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Keyword Search is taking more time and giving popup error messageSummary: Keyword search error popup issue Content (required): Hi Experts, We are using https://abc.custhelp.com/app/account/questions/list page for keywords searching, f…Jayashankar Lingaiah-Oracle 11 views 1 comment 0 points Most recent by Nicoleta Chiru-Support-Oracle B2B Service