Category 271
Discussion List
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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… -
Is there any way to enable CC field into Customer PortalWe want to enable CC field into Customer portal: https://itshelpdesk.custhelp.com/ so that Customer can keep others also who are interested to know the update of ticket.
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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 21 views 2 comments 0 points Most recent by Santosh kumar purusottam Agent Desktop
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set bounced emails to invalid automaticallySummary: When an email bounces back or is scanned by B2C and determined to be invalid is there any way to have OSvC automatically set the email address for the contact t…Scott Heidenreich 12 views 5 comments 0 points Most recent by Steve Garvert-Support-Oracle Agent Desktop -
Slider Control designSummary: Is there a document that shows how to properly insert a slider bar into the agent desktop, I have played with this, but it is not working as I expected it to wo… -
How to re-establish the API authentication when making API calls from a BUI extension?Summary: When using a BUI Extension and 11-12 minutes of inactivity, API call fails with errorCode OSC-CREST-00014. What is needed to stop this error from occurring. Con…
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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. … -
What are implications of SESSION_HARD_TIMEOUT when using SSO?Summary: Questions about client timeouts and SSO Content (required): We recently moved to SSO. Users are reporting that they are timing out and losing their data. I have…
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need to do validation for duplication in opportunity objectSummary: I need to do validation for duplication in opportunity object for Phone number in sales cloud through java script. Content (required): Version (include the vers…
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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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Exception Rule for techmail-generated incidentsSummary: We'd like to figure out how to create/adjust a business rule so that emails received that are responses to mailings can bypass our 'baseline' business rule whic… -
File StorageSummary: This question was posted back in 2021. Can someone please provide a response as I have the same question. Which data stores are in File Storage area and how do …
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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…
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display_answers_in_overlay setting when need both true and falseSummary: We need to allow URLs to directly open in new window (display_answers_in_overlay set to true) and HTML answers to open in an overlay (set to false) Content (req… -
Country Code AdditionSummary: Is there a way to add country codes in the UI? Content (required): We are still using a legacy system that doesn't have some ISO country codes, so they pass in … -
Forwarding incident to another mailboxSummary: Content (required): Dear All, Hope you are doing well. We have 2 mailboxes (Mailbox1 and Mailbox2) for which both Incoming and outgoing emails are enabled. Both…
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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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Answer drafts getting deletedSummary: Answers drafts are getting deleted. Content (required): Our KB admins have run into a situation when they create an answer. In general, person A creates the ans… -
I need API for contact for first name, last name, email, phone number. with postman tool.Summary: I need API for contact for first name, last name, email, phone number. with postman tool. how to do it ? Content (required): Version (include the version you ar…
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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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How to show/see CC and BCC in Thread historySummary: How can we see CC and BCC in the Thread history? Content (required): The following message was CC-ed and BCC-ed to someone. How can we see which people were CC-… -
Add Custom Field to Multi Edit Workspace for incidentsSummary: Looking to see if possible to add custom field to multi edit area for incidents. Content (required): Hi, we have a custom field on the incident workspace which …
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Manage Calendar Event privilegeSummary: need to provide to user the access to manage calendar event page without giving him superadmin role. i have to make sure he has no access on other areas of setu… -
Is it possible to add the categories in the actions of the action plans?Summary: Content (required): Hello community. We need to see the list of SR categories created in the actions of the action plans to associate certain actions with certa…
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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 our signatures not be automatically appended unless we enter a response?Summary: Content (required): In BUI can our signatures not be automatically appended unless we enter a response? It is very annoying that every time we open an incident … -
How to add menu field in virtual report for BUISummary: While we are adding virtual menu field in json in analytic add-in as datatype : 6 getting error in BUI Content (required): In analytic add-in in json file kept …
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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…