Category 271
Discussion List
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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 … -
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… -
Is there any why to get instance name thru code in desktop add in(.NET)Summary: Is there any why to get instance name thru code in desktop add in(.NET) Content (required): Is there any why to get instance name(e.g.https://gecorp6--tst1.cust…
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Opening the KB Report automatically in BUISummary: Opening the KB Report automatically in BUI Content (required): Hello, When our agents use the BUI they click the magnifying glass to get the KB search report to… -
Sales product catalog UI re-designSummary: Hi Guys, I wonder if it is possible to re-design the Sales Product catalog's layout like a workspace. Thank you :) Version (include the version you are using, i… -
Can you easily recognize that there are undeployed rules in Enhanced Business Rules?Summary: We have 2 admins at our site with the ability to update rules. When we updated rules in the client, it was easy to see that there were undeployed rules on the 1…
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In GPS track fields (gps_tracks.distance)distance of resource from activity is coming as Zero.Summary: In GPS track fields (gps_tracks.distance)distance of resource from activity is coming as Zero even though status is showing as activity started or completed out…
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Answer Stats Table: what is it? Let's find out!Content There have been some questions floating around recently about the Answer Stats table ('ans_stats' in the data dictionary). Perhaps a quick overview of what the d… -
How do I let all contacts within an organization see and edit all incidents for the organization?Summary: Hello, I've been looking around in the documentation and searching online and haven't found a way to allow the contacts in the same organization to all have acc… -
Survey's are sending for chat (Incident type) incidents which is not included in the business rulesSummary: Content (required): Here the issue is, the survey's are sending for chat (Incident type) incidents which is not included in the business rules. I'm not able to … -
Same email being sent to two SC inboxesHi Amins! We plan to expand our Service Cloud by adding more teams. All the teams will use the same interface, but some will require separate inboxes. Is there a way to …Pawel Strychocki 51 views 1 comment 0 points Most recent by Steve Garvert-Support-Oracle Agent Desktop
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How to identify organization-specific service rolesHello, We have 4-5 types of employees assigned to each organization, such as sales, service, finance. RightNow allows the specification of the sales rep out of the box, …
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Import message base entry - error "Updates are not allowed"Summary: We have some custom message base entries for our AAQ page that will direct the customer to a company website. When we clone from prod to a test site, we want th…
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Monitor for bounce message when using MailMessage() APISummary: Trying to monitor bounced messages that have been initiated by the system through Mail API. Content (required): There is a requirement to send emails using Mail…Jason Phillip 101 views 5 comments 0 points Most recent by Steve Garvert-Support-Oracle Agent Desktop
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TechMail Contact Created but Incident was not getting createdSummary: Hi All, Here the issue is, the contact got created from TechMail but the incident was not creating on the same date. Is there any process stopped to creating an…
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Best practices for rerouting incidents to other queuesSummary: Content (required): We frequently need to reroute/reassign incidents to another team by changing the queue. Our agents struggle to know which is the correct que…
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Contact.Address Field and Contract.Country_idSummary: We have a design to route incidents based on the Country of our contacts. We are trying to determine which contacts have a NULL country value. In our workspace … -
Could someone provide some insight or troubleshooting steps?Summary: When taking chats n BUI, the screen freezes where you cannot edit the fields in the workspace. Then a pop up with "An unknown application error has occurred" ap… -
Create survey question with multiple languagesSummary: Is there a way to create a survey question that contains multiple languages? The client only uses one interface. The goal is to have one survey that is sent but… -
Profile and navigation set limitationsSummary: Profile and navigation set limitations Content (required):Is there any limitation to creating navigation sets and profiles in the Oracle service cloud environme…
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Incident Forward names typeSummary: When forwarding an incident and using the 'Select Names' window, where is it picking up addresses with type 'Address' from. Content (required): When forwarding …
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In right now I want to run a survey form Once the Incidents Status is closed/ SolvedSummary: In right now service cloud I have created a Survey Form, but I want to trigger it Once the incident Status is closed/solved. Content (required): Version (includ…
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Knowledge Advanced - can we change the answer display template?Summary: Knowledge Advanced - can we change the answer display template? Content (required): We are using KA, and when our agents search the KB from within the BUI, they… -
Get Message Template label to appear when no valueSummary: I'm trying to update the admin forward incident template. I have added 3 fields to the template, office number, mobile number and company name. When these field…
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Possibility to include a hyperlink in an OSvC signatureSummary: Hi All, Is it possible to include a hyperlink in an OSvC staff account signature ? Could you please indicate how we can achieve this requisite or supply a fix/w…
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how to create relationship Parent child relationship for incident object in (right now) servicecloudSummary: how to create relationship Parent child relationship for incident object in (right now) service cloud Content (required): Version (include the version you are u…
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Not getting data upon submit on Incident Custom field Type "Menu" on chat launch pageSummary: Hi Experts, I have a Incident custom field ( since I know only incident custom fields are accepted on chat pages ) data type menu. The problem is upon submit. T…