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  • Scott Heidenreich
    distinct group_concatAnswered30
    Topic posted January 8, 2019 by Scott HeidenreichSilver Medal: 2,000+ Points in Reporting and Analytics for Service public
    Title:
    distinct group_concat
    Summary:
    How to get a group concat to only show distinct values?
    Content:

    Hello,

    I have a parent table with two children tables (siblings).  I need information from one child table summed and information from another child table group concatenated.  I have the report working as intended, however, the group_concat function is repeating the values for child table 2, once for each member of child table 1 even though child table 1 is only represented in the report using a Sum function.

    How do I get the duplicate group_concat values to be eliminated? In otherwords, I want the group_concat function to only show unique values.  I've tried distinct and first and last without success.

    Thanks,

    Scott

    Version:
    19C
  • Janusz Jasinski
    Profile permissions descriptionsAnswered7
    Topic last edited January 10, 2019 by Janusz JasinskiGold Trophy: 10,000+ Points, tagged Service Console in Agent Desktop public
    Title:
    Profile permissions descriptions
    Summary:
    Can we view a description of each profile permission attribute?
    Content:

    Hi,

    With the attached, when connected to the accounts table, I can get a list of users and their associated profile and therefor permissions. My question is whether there is a resource to describe what each of the attributes on a specific profile permission means?

    So for instance, under Contact Permissions, a user can have the following

    Service View, Service Move, Sales View, Sales Move, Marketing View, Marketing Move, Service and Sales View, Service and Sales Move, Service and Marketing View, Service and Marketing Move, Sales and Marketing View, Sales and Marketing Move, Service, Sales and Marketing View, Service, Sales and Marketing Move, Thread User, Thread Other

    Is there anywhere that states what each one means. Not only for Contact Permissions but services, global, analytics, integration etc

    I have seen https://documentation.custhelp.com/euf/assets/devdocs/cloud17d/olh/CoreFeatures/topicrefs/c_Customizing_profiles_ar1294709.html which is close to what I need but it doesn't mention the attributes specifically

    Image:
  • Skyler Johnson
    Displaying answer access level in framework 3.0Answered3
    Topic posted July 16, 2015 by Skyler JohnsonGreen Ribbon: 100+ Points in Customer Portal public
    Title:
    Displaying answer access level in framework 3.0
    Content:

    I'm currently looking into migrating to framework 3.0. The migration guide says there is no equivalent for answers.access_level.

    Is it possible to display answer access level for logged in users?

  • Shiloh Madsen
    IContact vs Contact difference/best practiceAnswered6
    Topic posted January 3, 2019 by Shiloh MadsenBronze Trophy: 5,000+ Points in Desktop and UI Extensibility public
    Title:
    IContact vs Contact difference/best practice
    Summary:
    Trying to understand when to use which object
    Content:

    This one has tripped me up on a number of occasions and I go down a rabbit hole every time I run into this blocker. I'm trying to understand when you would use I<Object> vs just <Object> It seems like the methods available and even the attributes available to each of these objects change based on cast. You can't cast back and forth between them, so I always end up having a problem where I need to hit an attribute of an i<object> that isn't as clearly exposed, or i need to iterate through an <object> which doesn't have iterable methods. What I want to understand is, is there an appropriate context for each to be used in an addin, or does best practices dictate trying to stick to just the i<object> version, which it seems most code examples speak to. 

  • JaayB
    Contact Certificate Flag on Incident WorkspaceAnswered10
    Topic posted January 8, 2019 by JaayB Blue Ribbon: 750+ Points in System Admin and Configuration public
    Title:
    Contact Certificate Flag on Incident Workspace
    Content:

    Hi all,

    We recently got email encryption enabled on our site using a workaround, since there has been a product defect identified within release 17D (this also prevents us from using the signed option). We have set our agents to use the "encrypt where possible" setting and its been working fine. However, we actually have no idea when composing a response if it is going to be encrypted or not.

    I have looked into adding a flag using the contacts.cert field. But for some reason, this is not accessible by the business rules, workspace rules and cannot be implemented into a workspace as a field either. It seems like it is only exposed to analytics. So my first question is, am I wrong here? If it can be looked up in any rule set it would be preferable to the solution I come up with below.

    In order to get this flag onto the incident workspace, I created a report that looks up the contact ID, with a simple IF expression and plugged it into the workspace. This works but the only annoyance is that it also loads the filter into the report and a lot of empty space. So my second question is, is there a way of making this look cleaner (image attached)?

    Thanks!

    Image:
  • Manal Abou+Nader
    Restore Archived IncidentsAnswered115.0
    Topic posted March 5, 2018 by Manal Abou+NaderGreen Ribbon: 100+ Points in Agent Desktop public
    Title:
    Restore Archived Incidents
    Content:

    Hello everyone, I have a critical question. 

    After a year, the closed incidents have been archived. However, the client wishes to restore this data. 
    I can see these incidents in the (Archived Incidents Console). However, I do not know from which tables the data is fetched. 
    The data displayed in the main table is fetched from the (Achived_Incidents) table. However, I was not able to find from where we are fetching the other information (Details, Audit Log, SLA instance) etc... 
    Can you please tell me which tables are being used to fetch this data because I either need to display it in a report or restore the archived data?

    Version:
    Service Cloud (ORN)
    Image:
  • kerry walker
    Edge Support for SurveysAnswered7
    Topic posted December 7, 2018 by kerry walkerGold Medal: 3,500+ Points in Surveys and Outreach public
    Title:
    Edge Support for Surveys
    Summary:
    Edge Support for Surveys
    Content:

    Good morning, 

    Is anyone aware if Microsoft Edge supports (or will support) OSvC Surveys?  Right now we get an error when we try to submit survey results ("Form Submission Failed").  The error has been reported both internally and externally by customers and has been intermittent.  Thank you!

    -Kerry

    Version:
    18B
    Image:
  • kerry walker
    Using Score as a variableAnswered5
    Topic posted January 3, 2019 by kerry walkerGold Medal: 3,500+ Points in Reporting and Analytics for Service public
    Title:
    Using Score as a variable
    Summary:
    Using Score as a variable
    Content:

    Good day, and Happy New Year!

    We’ve recently run into an issue with a survey report we’ve had running for a few years.  Its set up so that a separate summary report is created for each of the responses to the first question.  The first question asks which phone number a user called.  The goal was to be able to send survey data to different sections of a call center, based on the phone number a user called, and it would only contain responses for users who’ve chosen that phone number.  

    Originally, this was all accomplished using the variable “score” which we believe is “answers_sessions.score.”  Recently, we’ve encountered an error that basically tells us that score is no longer valid and cannot be used.  I can only assume something has changed between versions of the client.  We tried creating a custom score field under contacts, but that has not worked.  I’m wondering if anyone has an idea how we can continue this approach another way, without using the score?

     

    Thank you in advance!  =D

    Version:
    18B
  • Shiloh Madsen
    Session/Cookie handling in Browser ControlsAnswered5
    Topic posted January 8, 2019 by Shiloh MadsenBronze Trophy: 5,000+ Points in Agent Desktop public
    Title:
    Session/Cookie handling in Browser Controls
    Summary:
    Trying to use PTA Google Authentication to get at other sites
    Content:

    While the specific venue shouldn't matter, just so its here, we have a webapp that checks to see if the user is authenticated to google for domains before allowing profile based access to the applicataion functionality. This works fine standalone, but will not work when embedded in a browser control. My assumption is that some cookie or session is trying to be set by the app and the browser control isn't handling for it, but I see in Ryan's post from way back in 08 that the control should have no problem handling authentication. Would anyone be able to provide insight into if this method of session based authentication through a third party should work? 

    Additionally, if we can even get the auth running, is it reasonable to assume that further calls to the browser control in other workspace instances will be able to reference these same cookies/session vars, or are they destroyed when the record containing the control is closed?

  • Avadhoot Kulkarni
    SOAP API version Life Cycle InformationAnswered2
    Topic posted January 2, 2019 by Avadhoot Kulkarni, tagged SOAP in Integrations and APIs for Service public
    Title:
    SOAP API version Life Cycle Information
    Summary:
    Oracle Service Clould SOAP API version Life Cycle Information
    Content:

    We have a application which currently uses SOAP API version 1.2 to connect to Oracle Service cloud instance and work with it. So far the SOAP API v1.2 end point seem to be working with the latest Oracle Service Cloud release.

    I want to ask if you have a life cycle information on in which Oracle Service Cloud release, you are planning to deprecate the SOAP API v1.2?

    Also, if there is a community/support page which we can keep tracking to plan out upgrades timely to use the new version of SOAP APIs before they are deprecated.

    Version:
    18C