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  • 1-13 of 13
  • Tim Smith

    Hello,

    This presentation covers Service Cloud (OSvC/Rightnow).

    Kind regards,

    Tim Smith

  • Tim Smith

    Custom Objects are locked while the upgrade test site is being created and locked one week before cutover.  Custom Objects can be unlocked during an upgrade outside of those two windows.

    Please update your SR and ask for assistance from Upgrade Engineering so that we can look at the specifics such as your site name.  Thanks.

  • Tim Smith

    Hello,

    Sorry to hear you were not prepared to start the scheduled Aug'17 upgrade.  Is your OSvC support site contact record configured to receive Auto Upgrade Program (AUP) notifications?  If not, please modify your account to opt in to future notifications to ensure you are informed of the scheduled OSvC dates.

    The production database was optimized and locked to the Aug'17 version of OSvC when the upgrade test site was built. It is important to complete this upgrade in a timely fashion, as you are now unable to change the target version. Please refer to: Changing a target version after upgrade site creation

    The days of PHP code freeze during an upgrade is history.  Oracle Upgrade Engineering delivered File Sync last summer, an OSvC upgrade enhancement which automatically reduces the production code freeze to only the final eight hours before cutover.  File Sync will go live for all OSvC sites enrolled in the Auto Upgrade Program (AUP) during the 17D (Nov'17) AUP Cycle.  There will be several File Sync announcements over the coming weeks.  Please update your SR and ask to have File Sync enabled by Upgrade Engineering if that was the only concern about continuing with the in-flight Aug'17 upgrade.  Alternatively, as Luuk shared, Oracle Upgrade Engineer can temporarily cancel the upgrade if there is a better time to restart and complete the upgrade in the coming weeks. 

    Kind regards,

    Tim Smith

  • Tim Smith

    Hi Shreyas,

    Currently, there is no way for an Oracle customer to upgrade their test site "as is".  Oracle recognizes the need to provide customers the ability to upgrade their test sites "as is" so we are working to deliver a Cloud Configuration Assistant enhancement.  For the time being, please create a new service request and ask for "Upgrade Engineering test site upgrade assistance".  Myself or a colleague will upgrade the test site "as is" on your behalf.

    Kind regards,

    Tim

  • Tim Smith

    Scott - Please channel your questions into your upgrade SR if this feedback is unclear so we can talk to site specifics.  Unless you've actively developed PHP files since the upgrade started, you have no concerns.  Even if you've actively developed PHP files since the upgrade started, we can help.  Just update your upgrade SR and ask to have File Sync enabled.

    Current Behavior:

    All the items in the "Production/Live site" column of FAQ 1925 are not impacted by code freeze.  For example, you can create a new custom report in production at anytime during an upgrade cycle and that new custom report will not be lost at upgrade cutover.  That is because the "Production/Live site" column lists configuration changes that are saved in the database.

    The opposite is true for modifications to PHP files.  Any production PHP change made after the upgrade test site was built will be lost at upgrade cutover unless you reapply the PHP change to the upgrade test site.  Mail Scripts are PHP files.  Mail Scripts are also obsolete for nearly all OSvC instances.  Unless your site was provisioning before 2012, you are using Message Templates, which are not impacted by code freeze.

    In the near future, when File Sync is live:

    All the items in the "Production/Live site" column of FAQ 1925 are not impacted by code freeze.  Nothing changes here.

    Any production PHP change made after the upgrade test site was built will be automatically copied to the upgrade test site eight hours before cutover.  Any production PHP change made within eight hours of cutover will be lost at upgrade cutover unless you reapply the PHP change to the upgrade test site.

    OSvC Upgrade Best Practice:

    Don't start an upgrade when you're actively developing OSvC.

     

  • Tim Smith

    Hi Muthu,

    OSvC upgrades do not introduce change to the customer (CP) or agent experience.  The upgrade is intended to be transparent to the users so that training is never required as part of an upgrade.  You will have experienced 5-10 minutes of downtime during the upgrade cutover.  Cutover should always be scheduled for a time outside of core business hours.

    Kind regards,

    Tim Smith

  • Tim Smith

    Hi Scott,

    Thank you for sharing this concern.  The answer is only applicable during an OSvC upgrade.  If you customized the production Customer Portal pages, since the upgrade site was built, then you need to reapply those same Customer Portal changes to the upgrade test site.  The upgrade test site PHP files become the production CP files at cutover.

    This code freeze window will dramatically shrink to only the last 8 hours before cutover in the near future.  Oracle Upgrade Engineering is in the process of releasing a new upgrade feature called File Sync.  Oracle Upgrade Engineering can apply File Sync to your site if code freeze was broken, and by doing so, we will automatically capture any production PHP changes made since the upgrade test site was built.  Please update your upgrade SR and ask for File Sync if it will help you during this upgrade.

    Kind regards,

    Tim Smith

  • Tim Smith

    Hi Sachin,

    Please select "Re-Create and Upgrade test site".  That option will delete your existing test site, build a new test site by cloning the production site, and then upgrade the refreshed test site to the latest version of Service Cloud.  Many customers take this approach in order to test their Service Cloud integrations ahead of an upgrade.

    Your production database is locked to the targeted upgrade version when the "upgrade" site is built.  Refreshing and upgrading a TST test site is a safe way to sanity test a new version of Service Cloud without being version locked.  Once you complete testing on TST, you can wait for your scheduled AUP "upgrade site creation" date, or manually request an upgrade to start immediately.

    Kind regards,

    Tim Smith

  • Tim Smith

    Hi Saravanan,

    I'm sorry to hear you're experiencing this issue.  Unfortunately the error is the result of a recently identified Nov'16 Service Cloud defect.  Please create a service request and Technical Support will offer you "workaround" guidance.  The defect is tentatively scheduled to be resolved in SP2 which will be delivered next month.  Thank you for your patience in this matter.

    Kind regards,

    Tim Smith

  • Tim Smith

    Hello,

    I believe this FAQ contains all of the important details: https://cx.rightnow.com/app/answers/detail/a_id/7794

    Kind regards,

    Tim Smith

  • Tim Smith

    Hi Niomi,

    The May'15 version of Oracle Service Cloud is the first release offering Connect Common Object Model(CCOM) version 1.3.  Your production Boomi integration code will have been written using CCOM v1.2 or an older version.  The WSLD defaults to the newest version unless the version is declared.  Please verify you have declared the version and then retest against the May'15 upgrade site.  The Oracle Service Cloud support site is currently using an Aug'15 IT build and has a Boomi integration working without issue.

    Kind regards,

    Tim Smith (Technical Migration manager)

  • Tim Smith

    Hi Suresh,

    Oracle upgrade best practice recommends separating an upgrade and a CP framework migration.  In most cases it is best to complete the upgrade first, delivering "like for like" CPv2 behavior on the new Oracle Service Cloud version.  This approach allows you to minimize production code freeze by completing the upgrade quicker and with less risk.

    Please refresh the test site post upgrade and then undertake the CP framework migration on the test site first.  This approach will also ensure you adopt the latest version of CPv3.

    Kind regards,

    Tim Smith (Technical Migration Manager)

  • Tim Smith

     The default phone field can be set in the Workspace Designer.

    1. Edit the Contact Workspace.

    2. Double click on the phone field.

    3. Select the default phone type using the menu in the ribbon.