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Comments
- posted via email reply October 18, 2019 in B2C Service > Reporting and Analytics for Service
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Thank you, I have updated my notes. :)
- posted October 17, 2019 in B2C Service > Reporting and Analytics for Service
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thank you thank you!!!
- posted via email reply October 17, 2019 in B2C Service > Reporting and Analytics for Service
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I tried that also, I also tried = 2 without apostrophes. If(threads.entry_type.id ='2', 'HelpDesk Response', If(threads.entry_type.id = '3', 'Customer Response', If(threads.entry_type.id ='4', 'HelpDesk Customer Entry', If(threads.entry_type.id ='5', 'Chat Entry','threads.entry_type.id')) Error - [cid:image001.png@01D584E8.D9469BA0]
- posted September 16, 2019 in B2C Service > General Functional Discussions for Service
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Hi I am on 19A..
I see that I can use the Transactions>>Contact Transactions to purge contacts. However, when I go to enable/modify.. it appears to have a default action.
Type = Edit
Date Created = Less than -6 months exactlyHow would I modify this for the following rule to apply:
Contacts created less than -36 months, and have 0 incidents assigned? I do not want any contacts deleted that were created less than 36 months or have incidents assigned.
Also, if I cant use Transactions>>Contact Transactions (second screen shot) and I have to use Contacts (original screen shot), How do I create a template?
- posted July 15, 2019 in B2C Service > General Functional Discussions for Service
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Hi we recently used Data Lifecycle Management to auto purge/delete incidents.
I am now interested in using it to purge/delete contacts with no contact us over 3 years. But when I go to create the rule, the If and then statements are blank and I am unsure how to add any rules. Are you familiar?
- posted July 10, 2019 in B2C Service > Agent Desktop
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I actually figured this out. In the workspace rules, I said..
if Quick incident is selected, add standard text to private note.. then load the guided assistance.
so then right before the guide loads, private not is already open and then the 'add text to thread' loads into the private note.
YAY!
- posted July 2, 2019 in B2C Service > Agent Desktop
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Perfect, let me try.
- posted via email reply July 2, 2019 in B2C Service > Agent Desktop
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When you say Business Rule, do you mean via Configuration>Rules> Incident? To make sure, this would be when an incident is either NEW-ly created or when its being edited. Remove the send on save option. Or do not send response.
- posted via email reply June 20, 2019 in B2C Service > Surveys and Outreach
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Thank you. This is perfect to understand.
- posted June 20, 2019 in B2C Service > System Admin and Configuration
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Yes, the file names are always consistent.. The file we want to keep always has characters in the name, ie. ABCDEF.pdf
The file we do not want is thisfileisjunk_1.pdf. or thisfileisjunk_2.pdf and so on.
- posted via email reply June 19, 2019 in B2C Service > System Admin and Configuration
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Perfect, I was looking for https://cx.rightnow.com/app/answers/detail/a_id/268<https://cx.rightnow.com/app/answers/detail/a_id/268/kw/auto%20forward%20email> thanks again!
- posted June 18, 2019 in B2C Service > System Admin and Configuration
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OMG.. thank you! I had no idea there was a report called, Incoming Email Filter Details.
This helps 100%!
- posted June 18, 2019 in B2C Service > System Admin and Configuration
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Oh.. do you happen to know what the criteria is for rejecting duplicate emails? like if they are sent within a certain amount of time?
Also is there an option to allow duplicate emails?
- posted June 18, 2019 in B2C Service > System Admin and Configuration
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Perfect.. this is it!!! thank you.
- posted June 17, 2019 in B2C Service > System Admin and Configuration
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thank you for helping.
We currently have rules in place, that if we receive an techmail from ABCD@mail.com then
Create incident
Assign Queue
Do not sent email receipt
Stop Processing rulesWhat is actually happening:
Create incident
Assign Queue
Do not sent email receipt
Stop Processing rules
Oracle sends copy of techmail to our rejected messages email account.Why would oracle send a message to the rejected message account if the incident was not rejected?
