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  • 1-12 of 12
  • Nataline Nguyen

    @Venkat

    Were you able to find a solution for this? We are trying to do a similar thing.

  • Nataline Nguyen

    I don't believe address is an out of box field for either the Org or Contact. Is it a custom field on one of those tables?

    If so, you would have to add the "c$" prefix before the field name and add it onto the portal page like so:

    <rn:widget path="input/FormInput" name="contacts.c$address" />

  • Nataline Nguyen

    I created custom_helper.php in the development/helpers folder. I copied over the content from the original help file but updated the namespace to be development/helpers. In the view.php file, I called for the helper('custom'). <?= $this->helper('custom')->getThreadAuthorInfo($thread) ?>

    The error received suggested trying to load the helper.

    Fatal error: Uncaught exception 'Exception' with message 'Unable to load helper 'custom'. Try calling #loadHelper with 'custom' for more insight as to why it wasn't loaded.' in /cgi-bin/[redacted].cfg/scripts/cp/core/framework/3.7.2/optimized_includes.php:2830 Stack trace: #0 /cgi-bin/[redacted].cfg/scripts/cp/customer/widgets/custom/output/CustomIncidentThreadDisplay(22): RightNow\Libraries\Widget\Base->helper('custom') #1 /cgi-bin/[redacted].cfg/scripts/cp/core/compatibility/optimized_includes.php(272): trusted_eval('/scripts/cp/cus...', 'try{?><div id="...', Object(Custom\Widgets\output\CustomIncidentThreadDisplay)) #2 /cgi-bin/[redacted].cfg/scripts/cp/core/framework/3.7.2/optimized_includes.php(7156): RightNow\Internal\Api::trusted_eval('/scripts/cp/cus...', 'try{?><div id="...', Object(Custom\Widgets\output\CustomIncidentThreadDisplay)) #3 /cgi-bin/[redacted].cfg/scripts/cp/core/framework/3.7.2/optimized_includes.php(2049): RightNow\Internal\Utils\Framework::evalCodeAndCaptureOutputWithScope in /cgi-bin/[redacted].cfg/scripts/cp/core/framework/3.7.2/optimized_includes.php on line 2830

    Fatal error: Uncaught exception 'Exception' with message 'Unable to load helper 'custom'. Try calling #loadHelper with 'custom' for more insight as to why it wasn't loaded.' in /cgi-bin/[redacted].cfg/scripts/cp/core/framework/3.7.2/optimized_includes.php:2830 Stack trace: #0 /cgi-bin/[redacted].cfg/scripts/cp/customer/widgets/custom/output/CustomIncidentThreadDisplay(22): RightNow\Libraries\Widget\Base->helper('custom') #1 /cgi-bin/[redacted].cfg/scripts/cp/core/compatibility/optimized_includes.php(272): trusted_eval('/scripts/cp/cus...', 'try{?>/cgi-bin/[redacted].cfg/scripts/cp/core/framework/3.7.2/optimized_includes.php on line 2830

    I adjust the code to be: <?= $this->load->helper('custom')->getThreadAuthorInfo($thread) ?>

    Now the error states the load is inaccessible.

    Fatal error: Uncaught exception 'Exception' with message 'load is not accessible.' in /cgi-bin/[redacted].cfg/scripts/cp/core/framework/3.7.2/optimized_includes.php:2760 Stack trace: #0 /cgi-bin/[redacted].cfg/scripts/cp/customer/widgets/custom/output/CustomIncidentThreadDisplay(22): RightNow\Libraries\Widget\Base->__get('load') #1 /cgi-bin/[redacted].cfg/scripts/cp/core/compatibility/optimized_includes.php(272): trusted_eval('/scripts/cp/cus...', 'try{?><div id="...', Object(Custom\Widgets\output\CustomIncidentThreadDisplay)) #2 /cgi-bin/[redacted].cfg/scripts/cp/core/framework/3.7.2/optimized_includes.php(7156): RightNow\Internal\Api::trusted_eval('/scripts/cp/cus...', 'try{?><div id="...', Object(Custom\Widgets\output\CustomIncidentThreadDisplay)) #3 /cgi-bin/[redacted].cfg/scripts/cp/core/framework/3.7.2/optimized_includes.php(2049): RightNow\Internal\Utils\Framework::evalCodeAndCaptureOutputWithScope('<div id="rn_<?=...', 'widgets/custom/...', Object(Custom\Widgets\output\CustomIncidentThread in /cgi-bin/[redacted].cfg/scripts/cp/core/framework/3.7.2/optimized_includes.php on line 2760

    Fatal error: Uncaught exception 'Exception' with message 'load is not accessible.' in /cgi-bin/[redacted].cfg/scripts/cp/core/framework/3.7.2/optimized_includes.php:2760 Stack trace: #0 /cgi-bin/[redacted].cfg/scripts/cp/customer/widgets/custom/output/CustomIncidentThreadDisplay(22): RightNow\Libraries\Widget\Base->__get('load') #1 /cgi-bin/[redacted].cfg/scripts/cp/core/compatibility/optimized_includes.php(272): trusted_eval('/scripts/cp/cus...', 'try{?>

     

  • Nataline Nguyen
    Kurt Helfrich said:

    It's all custom, but remember that you can restrict KB content using access levels in SLAs, which can be assigned to contacts or orgs.

    We would LOVE this to be OOTB functionality.  We actually have requirements for showing and hiding stuff by contact, org and SLA, which is all custom work.  Does anyone else have the same kinds of requirements?  I'll put it in the Idea Lab if there's more call for it.  I just feel sometimes like we're a bit extreme, but it's all related to our various business models.

    View original

    Having the ability to restrict and allow visibility to certain page content on our CP (not Answers) based off of SLAs and/or Orgs would be awesome. Please add it in the Idea Lab!

  • Nataline Nguyen
    Gursimran Singh Saini said:

    If error is not coming on newly copied workspace, that means problem is in agent Incident Workspace.

    Any AddIns on that workspace? Any kind of customisation might be interfering with that field.

    View original

    We do have an AddIn on our incident workspace so we'll have to check with our developer. Thank you again, Gursimran.

  • Nataline Nguyen

    Thank you for your response, Gursimran. I've added responses below. 

    Gursimran Singh Saini said:

    Did you make changes to this custom field recently? No.

    Did you try clearing cache? Yes, but till received the same error when trying to save incident.

    Maybe the error is workspace-specific. Did you test on a different workspace? We only use one incident workspace.
    Maybe copy the standard Workspace, place the Field, then test. Did this and the field started to save for the incident with one of the specific field values that was not saving earlier. What does this mean?

    View original

     

  • Nataline Nguyen
    Suresh Thirukoti said:

    I see this is a special dropdown typically exists wherever Incident ID (I_id) is in the URL parameter and need to add an Incident thread (/app/questions/detail)

    In the OOTB selectionInput widget, I see the below in the controller.php so you can extend the widget and override the controller by retrieving the actual status column names using getnamedvalues()

       if($this->table === 'Incident' && $this->fieldName === 'Status') {
                    if (!\RightNow\Utils\Url::getParameter('i_id')) {
                        //Status field shouldn't be shown if there is not an incident ID on the page
                        echo $this->reportError(sprintf(\RightNow\Utils\Config::getMessage(PCT_S_FLD_DISPLAYED_PG_I_ID_PARAM_MSG), $this->data['attrs']['name']));
                        return false;
                    }
                    $this->data['menuItems'] = array(\RightNow\Utils\Config::getMessage(YES_PLEASE_RESPOND_TO_MY_QUESTION_MSG), \RightNow\Utils\Config::getMessage(I_DONT_QUESTION_ANSWERED_LBL));
                    $this->data['hideEmptyOption'] = true;
                    $this->data['displayType'] = 'Select';
                }

    ~Suresh

    View original

    Suresh, again, you are a lifesaver! I had tried to search for the text in the message bases and they didn't turn up, even with the special character '%' at the beginning and end. I must not have done it correctly because I had gotten no results. After seeing the message base key in the code, I was able to find them. We just wanted to specify that by choosing the 2nd option, the case would be closed within the wording. Thank you!

  • Nataline Nguyen
    Suresh Thirukoti said:

    This is a message base entry EXING_ACCT_EMAIL_ADDR_PCT_S_PLS_MSG

    You can edit this and add your own custom message

    ~Suresh

    View original

    Thank you Suresh!

  • Nataline Nguyen
    Carl Elliott said:

    User Access would be used for a CP report, it says use the access level defined for that user by their SLA.  

    View original

    Just so my understanding of your response is clear, Carl...

    I have set answers.access_id=User Access on an answer report that is displayed on our Customer Portal.

    If a User Account/Contact for our Customer Portal has an SLA applied to their account with one or more Answer Access Levels, the answers displayed on the report will only be those that have an access level/s that matches one linked to their SLA/s.

    Is setting the report answers.access_id=User Access the best practice?

  • Nataline Nguyen

    Pramod, thank you for the response.

    1. I have not set a value for the default_value attribute and the default is blank.
    2. No additional parameters have been added to the URL.
    3. There is no default category selected for the report.

    I originally had a filter with specific selected categories to appear in the report and when I removed the filter/selected all the categories, the category remained No Value as I had wanted. When I added the filter back on or had just one category not visible on the report, the pre-selection of a category upon page load started to happen again. Is there is issue with the widget or is this a defect within OSvC that needs to be fixed?

  • Nataline Nguyen

    Hi Rajan and Bastiaan, thank you for your responses. The reports do help a little in identifying the source and interface (I need to do a little more tinkering to get the report completely accurate but I can work on that).

    The reason I wanted to know the interface was because the Customer Portal does not allow me to use any fields from the Orgs table on the Customer Portal. So when a new account is created, it can't automatically be placed under the correct organization based on the end-user's selections. It also doesn't look like I am able to have contacts added to an organization from the Customer Portal, even using business rules. Therefore, it may be a very manual process to update which organization the contact belongs to.

    If you have any further recommendations as to how I can have the contact placed under the correct organization at the time of account creation from the end-user pages, I would very much appreciate it.

  • Nataline Nguyen

    Add in this line to the create_account page where you want the field to appear:

    <rn:widget path="input/FormInput" name="Contact.ph_mobile" label_input="Mobile Phone" />