• Colby Ross


    When you change the Sub-Report, are you closing the dashboard and then re-opening it? Sometimes it takes that chance to refresh. If that does not work, I usually try refreshing my local cache and settings. If all else fails at times, the simplest fix is to delete the sub-report from the dashboard and re-add it back in. 

  • Colby Ross

    Is this for KA or KF?

  • Colby Ross

    That is my understanding. 

  • Colby Ross

    Is SSO not an option?

    If not, ultimately, you would want them to have an email address. This would make things a lot easier. However, if this is not an option, you could:

    1. Create a contact and use an Admin email address ( that is managed by someone who can perform these steps.

    2. Create the contact and send a password reset from the OSvC console.

    3. The Admin email address would get the reset link and then set a password for the contact. 

    4. The Admin would then update the employees contact record to not use the Admin Email Address but rather a dummy address like (Or if it is just an internal portal and you don't have outside customer's creating incidents, you could turn on email address sharing and keep the same email address for all employee contact records)

    5. Send the password to the user and advise them of their login. 

    6. Have them login, and then go to Account Overview page and reset their password to something they could remember. 

    If the employee forgets their password, this same process would have to be repeated. Also, this prevents them from getting any email updates on incidents in the system and will show that they have invalid email addresses after the first response is created and sent from within OSvC. If you are okay with this, then this would work. 

  • Colby Ross

    Ah, yes, that is one of the features not available in OSvC. I believe this is for security reasons. 

  • Colby Ross

    Scott, what do you mean by this, " the ability to send an attachment via email, when responding, for example, to a new incident being created that includes an attachment that was created when the incident was created." A agent is able to select and send which attachments they want to in a response to back to the contact. 

    Have you seen this part of the documentation:

  • Colby Ross

    I believe if you are updating the sales product with a new price the system will add a new price list entry based on the start date. The start date is the key for the list entry. In the console, if a new price is added, and the start date is the same as the price before it, then the system will identify this as an error and won't allow you to save your changes. I would check the entry dates to see if the Start Date is different on all the entries your are referencing; they should be since you stated, "When we update the price list using API with a different date for the items those are not getting updated rather its getting created as a new line item".


    If a consumer registers a product based on a particular Date Purchased, the system will reference the price schedule for that data and list the price the customer actually paid for that item during that date. This way if they paid $39.99 on 11/01 but then the price jumped back up to $59.99 on 11/03, if the product was added as a asset in OSvC on 11/04 with a purchase date of 11/01, the customer is not getting credit for paying $59.99, rather the system will see the price of the product on 11/01 was $39.99 and that is was will be associated to the registered product. Now if you agent goes to do a refund for the product, they can reference that price and only refund $39.99 instead of $59.99.

    This also helps with quotes because when a quote is done, the price from this list for that date is generated in the Original Price field. 

  • Colby Ross

    Yes, you would link Surveys table to the Questions tables. 



      |--> Flows

         |--> Flow2question

              |--> questions

                   |--> questions_responses

                         |--> question_choices (outer join)

                         |--> question_rows (outer join)

                         |--> question_sessions (inner join)

  • Colby Ross

    It is not possible to add additional fields to the attachments object.

    Do the agents who add attachments to incidents know which ones will need to be exported and which ones won't need exported?

    If so, you could create a CBO with the File Attachments attribute selected and create whatever fields you wanted to describe or set for the attachment/s. You could make it a child to the incident so it is a one incident to many object relationship. Then each time an agent wants to add an attachment to an incident, they just create a new object record, select the custom object values you created and add the attachment to the object instead of the incident. Then you could report on objects to incidents and filter on the CBO values for the attachment.

    If your agents are well trained, you might be able to get away with them attaching the attachments in groups to each CBO record. So you could train them to create two object records on each incident - one for attachments that need exported and one for attachments that don't need exported. This would be a little more efficient because it would allow the agent to add multiple attachments at once but would generalize attachments more as opposed to the first solution which would require fields be selected for each attachment. 

  • Colby Ross

    I like Sebastiaan's idea if you are wanting to write the Product_Code to both objects. (ie. On save, you want to write Product_Code to both the incident field and the custom object field).

    If you are just trying to get this in reporting and don't want to write the value to both fields, then I would create a adhoc custom report variable. This way when you run the report you could put in 1000 or whatever product code you want. You then would add filters in your report to look at this variable. Example: CustomObject.Product_Code = $CustomVariable OR Incidents.Product_Code = $CustomVariable. You'd want to make sure your incidents to custom objects join is an outer join. 

    If you have any other questions about this, just let us know. Hopefully one of these solutions work for you. 

  • Colby Ross

    Good idea, Sebastiaan! I would also like to point out if you have the 'Info' button in the ribbon of the workspace, you could add fields to that and then when you hover over it, you could see whatever fields you added in that control. This only works when you are in an incident, but it would allow you the opportunity to see more incident fields without having to switch tabs or scroll through tables to see other data tied to the incident. 


  • Colby Ross

    I am pretty stumped as to what the issue might be. Is she using a specific email client that is different from what your agents are using, and has she tried it on other browsers?

    You may have done these, but my next steps would be:

    1. I'd have her try opening the link in a different browser to see if the result is the same. If it is, I'd move to step 2.

    2. I would see if the customer has another email address that you could use that uses a different client. Then I would update the contact record in OSvC and send her a new password reset link. If she gets the link to the address and tried two different browsers again and 'no dice', it would have to be something probably with her computer set up which would be hard to narrow down.

    3. If all else fails, to get her logged in, you may want to update her contact record to your email address, send the password link to your email address. Then give her a call and change the password while she is on the phone so you can give it to her. Then she could login to the customer portal that way, and go to her Account Settings page and reset the password without having to use a link. This does not solve the primary issue, but it would get her into her account and moving in the right direction. 

    Ultimately, I think her email client or browser is somehow reading the initial click to the reset link page as an action already completed, or the browser is reloading the link page after a click and then it is recording that action thus making the link expired because it was already clicked, but the page just reloaded. Harder to prove that one out without the customer getting really involved in the troubleshooting. 

  • Colby Ross

    And her contact record is not disabled? 

    Do you have a image showing the message she is getting?

  • Colby Ross

    Does the OSvC mailbox you sent the incident from have the 'Incoming Email Enabled' setting checking in the mailbox configuration?

    Do you have the EGW_ENABLED configuration setting set to Yes?

    For the EGW_SECURE_UPDATE_MODE, does the message you are sending from OSvC contain the reference number? If not, then it would not match, but if you have the 'Update Contact Information' message template configured to deploy, you should receive that message. 

    Also, if you are doing quite a bit of testing, you would need to consider if you reached the EGQ_MAX_MSG_DURATION and the EGW_MAX_PER_ADDRESS limits. 

    If all those are correct, then you might want to check the business rules to see if there is anything preventing the update from occurring. Ultimately, to be of more assistance, we would really need to know if a new incident is being created or not.


    If all of these setting are met, I would check your business rules for anything thing that may be blocking this from happening. 

  • Colby Ross

    I have assumed that you have check this settings to make sure she is meeting the criteria:



    Additionally, is your CP using and PTA or SSO that could be causing an expire issue?