Posts

  • Todd
    Night Shift Activities4
    Topic posted December 18, 2017 by Todd Bronze Medal: 1,250+ Points in Field Service Forum > Field Service public
    Title:
    Night Shift Activities
    Content:

    We are currently in testing and have many shift with some being overnight.  Those overnight shifts are assigned to mobile techs and when they start an activity before midnight when they go back to activity to complete it is locked down and not available to be changed.  Is there a setting or something for those overnight activities to be worked just as the other day shift ones?

    Input greatly appreciated.

    Thanks

  • Todd
    Incident Summary Search3
    Topic posted October 29, 2018 by Todd Bronze Medal: 1,250+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Incident Summary Search
    Summary:
    How to exclude Auto Responses and SmartAssistant in search results
    Content:

    We have created reports to search by incidents.search_thread , however this seems to search the entire incident thread and we want to only search the customer thread portion and exclude in the search content within the auto responses and SmartAssistant appendages.  I found a related article regarding INC_TYPE_IDX config setting and have changed it from 255 (All) to 28 (INCLUDE_CUSTOMER, INCLUDE_CUST_PROXY, INCLUDE_CHAT) but it is still returning keyword matches for SmartAssistant appendages. 

    Thanks

  • Todd
    Customizable Menu Translation in Language Specific Interface5
    Topic posted June 26, 2018 by Todd Bronze Medal: 1,250+ Points in B2C Service > Agent Desktop public
    Title:
    Customizable Menu Translation in Language Specific Interface
    Content:

    We are rolling out OSVC globally and have to translate various areas of the system for our language specific interfaces.  We have a few menu fields on a custom object and need to translate those menu values but don't see where this is done similar to the custom fields menu translation.  Is it not possible to translate these menu values?  It seems odd that this isn't possible.

    Thanks

  • Todd
    Nearby Non-Scheduled Activities not showing in Mobile app3
    Topic posted September 6, 2018 by Todd Bronze Medal: 1,250+ Points in Field Service Forum > Field Service public
    Title:
    Nearby Non-Scheduled Activities not showing in Mobile app
    Content:

    Our techs using the nearby activities functionality in mobile app are not seeing any non-scheduled activities that are unassigned and are within distance specified. I have verified self assignment is checked and was wondering if anyone else have experienced this behavior?

    Thanks

  • Todd
    Changing Activities to Non-Scheduled15
    Topic posted August 13, 2018 by Todd Bronze Medal: 1,250+ Points in Field Service Forum > Field Service public
    Title:
    Changing Activities to Non-Scheduled
    Content:

    We have a requirement to change activities that are already created in the system as Non-Ordered to be changed to Non-Scheduled.  This would need to be done for all pending activities prior to the daily extract process is performed.  Any suggestions would be helpful.

    Thanks

  • Todd
    Including CC in Email Submission creates Incident3
    Topic posted July 25, 2018 by Todd Bronze Medal: 1,250+ Points, tagged Email in B2C Service > Communication Channels public
    Title:
    Including CC in Email Submission creates Incident
    Content:

    We are experiencing an issue that when customers sends an email to create an incident and they also cc other people.  Now when those people reply all to the email string it creates another incident because of our service email is in the email chain and is obviously not an incident and doesn't have any info in the subject line.

    Anyone experience this or any possible solution.

    Thanks

  • Todd
    Travel Time Calculation12
    Topic posted July 11, 2018 by Todd Bronze Medal: 1,250+ Points in Field Service Forum > Field Service public
    Title:
    Travel Time Calculation
    Content:

    I've tried researching for this answer with no luck, most articles are around travel time and routing.  The questions is that we need to track travel time and travel time should calculate in between work orders and from "Activate Route" to first work order.  We work with many sub-contractors and need to be able to include this in their time so that it is included in their pay for time worked and traveled.

    Thanks

  • Todd
    Work Zone Id for Resource2
    Topic posted June 25, 2018 by Todd Bronze Medal: 1,250+ Points in Field Service Forum > Field Service public
    Title:
    Work Zone Id for Resource
    Content:

    We have a use case where the mobile techs on occasion will create activities in OFSC and and assign to themselves.  We are integrating with OSVC and everything works fine when the activity is created in OSVC because of having the ID in source system for updates.  When we create the activity in OFSC there is no source system ID so we are creating the activity in OSVC when this occurs.  However, we do need to pass the bucket ID where this resource is working.  I can't seem to find this field to send in the message, the API documentation references a parentresourceid and when testing using this we do in fact get the bucket id because it is the parent of the resource.  Is this field not available to pass in outbound message and is only available in the API?   

    Thanks

  • Todd
    Mandatory or Required Field Condition2
    Topic posted June 21, 2018 by Todd Bronze Medal: 1,250+ Points in Field Service Forum > Field Service public
    Title:
    Mandatory or Required Field Condition
    Content:

    We are wanting to make a certain custom field mandatory on the Add Activity, if the activity is of Customer type make it mandatory and be optional if it is an Internal activity.  I know there are visibility setting and conditions that can be done but is there a way to do the same making a field mandatory or not based upon conditions specified above?

    Thanks

  • Todd
    Text Field To Number Issue7
    Topic posted February 1, 2018 by Todd Bronze Medal: 1,250+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Text Field To Number Issue
    Content:

    We have a reporting requirement that is giving me trouble.  We have a custom test field that is populated with a duration in either whole numbers or decimal.  For example, values could be 1, 2.5 or .5 etc but will not have more than one decimal place so I converted it to a number and used the functions in this post https://cx.rightnow.com/app/answers/detail/a_id/5570. 

    This function to_number(incidents.c$custom_field) + to_number(substr(incidents.c$custom_field, instr(incidents.c$custom_field, '.') + 1))/100 results in the actual number being changed as seen in Duration1 column of attachment.

    This function to_number(incidents.c$custom_field) + to_number(substr(incidents.c$custom_field, instr(incidents.c$custom_field, '.') + 1))/power(10, length(substr(incidents.c$custom_field, instr(incidents.c$custom_field, '.') + 1))) results in the actual number being changed also as seen in Duration2 column of attachment.

    I have been struggling with the proper function so that the number is not transposed and show the actual number if it is a whole number without any decimals and if the Duration is a decimal with only one decimal 0.5 or 0.2 also so that I can make further calculations as a number.  Screenshot attached of the report issues with columns. 

    Any help would be appreciated.

    Thanks

     

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