Posts

  • Todd
    Disposition Required when Agent sends Email Response25.0
    Topic posted January 2, 2018 by Todd Bronze Medal: 1,250+ Points in B2C Service > Agent Desktop public
    Title:
    Disposition Required when Agent sends Email Response
    Content:

    We currently have the Default Message Thread set to Private note however if the Agent changes it and send an email response we would like to make Disposition required.  I don't see anything in the workspace rules that would accomplish this??  Is this possible, one would think so...

    Help is appreciated.

    Thanks

  • Todd
    Passing Activity Group ID in Outbound Message1100%
    Topic posted January 19, 2018 by Todd Bronze Medal: 1,250+ Points in Field Service Forum > Field Service public
    Title:
    Passing Activity Group ID in Outbound Message
    Content:

    We have successfully integrated and passing all activity info back to our upstream system.  However, we have use cases where our mobile resources will be creating either Internal or Customer type of activities in the field and need the ability to pass those respective ID's for Customer (which is -1) and Internal (which is -2) to identify which type of activity it is in order to continue our business flow.  Passing the actual Activity ID is not a problem but just couldn't find the property or how to pass the ID for the Activity Group.

    Thanks for the help.

  • Todd
    Contact Reply after the MYQ_REOPEN_DEADLINE and Routing to...15.0
    Topic posted January 5, 2018 by Todd Bronze Medal: 1,250+ Points in B2C Service > Agent Desktop public
    Title:
    Contact Reply after the MYQ_REOPEN_DEADLINE and Routing to Queue
    Content:

    We are using Products/Categories and Dispositions and have routing rules setup to send incidents to proper queue.  We have the MYQ_REOPEN_DEADLINE set to 5 days so when they reply after it creates a new incident referencing the old Ref# as a private note.  The question is when they reply on the 6th day and creates a new incident it doesn't have a Product or Category populated and thus not getting routed to correct queue.  Is there a way to route back to the same queue as the Solved incident that is being replied to? Or possibly set the Product and Category of the original solved incident?

    Thanks for the help.

  • Todd
    Organization data load using Import Wizard15.0
    Topic posted November 6, 2017 by Todd Bronze Medal: 1,250+ Points in B2C Service > Agent Desktop public
    Title:
    Organization data load using Import Wizard
    Content:

    We are suing the import wizard to import our Orgs and have run into an issue.  On our sample initial load we have quite a few Orgs in our csv file that may have the same name but different Account Numbers (Account Number being a custom field).  We get an error Duplicate in import file for the other Orgs having the same name.  Is it not possible to import multiple Orgs having the same Org name?

    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
    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
    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