Comments

  • Rasheed Ahamed

    Hi Sebastiaan,

    I tried the above steps but while importing it was still showing the Previous Import file and on Cancel/Finish Deployment it popping up the loading icon and even after waiting an absurd amount of time, it is still the same. What I have done is that, I have changed this config setting  EEM_UNDEPLOYED_PURGE_DAYS from 7 to 1 but after 24 hours, still the previous import file has not been removed. I'm confused what to do in this case?

    Screenshot:

  • Rasheed Ahamed

    Justin,

    It could be due to Cache issue. What happens sometimes is that the NavSet might not get properly assigned. Try one/all these below steps.

    1.Go to the Admin profile (or whichever profile that you want the Element Manager to be assigned). Change the current NavSet to some other NavSet and Save. Now assign back the previous NavSet ('FullAccess' in this case) and Save again.

    2.Logout and Login the Agent BUI and press Ctrl+Shift+R.

    3.File -> Options -> Personal Settings -> check both Reset Local Settings and Rebuild Local Data Cache and click OK.

    Hope this helps.

    Thanks,
    Rasheed

  • Rasheed Ahamed

    Hi Sebastiaan,

    The source environment version is 18D.
    As I mentioned that I have tried to import in 2 different instances
    Instance 1 version - 18B
    Instance 2 version - 19A

    Is it something like the target version has to be equal or higher than the source version ?

  • Rasheed Ahamed

    Hi Luuk,

    I have not changed anything, not even opened the exported zip file.
    I even sent the export to my colleague and asked him to import. At first what happened is that, he didn't had the custom fields created which are required for that Workspace import so it was throwing warning. After creating those fields we tried importing it again and since then we are getting this error popped up.
    Also, in another instance it is showing the last import on the Active Import table, in which when I clicked on Cancel or Finish Deployment the loading circle icon appears for a longer time but no progress. 

    Thanks,
    Rasheed

  • Rasheed Ahamed

    Ok my bad. As it was primarily Incident. I did only for that and haven't noticed properly. Unchecked all those boxes under Contact and it worked like charm in BUI.
    Thanks Colby.

    Regards,
    Rasheed.

  • Rasheed Ahamed

    Ok so the final solution for this issue is we can create the custom status value against a particular seeded status value.
    Go to the Manage Service Request Status Values, choose any seeded status under which you can create a custom status, Save&Close and open an existing SR and verify the custom status value is populated. It can be done only through this way. When you try to import as I have mentioned in the above thread, you may see those created under Manage Standard Lookups but they will not be displayed in the details page of an SR, i.e., in the Status field LOVs.

    Regards,
    Rasheed.

  • Rasheed Ahamed

    Hi Colby,

    Yes, I have used that record option section and that is how I have disabled New option which is working fine in the Agent Desktop but not in the BUI,

    Thanks,
    Rasheed

  • Rasheed Ahamed

    Hi Lakshay,

    Thanks for writing in.
    I tried that option as a first step before posting this question here. Hiding Report Commands will remove the entire row of options like Open,Copy,Assign everything. I still need those options except Add New that is why I customized the report and removed only that option. But it is not reflecting in BUI.

    Regards,
    Rasheed.
     

  • Rasheed Ahamed

    Hi Jason

    I think just after searching, the opened/detailed answer will not be displayed, instead you need to click on the Answer Topic link to view the detailed answer. You have to increase the ranking of an answer to display it on top when the user searches. Mark that specific answer's display position as Place at Top or to keep it permanently at top select Fix At Top and save. Go to that Answer => Details tab to find the Display Position field. 

    P.s. By default the display position will be Historical Usefulness. When U select Place at Top and save the Workspace, the Display Position field will again change to Historical Usefulness immediately. This doesn't mean that the change has not been applied instead in the backend, the rank of this answer will be set equal to the highest rank available but the workspace will be immediatel reset.

    Thanks,
    Rasheed

  • Rasheed Ahamed

    Not exactly for CP. I'm using it for Oracle Engagement Cloud for Automation. But as Customer Portal (CP) is completely developed on PHP,.I think U can check PHPUnit once to see how it fits to your requirements.

  • Rasheed Ahamed

    Ideally it should work. Why those two folks can try Autofit-Column-Width option in excel which will set the width according to the max-length of the data inside the cell.

  • Rasheed Ahamed

    Do groups control the incident assignment to accounts?
    Yes. An Incident can be assigned to a Staff Account. A group will have a collection of Staff Accounts. Assume there is a group called LaptopAdmins which has 10 staff accounts. When an Incident is assigned to that group, based on the staff availability conditions it will be assigned to any one of the staff who belongs to the LaptopAdmins group.

    How can I find if the seemingly unused groups are link/associated to incidents?
    I guess you mean unused groups here as a group with no staff accounts. In order to find that, as @Rhianna mentioned you need to create a report.
    Create a new grid report -> Add a column from acct_groups table and add group_id field , Add another column from accounts table with this column definition count(accounts.acct_id) and name Heading as Total Accounts click OK. Now Click on tables in ribbon and select the accounts table and click on Outer Join and click OK now preview the report. 

    How can I find if the seemingly unused groups are link/associated to profiles?
    Same logic with profile id will be applicable here.

    Can we rename a group safely?
    Yes, you can rename a group safely by logging in as a different user who doesn't belong to the group or just in case if the user belongs to the group and whose name is not used in any business rules, you can still rename it. ex: John and Ben belongs to same group called LaptopAdmins and you wanted to rename the group, If Ben's account is being used in an escalation/assignment rule, then you cannot rename the group by choosing Ben's account from the report Staff Accounts by Group. Meanwhile you can open John's account and rename the group safely. Close and open the Business Rules to check the changes reflected.

    Can we delete a group without causing catastrophic results?
    Again the same logic will be applied here, if the group is being used by any business rule it can be renamed safely but cannot be deleted.
    PFA the Error Message you will get when you try to click on the magnifying glass icon from a staff account of that group which is being used in the Business Rules.

    I read some previous posts related to groups, but I am not clear as to what exactly groups do. 
    Simply, Groups are a way to organize staff accounts in Oracle Service Cloud.

    Hope this helps.

    Thanks,
    Rasheed

  • Rasheed Ahamed

    Hi Usha,

    Thanks for your insight, May I know which are the two tables you are mentioning here?
    Because, to Import a custom status value we need to map it to the LookupType accordingly, for status it is supposed to be "ORA_SVC_SR_STATUS_CD" using which it is getting imported successfully but not reflecting the SR Object screen as mentioned in the question.
    Ps: We can't use "ORA_SVC_SR_STATUS_TYPE_CD" as its Lookup Configuration Level is System.
    PFA
     

  • Rasheed Ahamed
  • Rasheed Ahamed

    Santosh,

    Glad that it worked. Please choose it as a best answer if you think it is.

    Thanks,
    Rasheed.