Comments

  • Dev Aditya

    Hi Mohamed,

    You have 'to assignee' checkbox checked in the business rule. This is responsible for triggering mail to the account to which incident is currently assigned. 

    Please uncheck it and then test it. 

     

    Thanks,

    Dev

  • Dev Aditya

    Hi Mohamed,

    Your provided information is not very clear. Assuming 'Incident Creator' in the question is the contact, please check my suggestion below.

    It seems you have 'Then' Action added 'Send Email Response to Sender' or 'Send Receipt Email'. These two actions are responsible for email triggered to incident creator. Either Delete these two 'then' actions or call them in a function which has extra condtion added, i.e. ' incident type is not equal to Complaint'. In this way only mail will be triggerd to 'x@domail.com' from your business rule 

    I hope it helps.

    Thanks,

    Dev

  • Dev Aditya

    Hi Jagadeesh,

    Object Event Handler won't be a help to you for this requirement. 

    You can use reports with custom scripts to update the field and schedule it to run once in a day. Taking field update from script in report as a trigger point, you can send mails from business rules.

     

    Thanks,

    Dev

  • Dev Aditya

    Hi Jagadeesh,

    Are you getting any error message while sending the mail from BUI? If yes, please attache the screenshot of error message.

    If not, then there are two possibilities:

    1. BUI does not have 'Send on Save' feature. So, simple save on BUI won't trigger the mail. You will have to explicitly click on send button on the ribbon.

    2. Default channel for workspace used n BUI will not have 'Email' selected. However, in this case also, you will get error message

     

    Thanks,

    Dev

  • Dev Aditya

    Adding to comment of Sebastiaan, highlighting any column in red in any report, it can be done using 'Exceptions' in reports. 

  • Dev Aditya

    Hi Robert,

    Thanks for the quick response. This XML worked for me.

     

    Thanks again!!!

  • Dev Aditya

    Hi Robert,

    Thanks for your resposne. I am looking for raw soap/xml body that includes SLA instance list. I tried from my end, I am continously getting 'Invalid ID' error. ID is correct, so, I guess, there is some issue with the body.

    Thanks,

    Dev

  • Dev Aditya

    Thanks Jessica! I am aware that Oracle Service Cloud does not provide any such API, however, my idea is to use chat_landing page as a platform to call external system chat API. i.e. setup completely custom chat environment on chat_landing page, that will be triggered on conclusion of Rightnow chat and connect the currently chatting customer with new system .

    I tried to call chat session ID of one OSvC system on chat_landing page of another OSvC instance, and I was able to get the response. So, we can built custom UI on the page.

    Does this sound feasible?

     

    Thanks,

    Dev

  • Dev Aditya

    Could you please post the code which is displaying this field?

    Thanks,

    Dev

  • Dev Aditya

    Question is not clear if it is a custom field being called or html fabricated field is being created. If it is a custom field, you can add drop down value from Agent Console.

    Login to agent console with admin credentials, then follow the path:  Configurations->Database->Custom Fields

    Regards,

    Dev

  • Dev Aditya

    Template name must be declared as the meta tag on the top of the page in which widget is appearing. it will look something like- template= "ABC.php"- ABC is the  name of the template defined by the developer. Find that template(php file) under- Customer->Development->Views->templates. Comment the widget code from that template.

  • Dev Aditya

    Did you try to comment it from the template used in page?

  • Dev Aditya

    Hi Jseymour,

    Oracle Service Cloud provides you table that logs all the actions performed on CP- 'clickstreams'. Please check the below documents to better understand its usage

    1. Answer ID- 5142

    2. Answer ID- 5013

     

    However, if you want to make something custom, that give you exact data you are looking for, then, you can implement below given solution:

    1. Create a custom object with 'Contact' as parent object. Let us name it 'Contact Session' It will have mainly two date fields- LogIn and Log Out. Both of them will be of date/time data type. You can create more fields as per your requirement.

    2. Write two hooks- 'pre_login' and 'pre_logout'

    3. pre_login: In this hook, create new 'Contact Session' object record under contact ID who is trying to log in and stamp system date in 'Log In' field under custom object. This will create a new record for every login

    4. pre_logout: In this hook, stamp the system date in the latest 'Contact Session' record under the respective contact.

     

    Now you have Login and Log out time stamped for each contact for each session, you just need to fetch them in report.

     

    I hope it helps.

     

    Thanks,

    Dev

  • Dev Aditya

     Hi Kishore,

    We can use pre_page render hook in which we can use $_SERVER['HTTP_REFERER']  function to store orignal requested URL. It is a good approach to do that, however, it needs some POC as I have also never implemented this idea.

    We can use another simpler idea to implement this. In the template which is being used by pages, we set cookie orginal URL(in your case, answer view page of any specific answer) and redirect page to IdP URL.

    Logic will be-

    When user hits any CP page(in your case, answer view page)- template will check if user is logged in or not. We can user session data here for checking.

    If user is logged, page will load

    else- use setcookie function to store orignal URL and redirect him to IdP sso url. 

    When user is authenticated, by default he will be redirected to home page, so, in the template, retrive already set cookie and again redirect user to orignal URL which you get from cookie.

     

    I hope it helps.

     

    Thanks,

    Dev

  • Dev Aditya

    Hey Scott,

    If your whole purpose is to display data to agent from where agent can copy paste to some other field of any object. Assuming your objects are related to 'Incident' object , you can show custom report in a tab in 'New MobileAssessment' object workspace. In that report, you can join all the three objects- First custom object, Incident and New MobileAssessment object. 

    Now, in a column of that report, use concat function and concatenate all the required fields and here you go. 

    When Agent will open the 'New MobileAssessment' object workspace, the custom tab will have report with all the values and ready to copy paste anywhere.

    For more details on functions used in report, please refer Answer Article 1884

     

    I hope it helps.

    Thanks,

    Dev