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    Joseph Mastriano
    Reply to Email Functionality Lost on IncidentAnswered
    Topic posted October 8, 2019 by Joseph MastrianoGreen Ribbon: 100+ Points, tagged Browser UI 
    31 Views, 3 Comments
    Title:
    Reply to Email Functionality Lost on Incident
    Summary:
    Reply to mail functionality lost - need help getting it back
    Content:

    Hello, we have lost our ability to reply to emails in our Oracle Service Cloud incident work space in the Browser UI agent.  The attached image shows only forward capability for the thread in the incident.  There used to be a send option.  Can someone point me in the direction in how I get that back?

    Thanks!

    Joe

    Image:

    Best Comment

    Sebastiaan Draaisma

    Open the BUI workspace in the Agent Desktop workspace editor and open the Ribbon Designer to see if the Send button has been checked.
    If this is a recent change, check the profile to see which workspace for BUI it is using and if it is what you expected to be, the audit log in the workspace designer to see who made the latest change

    Comment

     

    • Sebastiaan Draaisma

      Open the BUI workspace in the Agent Desktop workspace editor and open the Ribbon Designer to see if the Send button has been checked.
      If this is a recent change, check the profile to see which workspace for BUI it is using and if it is what you expected to be, the audit log in the workspace designer to see who made the latest change

    • Mary Gilbert

      Here's some info that may also be helpful.

      --Mary

      https://cx.rightnow.com/app/answers/detail/a_id/9480

      The initial set of icons on the workspace’s toolbar is specified in the workspace configuration for the record type, but you can customize the toolbar to add frequently used icons.

      Procedure

      1. Open the workspace you want to modify.
      2. Click Ribbon.
        The Ribbon Designer opens.
      3. To add or remove an icon on the toolbar, click Configure Quick Access Buttons to open the Configure Quick Access Buttons.
        1. Select the options you want to display.
        2. Click OK.
          Note: The Save, Save & Close and Refresh icons are related to the workgroup and will display on the toolbar if they are added to either the Ribbon or the Quick Access Toolbar. All other icons are related only to the specified workspace configuration.
      4. To add or remove an icon from the Options icon, represented by the three vertical dots, that displays on the workspace toolbar, double-click Home > Actions.
        1. Click Add Buttons to open the Add or Remove Buttons window.
        2. Select the options you want to display.
        3. Click OK.
        Note: The Bookmark icon displays on the incident, answer, contact, organization, and task workspace toolbars and cannot be disabled in the workspace configuration.
    • Joseph Mastriano

      Thanks to both!  It was in the Ribbon Designer and then the below added it to where it needed to be.

      To add or remove an icon from the Options icon, represented by the three vertical dots, that displays on the workspace toolbar, double-click Home > Actions.

      1. Click Add Buttons to open the Add or Remove Buttons window.
      2. Select the options you want to display.
      3. Click OK.