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    Pavol Procka
    Workspace Rules for Standard Text inserted out of order.Answered
    Topic posted October 27, 2017 by Pavol ProckaSilver Crown: 22,500+ Points, last edited October 27, 2017 
    108 Views, 3 Comments
    Title:
    Workspace Rules for Standard Text inserted out of order.
    Content:

    Just thought I will share this bit of info in case someone did not realize it is happening to them as well since I did not find it on the forum.

    Not sure whether other versions are affected, we are on May 2016 and the issue is that when using more than 2 Add Standard Text Workspace Rules, the text is inserted in the wrong order to the incident.

    Example: You have 3 rules (A, B, C) to "Add Standard Text as Response" in the order A, B, C. RN will however enter the text as if the rules were in the order A, C, B. If you only use two such rules, they are entered in the correct order. Three or more will behave as above.

    Approached Oracle SD for this and they have identified it as a software defect. This has now been assigned to their product development department. The defect will be scoped and corrected in an upcoming version of OSvC. Unfortunately they could not yet confirm a date for which upcoming version exactly.

    You can either use the workaround Oracle suggested (not to use workspace rules to insert more than two standard texts in workspace), or you can go with what we are doing, place the rules in the "wrong" (A, C, B) order so that the text is added in the correct one (A, B, C). You will need to keep an eye on this after the next update though to make sure you have the rules in the correct order when the issue got fixed ;). For better understanding, I am also attaching a screenshot of the rules (with the "wrong order") and incident displayed that way correctly.

    Image:

    Best Comment

    Danette Beal

    Hi Pavol,

    I just moved this one. Thanks for the info!!! yesyes

     

    Regards,

    Danette, Community Manager

    Comment

     

    • Pavol Procka

      Sorry, I meant to place this in the General Product Discussion forum. Must have misclicked. Unfortunately I cannot Delete the post (I get an 403: permission error), so hopefully one of the Admins can move it where appropriate.

    • Danette Beal

      Hi Pavol,

      I just moved this one. Thanks for the info!!! yesyes

       

      Regards,

      Danette, Community Manager

    • Pavol Procka

      Hi all,

      just wanted to update this thread as I have now received a response from Oracle Support:

      "This issue has now been resolved in the production release of Oracle Service Cloud November '17 (17D) or later."

      Best of Luck

      Pavol