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    chekwa
    custom field added in chat
    Topic posted February 2, 2010 by chekwa Bronze Medal: 1,250+ Points, last edited October 29, 2011 by Erica (Leep) AndersonBlack Diamond: 60,000+ Points, tagged Chat 
    1351 Views, 3 Comments
    Title:
    custom field added in chat
    Content:

    i have a "your question" custom field added on my chat page. 

    what i wanted to happen is to have this custom field added to the incident email that is sent out to a customer after a chat is finished. 

    i'm using may '08 rightnow 

    any help would be appreciated. thanks!

    Comment

     

    • Mike Maringas

      If enduser visibility is set on the custom fields those fields should be automatically included in the outgoing incident mail messages, unless the mail script has been customized.

    • chekwa

      sorry let me rephrase my question. the custom field doesn't get 'saved' when you 'create an incident' after the chat session. is there any way to save this custom field along with the chat transcript?

    • Mike Maringas

      Let's say the custom field is called incident.c$question.   Are you asking whether or not an incident created from a chat will populate incident.c$question correctly?   Or are you asking if there is a way to save incident.c$question inside the same incident thread where the text of the chat transcript is saved?  If the latter, I don't know of anyway to do that.  If the former,  Incident.c$question will be saved correctly except for the scenario described in this other post using Incident Tab->Add New:  https://cloudcustomerconnect.oracle.com/posts/1a1b6142a7