Posts

Posts

  • Jens Lundell
    Soup up Workspace load! - updated124.9
    Topic posted December 21, 2018 by Jens LundellSilver Crown: 22,500+ Points, tagged Browser UI, Service Console in B2C Service > Agent Desktop public
    Title:
    Soup up Workspace load! - updated
    Summary:
    Introduction to a new series on how to improve the load time of workspaces
    Content:

    Hello everyone!

    The Workspaces team has been implementing, enhancing, and maintaining workspaces and related features since the first release of workspaces in RightNow Version 8.  We did this first for the legacy console, later for the enhanced console, and lately, for the Agent Browser User Interface.

    The most common question I get from customers regarding workspaces is “How can I get incidents to load faster?” There’s no easy answer to that question, and in this series I discuss best practices and techniques for getting your workspaces to load as fast as possible, without sacrificing required business needs.

    Here are the posts in the series:

    The intended audience for this series consists of site administrators and developers working on integrations with Oracle Service Cloud. Most of the material will be applicable to both the Agent Desktop Service Console (.NET) and the Agent Browser User Interface (BUI). When there are differences, I will highlight those.

    With a decent network connection and a medium-powered PC, opening an incident on a small site with a blank workspace takes about a second. Anything you add to your site and your workspace after that will slow things down. You will see that almost all the recommendations basically boil down to “do as little as possible.” Given that, the term “soup up” for the series is probably not entirely accurate, as it implies you can actually make the core workspace engine faster. You can’t, but you can make sure it doesn’t have to do more work than necessary. Or, to use a car analogy, don’t put heavy items in your car if you want to drive fast. Especially don’t hook it up to a 30,000 pound trailer!

    Update!

    The first five articles have now been posted, so I thought I would add a simple ordered step-by-step guide on how to troubleshoot performance issues with workspaces:

    1. If your site has Add-ins, start by testing without Add-ins. If performance improves drastically investigate the Add-ins (see the Add-in article).
    2. Next, investigate environmental factors. Test with a different account and a different profile. Test on a different computer. Test on a different network. See the first article for more information.
    3. Do you use workflow? If so, use a test profile configured to open records with your most common workspace instead of a workflow. If performance improves drastically investigate the workflow (see the workflow article).
    4. Still have problems? Replace your workspace with the standard workspace and see what happens. If that’s better, disable your workspace rules, and look for problematic controls (see the Workspace Layout and Rules articles).
    5. If you, in all unlikelihood, still have issues using the standard workspace without add-ins in multiple environments (computers/networks), then you should contact Oracle Technical Support.

     

     

    I'm periodically reviewing these articles and will incorporate new material, so please feel free to comment on the posts and share your own experiences.

    Jens Lundell
    Oracle Service Cloud

  • om Pandey
    Error- Could not load file or assembly...Answered4
    Topic posted 3:32 AM by om Pandey, tagged Service Console in B2C Service > Agent Desktop public
    Title:
    Error- Could not load file or assembly 'Newtonsoft.json' version 12.0.0.0 or one of it dependencies.
    Summary:
    I am consuming rest api in my workpace add-ins and that api returns response in json format and using 'Newtonsoft.json' library to convert json attribute in my model
    Content:

    Below are the code getting attribute value from api response using library

    _apiResponse = _apiResponse.Replace("\n", "").Trim();
                        string visitorNode = JObject.Parse(_apiResponse)["XXXXX"].ToString();
                     

     

     

     

    Image:
  • jagadeesh gattupalli
    Incident notification between agents2
    Topic posted Yesterday by jagadeesh gattupalliBlue Ribbon: 750+ Points, tagged Service Console in B2C Service > Agent Desktop public
    Title:
    Incident notification between agents
    Summary:
    Incident notification between agents
    Content:

    Hi ,

    I have a requirement where if an incident open by two are more agents , there should be a notification to the Agent who opened it first and still in edit mode. in the same way other agents also to be notified  when in edit mode , about the incident which is currently in  Edit by first agent them.

     

    I already enabled Toast notifications for all Agent desktop but not able to see that facility.

    Please let me know how to achieve this. Thanks in advance.

    Regards

    Jagadeesh G

     

     

     

    Version:
    19B
  • VDL
    Routing rules of Incidents35.0
    Topic posted December 8, 2019 by VDLSilver Medal: 2,000+ Points, tagged Browser UI, Service Console in B2C Service > Agent Desktop public
    Title:
    Routing rules of Incidents
    Summary:
    Routing rules of Incidents
    Content:

    We created a incident routing rules to assign SR to agents and mentioned agent name. Now in case if emploee leaves the organization and there is a replacement then we need to change the rule everytime. Is there any other way we can map this make it dynamic.

     

    Regards,

    Vaibhav L

  • VDL
    Delegation of incidents in case if agent availability25.0
    Topic posted December 8, 2019 by VDLSilver Medal: 2,000+ Points, tagged Browser UI, Service Console in B2C Service > Agent Desktop public
    Title:
    Delegation of incidents in case if agent availability
    Summary:
    Delegation of incidents in case if agent availability
    Content:

    If any agent is going for a vacation or not available for some reason then What is the way to delegate all incidents to other agent for resolution.

     

    Regards,

    Vaibhav L

  • per aspera ad astra
    autonomous data warehouse shows incorrect storage usage2
    Topic posted November 10, 2019 by per aspera ad astra, tagged Service Console in Data Management > Autonomous Data Warehouse public
    Title:
    autonomous data warehouse shows incorrect storage usage
    Summary:
    autonomous data warehouse shows incorrect storage usage
    Content:

    Hi,

    the overview page (service console) of my autonomous data warehouse shows a usage of 9.82 GB. When I add up all my table space sizes I arrive at 7.3 GB. Where does the difference come from?

     

    Yours, 

    per aspera ad astra.

  • Darren Johnston
    Default mail queue workspace rule being overwrittenAnswered95.0
    Topic posted October 30, 2019 by Darren JohnstonRed Ribbon: 250+ Points, tagged Service Console in B2C Service > Agent Desktop public
    Title:
    Default mail queue workspace rule being overwritten
    Summary:
    setting a default queue via workpsce rule is being overwrittent by main business rule
    Content:

    Hello all,

     we have a bunch of workspace rules for  setting a default queue  if the  current user is in a certain profile.

    and then setting  the default mailbox if a particular queue is set.

    we also have business rules for incoming mail  that sets the mailbox and queue if the mailbox is a certain value.

    Issue is that when a user creates a new incident from the console.

    1. the workspace rules fire, thus setting their default queue/mailbox
    2. user then saves the new incident
    3. business rules fire now matching the mailbox set above and change the queue to the queue in the business rule!

    only way around this currently is for the user to hit save then change the queue back

    any ideas on how to  make the workspace rules  stick after saving and not be overwritten by the business rules?

     

     thanks

     

     

    Version:
    osc 19a
  • Darren Johnston
    Custom Object Menu Item duplicates
    Topic posted October 21, 2019 by Darren JohnstonRed Ribbon: 250+ Points, tagged Service Console in B2C Service > Agent Desktop public
    Title:
    Custom Object Menu Item duplicates
    Summary:
    stopping duplicates Menu Items being added
    Content:
    Hello,

     we have a custom menu object  for course codes, the table lists the unique id as   1-J2V, 2-22P etc which seems to be  the number at the front is the order it was entered appended to the actual code.  just the code i.e J2V appears on the menu

     Problem is that there is noting stopping a user from entering the same code multiple times it will just create like this   (1-J2V, 2-J2V, 3-J2V etc etc)

    we need to find  any duplicates  before importing them in excel to avoid this. The course code is also linked to another table "course_catalogue"

    Question is   is this default behaviour ? or was it set up incorrectly to start with?

    it creates a serious  data issue if a duplicate is entered  and then  the wrong duplicate is removed as in the one which is linked to other data!

     

     

     

    Attributes Pseudo Table
    Primary Key ID
    Columns DisplayOrder
    ID
    Name
    class_id
    Version:
    osc 19a
  • jagadeesh gattupalli
    Facing issue with Object event handler of Out of office...
    Topic posted October 11, 2019 by jagadeesh gattupalliBlue Ribbon: 750+ Points, tagged Service Console in B2C Service > Agent Desktop public
    Title:
    Facing issue with Object event handler of Out of office accelarator
    Summary:
    error in Object event handler of Out of office accelarator
    Content:

    Hi ,

    I downloaded the out of office accelarator to implement the OOO functionality. I followed the each step mention in PDF document mentioned.

    I downloaded the ZIP file to create object event handler. I took copy of the code and edited test harness section and updated the incident ids and contact ids properly.

    I am getting error when Testing it. I attached the issue screen shot below and also the code.

    Need help urgently.

     

    Regards

    Jagadeesh G

     

     

    Version:
    19B
    Image:
    Code Snippet:
  • Swati Jain Gururani
    How to implement SHA256WITHRSA encryption in CPM15.0
    Topic posted October 7, 2019 by Swati Jain Gururani, tagged Service Console in B2C Service > Agent Desktop public
    Title:
    How to implement SHA256WITHRSA encryption in CPM
    Content:

    I need to create JWT signature using algorithm sha256withrsaencryption. I am not able to find this method in Crypto library provided by OSVC for encryption and decryption. Is there any way to implement this? I am able to do it in php using openssl_sign method but openssl is not allowed to use in OSVC. Any help will be appreciable.

    openssl_sign(
            $jwtHeader.".".$jwtClaim,
            $jwtSig,
            $keyData['private_key'],
           "sha256WithRSAEncryption"
    );

    Thanks in advance.

    Version:
    1.3