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  • jagadeesh gattupalli

    I will work on this too. Thanks for reply.

  • Richard Vang

    Also, I forgot to mention that we all had a recent update to Windows 10 that might also coincide with the appearance of the icon instead of the two dots.

  • Sebastiaan Draaisma

    This can be done with the following setup.

    Incident status type for solved has to be a 'Waiting' status type and Closed must have a 'Solved' status type. This will allow you to use CI_HOURS set to 27 * 24 hours. It will make the system close the incidents for you automatically. The MYQ_REOPEN_DEADLINE would make sure when the customer is updating the incident after the 27 days, a new incident is created.

    An escalation rule (2 rules) can be set with the timer rule (set to 20 days from now) to run when the incident has been marked as solved and an answer has been sent (no need to run the rule if no answer was required). Upon escalation the action rule would send a message to the sender. In the message template for rules you could create a conditional section based on escalation level to send a friendly reminder to update the incident within the next 7 days.

    After that the age db will close the incident.

    The correct answer is not always the best solution smiley

  • jagadeesh gattupalli

    Hi Sebastiaan ,

     

    A configuration setting (MYQ_REOPEN_DEADLINE) would prevent a closed incident from being updated and would create a new incident instead. --> This really helps me.(thank you)

    My Business case is like this.

    After incident get to Solved status I need to send mail to customer after 20 days to Intimate that we are closing the Incident. After 27 days I need to run process for all Incident which are solved 27 days before I need to run a process by fetching the records and make the Incident status updated from 'Solved' to 'Closed' Status.

    I planned a report which will schedule everyday and pickup records which are solved -27 days before and custom script set them to Closed status.

    I thought this will be the simple process to execute.

    I attached my customizable menu screen shot.

    Please go through it.

    Thanks 

    Jagadeesh 

     

  • Lakshay Bhalla

    Hi, use this:

    In Initialization:

    if (!defined('DOCROOT')) {
      $docroot = get_cfg_var('doc_root');
      define('DOCROOT', $docroot);
    }
    require_once( get_cfg_var("doc_root") . "/ConnectPHP/Connect_init.php" );
    initConnectAPI();

    In process:

    $inc_id = $rows[0][0]->val;

    $incident = RightNow\Connect\v1_3\Incident::fetch($inc_id);

    if($incident->StatusWithType)
    $incident->StatusWithType->Status = new RightNow\Connect\v1_3\NamedIDOptList();
    $incident->StatusWithType->Status->LookupName = 'Closed';
    $incident->save();

     

    This should work.

    Thanks 

  • Sebastiaan Draaisma

    Incident status of customizable menu have total 5 statues . I update incidents from 'Solved' to 'Closed' Status after N number of days. This should help write a business rule not to open the incident again.

    That you could/should do without a custom script. It can be done through an escalation rule.
    Or depending on the status type with the age db. (CI_HOURS & CI_WAITING_CALC_DAYS)

    A configuration setting (MYQ_REOPEN_DEADLINE) would prevent a closed incident from being updated and would create a new incident instead.

    As a best practice, custom scripts should in my opinion only be used if there is no out of the box alternative.
    Your requirement can be done without a custom script

  • jagadeesh gattupalli

    Thanks for reply.

    Incident status of customizable menu have total 5 statues . I update incidents from 'Solved' to 'Closed' Status after N number of days. This should help write a business rule not to open the incident again.

    Regards

    Jagadeesh

  • Sebastiaan Draaisma

    Hi Ajay.
    The purpose of this report would be to change the status from x to Closed through a custom script.

  • Sebastiaan Draaisma

    Try using the status id

    $incident->StatusWithType->Status->ID = 103;

    I have used this in the past

    // Have incidents.i_id in the first column (column id 0) and store it in a variable
    $inc_id = $rows[0][0]->val;
     

    // Connect to the database with the incident id
    $incident = RightNow\Connect\v1_3\Incident::fetch($inc_id);

    // Change status (incidents.status_id||' '||incidents.status_id.id can be used to verify your data)
    $incident->StatusWithType->Status->ID = 103;

    // Save the change in the database using the save() function
    $incident->save();

  • Ajay Yadav

    if you requirement is to display 'solved' incidents to 'Closed' in report, why do you want to complicate it, just add if(incidents.status_id='Solved','Closed',incidents.status_id) in column expression and you will get the desired result. 

  • jagadeesh gattupalli

    Hi Sebastiaan,

     

    Thanks for the reply.

    I tried with the above changes but no luck.

    Code in Process tab mentioned below

    -------------------------------------------------

    $inc_id = $rows[0][0]->val;

    $incident = RightNow\Connect\v1_3\Incident::fetch($inc_id);

    //Pick the computed value from the column in the report and populate it in the custom //field pulled from the incident and save the field in the database using the save() //function

    $incident->StatusWithType->Status->LookupName = 'Closed';
    $incident->save();

     

     

  • Sebastiaan Draaisma

    Try v1_3

    $incident = RightNow\Connect\v1_4\Incident::fetch($inc_id);

    I believe the v 1.4 required additional headers

  • Richard Vang

    Further to this thread, we have had this problem as well. Before we were upgraded to 19B, we would see a little dot ( . ) in the pasted text where the line break appeared. However, in 19B we see that the little dot have been replaced with a "line separator" icon (LSEP). See attached image. These, if not manually removed, will appear in our Guided Assistance that our agents see. I have tried to use the SHIFT+CTRL+V method to paste into the Question editor window in the image, but nothing happens -- it does not paste anything at all. I get the same results by using the Paste tool in the window toolbar.

    What is truly curious to us is one of our admin team doesn't see these at all, anywhere -- not when editing the guide or when viewing a new Incident. She has the same Service Cloud (19B) and .NET (4.7.2) as everyone else on our team. Any thoughts as to why? It is extremely annoying because she cannot visually see if there are line breaks inserted or not, so every time she pastes something into Oracle, she has to manually remove any paragraph breaks and put them back in to make sure there are no hidden line breaks. The rest of us can at least see where the line breaks occur because we see the icon.

     

     

  • Jens Lundell

    Hi Marv,

    For 64-bit systems the theoretical process limit is increased from 2 GB to 4 GB. Note however that .NET memory management is very complex and in certain scenarios you may experience memory problems even if you are under the limit.

    Jens Lundell
    Oracle Service Cloud

  • jagadeesh gattupalli

    HI Dev,

    I tried the first option and it worked well.

    Regards

    Jagadeesh