Customer Portal

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  • Sebastiaan Draaisma

    No its not possible to have individual access levels for contacts if they belong to the same org...

    With the SLA created, you can apply an SLA instance to an organization or to an individual contact that is not associated with an organization. SLAs applied to an organization allow privileged access to all contacts associated with that organization.

    Source: Setting up privileged access

  • Peter Rupp

    We already have about 20 levels of SLA's so a separate site isn't really an option for just one SLA. I'm going to try to drop down idea, didn't think about a solution such as that. I was hoping there was some check box I was missing to turn off the Org SLA and make it an individual level but I guess not.  

  • Sebastiaan Draaisma

    Ah... yeah, that complicates things. Another solution could be to use a custom field for contacts (Yes/No or menu) to specify which contact should have access to to the paid content, require a login for your site so you are able to read the session of the user containing the custom field value in combination with your own search result widgets that takes this custom field into account as a filter value.

    There may be other solutions such as through an additional interface within your instance and separate content (free on interface 1, paid on interface 2).

  • Peter Rupp

    That is correct about the access level to contact. The problem with changing the Org to something custom or blank is that the Org is tied to service contracts and is required. If we change it, now that parson/email isn't linked to a contract so it breaks the logic there. 

  • Willie Eide

    I like that idea.
    However, the concept of the customer portal is to allow you, the customer, to manipulate the portal to brand it as your company, as your identity.

    We provide a semi, blank canvas and the capability to manipulate the CSS as you need to get pixel perfect results with customer portal. 
    Hence, I don't think we would get to a point where we'd implement Redwood as that is the Oracle brand/identity.

  • Sebastiaan Draaisma

    I guess you are working with privileged answers right and you have an access level tied to answers and want to assign that access level to contacts rather than orgs.
    Did I get that right?

    If so, and I may be wrong here, I don't think that is possible. A possible work around (which may add a complexity to it when using business rules for Orgs) would be to create your own Org field (custom object) that you assign to contacts and use the OOB org field for your access levels only. You could then have an org called Paid and another called Free and just assign contacts to these 2 orgs which would allow you to control the content. The real Org info would have to be stored in a custom object where you create the various fields. Business rules made for orgs would have to be done through CPM where you use PHP to control your custom object. If Org is something you only use for your access levels and not something you need for rules etc then it may be sufficient for you to create a custom field for Org under Contact where you store Org info.

  • Trine Larsen

    I finally figured this out!

    The reason for the SmartAssistant suggestions appearing twice in the customer mail was found in "Message Templates".

    This is how it was fixed (Sorry that that text in our system is in Danish but I hope you get what I mean):

  • Sebastiaan Draaisma

    Hi Erlin.

    No, this is not a standard function. It can be done through a Custom Process Model (CPM) which you can trigger with a Business Rule (BR). A CPM is like an advanced BR and is written in PHP. In this CPM you could write your code that would create a 2nd incident and specify the contact for this 2nd email, in this case the same client.

    Once you have the CPM, the BR could be configured to look at the incident source (Ask a question page on the customer portal) and selected product and would trigger the CPM which would create the incident.

  • Sebastiaan Draaisma

    I'm afraid I was wrong...
    Both custom messagebase entries and custom configuration settings are read only through PHP connect

  • Janusz Jasinski

    That's exactly what we are after!

    We've tried to find out how but must have missed something obvious as the documentation I'm looking at says that only get(fetch) is supported

  • Sebastiaan Draaisma

    Hi Janusz.

    To my knowledge this is only possible with custom messagebase entries and custom configuration settings (the ones you create yourself). Everything else (OOB configuration settings & messagebase entries) is only available as read-only

  • Janusz Jasinski

    When using CyberDuck we get "413 Request Entity Too Large error."

    Can anyone suggest any way we can unzip a file instead on the WebDav? Anyone used this way before?

  • Anthony Smith

    Mate I wish there was! That would save weeks of onboarding front-end devs while they're trying to work out what lives where etc.

    Actually, I wonder if we could start collecting this information somewhere, some kind of a "CSS cookbook".

  • Anthony Smith

    Thanks Christian!

    Just one thing to add, instead of resorting to iFrames - why not look at the Knowledge Syndication widget:

    The config is easy, the css is in one place, and you're not putting yourself at risk by removing the clickjacking widget.

  • Sebastiaan Draaisma

    I don't think there is.
    A useful tool is the element explorer in your webbrowser. It will tell you, when selecting an element, which stylesheet is used and on which row the change will have to be made.
    In this example the site.css belonging to theme posten on row 109