Customer Portal

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  • Willie Eide
    Customer Portal 3.0, 3.1, 3.2 Deprecation Announcement105.0
    Topic posted August 19, 2016 by Willie EideGold Trophy: 10,000+ Points 
    Title:
    Customer Portal 3.0, 3.1, 3.2 Deprecation Announcement
    Content:

    Customer Portal 3.0, 3.1 and 3.2 have been deprecated as of May 2016.

    Environment:
    Customer Portal versions 3.0, 3.1 and 3.2

    Resolution:
    The Oracle Service Cloud Customer Portal versions 3.0, 3.1 and 3.2 are deprecated as of May 2016. Customers on those versions, as well as the Customer Portal 2 version, are encouraged to migrate their Customer Portal implementations to version 3.3 or higher.

    How long do I have to migrate my customer portal implementation?
    The deprecation period for Customer Portal 3.0, 3.1 and 3.2 starts May 2016.  These deprecated versions will remain available in Service Cloud for at least 2 years prior to the actual removal of the functionality.  A subsequent announcement will be made that provides a limited time window to complete any in-progress migrations off the of the deprecated releases.

    Why are these versions being deprecated?
    In an effort to ensure Oracle provides high-quality releases it is necessary to deprecate older products so that we may be allowed to focus on new, exciting features. Oracle would like to encourage all Customer Portal users to obtain the latest release of the product.

    Are there new features in Customer Portal 3.3 and beyond?
    Customer Portal version 3.3 introduced a major feature called Community Self Service which is a native solution that allows users to communicate and collaborate via forum posts and gain insight from their peers. In addition, version 3.3 leverages responsive design principles to improve the user experience across multiple device types, adds product-based navigation and product landing pages, numerous cascading style sheet improvements and contains over 70 widget updates.

    What if I don’t migrate?
    As of this writing (May 2016) the End of Life has not been announced for any version of Customer Portal; however, we encourage all customers to consume the latest supported versions of Customer Portal as defects will not be addressed in older, deprecated versions and no new functionality will be ported back to those deprecated releases.

    Where can I go to find more information?
    In addition to your account team, the Customer Portal forum in the Oracle Service Cloud Community is a great place for questions on all Customer Portal products and functionality.

    Version:
    Customer Portal 3.0, 3.1, 3.2
  • Scott Heidenreich
    Password Reset link in email expiring immediately8
    Topic posted November 7, 2019 by Scott HeidenreichBronze Trophy: 5,000+ Points 
    Title:
    Password Reset link in email expiring immediately
    Summary:
    A customer is not able to reset password because link is expired immediately
    Content:

    Hello,

    I have a customer contact who is gettting the reset password from the system as expected from the customer portal. However, when she clicks the link to reset her password, she gets the "link has expired" message, even though she clicks the link immediately upon receipt.  I cannot reproduce this issue with my own account neither can others at my agency.  Any ideas what may be happening on her end that is causing this?

    She claims to have dumped browser cache and cookies.

    Thanks

    Scott

    Version:
    19B
  • Francisco Caro Vida
    Customice logging fault message
    Topic posted November 7, 2019 by Francisco Caro VidaRed Ribbon: 250+ Points 
    Title:
    Customice logging fault message
    Summary:
    Customice logging fault message
    Content:

    Hello, we want to active unique session in our customer portal but before that we need to customice the logging fault message to distinguish between  user/password error to unique session error. In core is the same message:

    $result['message'] = (Config::getConfig(CP_MAX_LOGINS) || Config::getConfig(CP_MAX_LOGINS_PER_CONTACT))
                    ? Config::getMessage(USRNAME_PASSWD_ENTERED_INCOR_ACCT_MSG)
                    : Config::getMessage(USERNAME_PASSWD_ENTERED_INCOR_ACCT_MSG);
       

    Does anyone know how to achieve that? We have tried to expand the oob Contact model, but in the call to some out-of-the-box APIs it returns an access error.

     Thanks

     

     

     

    Version:
    OSvC 19b
    Image:
  • Janusz Jasinski
    Downloading an attachment appends an underscore to the...1
    Topic posted November 7, 2019 by Janusz JasinskiSilver Crown: 22,500+ Points 
    Title:
    Downloading an attachment appends an underscore to the filename
    Content:

    Hi,

    https://username:password@example.custhelp.com/services/rest/connect/v1.3/WMPConvo.record/3/FileAttachments/1?download

    This downloads the file but adds an underscore to the end of the filename

    Why?

    What can be done to resolve this. I can't use readfile along with PHP headers so that option is out

    Any ideas?

  • ashish bodhale
    Adding Other contact/secondary contact at the time of...Answered6
    Topic posted November 6, 2019 by ashish bodhaleBlue Ribbon: 750+ Points 
    Title:
    Adding Other contact/secondary contact at the time of creating incident
    Summary:
    Adding Other contact/secondary contact at the time of creating incident
    Content:

    Hi Team,

    We have a requirement where we want to add secondary contacts at the time of creating the incident. We tried to find a way to do it but it seems to be much complex and not doable. Can you please help me out here?

    Thanks,

    Ashish

  • Janusz Jasinski
    Lazy loading workaround1
    Topic posted November 6, 2019 by Janusz JasinskiSilver Crown: 22,500+ Points 
    Title:
    Lazy loading workaround
    Content:

    Hi,

    I have the following code which I know won't work but I was hoping someone had a simpler solution - for a contact that is logged in, I want to expose all their custom field values and dump them into an array called $a

    RNCPHP\ConnectAPI::getCurrentContext()->ApplicationContext = "Get contact information";
    $a = Array();
    $contact = json_encode($this->CI->session->getProfile(), true);
    $contact = json_decode($contact, true);
    $uid = $contact['c_id']['value'];
    $contact = RNCPHP\Contact::fetch($uid);
     
    foreach ($contact->CustomFields->c as $k) {
    $a[$k] = $contact->CustomFields->c->$k;
    }
    Any advice would be welcome
     
    I've tried curly brackets but this goes nowhere
  • Janusz Jasinski
    OSvC REST API Authenticate and Authorize2
    Topic posted November 4, 2019 by Janusz JasinskiSilver Crown: 22,500+ Points 
    Title:
    OSvC REST API Authenticate and Authorize
    Content:

    Hi,

    On https://docs.oracle.com/en/cloud/saas/service/19a/cxsvc/c_osvc_authentication_and_authorization.html and it says we can use

    https://admin:PassWord@mysite.example.com/services/rest/connect/v1.4

    However, I now get prompted for a username and password whereas it worked previously

    Can someone please advise?

    Thanks,

    JJ

  • David Radtke
    Remove Product and Category from Customer PortalAnswered6
    Topic posted October 30, 2019 by David RadtkeBlue Ribbon: 750+ Points 
    Title:
    Remove Product and Category from Customer Portal
    Summary:
    We are looking to remove the Product and Category fields from our Customer Portal
    Content:

    We are looking to remove the Product and Category fields form our Customer Portal.

    We are finding that when people submit tickets, they are selecting the wrong things.   All of our tickets get process by one department anyhow, so we have decided to just let our agents assign the Product and Categories.

     

    So my question is what is the best way to do this.

    I've done some minor modifications to the portal, so I'm familiar with the concepts.  But I haven't done anything this big.

    I know I need to modify the "Ask" page.   And I've used CyberDuck for other modifications.

    My problem is this page has never been modified by us, so I'm not even sure where to find it in the folder structure.

     

    Any guidance anyone could give me would be greatly appreciated.

     

  • Janusz Jasinski
    curl_multi_exec limit5.0
    Topic posted October 28, 2019 by Janusz JasinskiSilver Crown: 22,500+ Points 
    Title:
    curl_multi_exec limit
    Content:

    Hi,

    What is the limit on the amount of cUrl requests we can do via curl_multi_exec

    At the moment it seems 50 but I need a lot more - obviously I can do workarounds but would like to be in a position where I don't have to

    The cUrl requests are going to a OSvC controller

    Thanks

  • Willie Eide
    Chat Inlays - Proactive, Conditional and Embedded1
    Topic posted October 25, 2019 by Willie EideGold Trophy: 10,000+ Points 
    Title:
    Chat Inlays - Proactive, Conditional and Embedded
    Summary:
    Brief summary of then how, when and why in using chat widget such as Inlays
    Content:

    There has been some discussions about proactive, conditional and embedded chat inlays. Hopefully this thread may resolve some confusion around the usage. While I am not an expert in the chat field - you should visit the chat forums or check out the chat answers on the CX site - I can provide some insight for you.

    Proactive Chat and Conditional Chat Inlays are what we call "chat offer" widgets. The usage is that these are loaded onto a page along with an Embedded Chat that is initially hidden. When certain criteria (specified by you) are met, then the chat offer inlay fires an event for the Embedded Chat to appear and allow the end user to enter in credentials and initiate a chat session. Below, we'll talk about the various Inlays and the basics around their usage and functionality.

    Proactive Chat
    Proactive Chat (also called PAC) is an inlay that basically hidden at the start. Based on criteria such as a timing delay, number of minimum sessions or agent available even checking for maximum wait time in the queue, it will then appear as a dialog asking if the user wanted to chat (chat offer). If the user clicks "yes", then the PAC fires the show event for the embedded chat and that inlay appears maximized. If the user clicks "no", the event still fires, but the embedded chat is minimized (bubble form) in the corner of the web page. Basically we always fire the show event because we want the chat available to the user if they need it.

    Conditional Chat
    The Conditional Chat Link (also called CCL) is an inlay that is static on a page - it is always visible. Based upon various setup values, it may be an icon, a text or both onto your page. It may also carry informational messages such as "There are no agents available". You are also able to configure it to be hidden itself if there are no agents available. It can appear disabled or enabled. When enabled and clicked upon, it too will fire an event to show the embedded chat inlay. No matter what -- it appears on the page and is unique as it allows for a bit of customization in order to look seamlessly integrated in the page. 

    Embedded Chat
    This is the chat interaction capability. I refer to the embedded chat in 3 parts, pre-chat, in-chat and post-chat. The pre-chat page collects information about the user in terms of subject, first and last name and email. Then the chat is initiated. Only until at this time, does this inlay finally hit the chat server to get wait times, out of office, holiday hours, etc...  and the end user is placed into the queue for the next available agent. Once connected to the agent, I call this in-chat. This is the basic back and forth with enduser and chat agent. Once the chat has concluded, we enter post-chat. In post-chat, there can be some messages displayed to the user thanking them for the opportunity to chat, asking them to fill out any surveys and asking them if they'd like their chat transcript sent to a printer. 

    That's pretty much it. Obviously I have glossed over many finer details, but you should be able to search the KB on the CX site and get additional information that you need. 

    Willie Eide
    Inlay Product Manager

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