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  • JustRhianna
    OEC Knowledge Copy an Article1
    Topic posted November 15, 2019 by JustRhiannaSilver Crown: 22,500+ Points 
    Title:
    OEC Knowledge Copy an Article
    Summary:
    Need ability to copy
    Content:

    I don't seem to see a way to copy one article to another unless we use translation which it is not for that.

    Let me give you all the use case and maybe there is a better solution.

    They have internal only articles of a specific content type. For that content type they want all those articles to not only have the same fields (accomplished in the schema for the content type) but also the same Header image. 

  • John Wilson Cusi
    Groovy script to move or copy attachments from one Servce...25.0
    Topic posted November 10, 2019 by John Wilson CusiBronze Medal: 1,250+ Points, tagged Configuration and Administration, Service Request Management 
    Title:
    Groovy script to move or copy attachments from one Servce Request object to another object
    Summary:
    Groovy script to move or copy attachments from one object to another
    Content:

    We have a requirement to copy/move the SR attachment to Accounts when the SR has been resolved.

    I search for related solutions but doesn't seen to find a solution to do this, whether via groovy or other methods, in the oracle documentations. Is this something possible in Engagement Cloud?

    Version:
    19c
  • Shivam Bansal
    SMS from Oracle Engagement Cloud2
    Topic posted September 13, 2019 by Shivam BansalRed Ribbon: 250+ Points, tagged Channels, Configuration and Administration, Service Request Management 
    Title:
    SMS from Oracle Engagement Cloud
    Summary:
    How to send text messages to Service Request's Contacts
    Content:

    Has anyone implemented a solution to send SMS via OEC? How was it done? Do we need an external vendor for this?

    Version:
    19B, 19C
  • JustRhianna
    OEC Knowledge Authoring Rich Text Editor issue
    Topic posted November 15, 2019 by JustRhiannaSilver Crown: 22,500+ Points, tagged Setup and Configuration 
    Title:
    OEC Knowledge Authoring Rich Text Editor issue
    Summary:
    Getting error and odd behavior
    Content:

    In Authoring sometimes the Richtext editor is not loading at all. We get an error saying there was an issue loading. Have to refresh when that happens or log out and back in.

    Also I think this is something that isn't supposed to be allowed but in IE browser a user was able to copy paste an image into an Article. In chrome they could not. I told them I did not think that was OOB functionality. Thoughts?

     

     

  • Matias Buonavolonta
    Oracle Engagement Cloud Spaces
    Topic posted November 15, 2019 by Matias BuonavolontaBronze Medal: 1,250+ Points, tagged Channels, Configuration and Administration, Setup and Configuration 
    Title:
    Oracle Engagement Cloud Spaces
    Summary:
    I need information of development and configuration Spaces in Oracle Engagement Cloud
    Content:

    Hi All, 

    Someone know any information link over development or configuration of Spaces in Oracle Engagement Cloud?

    Spaces it allows generate portals of information for users.

    That option is accesed of Tools>>Spaces.

    Thanks in advance!

     

     

    Version:
    Oracle Engagement Cloud 19C
  • Orit Dekel
    Implementing Knowledge Management, but can't search for...3
    Topic posted October 31, 2019 by Orit Dekel 
    Title:
    Implementing Knowledge Management, but can't search for any of them
    Summary:
    Implementing Knowledge Management, created few articles but can’t search for them at "My Knowledge" no article comes out
    Content:

     

    Hello, I am trying to implement the "Knowledge Management" feature . I created some articles & publish them.

    for some reason I cannot find/ search for any of the articles at "My Knowledge" although I have the required roles for this: "Knowledge Search Service" as well as "Knowledge Search HCM" and all the  mangement roles: "Knowledge Manager"

    We get the following Error: "The knowledge application is not available at this time. Try again later or contact your help desk."

    For now, we are trying to implement the knowledge management only, without the “Service or “Helpdesk” modules.

    Thank you for your input..  

     

    Orit

    Version:
    HCM 19C
  • Shlomo Elnekave
    Service Request - Part Details2
    Topic posted October 10, 2019 by Shlomo ElnekaveBlue Ribbon: 750+ Points, tagged Service Request Management 
    Title:
    Service Request - Part Details
    Summary:
    The item list in the "Add Part" page is empty
    Content:

    Hi All,

    I am trying to add part number to the service request but the list is empty. i did the required setup of :

    Service Activity

    Billing Type

    Item Attributes

    Any clue ?

    Thank you

    Image:
    Document:
    Document:
    Document:
  • Mohana Gopal Selvam
    Customization in Service EntitlementsAnswered25.0
    Topic posted October 20, 2019 by Mohana Gopal SelvamSilver Crown: 22,500+ Points, tagged Service Request Management 
    Title:
    Customization in Service Entitlements
    Content:

    Hi,

    We have maintained the Account Type in Account level. Our requirement is based on the SR's account type, we have to set the different SLAs.

    Is it possible?

    How to add custom attribute in 'Compare to Attribute' in the dropdown list? (Contracts -> Manage Matrix Classes -> Name)  Refer screenshot

    Thanks,

    Mohan

     

     

     

    Image:
  • Sophie Harris
    Is it possible to create an HRHD SR based on HDL/Rest API...1
    Topic posted October 28, 2019 by Sophie HarrisBronze Medal: 1,250+ Points, tagged Service Request Management, Setup and Configuration 
    Title:
    Is it possible to create an HRHD SR based on HDL/Rest API from core HR?
    Summary:
    Is it possible to create an HRHD SR based on HDL/Rest API from core HR?
    Content:

    Hi all, 

    I am looking into creating an SR from information that sits in core HR and wondered if anyone know if this was possible? and if so, where i can find information on this? I am thinking it might be done using HDL or Rest API but wanted to reach out to this group to clarify. 

    Another option for us would be exporting the information out in a report, and sending it via the inbound email communication channel to create an SR however ideally we want specific values going into specific fields and not just the problem description. 

    Appreciate any advice. 

    Thanks

    Sophie

  • Mohana Gopal Selvam
    Propose SR resolution as KB2
    Topic posted October 31, 2019 by Mohana Gopal SelvamSilver Crown: 22,500+ Points, tagged Service Request Management 
    Title:
    Propose SR resolution as KB
    Content:

    Hi,

    Can we propose SR resolution as knowledge base  in OEC?

    Thanks,

    Mohan