System Admin and Configuration

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  • Colby Ross

    Ah, yes, that is one of the features not available in OSvC. I believe this is for security reasons. 

  • Scott Heidenreich

    I want to use Business rules to take an attachment that already exists for an incident and automatically attach it with a business rule email. For example, when an applicant uses OPA to submit an application - it creates an incident in our system and the business rules email out a response to the applicant to let them know we received the application - I want to be able to automatically attach the application file that was submitted through OPA to that email response sent by the business rules.

  • Colby Ross

    Scott, what do you mean by this, " the ability to send an attachment via email, when responding, for example, to a new incident being created that includes an attachment that was created when the incident was created." A agent is able to select and send which attachments they want to in a response to back to the contact. 

    Have you seen this part of the documentation: https://documentation.custhelp.com/euf/assets/devdocs/cloud19c/olh/Service/topicrefs/t_Attach_files_to_an_incident_response_aa1302929.html

  • Scott Heidenreich

    Thank you for your suggestion. I thought about a solution similar to this, but it just rubs me the wrong way, because it is essentially re-engineering and replacing the native attachment function of OSvC, when Oracle should really allow proper management of attachments by offering the ability to tag them with additional fields and doing bulk downloads from reports. I'll have to give it some thought - I  might need to go this route if Oracle won't improve OSvC to allow for our own custom fields for the attachments object.

    Another thing that I keep getting requests for is being able to download multiple attachments at the same time, and the ability to send an attachment via email, when responding, for example, to a new incident being created that includes an attachment that was created when the incident was created.

  • Colby Ross

    It is not possible to add additional fields to the attachments object.

    Do the agents who add attachments to incidents know which ones will need to be exported and which ones won't need exported?

    If so, you could create a CBO with the File Attachments attribute selected and create whatever fields you wanted to describe or set for the attachment/s. You could make it a child to the incident so it is a one incident to many object relationship. Then each time an agent wants to add an attachment to an incident, they just create a new object record, select the custom object values you created and add the attachment to the object instead of the incident. Then you could report on objects to incidents and filter on the CBO values for the attachment.

    If your agents are well trained, you might be able to get away with them attaching the attachments in groups to each CBO record. So you could train them to create two object records on each incident - one for attachments that need exported and one for attachments that don't need exported. This would be a little more efficient because it would allow the agent to add multiple attachments at once but would generalize attachments more as opposed to the first solution which would require fields be selected for each attachment. 

  • Kenton Banyai

    I'm not sure what you mean by this, are you trying to sort your menus by the queues for example, here is our incident queue and these menus are related to it, or add queues as options to pick in the menus?

  • Adam Birkholz

    We were able to leverage the Bulk Extract feature to obtain the desired data sets.  Figuring out the operators for the call were key.  The below examples show how we did this by Created Time.

     
    === To see available filter operators: ===
     
    GET https://mysite.com/services/rest/connect/v1.4/namedIDs/bulkExtracts/filters/filterOperator
    OSvC-CREST-Application-Context: archive
     
     
     
     
    === To schedule a bulk extract with date filters: ===
     
    POST https://mysite.com/services/rest/connect/v1.4/bulkExtracts 
    Content-Type: application/json
    OSvC-CREST-Application-Context: archive
     
    {
    "class": "Incident",
    "name": "ExtractExample",
    "state": {
    "lookupName":"Run"
    },
    "filters": [
    {
    "leftOperand": "CreatedTime",
    "filterOperator": {
    "lookupName": ">="
    },
    "rightOperand": "'2017-01-01T00:00:00Z'"
    },
    {
    "leftOperand": "CreatedTime",
    "filterOperator": {
    "lookupName": "<"
    },
    "rightOperand": "'2018-01-01T00:00:00Z'"
    }
    ],
    "version": "v1.4"
    }
     
     
     
    === To see a list of available bulk extract results: ===
     
    GET https://mysite.com/services/rest/connect/v1.4/bulkExtractResults
    OSvC-CREST-Application-Context: archive
     
     
     
    === To get metadata for an individual bulk extract result: ===
     
    GET https://mysite.com/services/rest/connect/v1.4/bulkExtractResults/1
    OSvC-CREST-Application-Context: archive
     
     
     
     
    === To download a compressed bulk extract file: ===
     
    GET https://mysite.com/services/rest/connect/v1.4/bulkExtractResults/1/exportedData?download
    OSvC-CREST-Application-Context: archive
     
     
    === Curl command to download a compressed bulk extract file: ===
     
    curl -XGET -u username:password -H 'OSvC-CREST-Application-Context: archive' 'https://mysite.com/services/rest/connect/v1.4/bulkExtractResults/1/exportedData?download' --output archive.tgz
  • Tushar Gupta

    You can do this by using SOAP API in the .net Addin

  • Edson Junior

    #1 make sure you are using the administrator

    #2 make sure the profile you want to use has the 'Bulk Delete' permission flagged.

    #3 Go to navigation settings and find Commun > Data Lifecycle Policies and add to the nav set.

    #4 Go to BUI and make sure you can see it.

    #5 Define the policies for Archive and/or Purge;

    #6 Wait for the agendatabase utility to run and start to read the policies.

    #7 Done.

    Hope this helps.

     

  • Kim Dante

    Try looking at this FAQ https://cx.rightnow.com/app/answers/detail/a_id/10539.

     

    You have to add something to your profile as well as add the DLM to your navigation pane.

  • Mike

    Yeah that is where I was looking ? 

     

     

  • Kim Dante

    It is only in the BUI.

  • Mike

    Interesting, I don't see DLM listed under Site Configuration like it says in KB 10013. Does it require additional entitlements ? 

  • Sebastiaan Draaisma

    Glad I could help! :-)

  • Nancy Franchino

    But of course Sebastiaan! Completely forgot about using escalations. Thank you!