System Admin and Configuration

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  • Bilal Maqsood
    "Send on Save" event Dialogue BoxAnswered55.0
    Topic posted November 5, 2018 by Bilal MaqsoodSilver Medal: 2,000+ Points 
    Title:
    "Send on Save" event Dialogue Box
    Summary:
    Display dialogue box if "Save" button is clicked without checking "Send n Save"
    Content:

    Hello,

    We have checkbox "Send on save" in communication tab that ensures to send email to recipient when clicking "Save" button. I want to display dialogue box if "Save" button is clicked without checking "Send n Save" . So that user gets message on screen while saving that email won't be send. Because most of the users forget to check "Send on Save" and saves incident assuming that email is sent.
    I couldn't find any rule specifying action on "Send on Save" checkbox. Kindly suggest some way to do so.

    Version:
    Oracle Service Cloud 18B
  • Sergio Andres Barreto Valderrama
    (Skip) - Delete Post Please1.0
    Topic posted May 30, 2019 by Sergio Andres Barreto ValderramaBronze Medal: 1,250+ Points 
    Title:
    (Skip) - Delete Post Please
    Summary:
    (Skip) - Delete Post Please
    Content:
    (Skip) - Delete Post Please
    
    Version:
    19A
  • Niomi Sutherland
    18A Upgrade - New Configuration Settings...2
    Topic posted May 17, 2018 by Niomi SutherlandRed Ribbon: 250+ Points 
    Title:
    18A Upgrade - New Configuration Settings DATABASE_USAGE_STATS_PURGE_DAYS &...
    Content:

    Hi Everyone,

    We are in the process of upgrading to 18A and there are some new configuration settings that we haven't been able to work out what impact they will have on our system.  I have searched all documentation available and logged a job with support and have been advised to try asking the Community.  I am hoping someone can help us out. 

    DATABASE_USAGE_STATS_PURGE_DAYS -

    *****Warning Warning Warning *****
    Configuring this setting to any number other than the default may cause data to be irretrievably deleted from the database. Review the setting description and documentation carefully prior to setting the value. Verify that your organisation will have no future need to report on the date range exceeding the intended threshold.
    *****Warning Warning Warning *****
    Specifies the number of days after which the Database Usage Stats data will be deleted. The minimum value for this setting is 31 and the maximum is 731. Default is 731.
     
    As this can't be set to 0 I am trying to work out what usage statistics we will lose from the system and what impact this will have on reporting.
     
    BROWSER_CONTROL_PI_ENABLED -
    Enables the Process Isolation feature in the .NET agent console. Default is disabled (No).
     
    Oracle Support pointed us to the following information which we reviewed but I am still unsure what the IE11 emulation mode for the Browser Control new feature does for us.
     
    Answer Title: Enabling Internet Explorer 11 emulation mode for the Browser Control
    Answer Link: https://cx.rightnow.com/app/answers/detail/a_id/8731
     
    Any advice/information would be greatly appreciated.
    Cheers Niomi
    Version:
    18A Service Cloud
  • Mathan Gurusamy
    Add a extra field like response time, resolution time,...4
    Topic posted December 8, 2017 by Mathan GurusamyRed Ribbon: 250+ Points 
    Title:
    Add a extra field like response time, resolution time, holiday in response requirements into SLA
    Content:

    Hi All,

    I am new to OSc. In SLA I need to add a extra field into Response Requirements.

    Kindle refer the attached screen shot for more information.

    Please do the needful.

     

    Thanks in advance.

     

    Image:
  • Sergio Andres Barreto Valderrama
    Add fields to message templates5
    Topic posted September 20, 2019 by Sergio Andres Barreto ValderramaBronze Medal: 1,250+ Points 
    Title:
    Add fields to message templates
    Summary:
    Message templates
    Content:

    Hello everyone!

    How to add the due_date of the milestone_instances object in the message templates

    The route I follow is as follows:

    Navigation> Site settings> Message templates> Contact emails> Request> Question repetition

    I appreciate your help!

    Version:
    19A
    Image:
  • Kyle Crew
    Add Secondary Contacts to Incident via Data Import WizardAnswered15.0
    Topic posted December 14, 2017 by Kyle CrewGreen Ribbon: 100+ Points 
    Title:
    Add Secondary Contacts to Incident via Data Import Wizard
    Content:

    Is there a way to use the data import wizard to add Contact IDs to Incidents as secondary contacts?  I know you can batch-upload to set the primary contact, but I need to update a very long list of Incidents with secondary contacts.

    If the data import wizard isn't an option, I'm assuming there has to be another way to automate the process of adding Contact IDs to Incidents as secondary contacts?

  • Pavol Procka
    Adding a custom attribute to Custom Menus1
    Topic posted October 21, 2019 by Pavol ProckaSilver Crown: 22,500+ Points 
    Title:
    Adding a custom attribute to Custom Menus
    Summary:
    Connect Incident Queues to Agent Groups
    Content:

    Hi,

    I was wondering whether it is possible to add a custom attribute to existing custom menus? I do not see any option in the Customisable Menus editor. We would like to connect our existing Incident Queues to our existing Agent Groups. Any suggestions?

     

    Many Thanks

    Pavol

    Version:
    18A
  • Paul Pellegrino
    Adding CC'd users as Contacts on an Incident...3
    Topic posted October 4, 2018 by Paul Pellegrino 
    Title:
    Adding CC'd users as Contacts on an Incident automatically
    Summary:
    Adding CC'd users as Contacts on an Incident automatically
    Content:

    Hello,

    We have some instances where a user will email our Help Desk and CC another user.

    Is there a way to have that CC'd user included as a (non-primary) Contact when the Incident is created?

    Thanks,

    Paul

    Version:
    18B
  • Brian L.
    Adding Holidays to SLAs?3
    Topic posted March 21, 2017 by Brian L.Bronze Trophy: 5,000+ Points 
    Title:
    Adding Holidays to SLAs?
    Content:

    We're running into issues adding Holidays to existing SLAs and then the SLA is not being picked up. I've reviewed this KB article ( https://cx.rightnow.com/app/answers/detail/a_id/2820/ ), but I can't seem to find any logical justification for assigning SLAs in this manner (at contact level).

    How do other users add calendar holidays to their SLAs without re-creating all of them?

    Version:
    February 2016
  • Mark Cordeiro
    Adding incident number to a message base11
    Topic posted March 19, 2014 by Mark Cordeiro 
    Title:
    Adding incident number to a message base
    Content:

     Greetings Everyone!

    I want to add the incident number to one of my custom message bases. I thought if I replicated the variable being used in other OOTB message bases I could get this done. Other strings use '%s' to render the incident number. However when I plugged in that variable it did not render. Any ideas as to what I need to do differently?

    This is my message:

    Thank you for contacting SomeCompany.com. Your incident number is: '%s'.<br><br>We value your opinion and welcome your feedback. One of our Customer Care associates will respond to you soon.

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