System Admin and Configuration

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  • Jim Reynolds
    Transitioning from Custom Fields to Custom Attributes on the...2
    Topic posted October 11, 2019 by Jim ReynoldsRed Ribbon: 250+ Points 
    Title:
    Transitioning from Custom Fields to Custom Attributes on the Default Objects
    Summary:
    Fields added to the standard objects via the object designer do not appear in business rules.
    Content:

    We are looking at transitioning away from custom fields to custom objects. Overall custom objects are great and we have used them for several applications already. Custom objects can have their own business rules applied to their fields as well via the BUI rule editor which is very nice.

    We appear to have found a gap in the functionality related to adding fields to the standard objects via the object designer and business rules though.

    When fields are added directly to the standard (contact, incident, answer etc.) objects via the object designer they can not be used in business rules. This is an issue for us as we have several custom fields on the standard objects that trigger lots of business rules. If we move these fields from custom fields to attributes on the standard object using the object designer we can no longer use them in business rules. 

    Are we missing something or is it true that fields added to the standard objects via the object designer cannot be used in business rules like custom fields can? Are there any plans in the future to expand custom object functionality to allow fields added to the standard objects to be utilised by business rules?

    Version:
    18D
  • Kim Dante
    Data Lifecycle Management removing older contactsAnswered1
    Topic posted October 8, 2019 by Kim DanteGold Medal: 3,500+ Points 
    Title:
    Data Lifecycle Management removing older contacts
    Content:

    I'd like to remove all contacts created before a certain date that do not have any incident history.  Can I do this with Data Lifecycle Management?  I've read the documentation, KB articles, etc, but can't figure it out.  I'm stuck on select a filter template. The list is empty for contacts and I'm not sure where to create these.

  • Robert Chesches
    Audit log on Custom Fields values2
    Topic posted October 2, 2019 by Robert CheschesGreen Ribbon: 100+ Points 
    Title:
    Audit log on Custom Fields values
    Summary:
    Provide an audit log for Custom Fields value changes
    Content:

    Hi,

    In the standard workspace I've added a new Tab and inserted some Custom Fields from Incidents table. These fields are Menu Type and can be updated by the end user.

    We need to have an audit log on who changed what and when. There is an audit log on default fields, but that does not include Custom Fields.

    Is there a way to do this?

    Thank you,

    Robert

  • Daniel Chalker
    Restricting logins to a specific country6
    Topic posted September 30, 2019 by Daniel ChalkerBlue Ribbon: 750+ Points 
    Title:
    Restricting logins to a specific country
    Summary:
    Restricting logins to a specific country
    Content:

    For a number of years we've used the SEC_VALID_ADMIN_HOSTS setting to restrict logins to on-site staff.

    With BUI starting to become used more and more in our organisation, we're looking to loosen this restriction a little bit so that anyone with an Australian IP can access the login page. 

    Does anyone know if there's a way to restrict logins to a particular country/region using this setting or a combination of other settings? 

    Thanks in advance for any help!

    Daniel

    Version:
    19A
  • hansen li
    Resource availability Calendar - showing not available - but...
    Topic posted September 24, 2019 by hansen liGreen Ribbon: 100+ Points 
    Title:
    Resource availability Calendar - showing not available - but is a working day
    Summary:
    how to config to remove the 'Red Day' from the calendar
    Content:

    Hello,

    Need help to find out where I can do the config to make the 25th available to take Work Orders (or make it from Red to Green)

    Thanks

    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:
  • Scott Heidenreich
    Aggregation relationships to multiple parents
    Topic posted September 18, 2019 by Scott HeidenreichBronze Trophy: 5,000+ Points 
    Title:
    Aggregation relationships to multiple parents
    Summary:
    Is it possible to have more than one parent with aggregation relatiionships to the same child?
    Content:

    Hello,

    A technique often recommended in the community for setting up many to many relationships is to create a cross reference custom object.  When this occurs, say between the contacts object and the organizations object, when a contact is deleted, its relationships to the organizations should also be deleted.  And when an organization is deleted, its relationships to contacts should be deleted.  It is my understanding that for this to happen automatically, both relationships to the cross reference table would need to be an aggregation relationship.  Is this acceptable?  And will it work as I described?

    Thanks,

    Scott

    Version:
    19B
  • David Radtke
    Emails sent from OSCAnswered25.0
    Topic posted September 4, 2019 by David RadtkeBlue Ribbon: 750+ Points 
    Title:
    Emails sent from OSC
    Summary:
    Emails coming from OSC with different email address.
    Content:

    Before I took over the system, the previous administrator set up a few email boxes in OSC.   And we have certain email addresses being forwarded into them.

    For example, an employee can email ABC@mycompany.com.    That gets forwarded to the OSC emailbox ABC@custhelp.com and an OSC incident is created.   When an agent replies to this incident, the employee gets an email from ABC@mycompany.com

    However, I have replicated this process with a few new emailboxes that I set up, but the reply doesn't work the same.

    So now we have XYZ@mycompany.com which gets forwarded to XYZ@custhelp.com.   But when an agent replies, the employee is getting an email from XYZ@custhelp.com.

     

    What am I missing here?   Is there something more I can set up in OSC to change the email address?

    Or is that something in my company Outlook system?

     

    -Dave

  • Sristy Arya
    ROQL Error : Poor performing query - too many rows examinedAnswered10
    Topic posted August 29, 2019 by Sristy AryaBronze Trophy: 5,000+ Points 
    Title:
    ROQL Error : Poor performing query - too many rows examined
    Summary:
    ROQL Error : Poor performing query - too many rows examined
    Content:

    Hi All,

     

    I am executing an ROQL for find incidents having specific Product id.

    Query : 

    Select Incident.ID from Incident where Incident.Queue IN (49,50,51,52,53,189) and Incident.CustomFields.c.product_id=" . $product_id

    Where the Product ids I have are 2.

    After running I am encountering an error : Poor performing query - too many rows examined

    Can anyone help in this issue.

     

    Thanks 

    Sristy 

    Version:
    19B
  • JLFolkman
    Multi-Edit / Delete more than 250 records at a time3
    Topic posted August 28, 2019 by JLFolkman Gold Trophy: 10,000+ Points 
    Title:
    Multi-Edit / Delete more than 250 records at a time
    Summary:
    Need ability to multi-edit / delete more than 250 records at a time
    Content:

    We have an integration that created over 200K records in a custom objects and need to remove everything. Is there any other way besides the multi-edit of 250 records at a time?

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