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  • Gary Fisher
    Help with a set of business rules to automatically close...2
    Topic posted June 29, 2010 by Gary FisherSilver Medal: 2,000+ Points 
    Help with a set of business rules to automatically close incidents that have been Waiting with no...


    I'm trying to come up with a set of rules that will notify customers with incidents in "Waiting" status that the incident will automatically be closed unless they update it.

    After looking through the Best Practices for Business Rules I came up with a set of rules that will automatically send emails after 9 days, 5 days and 1 day before the incident is closed, and a final email when the incident is closed.

    My concern is that we have about 11 years of old incidents, many still in Waiting status.  My fear is that everyone who has an incident in waiting status will start getting emails if I enable these rules.

    I've attached screen shots of the action and chain rules in the Escalation Function, plus the Waiting - 9 Day chain and action rules.

    Please let me know if my concerns are valid.  I'd rather look stupid here than have to start explaing to boatloads of customers why they started getting spammed by us.


    BTW, I used the slides from as my model for this rule set. 

  • Gary Fisher
    Script errors in the business rule editor1
    Topic posted June 28, 2010 by Gary FisherSilver Medal: 2,000+ Points 
    Script errors in the business rule editor

    I'm trying to set up some business rules that will automatically send emails to customers when an incident has been "Waiting".

    I can't even get past the first step because I can't set an "Incident.Created" condition. Nothing can be typed in the date/time field, and I get a script error when I try to save the rule. See the attached screen shot.

    Just for grins, I changed the default browser on my XP SP3 PC from Firefox to IE and then exited and restarted RightNow. Still having the same problem. Any ideas?

    BTW, I tried to find a "Business Rules" topic in the forums without success.  If this is the wrong place to post this, please feel free to tell me where to go...



  • JLFolkman
    Pop-up message based on Product selected6
    Topic posted May 11, 2010 by JLFolkman Gold Trophy: 10,000+ Points 
    Pop-up message based on Product selected

    Is it possible to create a pop-up that includes a url. The pop-up would be based on the product that is selected on the incident.

    Example: When the product equals Product1 / Sub-product1 then pop-up a message with

  • Nik T
    report to list values in message base1
    Topic posted February 2, 2010 by Nik TBronze Medal: 1,250+ Points 
    report to list values in message base

    Is there a report to output all the message base values? I know about the button within the settings tab but I am looking for a report that I can run and auto-ouput within the analytics module. The intent here is to create a report of the message base prior to an upgrade to compare against it after the upgrade to see if the custom message base values were carried over. We just found out that our upgrade has replaced our custom values in certain message bases while others were not changed.

  • Amanda Jo
    Character limit in message bases.Answered12
    Topic posted September 22, 2009 by Amanda JoSilver Medal: 2,000+ Points 
    Character limit in message bases.

    Hello there, I'm attempting to edit a message base, but I'm over my character limit (150) for that message base (by alot) but need to include the additional characters.  Is there a way around this or a way to edit the size limit for message bases?


    Please help! 

  • Amanda Jo
    Carriage returns in Message Bases?Answered6
    Topic posted September 22, 2009 by Amanda JoSilver Medal: 2,000+ Points 
    Carriage returns in Message Bases?

    Hello there.  I am attempting to edit a message base and insert carriage returns in order to make the text more organized and "pretty," can anyone tell me if or how it's possible to create a carriage return within a message base?


    Thank you!! 

  • ericwc
    email subject line message base2
    Topic posted August 27, 2009 by ericwc Red Ribbon: 250+ Points 
    email subject line message base

    Is there a message base for the email subject line for the "Messages" - "end-user Email" -  "question receipt"? Or some other way to edit the subject line of that email?




  • Kyle Snay
    Message base suggestions for agent-initiated incidentsAnswered6
    Topic posted August 12, 2009 by Kyle SnayGold Crown: 30,000+ Points 
    Message base suggestions for agent-initiated incidents

    Does anyone here have agents that create new incidents where they initiate the discussion instead of the incident being created by the contact? If so, how do you phrase your REQ_ASSISTANCE message base to reflect this? By default the message base will say "Recently you requested personal assistance from our on-line support center..." but this isn't the case if the agent initiates the discussion. When the contact receives the email they're confused because they never did request assistance.


    Trying to get some ideas that cater to incidents initiated by the customer and those by the agent. 


    Thanks in advance.

  • btr
    Difficulty moving fields in workspace designer1
    Topic posted May 15, 2009 by btr Blue Ribbon: 750+ Points 
    Difficulty moving fields in workspace designer



    In the Feb'09 Workspace Designer, the label of a field is now editable simply by clicking the text portion of the label.  However, has anyone else noticed that this makes it difficult to move fields around if the field is in a table with small/narrow cells? 


    In order to format a workspace properly, I often insert multiple columns into a table and adjust the column-width of various components accordingly in order to get the look I want.  But if a field is moved, its size reverts back to occupying a single cell and this often leaves only the label showing.  When this happens I can no longer move the field because every time I click on it, the Workspace Designer tries to edit the label instead of just selecting the field so I can move it.


    Has anyone found a workaround for this?  Is it fixed in a service pack?


    -- Brad

  • Kyle Snay
    Quirky Message Bases in Feb 0912
    Topic posted May 7, 2009 by Kyle SnayGold Crown: 30,000+ Points 
    Quirky Message Bases in Feb 09

    Recently completed our first upgrade to Feb 09 (from Nov 07) and noticing some weird message base behavior appearing. Hoping someone has a solution to this. Haven't had any luck finding this in the release notes (but let me know if I've missed it):


    1. For some reason there's now a new message base 'ANSWERS_AVAILABLE_LBL' that displays a header row on the Answers page:


      Not difficult to remove, simply clear out the content in the message base. But when you do this then a new message base called  ANS_GRPS_LBL appears.


      It still displays the number of answers but then in parentheses it repeats this information. No idea what an "answer group" is compared to an answer (and how or why the customer is supposed to know this) but even if you edit the message base to get rid of "Groups" I can't find a way to get rid of the redundant parenthetical information. All I want this to do is display the number of answers available like it used to in a pre-Feb 09 classic page set.
    2. For some reason I can't understand why someone decided to have the HOW_WELL_DID_THIS_ANS_DO_LBL message base on answer feedback to be repeated on the answer page. Here's how it looks on a Nov 07 site:


      On a Feb 09 site it shows up as:


      If you clear the contents of the message base then all you're left with on the answer page are the ratings. Seriously, what's the rationale for the redundancy? confused.gif

    Any help on this would be great. Still begs the question though on the thought processes for why these changes were made to the message base behavior.




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