System Admin and Configuration

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  • Eric S
    Track Changes to Menu Fields and Custom Fields1
    Topic posted 12:43 PM by Eric SSilver Medal: 2,000+ Points 
    Title:
    Track Changes to Menu Fields and Custom Fields
    Summary:
    Track changes to Menu fields and Custom Fields
    Content:

    We have a process set up that exports Incident and Contact data to our data warehouse for archiving and reporting. A number of the fields that are exported include Menu Fields and Custom Fields that have lookup lists. Some of the Menu Fields include Incident Queues, Chat Queues, Channel ID, Rule State and Status.

    We are looking for a way to be able to identify if new items are added to the Menu fields or Custom Menu Fields so that we are able to maintain the correct values for the lookup values in our data warehouse. 

    Is there a report that we can create to track changes to those fields and/or tables so that we can run a regular audit and ensure that these fields are updated correctly? 

    Version:
    18D
  • Scott Heidenreich
    Custom objects or fields for attachments5
    Topic posted November 6, 2019 by Scott HeidenreichBronze Trophy: 5,000+ Points 
    Title:
    Custom objects or fields for attachments
    Summary:
    How can I provide agents with the ability to mark selected attachments?
    Content:

    Hello,

    We periodically need to export attachments from OSvC to our eDocument management system. Our agents that manage the attachments in OSvC need to be able to select only certain attachments from each incident for downloading, since there may be attachments that are not needed in the eDocument system.  I didn't see a way to create a custom field on the Attachment table, nor did I see a way to set up a relationship between a custom object and attachments.  So, how do I go about allowing agents to identify attachments without making them use the display name or description fields (I'm already using those for a different purpose)?

    Thanks,

    Scott

    Version:
    19B
  • Pavol Procka
    Adding a custom attribute to Custom Menus1
    Topic last edited 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
  • Adam Birkholz
    Bulk Extracting Contacts, Incidents, and Threads by Created...Answered2
    Topic last edited October 23, 2019 by Adam Birkholz 
    Title:
    Bulk Extracting Contacts, Incidents, and Threads by Created Date for local archive
    Summary:
    Has anyone extracted contact, incident, and thread records in bulk for local archiving?
    Content:

    I am looking to do a bulk extract of all Incidents (plus Threads) and Contacts by creation date to decrease storage of those objects within Oracle Service Cloud. It is desired to locally store this archived data.

    The following REST APIs cover this from a service standpoint:
    Retrieve collection of incidents, Retrieve an instance of Incident, Retrieve collection of contacts, and Retrieve an instance of Contact.

    However, the REST APIs will take days to execute to just extract a single year of data.  I have been looking into the Bulk Extract API (https://docs.oracle.com/en/cloud/saas/service/19a/cxsvc/c_osvc_bulk_extract.html) and wonder if that can be used for the Incident|Thread and Contact extraction.
     

    Thanks.

    Version:
    Service Cloud 19B
  • Kim Dante
    Reducing Database Storage8
    Topic posted October 14, 2019 by Kim DanteGold Medal: 3,500+ Points 
    Title:
    Reducing Database Storage
    Content:

    Does Oracle ever charge for exceeding your database storage?  I am establishing some best practices for purging old data and was curious if anyone has been charged or told they need to purchase more storage.

    Is there a way to automatically delete attachments from older incidents?

    Is there a way to automatically delete old contact records that have no incident history?

     

  • Nancy Franchino
    Reassign an incident based on time in an unresolved statusAnswered3
    Topic posted October 23, 2019 by Nancy FranchinoGreen Ribbon: 100+ Points 
    Title:
    Reassign an incident based on time in an unresolved status
    Summary:
    Reassign an incident based on time in an unresolved status
    Content:

    Hello,

    Does anyone know how we could set up the following process of when an incident is assigned to an agent but the incident has been in an unresolved status for over an hour it automatically updates the assigned account to no value so that it can be pulled into another agent's inbox when they hit fill inbox?

  • Vivian Tedford
    Can you narrow down the list of available profiles in the...Answered2
    Topic posted October 21, 2019 by Vivian TedfordRed Ribbon: 250+ Points 
    Title:
    Can you narrow down the list of available profiles in the account details drop down?
    Summary:
    Users from different groups should only see profiles in the account details screen that apply to their group
    Content:

    Is there any way to narrow down the options presented to certain users when they try to create a new user?  We would like the Profile and the Group list on the Account Details screen to only show up based on the brand of the user creating the new user.  But we aren't using different interfaces for brand.  We would need to use the Profile of the creator to determine which profiles they were able to assign to other people.  So for someone who had an *** Manager profile, they should only see *** Manager and *** Agent in their Profile list, and not YYY Agent / Manager or ZZZ Agent / Manager in that list.  I'm just not aware of any hierarchy we could used to make this work.

    If anyone has solved this problem, could you let me know how you did it?

    Thanks!

  • Kim Dante
    Deleting email headers5
    Topic posted October 11, 2019 by Kim DanteGold Medal: 3,500+ Points 
    Title:
    Deleting email headers
    Content:

    I have purge_delete_stalemail set to 365.  Yet I still see email headers attached to 3yr old incidents.  Am I missing something?  I'm trying to reduce storage.

  • Jim Reynolds
    Transitioning from Custom Fields to Custom Attributes on the...2
    Topic last edited 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.

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