System Admin and Configuration

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  • hansen li
    Resource availability Calendar - showing not available - but...
    Topic posted September 24, 2019 by hansen li 
    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:
  • 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
  • Pavol Procka
    Create a follow-up Email Incident from Chats and CallsAnswered5
    Topic posted August 9, 2019 by Pavol ProckaSilver Crown: 22,500+ Points 
    Title:
    Create a follow-up Email Incident from Chats and Calls
    Summary:
    Create a follow-up Email Incident from Chats and Calls
    Content:

    Hi,

    I am looking for a way to create a follow up email incident from a chat or call. Basically, when a chat or call comes in, the agent fills out the customer identification and some more fields (category, brand...). I would like a functionality where when a follow up contact is required the agent can with a press of a button on the call/chat workspace have a new Email Incident opened, that would inherit all or at least some of the fields from the chat/call incident. We want to keep the chat/call as a closed incident and create an email that can be held in a Holding Q and later, once issue was resolved be sent as an answer to the customer.

    Any ideas how to achieve this?

     

    Many Thanks

    Pavol

    Version:
    18D
  • Scott Heidenreich
    Moving Tables3
    Topic posted December 19, 2018 by Scott HeidenreichBronze Trophy: 5,000+ Points 
    Title:
    Moving Tables
    Summary:
    How do I move a table from one package to another?
    Content:

    Hello!  We have been growing our custom objects significantly and in some unexpected ways as we are learning how to better leverage OSvC.  I'm at a critical point in the growth of our environment, where I can make some changes to now custom objects are organized.  Reorganizing would make it easier for our admins, developers, and analytics users to find what they are looking for without having to refer to documentation.

    Is it possible to move a table from one package to another?  I'd rather not have to create the new package, manually recreate the tables in the new package, then delete the tables from the old package.

    Thanks,

    Scott

    Version:
    19C
  • Scott Heidenreich
    Setting operating hoursAnswered1
    Topic posted August 6, 2019 by Scott HeidenreichBronze Trophy: 5,000+ Points 
    Title:
    Setting operating hours
    Summary:
    How do I register my agency's operating hours in OSvC?
    Content:

    Hello,

    I found that I can register the hours chat is available in the interface configuration. And business hours in the SLA configuration.  Are those the only two places I need to register operating hours in OSvC to get the conditional chat widgets to work and other items that rely on operational hours?

    Thanks,

    Scott

    Version:
    18D
  • Janusz Jasinski
    FATTACH_MAX_SIZE and Max Attachment Size isn't workingAnswered45.0
    Topic last edited August 5, 2019 by Janusz JasinskiBronze Crown: 15,000+ Points 
    Title:
    FATTACH_MAX_SIZE and Max Attachment Size isn't working
    Content:

    Hi,

    The value we have for FATTACH_MAX_SIZE is 41943040. The value we have for Mailboxes > Max Attachment Size is 31457280

    However even with this, when sending a file, we get the error:

    This message wasn't delivered to anyone because it's too large. The limit is 25 MB. 

    Any idea why our limits are not being enforced?

    Thanks,

    JJ

  • Kevin Smith
    Question re: 19C Enhancement - Mobile App Prompts for User...14.0
    Topic posted July 25, 2019 by Kevin SmithGreen Ribbon: 100+ Points 
    Title:
    Question re: 19C Enhancement - Mobile App Prompts for User Feedback
    Summary:
    Additional questions on the new enhancement for Mobile App Prompts for User Feedback
    Content:

    We reviewed the new enhancements that were coming with 19C & noticed that one of the enhancements for Mobile appears to be something that we will get automatically, however, I have a few questions regarding this enhancement….

    Details on enhancement can be found below along w/ 2 questions that we have re: this enhancement.

     

    Mobile App Prompts for User Feedback

                                   
     

    When you use the CX Mobile app, you'll start seeing a prompt after finishing a save action. The prompt asks you for your feedback on the app. You can give feedback in the form of a "Like" scale star rating. The feedback range is from 1-5, with 1 indicating a low score and 5 for a high score.

     
                                           
     

    Tapping on Rate saves the rating and never shows the prompt again.

                           
                                           
     

    You can dismiss the prompt using the Not Now button. Clicking Not Now causes the prompt to appear again after a few days have passed. 

             
                                           
     

    Steps to Enable

                                     
       

    No steps are required to enable this feature.

                             

    Questions for you….

    • I know this will be enabled automatically but is there any way that this can this be disabled?
    • Where does the feedback go once completed by the User?

    Please advise…Thanks!

    Version:
    19B
  • kerry walker
    Changing the Format of User NamesAnswered3
    Topic posted July 23, 2019 by kerry walkerBronze Trophy: 5,000+ Points 
    Title:
    Changing the Format of User Names
    Summary:
    Changing the Format of User Names
    Content:

    Hello!

    We have been in discussions with our customers and admins about changing the format of our user names from "user_name" to "user.name@email.com."  Has anyone experienced this?  I think it will be a positive change for the users but I want to make sure that we won't be negatively affecting anything else.  Thanks in advance!

    -Kerry

     

    Version:
    19A

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