System Admin and Configuration

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  • Frank Littlejohn
    Leave Email Subject BlankAnswered124.0
    Topic posted June 19, 2019 by Frank LittlejohnSilver Medal: 2,000+ Points 
    Title:
    Leave Email Subject Blank
    Summary:
    Is there a setting to leave the email subject blank?
    Content:

    When we receive email without a subject, the subject is populated with the first few words of the body of the email. Is there a way to configure it to be left blank or set a default value?

    Version:
    17D
  • Shaina Spitzer Yakont
    Making emails personal6
    Topic posted June 20, 2019 by Shaina Spitzer YakontRed Ribbon: 250+ Points 
    Title:
    Making emails personal
    Summary:
    Would like to make our agents email personal and not generic
    Content:

    Hi, 

    Today our customers receive and send emails to a generic email address of customer support. We would like to add a more personal touch and have agents with certain skills to have a personal email address for the customer to contact us with for example Sandra@custserv.com, Alexa@custserv.com. We would like these emails to obviously come to the same mailbox for the agents point of view. 

    Is this something that anyone here has done? Or know how to do?

    Thanks, 

  • Srinath Kannan
    Change URL of Instance53.0
    Topic posted March 8, 2019 by Srinath Kannan 
    Title:
    Change URL of Instance
    Summary:
    How do we change the URL ?
    Content:

    Hi all,

     

    A customer has created a new Service Cloud Production Instance and would like to change the URL of the production Instance.

    Please advise the process to be followed for the same

    Thanks and Regards

    SK

     

    Version:
    19 A
  • Sergio Andres Barreto Valderrama
    Filter of search to see all the incidentsAnswered4
    Topic posted June 26, 2019 by Sergio Andres Barreto ValderramaBlue Ribbon: 750+ Points 
    Title:
    Filter of search to see all the incidents
    Summary:
    Incidents
    Content:

    Hi all!

    I need to look for all incidents created, but I have search restriction because I can only search for the incidents that are my own and / or my team's

    How can I create a filter of search to see all the incidents?

    Image:
  • Romark George Armor Palaganas
    Transfer interface to another interface54.0
    Topic posted June 25, 2019 by Romark George Armor PalaganasRed Ribbon: 250+ Points 
    Title:
    Transfer interface to another interface
    Summary:
    Cloning an interface going to another existing interface
    Content:

    Hi,

    We have a client who decided not to renew the services they're getting from us but the problem is our company has already paid the license for the whole year. Currently, we have 2 interfaces wherein interface1 is from the client that is going out but the license is already paid and interface2 is from the client that's going to expire its license.

     

    Now we're thinking not to renew interface2's license and just use interface1's since it's already paid. The consequences here is that we need to move everything from interface2 going to interface1.

     

    Is there going to be a problem doing that idea? Both interfaces uses the console app, End user page, chat capability, and mailboxes.

    Also, is there a way to export the whole interface and just import it to an existing interface?

     

    Thank you,

    Rome

    Version:
    19A
  • Marissa Gonzales
    Ignore 1 of 2 Attachments when Techmail creates incident4
    Topic posted June 19, 2019 by Marissa GonzalesBlue Ribbon: 750+ Points 
    Title:
    Ignore 1 of 2 Attachments when Techmail creates incident
    Summary:
    Ignore 1 of 2 Attachments when Techmail creates incident
    Content:

    Scenario:

    Incident is received and contains two attachments.  One attachment is valid and the other is junk.

    Question:
    Is there anyway to remove the junk attachment apon creation of incident and leaving the valid attachment?

  • Marissa Gonzales
    Auto Forward vs Auto Direct Emails to Oracle to create...3
    Topic posted June 19, 2019 by Marissa GonzalesBlue Ribbon: 750+ Points 
    Title:
    Auto Forward vs Auto Direct Emails to Oracle to create incident
    Summary:
    Auto Forward vs Auto Direct Emails to Oracle to create inciden
    Content:

    We have two email accounts that require an oracle incident be created.

    Maibox 1 (Apple@apple.com) is set up to auto forward email messaged from users to Oracle and Oracle receives the incident from the user sender vs the Apple@apple.com mailbox and creates the incident under that users name.

    Mailbox 2 (oranges@apple.com) we manually forward emails to oracle.  Oracle receives the incident from the mailbox oranges@apple.com, not the original sender and creates the incident under oranges@apple.com contact.

    We would like Maiblox 2 to auto forward, but I am trying to find the answer or article that describes the difference between auto forward and auto direct emails so that I can get mailbox 2 set up correctly.

    thanks in advance.

  • Marissa Gonzales
    Oracle Rejecting Emails but Still creating IncidentAnswered10
    Topic posted June 17, 2019 by Marissa GonzalesBlue Ribbon: 750+ Points 
    Title:
    Oracle Rejecting Emails but Still creating Incident
    Summary:
    Oracle Rejecting Emails but Still creating Incident
    Content:

    We have incident rules in place to reject techmail if they have a certain contact, subject or thread...this is to avoid spam incidents being created.

    To monitor these rejected incidents, we use the "send rejected messages to" option.

    We are seeing techmails sent to this inbox, but the incident is still being created.  I do not see anyti8ng in the email itself that would cause it to generate a forward of the incident to the rejected mailbox.. 

    Has anyone ever seen this in the past and have a solution to correct?

  • Scott Heidenreich
    Trigger Task Status change upon Incident SubmitAnswered17
    Topic posted June 12, 2019 by Scott HeidenreichGold Medal: 3,500+ Points 
    Title:
    Trigger Task Status change upon Incident Submit
    Summary:
    How do I change the status of a task, once an incident is submitted?
    Content:

    Hello,

    I have created a relationship between the task table (parent) and incident table (child)  This allows OPA to assign an existing task as a parent to the incident.  This is necessary because OPA won't map out to the task table and the incident table at the same time.

    The task is created by a customer contact, and I use the task ID as the object ID in the Contact Checkpoint table.  When the contact creates the task, it is set to "in progress" because it denotes an OPA interview that has been started but not submitted yet.  After the interview is submitted and creates the incident with the Task ID populated, thereby linking the incident to the task, I need to set the status of the task to "Completed", however, I don't see a way to trigger the business rules to do this.

    How do I get OSvC to set a task to "Completed" when the incident is submitted?

    Thank you,

    Scott

    Version:
    18D
  • Tuğçen İlke Çolak
    out off office agents incidents11
    Topic posted June 5, 2019 by Tuğçen İlke ÇolakRed Ribbon: 250+ Points 
    Title:
    out off office agents incidents
    Content:

    Hello,

    I need to find a way to solve the issue below:

    We are using queue feature of rightnow for the incidents. Our all queues are Round Robin Login. It works well.

    But when the agents log out from the system while they have unresolved incidents, to be able to catch the SLA, the client wants to assign these incidents to the queue again. And then the queue will assign the incidents to the login agents. So my purpose is to check the agents who is not online to the system in last one hour and assign their incidents to the related queue again. Do you have any idea to handle this need?

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