System Admin and Configuration

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  • 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 HeidenreichBronze Trophy: 5,000+ 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?

  • kate James
    Standard textsAnswered13
    Topic posted June 6, 2019 by kate JamesRed Ribbon: 250+ Points 
    Title:
    Standard texts
    Summary:
    Standard texts and Conditional Statements
    Content:

    Hi, 

    I have a new requirement to display the customer's preferred name if it is not empty, but if Null the first name should be displayed

    I am wondering if there is a way to check the preferred name in standard text?

    Currently we use a variable to get user name from the object

    Hi $contacts.name.first,

    What I want

    Hi if($contacts.c$preferredname is NULL)

    I think it might not be doable in Standard text but templates

    Kind regards,

    Kathy

    Version:
    19A
  • Sergio Andres Barreto Valderrama
    Identify Duplicate ContactsAnswered2
    Topic posted May 30, 2019 by Sergio Andres Barreto ValderramaBlue Ribbon: 750+ Points 
    Title:
    Identify Duplicate Contacts
    Summary:
    Duplicate Contacts
    Content:

    Hello community!

    How can I from a report identify contacts that have the same document number but different registration ID?

    I need to identify duplicate contacts that have associated issues to move them to the correct contact.

    If anyone has any idea how to do it, I would appreciate it very much.

    I was thinking with some condition for the document number as an attachment in the "OSC" image

    Version:
    19A
    Image:
  • Janusz Jasinski
    Can we export all business rules?25.0
    Topic posted May 28, 2019 by Janusz JasinskiBronze Crown: 15,000+ Points 
    Title:
    Can we export all business rules?
    Content:

    Hi,

    Is it possible to export all business rules? This is an area of much annoyance, mostly because the loss of focus from what we work on when saving or activating.

    I want to do an audit on all business rules we have on the system - what the conditions are and what the results are. Is this possible without manually doing each one?

    Thanks,

    JJ

  • Vikash Patel
    How Can we add private Note through Data import wizard or...Answered7
    Topic posted May 31, 2019 by Vikash PatelGreen Ribbon: 100+ Points 
    Title:
    How Can we add private Note through Data import wizard or Template
    Summary:
    How Can we add private Note through Data import wizard or Template
    Content:

    Team,

    I have bulk (existing) incidents where I need to add some text under "private note" thread section through data import wizard or template. is it possible to achieve through standard functionality. Kindly Assist.?

     

    Regards,

    Vikash

    Image:
  • Sergio Andres Barreto Valderrama
    (Skip) - Delete Post Please1.0
    Topic last edited May 30, 2019 by Sergio Andres Barreto ValderramaBlue Ribbon: 750+ Points 
    Title:
    (Skip) - Delete Post Please
    Summary:
    (Skip) - Delete Post Please
    Content:
    (Skip) - Delete Post Please
    
    Version:
    19A
  • Vivian Tedford
    Custom Object field limit of 255 char - any workaround?1
    Topic posted May 23, 2019 by Vivian TedfordRed Ribbon: 250+ Points 
    Title:
    Custom Object field limit of 255 char - any workaround?
    Summary:
    Custom object due to multiple rows needed - data longer than 255 char
    Content:

    Use Case: I have built a Custom Notes Object related to an Organization - when I import data into this object it can create multiple rows of data based on the date and type of note but all related to a single Org. It works fine. But I can't figure out any way to get more that 255 char into the notes field and frequently the data I need to display will be longer than 255.

    The way I understand Custom Fields (which can be 4000 chars for a text area field) I could not do one of those to meet this need on the Org record because if I tried to load multiple rows of data to it, it would overwrite each time. It would not have a date field to understand the different note is being loaded. 

    Has anyone found a workaround to storing data in a Custom Object when the data is longer than 255 char?  Other than manually breaking up the data into multiple notes before it's uploaded, I don't see how it's possible. But one of you geniuses may have figured it out already.

    Version:
    18A
  • David Radtke
    Custom Objects Deploying5
    Topic posted May 23, 2019 by David RadtkeBlue Ribbon: 750+ Points 
    Title:
    Custom Objects Deploying
    Summary:
    System thinks i'm deploying a custom object
    Content:

    I wanted to add a custom field to my database.  I've not done this before, so I thought it might be best to play around with my test environment first.

    I went in to "Custom Fields" and tried to add one.   It wont let me save.  I just get an error that says "Custom Objects are being deployed.  Please wait until it is over".     I'm not trying to deploy any custom objects.

    If I click on "Object Designer", i just see a window that says "Deploying".     But I don't think it is doing anything.

     

    Am I missing something?  Is there a way for me to cancel this deployment it thinks I'm doing?

    -Dave

     

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