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  • Amanda Jo
    Carriage returns in Message Bases?Answered6
    Topic last edited October 29, 2011 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!! 

  • dnielsen
    Data Import Issues - XML and Special Characters15.0
    Topic last edited October 29, 2011 by dnielsen  
    Data Import Issues - XML and Special Characters

    My company has recently upgraded to version May2011.  I had a bunch of incident custom field records that I exported and wanted to import them back into some custom object fields, to reduce the amount fields required from 100 to 20.  The first odd issue I ran into was when I tried importing the data was XML related.  On the final screen of the Data Import Wizard I would get an error message.  I believe it was tied to all of the custom object changes I had been making.  After doing some research and not really finding anything on the issue I restarted my console, because reseting the local settings and data cache also gave an xml error.  This cleared up that issue.

    The second issue I had in importing the data was that most of the records were shifted. For example, custom object record (COR) 1 is associated with incident record 1 and COR 2 is associated with incident record 2, but after I imported the data COR 1 was associated with incident record 2 and COR 2 was associated with incident record 3.  The very first couple records I imported were correct which made me believe that the issue might be special character related so I investigated by halving the data and comparing the newly imported data to the old data in the incident.  Eventually I found out that whenever # (number or pound sign) was the first character in the first column of the data import it shifted the imported records off by one.  This explained why my first records imported correctly and my final records were off by about 7. I went through the 7 records and removed the # and the records imported correctly.  I wanted to make sure that having the # as the first character in a text field was not the problem and that it was actually tied to having the first character of the first column being imported being a # so I search for a # in my other text field I was importing and found that the # being the first character in this field did not shift the remaining records.

    My recommendation to those of you importing data is to not use a text field as the first field in the import and if you get XML errors restart your console.  Hopefully this helps saves someone else some time.

  • OVGurl
    Using business rules to auto-populate contact info. into...7
    Topic last edited October 29, 2011 by OVGurl Blue Ribbon: 750+ Points 
    Using business rules to auto-populate contact info. into incident ticket

    When a consumer is on our website and submits a ticket through "Ask A Question" and they include name and address info.(contact profile workspace), I would like to set-up a business rule to have that contact information automatically populated in custom fields that I designed in a custom tab on the incident ticket workspace.  Would it be through contact rules or incident rules?  What action would allow auto-populating info. from the contact to incident workspace?

    Any insight would be greatly appreciated!




  • btr
    Difficulty moving fields in workspace designer1
    Topic last edited October 29, 2011 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 last edited October 29, 2011 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.



  • Amanda Jo
    Character limit in message bases.Answered12
    Topic last edited October 29, 2011 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! 

  • Mike Wilken
    Trapping Incidents of the same Status with Business RulesAnswered1
    Topic last edited October 29, 2011 by Mike WilkenGreen Ribbon: 100+ Points 
    Trapping Incidents of the same Status with Business Rules

    Hello all,

    I am a little stuck with some business rule logic that I am doing, and hopefully someone else may have a solution to this problem.

    I am tracking service levels of my Support Incidents based on Status. As a simplistic ecample, if the status of an incident is set to WAITING, then a business rule detects that and sets up an Escalation Rule to wait a pre-defined period of time before an escalation should occur. Likewise when an incident is set to UNRESOLVED, a rule will detect that and setup an appropriate Escalation Rule for the UNRESOLVED service levels. All service levels are measured relative to NOW (i.e when the status change occurred).

    During the course of an incident's life-cycle it is very common that an incident can have multiple status changes during a day, perhaps from WAITING to UNRESOLVED, back to WAITING and then UNRESOLVED again.  So in this example, each status change trips a business rule and DBSTATUS will have 4 scheduled events waiting to fire when the prescribed time expires (lets assume all times were set to expire tomorrow so therefore none would fire before the status changes haves occurred).

    My problem is that I do not want any of the scheduled DBSTATUS events to fire, except for the last one. The CURRENT status of the incident is the relevent one as far as Service Levels are concerned, and certainly needs to fire if we do not otherwise update the incident. However what can happen is that the incident can easily be put in the same status (at some point in the future) as to when an Escalation Rule was setup for it at a point in the past, where this Escalation Rule is not the 'current' one.  This means the Escalation Rule will fire, and my action rule logic will see that and execute its THEN conditions. I do not want this to happen.

    REVALIDATE doesn't help me, because the conditions are in fact identical as to when the Escalation Rule first was setup, so it will pass this check.

    CLEAR ESCALATION only seems to null out the current Escalation State, while leaving any scheduled DBSTATUS events on the queue to fire.

    I haven't been able to use any other trickery like custom fields etc as extra IF conditions to prevent any former rules from firing, because I cannot differentiate between a previous version of a rule that is queued vs the 'current' rule.

    Does anyone else measure service levels in a similar way, and have solved this issue?

    Open to any ideas or suggestions

    regards, Mike


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