For partners that build or integrate commercially available applications and service solutions with the Oracle Cloud Platform
For partners that provide implementation or managed services around Oracle Cloud Applications
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,
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
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?
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
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?
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.
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?
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
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?
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
S | M | T | W | T | F | S |
---|---|---|---|---|---|---|
1 | 2 | 3 | 4 | 5 | 6 | 7 |
8 | 9 | 10 | 11 | 12 | 13 | 14 |
15 | 16 | 17 | 18 | 19 | 20 | 21 |
22 | 23 | 24 | 25 | 26 | 27 | 28 |
29 | 30 | 31 |