General Technical Discussions for Service

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  • Sristy Arya

    Hi Gil,


    You can reopen the rules to overcome this pop up.




  • Anthony Smith

    Hi Gil

    If the filters in your reports are using the same table/column and all of them are set as "display in docked filters" they will appear as a single filter on your dashboard

    The important bit here is that the filter is set to the same table/column in all reports, if it's set to different columns in different tables (e.g. you can filter by interface across multiple tables) - from my experience these filters will not be combined.

    e.g. here is a test I performed on 2 random reports where both were filtered across an answers.map_cat_prod column and the dashboard filter filtered across them both 

    I hope this helps.

    P.S. please keep in mind this is NOT an official Oracle support channe (as per the screenshot below). Most people here are users such as yourselves and have no obligation to answer questions. Spamming question marks after posting a question during the weekend will not speed up the answers. 

    For immediate support you may want to engage your OSC reseller or talk to your Oracle success manager to engage Oracle Priority Support.

  • Gil Balbus


  • Gil Balbus

    What is that do?
    Is it reset all menu? And Customize me u I build?

  • Robert Surujbhan

    Try the Rebuild Local Data Cache option (located under the Options > Personal Settings menu) and see if that helps.

  • Gil Balbus

    1. There is no IF TOOLBAR

    2. when I'm entering each one this is error message Im getting

    see image


  • Robert Surujbhan

    Gil, you first have to place the Rules Editor into editing mode using the Edit button in the ribbon.


  • Gil Balbus

    How to edit the If section

    I cant add if condition as I want, a custom rule 

    Got only this:

    please see IMAGES


  • Robert Surujbhan

    Hi Gil.  In your Incident Rules, have you set up the "Initial State"?  This Rule would go there.  You can simply add a new Rule where the IF conditions are based on Incident Source (to ensure it is an email) and Contact Email (to check for the specific sender address). For the THEN actions, you would use Set Field > Product and Set Field > Category from the "Add Action" menu.

    Be sure to have a Rule at the end of the rule chain that Transitions out of the Initial State, or you can Transition directly as one of the THEN actions within the specific Rule.

    Let us know if you need any help with this.  Check the documentation if you need more info: and also

  • Robert Surujbhan

    Hi Jim, Yes you can do that in ROQL queries.  You just have to specify the type you want in the WHERE clause.  Here are some examples.

    To get Primary Email only:

    SELECT ID, Emails.Address FROM Contact WHERE ID=123 AND Emails.AddressType.ID=0;

    If you are unfamiliar: in the above ^ query, AddressType.ID of zero/0 means 'Email - Primary' by default on English interfaces, which means you can also do this:

    SELECT ID, Emails.Address FROM Contact WHERE ID=123 AND Emails.AddressType.LookupName = 'Email - Primary';

    ...but since the default label 'Email - Primary' can be edited and changed by Message Bases, it's always recommended to query by ID in ROQL statements like this to avoid issues later on!

    To get Mobile Number only:

    SELECT Phones.RawNumber FROM Contact WHERE ID=123 AND Phones.PhoneType.ID=1;
    SELECT Phones.Number FROM Contact WHERE ID=123 AND Phones.PhoneType.LookupName='Mobile Phone';

    As a reminder, use 'RawNumber' to get the unformatted value (just numbers) and 'Number' to get the free-form formatted value which could include non-numeric characters like dashes.

    Also, with the PhoneType IDs, 0=Office, 1=Mobile, 2=Fax, 3=Assistant, and 4=Home... for reference!

    And now both:

    SELECT Emails.Address, Phones.Number FROM Contact WHERE ID=123 AND Emails.AddressType.ID=0 AND Phones.PhoneType.ID=1;

    Hope this helps.

  • Ajay Yadav

    Thanks Sebastiaan and Laurie for the information, i will keep reading about this topic.

    thanks again :)

  • Laurie Buxton

    I agree with Sebastiaan.  CCPA has many similar characteristics and requirements to GDPR.

    As the provider of the Service Cloud, Oracle is the processor.  An organization that purchases Service Cloud (OSvC) for fulfilling a business need is the controller of the data they collect during the use of Service Cloud.  The Data Processing Agreement entered into by a company and Oracle describes obligations and expectations.  This can be found here:

    If an organization (controller) determines that it qualifies to abide by CCPA / GDPR / or another data privacy regulation, help is available from Oracle.  The organization can find methods for solving their particular business need by examining Privacy & Security Feature Guidance documents for the Oracle Services they have purchased.  Visit My Oracle Support Doc ID 114.2 to find these documents. (

    Service Cloud also has a Data Privacy FAQ that may provide additional insight.  This is found in the Support Knowledge Center as Answer ID 9433. (

  • Sebastiaan Draaisma

    I have not used this log myself but I have used the table used for the Rule Log (rule_log) to create my own report that is exportable.
    It may be that the data you are having in your screenshot is available for analytics so you can create your own report to replicate the log view and which you are then able to schedule or export like any other report. Have a look at the table called papi_meters to see if it contains the data you need or if you require a different table. An alternative may be through a custom log.

    EDIT: Also have a look at report/dashboard id 13090 (PAPI Log)

  • Justin Anderson

    Hi Leena,

    From the screenshot, it appears that your question is related to Service Cloud, so I moved your post the appropriate forum for that.

  • Sebastiaan Draaisma

    Sounds similar to GDPR.
    If a customer wants to have it's data removed then you should only comply when there is no longer a need to keep a record. There can be other laws that prevent you from deleting certain details. Think of accounting, insurance claims, archiving laws for public sector etc..

    There are different ways to deal with this. If data is no longer required it could be anonymized (think of thread masking and changing contact to a dummy contact), this would allow you to keep your statistics or by deleting the record. You also need to be aware that Oracle creates a backup for you so the data in the backup also needs to be removed. As this is not possible you could consult Oracle to make changes for your instance in data retaining settings for your backup (keeping a backup for a shorter time before creating a new one).