General Technical Discussions for Service

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  • 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).

  • Anthony Smith

    No problem!

  • Maruvada Manoj

    Hello Anthony

    Good day!  Thanks a ton for your help! 

    - Is this knowledge foundation or advanced? Foundation

    - When saying "file attachment of answer you have a picture" - do you mean it's set as an answer attachment, or is it an imbedded image in the answer? Embedded image in answer

    I got the point. Really this helps a lot. Thanks once again !!

  • Anthony Smith

    A few questions to clarify:

    - Is this knowledge foundation or advanced?

    - When saying "file attachment of answer you have a picture" - do you mean it's set as an answer attachment, or is it an imbedded image in the answer?

    -------------------------

    If this is for knowledge foundation:

    • If you are talking about an attachment link that appears at the top or bottom of answers:
      • the file attachment link is located in detail.php
      • Look for 
        <div id="rn_FileAttach">
                <rn:widget path="output/DataDisplay" name="Answer.FileAttachments" label="#rn:msg:ATTACHMENTS_LBL#"/>
            </div>
      • You can either hardcode the alignment in detail.php (not best practice)
      • OR edit the rn_FileAttach definition in y our css file:
        • #rn_FileAttach {
              padding-bottom:1em;
              align:right;
          }
    • If you mean an embedded image in an answer, if you're using the .NET editor - there is a built in alignment option which allows you to align the image, or you can add style="float: right;" to the IMG tag so it looks like this: <img alt="" src="url.jpg" style="float: right;" />
  • Sebastiaan Draaisma

    The test has to be successful before you can even deploy your CPM. Your CPM will only be available after it has been deployed.
    Only after deployment will your CPM be visible in BR

  • Darrell Moore

    Does the testing have to be successful in order for it to show in the list of Event Handlers when adding to a rule?

  • Maruvada Manoj

    Hello Edson,

    Thanks a lot for help! This was the info i was looking for. Thanks

    Regards

     

  • Edson Junior

    Maruvada,

    You have some options to export data from OSvC. All of them are using OSvC API such as:

    1. You can use Bulk Extract to export massive incidents and related tables. See more here.
    2. You can build a report with the information you need and pull them to another place. See more here.
    3. You can do it per object by querying the APIs.

    You mentioned import in your question, but I'm not sure if you meant import in OSvC or an external tool. To import data into OSvC you can use Data Import Wizard or the APIs as well.

    I hope this helps.

    Edson

  • Massimo D'Angelo

    Hi, below my list and references.

    How to run webservice: ERP Object Descriptive Flexfield Update Service (ErpObjectDFFUpdateService) if using duplicate transaction numbers for more than one transaction. (Doc ID 2193597.1)
    EntityName = Receivables Invoice
    ContextValue = Transactions = Context name of the descriptive flexfield (DFF).
    Choose name = Transactions
    Key A: Transaction Number
    Key B: Transaction Source
    Key C: Reference Data Set Name
    Key D: Customer Transaction ID
    KEY E: Null

    Sample Payload to Update DFF at Receivables Invoice Line Level (Doc ID 2513530.1)
    EntityName = Receivables Invoice Lines
    ContextValue = Invoice Lines
    User Key A Line Number *
    User Key B Transaction Number **
    User Key C Batch Source Name **
    User Key D Set Name **
    User Key E Customer Transaction Id (Required only if Key B,C,D can not fetch unique record)
    User Key F Customer Transaction Line Id (Required only if Key B,C,D can not fetch unique record)
    User Key G Null
    User Key H Null
    * Mandatory
    ** Required if there can be duplicate Line Numbers

    Error while trying to Update AP Invoices, Lines And Distributions DFF Using ErpObjectDFFUpdateService Webservice (Doc ID 2546651.1)

    For invoice header DFFs, customer needs to use the entity name as ‘Payables Invoice’ instead of ‘Standard Payable Invoices’ and below is the suggested mapping:
    • Invoice Number in User Key A
    • Business Unit Name in User Key B
    • Supplier Name in User Key C
    • Supplier Number in User Key D
    • Supplier Site Name in User Key E
    • Invoice Identifier in User Key F

    For Payables Invoice Lines, customer needs to use the entity name as 'Payables Invoice Lines' and here is the suggested mapping:
    • Line Number in User Key A
    • Invoice Number in User Key B
    • Business Unit Name in User Key C
    • Supplier Name in User Key D
    • Supplier Number in User Key E
    • Supplier Site Name in User Key F
    • Invoice Identifier in User Key G

    Regards

    Massimo

     

  • Sebastiaan Draaisma

    Yeah, just send it to Provisioning
    https://cx.rightnow.com/app/mysupport/ask/group/provisioning

    You can add the url to this topic in your SR.

  • Erlin Garcia

     

    Hello !

    Thank you so much Sebastiaan.

    I will do what you tell me then an SR.

    Regards.

  • Sebastiaan Draaisma

    Hi Garcia.

    No, there is no such configuration setting available... at least not a setting available for us.
    You could create an SR to see if the techmail utility has a hidden setting that Oracle could change for you but I doubt that this is available.
     

  • Sebastiaan Draaisma

    You could create 1 report per manager/business unit. See attached example.
    This would show all incidents that are escalated within the last hour.

    It's a better way as you don't want to spam people with messages for every escalation in the system (may be many when working with many incidents). A report is therefore better as it just gives a summary. The alert makes sure the report is only sent when there are in fact escalations within the last hour.

  • Lakshay Bhalla

    Hi Sebastiaan,

    The rule is fired only once even if the Incident is updated somehow. And the Due Date field which we are using is a custom Field whose value is set using the category type based on the SLA Custom object. So the Incidents of Category type 'IT-abc' are having due date set to incident. created + 1 Min.

    Ex: Incident created Id=2323 date created = 01/10/2019 11:00 AM then due date(custom field) = 01/10/2019 11:01 AM.

    And can you please elaborate how can i use Scheduled report to alert the managers of the assigned person?

    Thanks for reply..