Deleted Incidents (3 Comments)

April 6, 2017, 11:36 pm

≫ Next: How to create email templates on custom objects (4 Comments)

≪ Previous: Use a variable in a business rule Email Incident Information action. (5 Comments)

Topic by Walid Sarkis

Content

Hello,

is there a way to see deleted incidents, like a file log or something?

Regards,

Version

August 2016

↧

How to create email templates on custom objects (4 Comments)

September 9, 2017, 11:52 am

≫ Next: Need validation on deployment method (2 Comments)

≪ Previous: Deleted Incidents (3 Comments)

Topic by Venkat Tanneru

Hi All,

We have a requirement to send email notifications for custom objects. Can you please let us know if there is any standard approach that is possible in service cloud?

Thanks in advance

↧

Need validation on deployment method (2 Comments)

September 27, 2017, 8:18 am

≫ Next: How to Open Multiple Workspace (3 Comments)

≪ Previous: How to create email templates on custom objects (4 Comments)

Topic by Matias Buonavolonta

Content

Hi,

We are defining the deployment strategy of the agent desktop implementation within our callcenter. The same has the following characteristics:
- Over 6,000 agents distributed throughout Latin America in different 9 Call Center locations.

- Access is divided into:
1) Access via Terminal Server and each workstation as contingency access.
2) Direct access to each workstation without access to Terminal Server.

- Agents rotate positions every day so the following happens:
1) Agents do not have a single workstation (workstations are shared).
2) Due to performance issues of workstations and computer security, it is not allowed to save information for more than one day for each user. This limitation also applies to Terminal Server users.
3) The user profile is deleted leaving only the user profile of the Default user. This rule also applies to Terminal Server users.
- Agent can only execute certain executable programs (.EXE) that are listed by the applied GPO. This limitation also applies to Terminal Server users.

Based on what is mentioned before, we started to analyze the download behavior of the ClickOnce client and its installation files (only the files of the path "%USERPROFILE%\AppData\Local\Apps") and wanted to validate the approach we came up with, that is a portable deployment strategy.

Attached Deployment Strategies.docx which contains:

1) A summary diagram of the strategy

2) Deployment Process Workstation related to CSR contingency access and access.

3) Deployment Process Terminal Server related to Terminal Server access.

This approach avoids:
1) Installation of the ClickOnce client on ALL workstations and for ALL users generating a N: N relationship between workstation and user.
2) Installation of the ClickOnce client on ALL the Terminal Server servers and for ALL users generating a N: N relationship between server and user.
3) Modifying the system registry for each installation.

We have done different tests with the Agent Despktop, where we simulated incoming calls, Chat Live, Question form, AddIns, among others. All of this tests where performed successfully.

We wanted to validate our approach and if there is any other side effects that can affect the non-registration of the program in the system.

Thanks, Regards.

Subject edited by Danette Beal for clarity

Version

Service Cloud August '17

File

Deployment Strategies.docx(610KB)

↧

How to Open Multiple Workspace (3 Comments)

September 25, 2017, 1:36 pm

≫ Next: Application Error Notifications (1 Comment)

≪ Previous: Need validation on deployment method (2 Comments)

Topic by Franco Echevarria

Content

Hi guys, I want to ask you how to add multiple workspaces from one Agent Browser Add-in.

I have opened a new incident when the chat is accepted and I want to open a custom workspace, I was using the function workspaceRecord.editWorkspaceRecord(workspaceType,objectID,function(workspaceRecord){});

this work good opening the workspace but this function close the new Incident (not saved yet) and open correctly the request workspace.

Any idea how to keep both opened?

Code Block

function openWorkspaceRecord(workspaceType,objectID){
                extensionProvider.registerWorkspaceExtension(function(workspaceRecord){
                    workspaceRecord.editWorkspaceRecord(workspaceType,objectID,function(workspaceRecord){});
                });            
            };

↧

Application Error Notifications (1 Comment)

September 18, 2017, 12:18 am

≫ Next: Escalation Level Unspecified is duplicated

≪ Previous: How to Open Multiple Workspace (3 Comments)

Topic by Jacek Szymanski

Hi all,

I am looking for a way to send e-mails to a specific e-mail address for a specific type of errors showing in the Notifications window. Please note that I am not talking about Staff Member notifications (e.g. for new cases) but about Application Error notifications which are accessible through Configuration -> Navigation Sets -> (pick a set) -> Components -> Common -> Notifications.

The business scenario behind is following: we have a number of mailboxes connected to our Exchange environment. We have discovered that every now and then there is an issue being reported as bad username or password (despite neither of them being changed on either side). When this happens, the connection to our Exchange environment is lost and we are getting no new cases this way. Our support organization are not working in the Agent Desktop so they would not see the toast/pop-up informing about this problem. Instead, they would like to get an e-mail informing about this issue appearing.

The Notifications window looks like a report but it does not contain the typical reporting options including the option to schedule that report. So I am looking for either of:

- finding a way to automate e-mail sending based on the Notifications window

- creating a custom report about Notifications (I have tried that but could not find tables containing these details).

Any advice is very welcome :-)

/Jacek

↧

Escalation Level Unspecified is duplicated

October 2, 2017, 2:54 am

≫ Next: Database Operation in .NET Add ins

≪ Previous: Application Error Notifications (1 Comment)

Topic by JJ

Hi,

I was adding a new escalation rule and set the new escalation level to Unspecified but this has created a duplicate escalation level.

Have I done something wrong? What should I have done?

Thanks,

↧

Database Operation in .NET Add ins

October 2, 2017, 8:46 am

≫ Next: CPM not updating child of incident custom object field (1 Comment)

≪ Previous: Escalation Level Unspecified is duplicated

Topic by shreesha

Content

Hello All,

I have recently started working with .Net Add-in. I have developed Global Ribbon add-in where i am trying to open the Contact workspace.

Scenario is From the Ribbon i am getting input as phone number and trying to open Contact workspace, but as i understood "EditWorkspaceRecord" in add in works only with id.

How to get Contact id from Contact Phone number in .add in.

if any reference or documentation links would be great help.

Thanks in Advance.

Regards

Code Block

val = 12345678 // Phone number

 if (String.IsNullOrWhiteSpace(val) || String.IsNullOrEmpty(val))
{
      MessageBox.Show("Enter Valid Phone number", "Invalid !!!");
}
else
{
      idForm.Close();

// Logic to get the Contact id from Phone number
                    
       _globalContext.AutomationContext.EditWorkspaceRecord(RightNow.AddIns.Common.WorkspaceRecordType.Contact, long.Parse(contact_id));
}

↧

CPM not updating child of incident custom object field (1 Comment)

October 3, 2017, 12:42 am

≫ Next: Unable to update the TASK object using PATCH Method

≪ Previous: Database Operation in .NET Add ins

Topic by Federico Palacios

Content

Hi guys,

I have the following CPM code, triggered by a business rule for an incident:

The test harness validate function tells me that the code is working and OrderCount after the run have added a 1, but when I run it properly and it is triggered by the business rule, the 1 is not added!

I did update the incident subject to double check, and it is correctly updated, but the $obj->CustomFields->CO->Patient->OrderCount

Does anyone knows what might be the issue here? I hope is one of this stupid things that I miss from time to time...

Version

Nov16 SP5

Code Block

<?
 /*
  * CPMObjectEventHandler: patient_order_count_update
  * Package:     RN
  * Objects:     Incident, Patient.Patient
  * Actions:      Create, Update
  * Version:     1.3
  * Purpose:     Updates Patient.Patient.OrderCount when linked to Incident.CO.Patient
  */

use \RightNow\Connect\v1_3 as RNCPHP;
use \RightNow\CPM\v1 as RNCPM;

class patient_order_count_update implements RNCPM\ObjectEventHandler {
    
  public static function apply($run_mode, $action, $obj, $n_cycles) {    
        if ($n_cycles !== 0) return;

        if($obj->CustomFields->CO->Patient){
            if($obj->CustomFields->CO->Patient->OrderCount){                                
                $obj->CustomFields->CO->Patient->OrderCount = $obj->CustomFields->CO->Patient->OrderCount + 1;
                $obj->Subject = "Testing CPM incident update count:".$obj->CustomFields->CO->Patient->OrderCount;
                $obj->save();
            }
            else{
                $obj->CustomFields->CO->Patient->OrderCount = 1;
                $obj->save();
            }
        }
    }
}
/*
 The Test Harness
 */
class patient_order_count_update_TestHarness implements RNCPM\ObjectEventHandler_TestHarness {
    static $pat_invented = NULL;
    public static function setup() {
        $inc = RNCPHP\Incident::fetch(1019);
        static::$pat_invented = $inc;
        return;
    }

    public static function fetchObject($action, $object_type) {
        echo "\nFetched count: ".static::$pat_invented->CustomFields->CO->Patient->OrderCount;        
        return (static::$pat_invented);
    }

    public static function validate($action, $object) {
        //return ($object->CO->Patient->ID);        
        echo "\nIncident: ".$object->ID;
        echo "\nPatient: ".$object->CustomFields->CO->Patient->ID;
        echo "\nUpdated count: ".$object->CustomFields->CO->Patient->OrderCount;        
        return ($object->CustomFields->CO->Patient->OrderCount);            
    }

    public static function cleanup() {
        return;
    }
}

↧

Unable to update the TASK object using PATCH Method

October 3, 2017, 4:34 am

≫ Next: Hyperlinks in signatures not displaying? (2 Comments)

≪ Previous: CPM not updating child of incident custom object field (1 Comment)

Topic by Keerthi Peesapati

Content

Hi All,

I am using REST API of OSvC to update the TASK Object Record, getting an SSL error.

Any Idea.

Regards,

shiva kumar

Version

V1.3

Image

↧

Hyperlinks in signatures not displaying? (2 Comments)

October 2, 2017, 10:59 am

≫ Next: Mobile Agent App for Android (3 Comments)

≪ Previous: Unable to update the TASK object using PATCH Method

Topic by SophO

Content

Hello,

We are wanting to include Agent Signatures with a personalised URL (for individual survey feedback). We have added this to their agent profile signature. We do not want to include the full link, as it doesn't look the best .

The above code did not work. It rendered fine whilst the agent responded in Right Now, however the end customer email displayed the text fine, but did not render the link.

Funnily enough, typing the full URL (without any code) worked fine.

Is there any configuration setting I've missed anywhere?

Version

Service Cloud

↧

Mobile Agent App for Android (3 Comments)

July 6, 2016, 3:13 pm

≫ Next: Browser UI - popupwindow throwing sameorigin error (2 Comments)

≪ Previous: Hyperlinks in signatures not displaying? (2 Comments)

Topic by JLFolkman

Is the Mobile Agent App for Oracle Service Cloud only available for iPad and iPhone or is it now available for Android?

We are looking at other ways for our analysts to be able to work cases if not at their workstations or when on call and want to understand the capabilities / limitations.

↧

Browser UI - popupwindow throwing sameorigin error (2 Comments)

October 4, 2017, 2:38 am

≫ Next: RightNow CTI Simulator (7 Comments)

≪ Previous: Mobile Agent App for Android (3 Comments)

Topic by Lydia C

Content

Hi,

I'm calling createPopupWindow function from IPopupWindowContext to display a popup with Google. The popup window is displayed but it doesn't display anything because it's throwing the following error "Refused to display 'https://www.google.com/' in a frame because it set 'X-Frame-Options' to 'sameorigin'." Is there any way to avoid this error from the browser UI?

Thanks.

Version

May 2017

↧

RightNow CTI Simulator (7 Comments)

April 19, 2017, 7:58 am

≫ Next: Task Status New Values (6 Comments)

≪ Previous: Browser UI - popupwindow throwing sameorigin error (2 Comments)

Topic by Tuğçen İlke Çolak

Hi,

We currently have a demo environment and would like to build & configure based on inbound/outbound telephony.

Is there any built-in functionality which would allow this?

Thank you so much

↧

Task Status New Values (6 Comments)

August 17, 2017, 2:51 am

≫ Next: Rightnow Application MSI

≪ Previous: RightNow CTI Simulator (7 Comments)

Topic by Keerthi Peesapati

As per the requirement, we need to add new values in Task Status field. But there is no option of Task Status field in Customizable menus. How can i add them?

Please help...!!!

↧

Rightnow Application MSI

October 4, 2017, 6:52 pm

≫ Next: Spell check Pop-Up (2 Comments)

≪ Previous: Task Status New Values (6 Comments)

Topic by Al vEZ

Content

Hello,

Is there a MSI or offline package that I can use to install the Rightnow application. I cannot install the Rightnow ClickOnce because downloading the executable from the internet is blocked.

Thank you

Version

Service Cloud

↧

Spell check Pop-Up (2 Comments)

September 11, 2017, 1:19 am

≫ Next: Country Look Up Name not showing in custom Object Menu fields (1 Comment)

≪ Previous: Rightnow Application MSI

Topic by Chris van Es

We have activate Spell check 'As you type' active on all workspaces. The last 3 months it takes about 10 seconds or more when click on the wrong word before the Popup screen occurs.

We see this issue only on the agent's .net version. On the BUI it is OK. When install a new stand alone PC without the company setup it is working also OK. On other application like Word it is also working OK without any problems.

As soon as we install this on the company setup it is for one or another reason slow, but only on the Oracle Service Cloud message tab. When the agent click many times (because the agent can not wait) it close down the hole application.

We using Nov. 2016 version. We also have an test version May 2017 where we see the same problem.

Has someone seen this issue before? Perhaps found a solution for it?

Best regards,
Chris van Es.

↧

Country Look Up Name not showing in custom Object Menu fields (1 Comment)

October 5, 2017, 12:41 am

≫ Next: Google Maps not working within Agent desktop (1 Comment)

≪ Previous: Spell check Pop-Up (2 Comments)

Topic by RK

Content

Hi All,

We want to have country look up in one of the custom object created. We have added a system attribute to Custom Object with Menu type and selected countries Menu.

When we use this field in Workspace it displays only Abbreviations not the complete Name. How can we change this view to country view.

Attached is the screenshot of Custom object design and the Workspace field.

Thanks,

Ridhima

Version

may 17

Image

File

country obj.png(53KB)

↧

Google Maps not working within Agent desktop (1 Comment)

October 5, 2017, 4:17 am

≫ Next: Unable to update the TASK object using PATCH Method (1 Comment)

≪ Previous: Country Look Up Name not showing in custom Object Menu fields (1 Comment)

Topic by Shilpa Suresh

Content

Hi,

I want to show google maps within a tab in contact work space. On updating the address fields, the respective location should be shown in maps within a tab. While trying to put google maps url within browser control i am getting the following error

"You seem to be using an unsupported browser" but i am getting it while trying directly in my IE, chrome etc

Can anyone please help me with this?

Thanks in Advance

Shilpa.