Enabling SSO (Active Directory) with Agent Desktop (1 Comment)
Topic by Joan Gazel Hi, One of our customer wants to bypass the login form by connecting RightNow CX (the agent desktop) to his Active Directory.Is it possible ? It doesn't seem so, out of the box.But,...
View ArticlePreventing report deletion
Topic by Dando83All, I'd like to minimise the risk that one of our administrator (ie. ME) accidentally deletes any of our management information reports. In the Profile Analytics - Edit settings I...
View ArticleSetting default Application for Navigation Sets
Topic by lbriggsWe have a Navigation Set that has the following Applications, Home, Tickets and quick search. We would like to have the Home to be the default and always open up first. Instead of...
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Multiple agents logging in through one user account/login (1 Comment)
Topic by Steven HunterHi all,Is there a way to do this? For example, we currently have our individual agents logging in with one username/password, but would there be a way for multiple people to login...
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Change the size of the tab set in a workspace (2 Comments)
Topic by The_LAN_GuruContentI have been asked to add some new fields to our agent workspace, and I'm out of room. I've done every search I can think of in the Knowledge Base, Documentation and Forums...
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Task Workflow (1 Comment)
Topic by Bhagwan Singh MerContent Hi,We are using 12.5 version.My requirement is to autopopulate 2 or 3 tasks whenever an incident is created by an agent from consoleUsing a workflow template I was...
View ArticleWorkspace Rule URL Browser change not working
Topic by BTHello,I have a simple workspace rule to move a custom field into a browser address. I want the address to change every time the custom field changes. From my testing it appears to only...
View ArticleWorkspace Rule Using SLA Instance Total
Topic by JLFolkmanI need to be able create a workspace rule to pop-up a message that customer does not have any incidents available. This is based...
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Workflow Q (1 Comment)
Topic by Bhagwan Singh MerContentHi, I created a workflow (refer attached image file) that creates 2 tasks based on a field change.In this case, I used status field.So when status changed to say...
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Change Answer Report in Guided Assistance (1 Comment)
Topic by The JoanContentHow do I change the answer report used in Guided Assistance where it displays the associated answers? I want to remove the "Answer" and "Action" column, and I want to add an...
View ArticleWorkflow Examples (4 Comments)
Topic by bobhavensI am looking to build a workflow for new technicians. I want to start by asking the customer their contact info. If the person exists, then move on to gathering essential incident...
View ArticleLock Tickets by Functional Group or Individual (4 Comments)
Topic by cam grayHi,Does anyone have any experience in locking a ticket's view by a criteria such as group, ticket owner, or priority? In other words, a ticket is viewable by all users until it's...
View ArticlePreventing report deletion (1 Comment)
Topic by Dando83All, I'd like to minimise the risk that one of our administrator (ie. ME) accidentally deletes any of our management information reports. In the Profile Analytics - Edit settings I...
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Workspace Rule Crashes RightNow (3 Comments)
Topic by BTContentHello,I am trying to create a incident workspace rule that will automatically save an incident to help prevent loss of work for our agents. I have two agents that RN crashes for them...
View ArticleDate Field Format (1 Comment)
Topic by ALWe have a custom date field on our agent workspace. How do I format it to display as e.g. 01-Aug-95 rather than the current display as 08/01/1995? We're on Feb/12 . The only spot I see...
View ArticleFilter a report in an agent script (2 Comments)
Topic by fgeorginaI am creating and Agent Script that will guide the agent through a set of steps to create an incident, but in certain portions of it I need them to be able to see a reports like,...
View ArticleTasks annoyances (5 Comments)
Topic by LarryC1. We use Tasks as a support escalation process and to assign work out to engineers. Therefore, we'd like to enforce a requirement where Tasks that are created MUST be tied to an...
View ArticleFun with Desktop Workflow: The Cold Call Scenario (2 Comments)
Topic by revpatWe've recently started playing with Desktop Workflow as part of a larger project. In the process we have put together "Before and After" videos of some of our scenarios and have decided...
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Can someone correct this Workflow?
Topic by TRJContentVersion: Feb13Iam trying to develop a workflow where during new opty create, a quote object should get created and when user edits the quote discount field to >10, Iam setting the...
View ArticleLog out problem (1 Comment)
Topic by Candy YuI know in order to log out of CX and not count towards your Concurrent/Connected User count, a user must completely log out of CX and not minimize CX to the task bar, which means you...
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