Get system date instead of OSC time (GMT) (1 Comment)
Topic by Vijayalakshmi ArunachalamHi,I need to get system date instead of OSC time (which is configured as GMT) in the custom scripts.date('Y-m-d H:i:s'); gives only GMT time. I need system current...
View ArticleSMTP mailbox configuration (2 Comments)
Topic by Marcelo PeraltaHi all, in order to complete a company internal document, I need the following information in how OSC connect to the mailboxes.Identify if "SMTP client submission over port 587"...
View ArticleStatus labels different from console and customer portal (1 Comment)
Topic by JelsiaoHi,Is there a way to create some kind of mapping and/or rename some status labels and have customers see it differently from what agents see?For example, here is what we're looking to...
View Articleassign incidents by priority (1 Comment)
Topic by LarssonDear Community,is there a possibility to set certain priority rules for the "assign" incidents function/button.The agent should have the ability by clicking the "assign" - button to...
View ArticleSet email id as default in BCC level -Incident response (1 Comment)
Topic by Muthulakshmi MuthaiahHello All,Can we set some mail id in BCC as default for every incident response. For example : Whenever the agents response to every incident, I need to set my company...
View ArticleDate Created System field on Incident (16 Comments)
Topic by Praveen WoodyContentHi, I am using the Date Created System field on Incident. When I create a new incident, this date created field does not populate until I save the incident.But my users...
View ArticleMailing Results Dashboard
Topic by NivenContentGreetingsAs I am viewing Mailing Results Dashboard, I noticed that the number of Sent, Opened, Clicked, and Unsubscribed are different from the numbers shown in the four columns in...
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Contact Invalid Email error while Selecting Send on Save option in Incident...
Topic by Praveen WoodyContentHi, I have a Custom Contact Email field on the contact workspace.Field's data type is 'text field' and the usage on the custom field is selected as 'Email Address'....
View ArticleSales Product List Price in Custom Object
Topic by Saurav PalHi,I have a requirement to display Sales Product List Price data in a Custom Object that I have created as 'Charges'. So, I have added a Menu field -> Product in this Custom...
View ArticleSLA Instance is not being set to an incident and created SLA not being...
Topic by Pramod Vasudeva MurthyContentHi ,I have an requirement to set an seperate SLA for each products .I have configured business rules like the following :If the product is 'abc' apply sla...
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How to set different rules for different Interfaces (1 Comment)
Topic by Juliana BrahimllariContentHello,In outreach I have a template of an email which I need to send to the new contact that has completed the form of registration. I trigger the email to be send in...
View Articlereport - show data of open incident (1 Comment)
Topic by LarssonHello community,I have set a incident milestones report in a tab of the incident workspace. When I open an incident I would like that this report shows only the information of the open...
View Articledefault Mailbox is used to send emails eventhough I am setting Another...
Topic by Derek TseContentHi Everyone,I am working on script to send Mailmessage to contact. Our requirement is send emails from different from address. For that purpose we created multiple mailboxes....
View ArticleGet system date instead of OSC time (GMT) (5 Comments)
Topic by Vijayalakshmi ArunachalamHi,I need to get system date instead of OSC time (which is configured as GMT) in the custom scripts.date('Y-m-d H:i:s'); gives only GMT time. I need system current...
View ArticleAgent Desktop & Customer portal for Bilingual
Topic by BTMSContentHello Experts,I'm a newbie so pls bear with my dump questionMy client have license for both English & Spanish language. How do I 1. Configure the Agent desktop (EN & ES)2....
View ArticleHow to export an entire long answer (1 Comment)
Topic by Scott HeidenreichContentHello,It appears that the export feature in analytics is truncating my answers at some pre-set length. Is there a configuration setting or message base setting or some...
View ArticleIs there a way to Attach Service Request to Another Service Request? (5...
Topic by Jepee CeloricoContentHi All,Is there a way to convert the whole service request as an attachment? Just like in Outlook where you can attach the whole email and then send it to the...
View Article.msg email attachments appending to the incident thread instead of attaching...
Topic by Robert CheschesHi, There is an issue with .msg attachments when received in OSvC interface and I think it is easily looked over by just posting an answer that this is the way things are and...
View ArticleAre Contacts and Organizations required for using the service module?
Topic by Praveen WoodyContentHi, Our business wants to make the contact and Organization as NOT required to log the incidents in RightNow AGent Console client. I want to make sure that by not entering...
View ArticleDocument for custom scripts in report (5 Comments)
Topic by Mukesh KalalContentHello Guys ,Please share any document or sample code which explain how to use custom PHP script inside the report in agent desktop. Version18A
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