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Answer versioning
Topic by Mark KehoeContentHi,I presented a workflow example at the recent Higher Education User Group conference on the Gold Coast here in Australia. It incorporated answer versioning which may be of...
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Unable to connect from Oracle Tap to Rightnow instance
Topic by nijee eapenContentHII am trying to connect to connect to Oracle Rightnow (Aug 2014 release) instance from Oracle Tap (on iPhone4).I am able to login through Oracle Tap to the RightNow...
View ArticleRemove Child Categories (3 Comments)
Topic by Ryan SchofieldFor our service categories we have up to 3 levels of categories for incidents. In most cases the customer can see at least 2 levels. Sometimes we have a 3rd level that is only...
View ArticleOpen Workspace in New Tab from Workflow (1 Comment)
Topic by Mark RichardsonMy workspace sets up things that can be referred to within the workflow so i cant move out of my workflow but what i want to do is to open some of the workspaces in new tabs...
View ArticleRegister Now! Let Oracle Service Cloud Desktop Workflow Work for You Webinar...
Topic by Stephanie KalevaOracle Service Cloud Ask the Experts WebinarRegister Now! Let Oracle Service Cloud Desktop Workflow Work for You Wed., Nov. 19 @ 11 a.m. EST and 11:30 p.m. ESTLooking to...
View ArticleAdding Options menu to Custom Tabs (2 Comments)
Topic by Melissa RileyIs there a way to add the "Options" menu to top of a custom tab? It appears in the Attachments and Contacts tabs on the Incident workspace and has options like Zoom. I've poked...
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Agent Desktop -To change the standard Menu label name (9 Comments)
Topic by Mohana Gopal SelvamContentHi All,I want to change the standard object Menu label name for the contact .For eg : Phone number is the field available in the contact.In the field we can able to...
View ArticlePreview Option for the mail in the workspace (5 Comments)
Topic by Mohana Gopal SelvamHi All,We have created marketing mail and configure that mail in the business rule whenever a custom field/standard have one default value in the standard/custom object...
View ArticleReports display data in incorrect time zone (2 Comments)
Topic by Jody BroylesIs it possible to change the system time or report displays so that the time is in Eastern?ThanksJB
View ArticleDeleting the group -Profile (2 Comments)
Topic by Mohana Gopal SelvamHi All,How to delete the unwanted group in the agent desktop. Thanks,M.Muthulakshmi
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Restrict the Profiles visibility while assign the incident in My Inbox (1...
Topic by Mohana Gopal SelvamContentHi All,In My Inbox,I am assigning the incidents to agents who are belongs to my profile.When I am trying to do this,I can see all the profiles in assign-Incident pop...
View ArticleRound Robin (1 Comment)
Topic by Mohana Gopal SelvamHi All,How the round robin functionality is working at the incident.Kindly give me some information . Thanks,M.Muthulakshmi
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error loading settings from interface (4 Comments)
Topic by Luis MeloContentHas anyone experience this error when trying to launch the Dynamic Agent Desktop from the RightNow icon?error loading settings from interface... and also the login window comes...
View ArticleBusiness rule to assign an incident to queue (1 Comment)
Topic by chidambaram CTHow to create a business rule to assign a non-resolved Incident to the queue(queue name x) after the customer has responded. (To elaborate, customer has raised an incident, and...
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Query : Offer Advisor (1 Comment)
Topic by TRJIam reading about offer advisor capability and have questions around same. To offer suggestions, OA requires customer purchase history data to be integrated into Oracle RightNow cloud...
View ArticleReplace a word in the whole system (4 Comments)
Topic by Geraud AndreuxHi All,I'm trying to replace the word 'Incident' by 'ticket' throughout the whole system.It seems that a good way to achieve that is maybe to use the "Message Bases" screen, find...
View ArticleEscalation Rules - Work Days (2 Comments)
Topic by Luis MeloHi all,In case we are not using SLA's but only Escalation Rules to measure and act on incident response times, how can we make sure that the escalation overcomes the non-working days...
View ArticleCustom object Association
Topic by Mohana Gopal SelvamHi Gurus,We have one custom object, associate with Contact. We need to associate any one of the custom object record with incident in incident workspace.We have to see only...
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Timestamp in Date time field (1 Comment)
Topic by Mohana Gopal SelvamContentHi Gurus,We created one date time field. While we entering the data for the field, it will show the date calendar only (See attached image). How could we entered the...
View ArticleStandard Field -Incident (1 Comment)
Topic by Mohana Gopal SelvamHi All,Is there any way to change the read only standard field to a read and write field?For eg: In incidents, the reference number is a read only field .I want to change...
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