SSO with Active directory
Topic by Darpit PatelContentHi All,We are implementing SSO for agent console with ADFS. We have a requirement from our customer to launch OSvC console using a desktop shortcut that launches the agent...
View ArticleCan I Compare Two Fields in Workspace Rules
Topic by Andy TownshendContentI am attempting to use workspace rules to validate data. - In one column I have multiple fields of user-entered data, collected at ticket submission - In a second column...
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How to change the logo after login in Agent Browser UI
Topic by Deepak BansalContentIs there any way to change the logo which comes at the left top corner of the UI after login in Agent Browser UIImage
View ArticleCan the Attachment Size be increased?
Topic by Thiyagarajan SundaramContentHi Team,We aware that there is a restriction or limitation to have attachments in a incident. Kindly help on the below.Requirement: 1) Using customer portal the end...
View ArticleInject value from a field in a script into a report
Topic by Paul HowardI have a script where a custom field value is set in the first screen.The agent then migrates to the second screen in the same script via a button control.Is it possible to use a...
View ArticleDuplicate email address with Email Address Sharing disabled (1 Comment)
Topic by Andreea CosteaHello,We have Email Address Sharing disabled, but still, we have a number of contacts with same email address (sent by API integration from a platform). The email address is...
View ArticleLink Incidents to Opportunities
Topic by Armando PorresHow can I associate incidents to an opportunity? I'm looking to show within a tab in the opportunity workspace, all incidents associated to this opportunity. In the ticket...
View ArticleISO Country Code (3 Comments)
Topic by Brian SmithHow can we associate an ISO country code with a country which has been manually entered?Ex: We added Tanzania manually (since it is not in the country list provided by RNT) and...
View ArticlePass report filter value from one script page to another
Topic by Sathya RajendranHi All,I have created one script, on the first screen i collect a custom field value and user click continue and goes to the second screen of script contains report, that...
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BUI Workspace - way to remove compose message bar in tab set
Topic by vivtedContentI have a use case where I am using the BUI for incidents where they will never add to the thread - only the original thread will stay. When I display these incidents with fields...
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Activate greyed-out options in Contact workspace Tab (1 Comment)
Topic by Sylvia SContentHi Guys,I created a custom object, customized a report for it and placed it on a contact workspace tab. I am trying to open a contact workspace for the related record but the...
View Articleservice cloud menu field value (1 Comment)
Topic by daniela gianniniHiI need to add new values to an existing custom field of type "Menu". Can I add new values to an existing custom field or do I need to delete it and create it again?Thanks
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Scroll bar in chat
Topic by Apolinar ValdezContentHi guysWhen a user requests a chat from the Client Portal and the Agent responds from the Agent Console, when writing a response long enough in the chat a scroll bar...
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Live chat unavailable
Topic by qi yipengContentIf I create a new chat queue and only add this new chat queue to the profile, when I only log in to the agent account under this profile, is the live chat on the CP side...
View ArticleHide application error notifications window
Topic by Neha ChawlaHi,Users are seeing application error notification window on right down corner. to hide it i was using below option.File > Options > Add Ins > Personal Settings >...
View ArticleSend admin email notification when thread is updated
Topic by Craig HeveyContentHi,I have a requirement to send the "Email Incident Information" admin notification if an agent adds any notes to the Messages tab thread to notify the Assignee that they...
View ArticleCan the Attachment Size be increased? (1 Comment)
Topic by Thiyagarajan SundaramContentHi Team,We aware that there is a restriction or limitation to have attachments in a incident. Kindly help on the below.Requirement: 1) Using customer portal the end...
View ArticleSSO in Agent Desktop
Topic by Ali Raza JahangirContentHi,i have a customer portal tab in my incident workspace. in that cp tab, answer list page will be displayed and login_required is true on this page. i want to get...
View ArticleLink Incidents to Opportunities (1 Comment)
Topic by Armando PorresHow can I associate incidents to an opportunity? I'm looking to show within a tab in the opportunity workspace, all incidents associated to this opportunity. In the ticket...
View ArticleNew Mailbox - Update sequence produces gap (3 Comments)
Topic by Lisa RichardsContentHi all. We have attempted to create a new service mailbox but are receiving the error message "Update sequence produces gap". Can anyone explain what this error message...
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