Deleting the group -Profile (3 Comments)
Topic by Mohana Gopal SelvamHi All,How to delete the unwanted group in the agent desktop. Thanks,M.Muthulakshmi
View ArticleCustom Fields/Objects Usage
Topic by Mohana Gopal SelvamHi Gurus,Now we are in the process of migrating our code from test instance to production instance. We have created lot of custom fields in the test instance. Is there...
View ArticleDependent Menu in Agent Desktop (13 Comments)
Topic by Mohana Gopal SelvamHi Gurus,How to create the dependent custom menus (Drop down) in AD. Ex: State drop down values need to set based on Country Drop downThanks,Mohan
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Change Ribbon on Account Details - Edit (5 Comments)
Topic by Frank LittlejohnContentIs it possible to change the ribbon on the Account Details - Edit workspace? We are letting our vendors change passwords, but do not want them creating new accounts. If...
View ArticleInsert Image in the content pane (2 Comments)
Topic by Muthulakshmi MuthaiahHi All,Is it possible to insert the image in the content pane?Thanks,M.Muthulakshmi
View ArticleIncident Thread Masking (1 Comment)
Topic by Georgia Bradbury-AdamsHi,I wanted to come out to the forum to see if any other companies have experienced issues with Oracle standard out of the box function 'Incident Thread Masking'. We...
View ArticleWeb Console App (2 Comments)
Topic by Muthulakshmi MuthaiahHi All,Is any document there for Web console App? Thanks,M.Muthulakshmi
View ArticleActive Directory integration with Agent Desktop login? (2 Comments)
Topic by Robin BullockWe have a customer request to integrate RightNow Agent Desktop logon with the Active Directory credentials for their Associates. It does not appear that this is available from...
View ArticleRibbon Defaulting to File Tab (4 Comments)
Topic by AndyEvansHello. One of our agent's workspace has the Ribbon defaulting to the "File" Tab on the Ribbon rather than "Home" tab. This is on opening inbox, all inquiries, or individual...
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Remove 'Ok', 'Cancel' and 'Undock' from Ribbon (1 Comment)
Topic by Paul HowardContentI've recently upgraded to the November 2014 version, where multiple tabs are nested when there is a common ID.This is great for keeping the tabs together however is there a...
View ArticleBanner Flag - Readonly
Topic by Mohana Gopal SelvamHi Gurus,We have set the banner flag value based on SLA using Contact Rules. Agent should not edit the flag. Can we make the banner flag as readonly in Workspace? I could...
View Article"Reply to All" to an email incident (4 Comments)
Topic by Mark CordeiroHi all,If we receive an email that was sent 'to' us but also has email addresses cc'd on it, is there a way the agent can reply to all that are on the email or do they have to...
View ArticleWorkflow Examples (11 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 ArticleRemove labels from fields on workspace
Topic by Ineke ClewerHi allI've created a whole load of custom fields for a task which when put on the workspace in a grid layout just require text at the top of columns and beginning of rows, and so...
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Add column to default relationship item report (3 Comments)
Topic by Jonathon WardContentIn Contact and Incident workspaces there are several options to add relationship items; the one I'm focusing on is Time Billed. The relationship items execute reports,...
View ArticleAnswer as an entry in the Agent's menu (in the navset)
Topic by Geraud AndreuxDear All,we are opening the standard text configuration screen to our agents so they can create some on-the-fly when they need it.We do trust them :-) but we'd also like to...
View ArticleSystem wide banner within the Agent Console (2 Comments)
Topic by JLFolkmanIs there any way to create a banner to display across the bottom or top of the Agent Console window to provide statistics or other information to analysts while logged into the console?
View ArticleEnhanced Console - Drag and drop attachments (4 Comments)
Topic by The JoanI am trying out the new enhanced console before I make it available to my agents. One of the things I have noticed that is going to be a big concern is that we can no longer drag and...
View ArticleCreate new task status (2 Comments)
Topic by Paul HowardI've created a task workspace and placed the task.status.id field on the workspace. I'm now looking to create a new status for this field.I've checked in customizable menus and can...
View ArticleContact association while Incident load (3 Comments)
Topic by Mohana Gopal SelvamHi Gurus,We are going to upload the Contacts along with incident information from legacy system. While we load the incident data contact_id is used for association. Is there...
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