"Reply to All" to an email incident (2 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 ArticlePrevent Send on Save (2 Comments)
Topic by Marv FerrerIs it possible to stop RNT from sending a response via business rules or workspace rules? There are times when we do not want a response to be sent out and have something in place...
View Articleworkspace rules for desktop addin? (2 Comments)
Topic by jht Does anyone know if we can add workspace rules on a desktop addin?
View ArticleQuery : Hyperlink control
Topic by TRJ Can we use Hyperlink control in a workspace to pass field parameters? i.e. similar to how we can do it for Browser control. Any suggestions other than browser control approach?
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Query : Staff Rota related
Topic by TRJWe have had some discussion with a customer (Dynamics CRM v/s RightNow)around staff rotas and CRM, and a question was raised – ‘can we upload our contact centre staff rota’s into CRM’.The...
View ArticleUpgraded to Feb 13 and it's slow (5 Comments)
Topic by Marv FerrerWe recently upgraded to Feb 13 release. After the cutover, we noticed that the agent console is sluggish when opening navigation menu items, objects (incidents, contacts, etc.) and...
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Query : Offer Advisor
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 ArticleApproval Process for records (2 Comments)
Topic by Anuj BehlHi,I am trying to implement a approval process flow when a opportunity is created.My requirement is like if forcasted value of opportunity is less than $100k then it should be...
View ArticleFilter a report in an agent script (3 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 ArticleMobile app for iPads (1 Comment)
Topic by Shreyas PandhariHi,I am trying to use the mobile app for iPads. However, I am not able to login with my credentials. The URL set up for this cloud app is the one which is...
View ArticleScreen pop functionality
Topic by Chen ChenHi All.I want to realize screen pop functionality.When a customer(contact) gives a call to the agent, then RNT pop up a screen which can show an editor or a report about this...
View ArticleBusiness Rules for Custom Objects (3 Comments)
Topic by Shreyas PandhariHi,Business rules are only available for standard RN objects. Is there any way we can have business rules for Custom Objects? Can a standard object be cloned to have the...
View ArticleRightNow Error: maximum function count of 1000 exceeded (1 Comment)
Topic by BennettUpon loading a single Answer in our CX we get an error: An Error occurred - maximum function count of 1000 exceeded. Does anyone know what this error refers to?
View Articlerecent contacts are autopopulated in the fields related to contact id in...
Topic by Nithin Asoka KumarContentHi, In the workspace, if i associate a contact with a field in an object, then the fields in this object or an object related to the previous object are auto...
View ArticleDocking a Workspace
Topic by Christopher FarmerHi,I'd like to be able to be notified, perhaps using a workspace rule, when a child record i.e. one that has been opened via another record e.g. an incident being opened...
View ArticleCan I link to an incident from a column in a custom report?
Topic by Max NanasyI have a custom report that displays incidents in a table. In one column, a related incident's name is displayed. Can I link to the related incident from said column, such that...
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Error HttpUpdateProvider (2 Comments)
Topic by Luis MeloContentHi all,Trying to log in to my environment, system started to do the usual updates (downloading the files, slowly than usual) and got an error...An error occurred while using...
View ArticleWorkspace Report Row Limits
Topic by Christopher FarmerHi,The default "Organisation Contacts" report (ID: 9010) has a row limit of 100. I'd like this to be increased as many of our organisations have more than 100 contacts,...
View ArticlePreview Group Management Add-in
Topic by Chris HesslerDoes anyone know about the Preview Group Management Add-in and how it works?we see it on our Admin menu now in the Agent Console, but cannot find any information about it.thanks!
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Having issue with Escalation Rules after Topic Change (2 Comments)
Topic by Chris HesslerContentWe tried to change some topics in our database. Instead of hiding or disabling one of them, it was deleted.We then went into Rules and tried to update the Workflow...
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