Task workflow (2 Comments)
Topic by Muthulakshmi MuthaiahHi All,I have a requirement to create three tasks against an incident.While creating the first task against the incident,I can set the incident in the task level.But for...
View ArticleCustom field dropdown menu with multiple selects (3 Comments)
Topic by Hanna Abi AklHello,Is there any way we can create a custom menu field but that allows multiple selections of menu items instead of only one?Any help with this will be greatly...
View ArticleDifference between Accessibility Interface & Agent Browser UI (1 Comment)
Topic by Nag AContentHi,Wanted to know what is the difference between Accessibility Interface & Agent Browser UI.can we call Agent Browser UI also as thin client?I read in the documentation both...
View ArticleResize login window
Topic by Tommy HuContentWe are implementing SP initiated SSO with ADFS. When we embed our SSO login page into the left side of the login window, the standard SSO login is bit too large to fit all the...
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Rename Account field name in Incident workspace (2 Comments)
Topic by Baljeet SinghContentHi,I have business requirement in which I need to include two fields from Account table in Incident work space.I need to include two fields like Manager, Supervisor etc....
View ArticleTasks due date
Topic by Muthulakshmi MuthaiahHi All,We are creating automatic tasks based on the incident status as well as task status. We are calculating task due date based on different criteria.For ex:Task one...
View ArticleMailbox based on the product (2 Comments)
Topic by Muthulakshmi MuthaiahHi All,I have created three mailboxes for three organization.Based on the organization chosen,the from address has to differ.Could anyone give idea on this ?Thanks,Muthu
View ArticleChanging all date/time formats to DD-month name-YYYY (1 Comment)
Topic by Hanna Abi AklHello dears,I've changed the format of all date/time to DD-MMMM-YYYY. However, I was wondering if there was a way to change the format such as it displays the name of the month...
View ArticleInclude Custom Object Fields Vertically in Mail Message
Topic by Nag AContentHi All,There is requirement to include custom object fields in mail message, i did it by using merge reports, created one report to fetch custom object fields and displayed it...
View ArticleFocusing RNT Console when screenpop is called from Third-Party program
Topic by swathi cherukuriContentHi All,We have a setup to call screenpop URL to open report.This call is happening from third-party program.It is working properly.Here one problem arises,After loading...
View ArticleReplace a word in the whole system (7 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 ArticlePopup a toaster broadcast to users (1 Comment)
Topic by MagivaHiIm looking for ideas on how to popup a message to osc users in a profile for when something needs to be communicated quickly to users does anyone have any ideas, sample code for an...
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Send on save problem (3 Comments)
Topic by Saravanan SContentHi All,I want to send mail when the incident Status type is unresolved while saving the incident.I Have created message template under Unresolved.(See attached...
View ArticleSetting agent console timezone to my local time (1 Comment)
Topic by Hanna Abi AklHello dears,I have searched for a way to set the timezone to my local time on Oracle Service Cloud and it appears that the only configuration setting (TZ_INTERFACE) is hidden and...
View ArticleDoes Service Rightnow Desktop Browser Run on Safari (1 Comment)
Topic by Justin GreeneWe recently acquired Oracle Service Right Now and noticed that the simplified UI is no longer visible and wanted to know if the Right Now supports being run on Safari Browser
View ArticleSSO for Agent Desktop using Okta
Topic by Sara KnetzgerContentHello All! I've just been informed by our User Account Admin director that we are going to be using Okta for SSO for our user desktops. I'm curious to see if anyone else...
View ArticleCreating a workflow without workflow add-on (1 Comment)
Topic by John LContentHi all,I have a requirement to create a workflow within our agent desktop, however we do not have the Oracle Service Cloud Workflow feature enabled. Is there a way to create a...
View ArticlePropose Incident as Answer workspace (1 Comment)
Topic by Christos SklavenitisContentHi All,I'm wondering whether the workspace/window that pops up when a staff member click 'Propose' can be edited at all. For our purposes, we don't need or want...
View ArticlePop ups appearing behind console
Topic by The JoanContentWe are having an issue with pop ups, such as message boxes and Guided Assistance, appearing behind the console. We need these things to be in front of the console, as much of it...
View ArticleData Import-Support Account Assistanct (1 Comment)
Topic by Muthulakshmi MuthaiahHi All,While importing the contact through data import,can we send the support account assistance mail to the customer?Thanks,Muthu
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