Can the word "Incident" be rephrased as "Service Request" in Agent desktop?...
Topic by Thiyagarajan SundaramHi all,This below is a requirement from our client.They want to rephrase the word "Incident" as "Service Request" in the Agent Desktop 'instance.When i raised an SR for...
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workflow (6 Comments)
Topic by Mohankumar PonnusamyContentMy self created a workflow to show status filed drop down only "closed and rejected" values based on condition when product changes If product equals oracle...
View ArticleDefault Reports and Queues on client startup (1 Comment)
Topic by Caanan BushContentIs there anyway for a user to set default reports or queues to open on Oracle Client startup?VersionService Cloud
View ArticleHow do I create a new Task after updating the Incident with a new message in...
Topic by Niven SurenthiranContentI would like to create a new Task record for every time I update the Incident record with a new message in the message thread. If other fields and objects have been...
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Rename the Standard Object Incident to Service Request
Topic by NivenContentThrough Message Base, I was able to rename the standard object 'Incidents' to 'Service Requests'.Is it possible to also change the name of the standard analytic reports that...
View ArticleQuote Template is not populating fields (1 Comment)
Topic by Khurram RasheedContentHi,I am new to Quotes and I created a Quote Template with Quote, Organization, Contact, SalesProduct fields in it. But the pattern for the fields like {{orgs.name}} is...
View ArticleCurrent Logged in user ID in Addin (2 Comments)
Topic by Ammar AldaffaieContentHi,I have a Global Ribbon Addin that is doing update to a custom field for a staff account, it is working perfect when I pass the Account ID in the code but what I need...
View ArticleCustom process to send SMS (3 Comments)
Topic by Muthulakshmi MuthaiahHi All,I have created the CPM code to send SMS whenever the incident status is in unresolved ,solved status.The code is working fine in the test harness level but while...
View ArticleSubject without Reference Number (1 Comment)
Topic by NivenContentIs it possible to have a back and forth email conversation without having the reference number in the subject line?I would like to have the subject name only in the subject line....
View ArticleCan I use Message Bases or Variables in Workspace labels? (1 Comment)
Topic by Niamh Nic ClamhaContentHi all,Is there anyway to use a configurable field in a workspace? Specifically, I have many workspaces that contains Product and Category input fields. However, we use...
View ArticleBulk adding different private note to different incidents (3 Comments)
Topic by Marlena CIs there a way to add different private notes to existing incidents?I have a CSV of over 100 existing incidents where we need to add a private note to each. The private note text is...
View ArticlePrevent a user to reopen a closed Incodent (1 Comment)
Topic by Andreea CosteaContentHello,I have the following situation: in Right Now I have set to close an Incident after 7 days. (config. setting used: MYQ_REOPEN_DEADLINE is set to 168 hours). But a...
View ArticleWhat is the maximum number of "Answer Access Levels" that can be added in...
Topic by NivenContentWhat is the maximum number of "Answer Access Levels" that can be added in Customizable Menu?VersionService Cloud
View ArticleEscalation rule firing too soon
Topic by Sean O'LoughlinContentHello all,I've read on the forums about creating escalation rules, and have had a go at creating them myself. However one of the rules seems to be executing sooner than I...
View ArticleImport wizard - Countries csv
Topic by Juan Manuel BianchiContentHi allI need to import a list of countries and its provinces from a csv file. I cant find a "Country object" in the data import wizard. Is there a way to upload all...
View ArticleWorkspace Button to copy Contact's Email
Topic by Andy TownshendContentHello all, I've been receiving some requests from our agents to have a workspace button that copies the value of the incident contact's email address to the clipboard. Our...
View ArticleMemory/RAM Usage (16 Comments)
Topic by Marv FerrerWe have been experiencing some RAM issues with our November 2014 release. We recently upgraded. When we create/open incidents, the RightNow.CX.exe process RAM usages increase...
View ArticlePOST parameters lost after agent authentication
Topic by Aarnav PContentHi all,I am adding a custom script in incident workspace tab using WebBrowser control. The webBrowser control passes p_ref_no parameter as 'POST' to the script...
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Workspace Rules not firing (2 Comments)
Topic by SeniorGeekContentI am trying to set up a couple of rules to remind agents to take certain actions when certain fields are set to the value "Yes". I've attached a rule that I *think* should pop...
View ArticleCopying Parent Summary Information to Child Thread (1 Comment)
Topic by Emily S.Hello,Is there a way to take all of the summary fields on a Parent workspace and push them all to a child incident? We use child cases to email a vendor. I can push many of the...
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