Original thesaurus.txt file
Topic by Marlena CIs there a way to get the original thesaurus.txt file from the File Manager or through Support? It appears we have been using it incorrectly for years and should have added our...
View ArticleHow to create a folder inside File Manager. (4 Comments)
Topic by Deepu KolkkadanHi All,I would like to know how to create a folder structure inside the File Manager. Thanks,Deepu
View ArticleQuota managemnt for new capacity category
Topic by Jenni GillContentHelloI need to apply a new capacity category with a new work skill that limited resource will have, previously all resources were skilled to do all job types therefore we have...
View ArticleChange LookUp in Contact.
Topic by shreeshaHi All,I am planning to change Contact Look up From first name and last name to Other fields ( Existing or Custom Field ).We have Child object AS Organization it's difficult to...
View ArticleWork space rule for Solved Incidents (3 Comments)
Topic by Vanessa GerryContentI've been attempting to have a message box appear when the user changes the status from "Solved" to any other option. This will be a message to alert the user that the...
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Dynamically allow Menu fields to include/exclude menu items (1 Comment)
Topic by Geetha AmruthaContentHello,Any pointers on how we can include/exclude menu items based on a condition in Workflows/Workspaces without hard-coding?We have a use case where an User is assigned...
View ArticleExclude Category items in Chat Workspace (7 Comments)
Topic by ToddWe have several interfaces with some being English and some being French. I have created many categories in both English and French and set the visibility accordingly. The issue is that...
View ArticleHow to restrict incidents and contacts to be displayed in other interfaces...
Topic by Kiran RajendranHi Team,I have a very interesting scenario and looking for it's resolution. We have a site with 4 interfaces used for various purposes. In which we need to restrict some...
View ArticleCommit response while saving draft messages?
Topic by NivenContentWe want the message thread to be able to both send messages, yet save messages as drafts.Enabling "Commit response when incident is saved" will send messages, but disabling this...
View ArticleIncident Thread Masking (7 Comments)
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...
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Workspace Rules not firing (6 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...
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Notification when incident peak is reached (1 Comment)
Topic by Annika PlogmakerContentHi,we would like to be able to send a notification, if a certain amount of incident with a specific status is reached within one report, e.g. Report "Pool 1" - which...
View ArticleTasks by Incident (1 Comment)
Topic by daniela gianniniI would like to build a report to use in an Incident "view", to show the task related to the specific incident (the father in the view),So Incident an the top, and the related...
View ArticleEscalation rule firing too soon (4 Comments)
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 ArticleBulk adding different private note to different incidents (4 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 ArticleHow much capable is Browser UI Extension compared to .Net addins
Topic by Kiran RajendranContentHi Team,We have to do some functionality implementation in work space level using BUI Extension addin . We already have .net addins implemented in Agent Desktop since...
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Moving data from custom fields to custom objects (1 Comment)
Topic by Marlena CContentWe have reached the maximum row size for the Incident table and would like to move some of our custom fields to custom objects so that we can edit other existing custom fields....
View ArticleCPM -Queue set in incident level (3 Comments)
Topic by Muthulakshmi MuthaiahHi All,Is there a way to set a queue value automatically via CPM code, whenever the agent changes the Assigned field value.Thanks,Muthulakshmi
View ArticleIs it possible inline edit on reports embedded in WS
Topic by Kiran RajendranContentHi Team,I wounder why the inline edit is not available in report when it is used in a work space. I would like to know whether that feature isn't yet available in Agent...
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CTI Integration Error with Enhanced Console (2 Comments)
Topic by Kaitlyn LaffertyContentIn the legacy console our Agent desktop communicated with our telephony system through a CTI Pop that triggered a workspace to automaticallyy open depending on passed...
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