Avoid sending auto email response when incident is created by service email...
Topic by Azam KhanI have two entry points for my incident management flow. One is Agent Console and 2nd is service email. When an incident is created i set its default status as 'Opened' and in the...
View ArticleIncident is not been Assigned from Queue (10 Comments)
Topic by Azam KhanI have a Queue and it is attached to a single profile. Once an incident is created it is assigned to the user who created it and on saving, in the business rules, I am assigning a...
View ArticleIs it possible to send Incident ID run-time to Search Knowledge Base Search...
Topic by Geetha AmruthaHi, I am trying to change the filters on Search Knowledge Base Report used under Incident Thread in Incident Workspace.I have added a filter for Incident ID to make it selectable...
View ArticleIncident by Email > Creating incident from a specific email domain only (1...
Topic by Azam KhanWe have a situation where employees master data needs to be sync with RN automatically, in order to raise incidents for them. We checked and there is no automation available in RN...
View Articledefault 'Response Requirements' for incidents (2 Comments)
Topic by Azam KhanLet suppose we have a general Response Requirements only and there is not SLA instance defined. Will this general Response Requirements will be applied to all the incidents OOTB?
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BUI "workspace error" after closing an incident (2 Comments)
Topic by JamesContentHi,We are in the process of moving over to BUI from .NET, however appear to have hit a stumbling block.We are only able to open a single incident once during a login session from...
View ArticleImpact of 'Term (Duration)' on SLA (4 Comments)
Topic by Azam KhanWhat is the impact of field 'Term (Duration)'. What int he documentation (https://docs.oracle.com/cloud/latest/servicecs_gs/FAMUG/_service.htm#FAMUGai1215331) following is...
View ArticleData Loading > Contact Fields and csv columns are not being auto mapping (3...
Topic by Azam KhanIn the Data Loading Wizard, when I select csv file, the column names in the file is not auto mapped with the field names and I have to select manually. Field names and csv column...
View ArticleManage Custom Object Transactions Growth
Topic by Michael LocurcioContentI recently looked at my DB size and Custom Object Transactions is the number one table in terms of Record Count and Size. Do I need to be worried about managing the...
View ArticleKnowledge Advanced in Agent Desktop - search refresh
Topic by Danielle MartinezContentHello,I wasn't sure if I should post this here or in the Knowledge Management thread, so apologies if I'm in the wrong area. Question on the Knowledge Advanced agent...
View ArticleChat satisfaction survey is being sent to customer who was disconnected for...
Topic by Moabe CostaContentGood morning everyone!I ask your help in an issue! we have an event where the CHAT satisfaction survey that is sent to the customer is being sent when he is disconnected for...
View ArticleScope of workspace Rules (2 Comments)
Topic by Azam KhanIf I have a workspace (Wspace1) and I have a rule likeIF Assigned ChangesTHEN SET Status = Assginednow will this rule only triggers when the Workspace is opened or it will also work...
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Handling E-mail and Phone in Contact Workspace Rule (7 Comments)
Topic by Jarel Birck da SilvaContentHi everybody,I have a customer requirement that consists in building the following Contact Rule:A Staff Account can not save a Contact (new or existing) without at...
View ArticleOPA's vanilla integration with OSvC
Topic by Derrick ThomasContentHello folks,I am in a bit of a tough spot and would greatly appreciate a helping hand. Let me get straight to it. OSvC allows for OPA to integrate seamlessly into the...
View ArticleOn assignment, Event/Business rules to trigger (2 Comments)
Topic by Azam KhanWhen an incident is assigned to an Agent from a Queue then I need to change Status as In Progress. Workspace rules don't work here. Is there other way I can achieve this please?
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Link not displaying in the work space report (4 Comments)
Topic by Keerthi PeesapatiContentHI All,We have an address custom object created and linked with Organization. The same address should be displayed in Incident also. Under Incident, address custom...
View ArticleAccess Filters from Report Record Command Addin (3 Comments)
Topic by Ricardo LuzIs there any way to get filter values when a report runs?The idea is to use the filter value to operate business logic like integrate to legacy systems.Ex: fill the social number...
View ArticleCPM to capture incident CC values (3 Comments)
Topic by Bhagyashree DeshpandeContentHi all,We have written a CPM to capture CC values for Incident created via email.This was working as expected earlier, that is till 14/dec/2017.Now the mail header...
View ArticleBUI Extensibility Framework - Samples and/or Templates (5 Comments)
Topic by SalvatoreHi,are there any samples of BUI extensions or templates (like the .NET-based ones available for add-ins) available, aside from the CTI/Twilio accelerator:...
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Need to send and receive data from Object Event Handler rightnow to...
Topic by Rajkumar BaskaranContentI need to send some data from object event handler from rightnow to my locally hosted rest service and receive. Using CURL in php i am sending and receiving but the...
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