Replying to an email - at what point does it create a new incident? (3 Comments)
Topic by JJSo our system sends an email when a job is created - at what point is a new incident created if you reply to it?Should one be created if you delete the subject and put something totally...
View ArticleMany-to-Many Relationship for Contacts (5 Comments)
Topic by Sylvia SHi Guys,I have a requirement to create many to many relationships. our contacts data is made of individuals and companies. Some individuals can have some companies as their employers....
View ArticleDisabling the option of updating an existing task note (3 Comments)
Topic by Yair LahavWe are using the task entity to interface data between service cloud and an external system.When adding the task notes object, I want to allow users to enter a new note, but not be...
View ArticleEmails not always creating incidents (9 Comments)
Topic by JJHi,We have 2 contacts set up in the system with an email so that when they are sent from these contacts,a request is created.Now, for one contact (Contact A), this *seems* to work all the...
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Black screen showing in Agent Desktop (2 Comments)
Topic by Devin MeekContentHi,Since upgrading to the August 2017 update Oracle Service Cloud we have encountered an issue where the Agent desktop is displaying only a black screen with no content at all...
View ArticleExclude Solved in Status Menu Intems?
Topic by Hector ArreolaI was trying to use workspace rules to exclude "solved" from the status menu items but is still shows up, it works with all others except for this one.Are solved statuses...
View ArticleManaging duplicate/similar requests
Topic by Rebecca MoorhouseWe are a local government who uses OSC to record ratepayer/resident requests. Sometimes, multiple residents will report the same issue (eg. the same road pothole requiring...
View ArticleResetting Contact Passwords (3 Comments)
Topic by Traci ScottContentIs there a way to reset, or set initially, a contact's password without sending the contact an email? We would like to be able to reset the contact's password for them,...
View ArticleLinking to External Site not working (2 Comments)
Topic by Peter RuppContentHello,I am trying to link to an external site from home.php and when I add in <a href="example.com/dl">Site</a> and push it to Staging I get this result:...
View ArticleEnable bulk emails for particular domain (1 Comment)
Topic by Rohit ApsangiContentHello All,I have a requirement to enable the bulk email for a particular domain, meaning if multiple emails are coming from this domain(email address) then system should...
View ArticleSetting Up The Status as per the dynamic products values (2 Comments)
Topic by Srinath SrinivasanHi, There is this scenario, that is the status of the incident has to be set based on the chosen products, the challenge we face with this is there are more than 1500...
View ArticleCan I configure incidents to not change status to Solved automatically when a...
Topic by Apolinar ValdezHi,Can I configure incidents to not change status to Solved automatically when a response is sent?I already changed the setting value "TC_IE_RESP_TO_STATUS_CHG" to 0 and...
View ArticleHow to auto save incident at beginning of the chat? (2 Comments)
Topic by SAJI MATHEWI have got a requirement from clientDescription: They want to save the incident at the beginning of the chat session. I couldn't find any out of box functionality saving the...
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Message Templates - Thread showing html codes
Topic by Rebecca MoorhouseContentHi.Within the Email Incident Information message template, which merges in the Thread content, some incidents (created using OPA) display correctly (formatted nicely)...
View ArticleRestricting Users based on Interfaces (10 Comments)
Topic by Keerthi PeesapatiContentIs there any possibility for users created in one interface are restricted fro other interface? While user creation i donot find any option as such. Can p!someone...
View Articlemultiple attachment in single file-attachment type answer (1 Comment)
Topic by Karthik JayachandranContentCan we have number of attachment in single answer ? if yes how many attachment can attach and the limitation of size . Version3
View ArticlePermanently Disabled account (2 Comments)
Topic by Mukesh KalalContentHello guys,Is there anyway to enabled the account which is permanently disabled. Version17D
View ArticlePrevent incident closing if tasks associated with incident are Open (4 Comments)
Topic by Praveen WoodyContentHi, Is there a way to prevent closing the incident, if there are associated tasks that are still open? How can I check or write code or create rules (whatever is the best...
View ArticleBulk delete incidents (by product and date) (2 Comments)
Topic by Simon EcclesHi all,I am trying to bulk delete incidents that are categorised as a certain Product, and within a certain date range. I have report that shows me the results of these incidents,...
View ArticleExport Business Rules (Answer rules under Site Configuration-Rules) (8 Comments)
Topic by Praveen WoodyContentHi, I have created some Answer rules (under site configuration - Rules) in one production site. I want to export them and put them in my clone sites. How can I do this?I...
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