Comments

  • Ryan Schofield

    Apparently I forgot to close out comments...thanks for the continued input but we migrated long ago.

  • Ryan Schofield

    Hi Terri,

    Unfortunately OSvC is a pain when it comes to calculating business time. I don't have the links handy, but definitely read through the online help for the relative time calculation topic and there should be several posts on here as well. rel_date_diff can't be nested in functions (unless Oracle finally fixed this) which makes reporting even more painstaking. Sorry I can't be more help now...my point is it's not a simple task you are undertaking so make sure the stakeholders give you enough time (maybe a month?)

  • Ryan Schofield

    You could play around with Subsidiaries. In our setup we have one org that isn't really a parent organization but we want them to be able to see tickets for a dozen other orgs. Those orgs should only get to see within their org and not see the 'parent' org. So we set up the parent org and the rest as subsidiaries and use the orglist2 widget. Not sure if perhaps you can set up some set of parent/subsidiary relationships. Many-to-many could be tricky though.

  • Ryan Schofield

    Not much time to investigate now, but notice in my sample code I use "OrgList2" in the code. Try that and see if it works. If you can see orgs and contacts in your console setup then you should be all set. And I don't think "OrgList2" is a custom widget, just a weird way it had to be written. I could be wrong...been forever since I've looked at it.

  • Ryan Schofield

    Hi Sylvia,

    Let me suggest you approach this a different way. Instead of looking at what OSvC has to offer for reports, first identify the business goals and questions that will determine if those goals are being met. Then identify the metrics that provide objective answers to those questions. If your organization doesn't have SLA/KPIs then I'd advise first developing a basic metrics plan which will guide this effort. Otherwise you're likely to end up with incorrect or unuseful metrics and reports.

  • Ryan Schofield

    Hi Daniel,

    This is possible, you just have to add the OrgList widget. Below is the div block and I bolded the specific line. Note that this only works if you are using the Organization feature--meaning you have contacts associated with organizations. You can also set up parent organizations if there are some orgs that need to see tickets from other orgs. Also, on the list.php page you can change to a custom report if you don't want to use report 196--that's completely separate from the OrgList widget. I've attached an image of what the OrgList widget looks like on our page.

    <div id="rn_PageTitle" class="rn_QuestionList">
        <div id="rn_SearchControls">
            <h1 class="rn_ScreenReaderOnly">#rn:msg:CUSTOM_MSG_HEADER_SUPPORT_HISTORY#</h1>
            <form onsubmit="return false;">
                <div class="rn_SearchInput">
                    <rn:widget path="search/AdvancedSearchDialog"/>
                    <rn:widget path="search/KeywordText" label_text="#rn:msg:SEARCH_YOUR_SUPPORT_HISTORY_CMD#" />
                </div>
                <rn:widget path="search/SearchButton"/>
       <rn:widget path="standard/search/OrgList2" display_type="2" label_title="" search_on_select="true" />
            </form>
             <rn:widget path="search/DisplaySearchFilters"/>
        </div>
    </div>

    sample.png (29KB)
  • Ryan Schofield

    Do you mean fixing the width in Excel? That's not exactly on OSC issue but in Excel you can just select all columns, or the range of columns that includes the culprit, and modify the width.

    As for changing the report within OSC, I thought you can change the report to allow horizontal scrolling and you just have to tell the users they can't fit 50 columns on a screen :)

  • Ryan Schofield

    And yes, I know Oracle takes it seriously. Sorry if it came across as otherwise. The team was very enthusiastic to review our findings and work with us to resolve the issues on our end or quickly integrate into new releases.

  • Ryan Schofield

    Hi Willie, yes it was the CSS and FontAwesome references that first got me thinking about compliance. Your guide also detailed changes to product/category widget and I recall that also being an item that failed testing first go-round. I may just need to follow up with Oracle's QA team we worked with before, but do you know if they specifically tested these CP3.3 changed against S508?

  • Ryan Schofield

    Hi Mark, unfortunately when you want to use the business clock OSC is very lacking. You may want to look at business rules and the escalation function (look at the online help for this topic) as that's how we've implemented business clock functionality for a few things.

  • Ryan Schofield

    I understand your issue to be that you have users accessing your Customer Portal and the users are across different organizations but then some users are in a 'parent' organization, meaning they need to have access to all the other organizations. Based on this, Oracle has standard functionality to support this. Read the online help section dealing with "organizations" paying specific attention to "subsidiaries." Basically you set up your 'parent' organization and the other organizations as subsidiaries. You may have to update your contact workspace to show the organization information, but basically you associate the contact to an organization. With proper settings (refer to the online help so I don't overlook anything) you can let this user see all their own tickets, all the tickets for anyone in their same organization, or all the tickets for anyone in their org AND all subsidiaries.

  • Ryan Schofield

    When discussing compliance, one should not overlook Section 508 (https://www.section508.gov/) regarding Accessibility. Whether it's a requirement of your work or you just want to ensure you're providing fully-functional access to those customers using accessibility tools, this is an issue that should be considered. We went through a larger effort to update our site to be fully compliant as it's required for our client contract. As stated above: "Oracle Service Cloud Enables, But Doesn’t Guarantee, Your Compliance." Luckily we have an expert in-house team to assess our system and they were able to work with us, and Oracle developers, to identify and fix upwards of 100 issues. Some of those included core product enhancements which Oracle was relatively quick to implement. Many others were CSS-related items which Oracle had implemented at our original go-live or that we had customized over the years. It all boils down to making sure you understand your requirements as a customer using the OSC product, then working very closely with Oracle to ensure you understand what gaps may exist and what your responsibilities are as the customer.

  • Ryan Schofield

    Bump. We're looking at CTI between Cisco and OSC. Anyone done this recently?

  • Ryan Schofield

    It could be an issue with the order of your rules or not changing rule states. First, see if you have any rules that handle general updates of incidents via email. That could be conflicting with your new rules. Second, make sure that your new rule, when hit, is then changing the rule state so the incident doesn't continue through other rules that it shouldn't hit.

    You may also want to amend your first rule to look at the Incident thread and not the entire message body.

  • Ryan Schofield

    That definitely sounds like something is amiss, especially with such a basic report. Have you checked the purge config settings?