Posts

Posts

  • Edgardo Lineros
    Link/add text from Analyst only articles as a private note
    Idea posted June 25, 2018 by Edgardo LinerosRookie, tagged Knowledge Foundation in Discussion Forum > Idea Lab public
    Title:
    Link/add text from Analyst only articles as a private note
    User Story / Description:
    Hi!
     
    It will be very useful to have the ability to add restricted articles to a Private Note, when our agents aren't able to resolve an issue, they need to document what they have tried so the next resolving group is aware.
     
    Thanks
    Edgardo
     
     
  • Richard Keevil
    18A CXEditor fixes14
    Idea posted May 16, 2018 by Richard KeevilPro, tagged Agent Desktop, Knowledge Foundation in Discussion Forum > Idea Lab public
    Title:
    18A CXEditor fixes
    User Story / Description:

    The new CX Editor in 18A should allow you to scroll using the mouse wheel and when you do scroll, the toolbar should float.  A lot of scrollbar use is now needed in order to maintain an Answer.

    Its so impractical currently that we have decided to leave a test site on an old version so we can use its editor and then copy/past the source across to live.

    http://communities.rightnow.com/posts/cced598ab2

    http://communities.rightnow.com/comment/83636

     

  • Timothy Mohle
    Allow KM search to save persistent search of products11
    Idea posted April 13, 2018 by Timothy MohleJourneyer, tagged Agent Desktop, Knowledge Advanced, Knowledge Foundation in Discussion Forum > Idea Lab public
    Title:
    Allow KM search to save persistent search of products
    User Story / Description:

    When clicking "Search Knowledgebase", it does not offer the option to persistently save products, and instead searches all products by default.

  • MaryG
    clarify block/unblock learned links11
    Idea posted March 27, 2018 by MaryGExplorer, tagged Knowledge Foundation in Discussion Forum > Idea Lab public
    Title:
    clarify block/unblock learned links
    User Story / Description:

    Hi there.

    Although it may seem obvious, I noticed a gap in info in the KB and documentation regarding block/unblock learned links on answers.

    You may want to consider adding this information:

    "The block/unblock action on learned links is only effective for the answer in which the block was placed, not all answers.

    Any other answers where it appears as a useful link are not affected by the action taken."

    http://documentation.custhelp.com/euf/assets/devdocs/cloud17d/olh/Service/topicrefs/c_Learned_links_aq1131978.html

     

    --Mary

  • Anthony Smith
    Remove secondary scroll bar in Answer Edit workspace +...1114
    Idea posted March 13, 2018 by Anthony SmithSpecialist, tagged Knowledge Foundation in Discussion Forum > Idea Lab public
    Title:
    Remove secondary scroll bar in Answer Edit workspace + add source colour coding
    User Story / Description:

    With 18A changes to the Answer Edit workspace there were two changes which negatively impacted our ability to edit anwers:

    • Source is no longer colour coded
    • There is a secondary vertical scroll bar which means editors have to scroll twice each time they want to move up or down (see screenshots below of 2 actions required to scroll down).
      1. Step 1: the answer content (this applies to both regular edit and source edit views) is at the top
      2. Scrolling down using the "inner" scrollbar, the bottom part of the content is still not visible
      3. Now scrolling down using the "outer" scroll bar to see the bottom of the content.
      4. Now you need to repeat both steps to scroll back up again.

    It would be great if either (or both?) of these issues were addressed.

     

  • Barry Johnson
    Cancelled edits to a record remain visible in table. Even...1
    Idea posted February 20, 2018 by Barry JohnsonRookie, tagged Knowledge Foundation in Discussion Forum > Idea Lab public
    User Story / Description:

    Cancelled edits to a record remain visible in table. Even though they were cancelled by clicking the ‘Remove’ icon. We worked with Oracle support and they mentioned that this is expected functionality because application keep the data cached and till the time we do not ‘Refresh’ or ‘Save’, it remains in the cache. Key point, when we have discarded the change then why will application keep the data cached temporarily. It should only retain the data in cache only if change has been accepted.

    Picture:
  • Dawn M. Smith
    Requestors searching knowledge with an incident ID12
    Idea posted January 25, 2018 by Dawn M. SmithRegular, tagged Knowledge Advanced, Knowledge Foundation in Discussion Forum > Idea Lab public
    Title:
    Requestors searching knowledge with an incident ID
    User Story / Description:

    We currently have requestors that enter an incident ID into the search knowledge widget.  It will return no articles, and we have had to create something custom that says "looks like your trying to find an incident, please go "here" to continue your search".

    It would be wonderful if Knowledge widgets delivered could recognize the nomenclature of an incident id when entered into the search automatically and would greatly improve our requestor/customers experience.

  • Nik Tran
    Linking to another another kb answer within an answer via...9
    Idea posted January 10, 2018 by Nik TranRegular, tagged Customer Portal, Knowledge Foundation, Other, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    Linking to another another kb answer within an answer via answer variable
    User Story / Description:

    It would be nice if Oracle can implement a feature where we can link to another answer directly within an answer with using a pre-format for answer variables. For example, if you want to link to answer id 123 from interface "en", all you have to do is tag it as $en_123 and it would intelligently link it. Today, we have to create an answer variable for each answer we plan to link to from another answer. It's a lot of work to maintain. In answer https://cx.rightnow.com/app/answers/detail/a_id/6529/, there's a table with with all the system variables under different headings (incident/contact/organization/misc). We should add one under Misc Variables with $interface_answer_id. The html output from this answer variable would be something like <a href="***.custhelp.com/123" target="new">Answer ID 123: Summary of answer 123</a>.

    thanks

    Nik

  • Barry Johnson
    Change Answer "Assign Me" to "Assign to...1
    Idea posted December 20, 2017 by Barry JohnsonRookie, tagged Knowledge Foundation in Discussion Forum > Idea Lab public
    Title:
    Change Answer "Assign Me" to "Assign to Me"
    User Story / Description:

    Assign Me is bad grammer, Assign to Me is grammatically correct.

    Picture:
  • Michele V
    Changing Staff Accounts "Group" Field & Not...16
    Idea posted December 13, 2017 by Michele VWhiz, tagged Knowledge Foundation, Reporting in Discussion Forum > Idea Lab public
    Title:
    Changing Staff Accounts "Group" Field & Not Affecting Answers Assigned To
    User Story / Description:

    Currently:  When the "Group" field of a Staff Account is changed, all of the answers that the staff account is "Assigned To" will have an updated "Date Updated" field. This falsely reports an incorrect Date Updated.

    Idea:  When a Staff Account is updated, do not affect any of the answers that they are assigned to.  Specifically, when the "Group" field is updated, don't update the "Date Updated" for any answers the account is "Assigned To".