Posts

Posts

  • Kyle
    [Delivered] HTML formatting within agent responses100101
    Idea posted June 23, 2009 by KyleLegend, tagged Agent Desktop, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    [Delivered] HTML formatting within agent responses
    User Story / Description:

    Does anyone see the benefit for giving the agent the ability to send a reply back to the contact with HTML formatting instead of plain text? Personally I'd like to use bold, italics, bulleted/numbered lists, and other types of formatting commonly found in an email client. I would even go one step further and allow for inline images to be dropped in, much like the functionality here within the Lithium forum.

  • JRoepke
    "Deploy All" or ability to select multiple...7
    Idea posted August 31, 2010 by JRoepkeExplorer, tagged Customer Portal, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    "Deploy All" or ability to select multiple Customer Portal interfaces when deploying changes
    User Story / Description:

    We have seven different user interfaces and are using the May 10 release with the Customer Portal.  Even simple changes to the end user pages require someone to babysit seven portal deployments to publish these to our live environment .  Adding the ability to select multiple interfaces when deploying would cut down the time needed significantly and allow for better scalability (I imagine the nightmare if I had 20 interfaces instead of 7).

     

     

  • Daan Nieuwendijk
    "googlemail.com = gmail.com" (equivalent...14
    Idea posted October 23, 2015 by Daan NieuwendijkApprentice, tagged System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    "googlemail.com = gmail.com" (equivalent domains)
    User Story / Description:

    As googlemail.com is often used in Germany and, I believe, in other countries such as the UK as well, it would be helpful if OSC would treat identical e-mail addresses on those two domains as equivalents. If this were the case, we would avoid incidents not being able to be updated from the equivalent A (e.g. daan@gmail.com), if they were started from equivalent B (e.g. daan@googlemail.com) and linked to a different contact.

    Even better would be, if such a list of equivalent domains would be maintained by local administrators of OSC.

  • CKirby
    "Password Expires" check box under Staff Accts -...
    Idea posted January 25, 2012 by CKirbyExplorer, tagged System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    "Password Expires" check box under Staff Accts - Ability to report on it
    User Story / Description:

    I would like the ability to generate a report to see which Staff Accounts that do not have the Password Expires check box selected.

  • Kieran McDowell
    'Spell Check complete' message when saving an...4
    Idea posted August 13, 2015 by Kieran McDowellExplorer, tagged Agent Desktop, Incident Management, Other, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    'Spell Check complete' message when saving an incident
    User Story / Description:

    Hi all,

    We have an issue in our May '15 version of RightNow where a 'Spell Check Complete' message appears every time an incident is saved.

    In order to initiate the 'Spell Check box' when there is an incorrectly spelt word in your response, the option to 'Auto-check spelling on save' must be checked from within the Workspace editor. What this does however, is display a 'Spell Check Complete' message every single time an incident is saved, regardless of whether there is a new thread entry or incorrect spelling.

    The main annoyance here is that the agent has to perform an extra 'click' in order to save an incident, which just doesn't seem necessary. I feel that Spell Check should only appear if there is an incorrect spelling, rather than every time an incident is saved.

    Therefore, my suggestion is to provide more options for customizing when a Spell Check is triggered. The only two options we have currently are 'Auto-check spelling on save' and 'Allow cancelling auto-check', neither of which actually provide our desired functionality.

    Has anybody else encountered something similar? I never had this when we were running Nov '13 version of RightNow, only since upgrading to May '15 version.

    Thanks,

    Kieran

  • Matthias Hintner
    (Email)Alert or Notification on any changes in the...5
    Idea posted October 11, 2012 by Matthias HintnerExpert, tagged System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    (Email)Alert or Notification on any changes in the Configuration/Rules
    User Story / Description:

    I would like to a have the feature, that any changes in the Configuration settings, Rules, etc.... will send a notification to all admin superusers.

    Recently we had a case when one admin did a small change in the configuration of an interface, not knowing exactly what its function was. This small change affected a huge amount of our customer not being able to see our Customer Portal pages. As this was affecting only external user, this fault was not recognized until some customers told us explicit. That was already 2 days with the issue affected.

    Therefore I would like to see that any changes in the config menu will allert or automatically email all admin users and make them aware of that change.

    I know that there is the log file available for any changes, but this is not able to be automatically exported.

    If an alert or this log file could be send out on any changes happening, at least more people would be aware and could question the change.


    Thanks for supporting this.

     

    Matthias

  • David Frankenbach
    10.11 Data Upload vs 10.5 Contact Upload1
    Idea posted March 11, 2011 by David FrankenbachJourneyer, tagged Outreach/Marketing Campaigns, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    10.11 Data Upload vs 10.5 Contact Upload
    User Story / Description:

    There appears to be a significant security flaw in the new Data Import Wizard compared to the 10.5 Contact Upload. Data Upload also gives permission to import Answers, Incidents and Organizations. How can we constrain a profile to only be allowed to upload contacts for mailing campaigns and prevent them from corrupting the FAQs or creating thousands of incidents on accident?

  • Lorenzo Terranova
    A list of all possible RightNow client error messages317
    Idea posted December 3, 2010 by Lorenzo TerranovaJourneyer, tagged Other, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    A list of all possible RightNow client error messages
    User Story / Description:

    Hi There RightNow colleagues! Smile

    I wonder if it's possible to make and communicatie some kind of list which shows all known RightNow client error message pop-ups that could come up when working with or in the RightNow client application. It would be great if it would be possible to add the solution or pop-up reasen of that specific error message. I added 1 error message (deadlock error.PNG) that i have seen but i suspect that there are more. I am also familiar with the MYSQL server has gone away message.

    This list and information would help me in my roll as System Administrator with performing a better and more quicker troubleshoot. Does anyone have a lise like this? If yes is it possible to post this?

    Many thanks and regards,

    Lorenzo Terranova

    Picture:
  • Cherrelle Docherty'Ord
    A simpler way to see any 'CC address fields' on the...17
    Idea posted December 14, 2015 by Cherrelle Docherty'OrdRookie, tagged System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    A simpler way to see any 'CC address fields' on the messages tab
    User Story / Description:

    currently we have to view raw data and view in notepad to identify the CC address copied into the email from the customer. This option should be pulled through as part of the thred from the customer

  • Michele V
    Ability to 'lock' a contact's login and password11
    Idea posted March 17, 2010 by Michele VWhiz, tagged System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    Ability to 'lock' a contact's login and password
    User Story / Description:

    We would like to have the ability to lock a contact's login and password so that they cannot be changed.