Idea Lab

Send rule-based email to addresses in custom fields (2 Comments)

Fri, 07 Jan 2011 16:36:10 +0000

Idea by A IS

At Drexel University, many incidents we handle in RightNow are created internaly and involve the students' assigned academic advisors and career coordinators. When an incident is acted upon, we need the ability to automatically send updates to the advisors attached to the student (custom contact fields will contain the assigned advisors and email addresses).

A similar issue is when the parent of a student submits an issue via end-user pages on behalf of the student. The parent email is captured in a custom field on the incident, but the parent will never receive an automatic email notification because only the student (contact) gets responses. It is not possible to create a rule to automatically send email notifiations to parents using the custom email field.

I would like the email action within the Incident Rules to allow for more flexibility when selecting recipients. Currently when I use the 'Email Incident Information' action, I can only send to the incident assignee or a selection of static (fixed) email addresses that do not change based on the contact in the incident. I would like to be able to use the rule to send emails to the incident contact and incident creator, as well as recipients based on custom fields on the contact/incident records that contain email addresses (such as an academic advisor or student's parent).

--
Dante Bucci
Systems Analyst, Information & Systems
Office of the Provost
Drexel University, Main 318
office (215) 895-6324

Adding sub-levels to the custom menu field

Tue, 21 May 2013 15:08:47 +0000

Idea by Kyle

While we can create custom fields in a menu format, it's very limited because there's no option to create sub-levels, e.g.

Menu Item 1

Sub-Menu A

Sub-Menu B

Sub-Menu C

Menu Item 2

Sub-Menu A

Sub-Menu B

Sub-Menu C

It's no different than the functionality that already exists with Products & Categories, however these have relationships with answers in the knowledgebase and we frequently have a need to use menus/sub-menu fields such as incidents, contacts, etc.

No need to re-invent the wheel but rather add the option for creating a sub-level field for the current menu item format.

NEAR Operator or NEAR filter (Proximity Search) for Search Knowledebase

Tue, 21 May 2013 20:20:23 +0000

Idea by Stephen Russell

Problem: We have a lot of large PDFs in our KB, so they tend to get assigned a high search weight because nearly every PDF contains every word searched. Users don't want to open each PDF to search independently. They believe some intelligence should be operating behind the scenes when they perform a search. (I feel the same way when I search the RN KB and get a long list of tutorials that also contain all the words in my search, but don't answer the question I'm asking.)

Workarounds: Depending on the search, a few PDFs often contain the answers users are searching for, so excluding them from search or attempting to manipulate their weight assignments aren't good options.

Feature Request: Add support for a "Require NEAR" toggle button that KB searchers may click to require proximity of all the words within each document for it to be returned or for it to obtain a high search weight value. If a proximity value in an implementation were say, five, and two keywords were searched, the keywords must be within five keywords of each other. If three keywords were entered, the first two must be within five keywords of each other and the third must be within five keywords of the second. Alternatively, a NEAR value would default to none, but give users the option to select an integer.

Note that the goal is to include large documents only if they are relevant to the search. The specific implementation is less important, but requiring users to anticipate the need to manually insert an operator between every word would be an annoyance.

Standard Text Visibility - Set visibility of choices via Workspace rules

Wed, 22 May 2013 02:25:03 +0000

Idea by jht

Allow admins to set visibility folders and/or standard text through workspace rules. We have many, many folders and it would be great to limit the folders and/or standard text through workspace rules.

Search Knowledgebase product and category should default to incident details tab values (13 Comments)

Fri, 05 Mar 2010 19:19:33 +0000

Idea by Shail

We would like to have default values for Product and categories selected based on Incident details tab selection for Product and Category.

1. Open an incident
2. In the Details tab, specify a product and a category
3. Go to Messages tab
4. Click Search Knowledgebase

On the Search Knowledgebase window, the Product and Category fields should default to the values in the Details tab's fields.

Exact search that is actually EXACT (5 Comments)

Fri, 11 Mar 2011 16:38:49 +0000

Idea by JHutch2000

Ok, here is the complaint I've gotten over and over from my customers.

If I search for "Words in this order" ... I expect it to find words not only in that order, but also right next to each other.

To give you a real-world example from our KB, if I do an exact search for "FactoryTalk Activations Toolkit", one of the results is a hit for

"FactoryTalk activations from toolkit"

Close, but NOT exact. And it gets even more annoying when the words are placed far apart. I've seen examples where the word toolkit might be two paragraphs later. In that case, I definitely don't want that result from an EXACT search.

As near as I can tell, Exact Search merely searches for keywords in that order, not in that exact word/space configuration. (For instance, "Toolkits in FactoryTalk activations" would not generate the same result as above because the ORDER is different.)

This has caused so much confusion, we have actually disabled Exact Search on our customer pages because the results were NOT exact and caused a lot of customer angst and anger.

Also, on a related note, can we get the search to treat a phrase inside quotes as an exact search? That's how most search engines do it (ie, Google) and that is the behavior people expect. RightNow just pretends the quotes aren't there, as far as I can tell.

(We won't even talk about stemming problems ... Tool is not the root stem of Toolkit. :) )

Custom Fields that can handle Currency (or at least a currency mask on text fields) (24 Comments)

Mon, 22 Feb 2010 20:40:48 +0000

Idea by bkone

Due to our business model we have a need to forecast estimated and/or deferred revenue using custom fields on an Opportunity. Presently we are unable to create a field that be formatted as currency.

Solution Idea 1: Text field where the input populates from right-to-left rather than the current lef-to-right. This would allow us to use a custom text field with a mask that we could then convert to currency in reports.

Solution Idea 2: Currency field that hits the currency table without having to convert it to currencies in reports. This would prevent us from needing a custom field for each currency.

Are there any plans for resolving this issue in the near future??

During an upgrade, carry forward localdic.tlx file (1 Comment)

Tue, 21 May 2013 05:00:17 +0000

Idea by Rachel Kent

Whenever an upgrade cutover is performed carry forward both the userdic.tlx file and the localdic.tlx file.

Currently, every time an upgrade or patch takes place, staff have to start from scratch with using 'Add to Dictionary' as the localdic.tlx file is not carried forward in an upgrade. The current workaround suggested is to export and reimport these files at each upgrade - something our users do not have the ability to do.

Workspace Rule Log

Tue, 21 May 2013 13:25:40 +0000

Idea by kgrady209

It would help to have a workspace rule log just like we have the Service Rule Logs. The rule logs help in developing and troubleshooting workspace issues.

Audit Log (API and Model) (2 Comments)

Fri, 03 Jun 2011 02:16:49 +0000

Idea by Brian Houlihan

There is not good support to be able to read and write to the audit log. Currently you have to do a hack through SQL.

RightNow should provide a Model for Customer Portal users to read/write to the audit log.

Also, RightNow should provide API through RN Connect to read/write to the audit log.

Thanks,

Brian