Hello! We have cases that are generated via an inbound action which trigger a child task to be created. From this task, we would like to reply to/forward the original email (currently resides on Case) via the activity stream. All efforts to copy th...
How can we access or view case responses if we closed the case? We have tried several options, like defaulting the case status back to Ready when a response was provided but this just caused our case aging to grow and we were receiving just comments ...
The OOB Knowledge Article Comments widget uses a MCE editor for the user to fill in the text box on the portal. But it makes the comments on the platform side include html tags so if a user goes kinda crazy with the MCE editor it makes the comments h...
I have a Display business rule to flag the checkbox "u_has_attachments" on Case task table to check if the record has attachments, but this is not working in Customer service scope and getting an error "Function hasAttachments is not allowed in scope...
Hello, Is there a way to give a user administrator rights for the entire CSM application? I could not find a specific CSM Admin role. Wanted to check if and how this can be achieved. Thanks,Sushant
Hello, I have added the "KB Article Comment" widget to my page and it is not displaying at all. Any thoughts? Does it require another widget or a parameter to display? When using the Page Designer, I dragged the widget over and it doesn't show up a...
I need to pass data from one widget to another widget, second widget display over spModal popup. In widget 1 , below is the code for calling spModal and adding widget: $scope.getdata = function(data){spModal.open({title: "Invoice Detail - #"+d...
What is the case action status means. What are those blue and red indicators indicate in the Action Status field on the form? Is it useful?
How to reduce the closed abandoned interaction's in chat conversations ? Also please advise the process on how can we find which agent is going to pick for the current chat activity.
Hi There is an add attachment button on the portal catalog item.I want to change the position of the add attachment button for each item. It's currently at the bottom of the screen, but for some catalog items I'd like to place it at the top. Please t...
We want to send attachments using the Additional Comments field
Hi Everyone, For some reason duplicate cases are creating at the same time with different number. Can anyone help me on this what's the reason for this?
Is there a way to set a field by applying a Template and not overwrite anything that might be in the field already?
What is the exact difference between Account and Consumer wrt to Case.
Hi everyone, Does anyone know if 'Active SLA' ribbon show in CSM Workspace can be modified? I cannot find where do that. Thanks in advance. Dennis.
