Can anybody please help me what is target wait time?
I have set target wait time as 45 sec.Then also available agent is able to accept the case after 45 sec.
Forum Posts
Resolved! How can a admin can change the KB article ownership?
We have over 1000 articles written by an ex-employee and we would to change those to the application owner now. If we checkout an article, we cannot see the author option. Any suggestions? Thanks.
Resolved! Issue adding accounts to Hi Portal
Hi - We have a 3rd party support partner who I would like to give access to our Hi portal to enable them to log cases on our behalf of our instances. I have successfully added one account who is new to their team however when trying to add two others...
Reporting for Work Order Tasks
I'm setting up Field Service Management and I'm thinking about how I'll report on Work Order Tasks. My scenario is non-IT related, with my field agents doing physical activities like cleaning, plumbing and electrical. I can create Work Order Tasks a...
Resolved! How to set variable to Mandatory and visible on Task1, once task closed, Set it to Read only for all other tasks
Hello Experts! I have a service request workflow set up where i have few catalog tasks created. I want variable 1 set to mandatory and visible for TASK 1, Stage "fulfillment 1" . Once the task is closed, i want Variable 1 to be read only for the rest...
Resolved! Customer Service Management using sys_user table for customer_contact table
Hallo community,I need some help pretty please. CSM information seem on the scarce side. Having a hard time understanding the idea behind CSM's oob config and purpose. It seems to be focused on external customers rather than supporting users inside o...
What is Default Work Item Size, Assign to field, Assignment group field in service channel form and Target wait time in Queues form?
Please help me to understand these terms
Resolved! Updating the CSM Unified Portal Header Menu Widget
Hi, I'm trying to improve our portal menu structure and looks like the CSM Unified Portal Header Menu Widget is the header widget I need.I've added around 10 menu items but only 5 columns are displayed: Does anyone know an easy way of expanding thi...
Resolved! How do I get closed Case Related Records to show up in this Widget?
Hello All - There is a widget in CSM called "Case Related Records" I have done some ACL work so that external Contacts can see this widget if there is an RITM associated with the Case record they are viewing. If the click on the RITM link they get a ...
Resolved! Cancel KB article
Hi we have a option to propose a new KB Article in our Incident Form, when the agent does not able to find a suitable one for the issue. This floods articles in our Knowledge Manager Queue and most of them are duplicate/not needed. Currently we move ...
Resolved! After checkout, is there a means to revert the knowledge article to its previous version?
Use case: - knowledge article is drafted and published (version 1.0) - use [Checkout] to create a new draft (version 1.02) - abandon the changes and restore the original version as the latest (version 1.0) Our findings are that the out-of-the-box sys...
External users not able to download attachments on the knowledge article in customer service portal
Hi, I have created an article in customer service Knowledge base and gave read access to all contacts on Knowledge base level and on the knowledge article level I gave read access to contacts belonging to one particular account with name Demo. I add...
Resolved! Nested categories/sub categories in KM portal
Does anyone have any information on when knowledge category/sub-category nesting will be available OOB on the CSM portal view? Specifically, i refer to the functionality to select a top level category and view all articles in each of the sub categori...
Resolved! Update field on Closed Cases
We recently introduce a new "Manufacturer" field on the Case form.Due to some reporting needs, we need to update all cases to assign this value; however, we cannot do this on Closed Cases. - Is there any other way to update this "Manufacturer" field ...
Resolved! Not able to get Chat request in Agent workspace ??
Hi All, I have configured Agent workspace in my instance but when I am trying to connect thorough the live chat agent from CSM or CSP portal I am not able to get any chat request in my mail box . Agents role- awa_agent CSM fulfiller UI -connect when ...
