Workaround

Remove "Add as Link" from KW reports

Tags: 

When an agent clicks on the 'Search Knowledge' or 'Smart Assistance' button from the Chat workspace, the report displays the answer. These answers have a option of "Add as link" option. I want to remove this option from the result and just have "Add as text" and "view".

Pls see the attached screenshot. Is there any way, I can remove the "Add as link".

Disabling automatic re-sizing of workspace add-ins

The Problem

You want to add a control to the table that so often exists at the top of a workspace. So you create a label and a workspace config to allow it's width to be adjusted. You then meticulously count pixels until your label fits perfectly with the other labels already in the column. (This could probably be considered a defect, or at least a very nice to have enhancement). However, once you load your workspace with a record the size of your label is off.

Workspace Config

Updated: SP5 (in CX 13.2) Commit Bug w/ active CPM

Updated 2013-12-17: Additional tests found that this issue only manifests when a CPM is active on an object. The post has been updated to reflect the new findings

Supplying Contextual Report Filters to CBO Reports in Customer Portal

In Customer Portal you may notice that much of the content is supplied by Analytic Reports that are filtered by the ID of the logged in Contact. An example of this is the list of submitted Incident's found on the Account Overview page (/app/account/overview).

The framework automatically adds a Contact ID filter for Incident type reports as well as Answer type reports. Unfortunately this contextual filter is not automatically added for any other object types.

Implementing WS-Security Digest Password with Nonce in .NET 4.0+ (WCF)

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The .NET framework has some really great tools for consuming SOAP web services, but this support is limited to certain flavors of SOAP. When it comes to authentication methods supported in the SOAP protocol, .NET and WCF (Windows Communication Foundation) have a few surprising gaps. An especially painful deficiency is that WCF does not support service authentication through digest passwords with nonce, which is a WS-Security standard that is very popular with services developed on a Java stack.

Agent SSO Lessons Learned: SAML and Security Zones

Configuring SAML SSO for the CX Agent Console is always a painful process. Online documentation is vague and mostly lacking. Additionally, there is absolutely no way to debug a problem when your initial configuration fails. There are no available logs and the visible error message gives no indication of what specifically failed. There is some ability to have tracing enabled, but RightNow Customer Care will not do so willing.

CPMs: Triggering CPMs from Business Rules

UPDATE!

This functionality is now available in the May 2014 release! View the May 2014 release notes for details.

The Case of the Disappearing Navigation Section AddIn

On a recent project many agents reported issues with their CX Desktop because a very, very important component was mysteriously missing. This particular component was a Navigation Section AddIn that enabled an important integration with the client's external systems. After a lot of time spent triaging and debugging, we finally found the reason why this AddIn would disappear from some agent's consoles.

Force Reset and the SOAP API

This error/quirk was originally found by Ben, but I thought it was worth posting about just for future reference.

CP 3.0 Nested Custom Widget Deployment Bug

In CP Framework Version 3.0, nested widgets behave differently depending on whether you are in development mode or staging/production.

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