Collapse
Submit a Service Request
Contact Information for Technical Support
My Service Notifications
Accept and Reject buttons in BUI
Answer ID 12890 |
Last Review Date 09/04/2024
What is the function of the Accept and Reject buttons in Browser UI on a workspace sub-tab in a Workgroup?
Environment:
Oracle B2C Service workspace/workgroup
Resolution:
The Accept/Reject options are part of the workgroup.
The Accept/Reject options are part of the workgroup.
A workgroup helps manage multiple open records by grouping all associated records into a single workgroup. Workgroups apply to incidents, answers, chats (interaction workspace), contacts, opportunities, organizations, and tasks, and other components of the RightNow platform. When an agent has a record open, then opens other associated records, a workgroup is created. If a record opens in a workgroup and it is saved, all records in the workgroup are saved.
Example: The agent has an incident open and would like to open the contact record associated with it, in this case the contact record opens in the workgroup as a subtab.
All sub-tabs, except for the primary record, contain the following buttons:
- Accept - Clicking this button accepts changes made to the record and closes the sub-tab. However, it does not save changes to the database until you click the Save or Save and Close button on the ribbon.
- Reject - Clicking this button closes the sub-tab if you haven't made changes to the record. If you have made changes, a message asks if you want to discard your changes.
Example: The agent receives a chat session, and a new incident is automatically opened for this chat session. If there is an existing incident that the agent would rather associate this chat to, then the agent can "reject" the new incident that is automatically opened for this chat session, and instead associate this chat session to the existing incident.
