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Copying an answer
Answer ID 2162   |   Last Review Date 03/18/2019

How do I copy an answer in our site?

Environment:

Answers, Answer Workspace
Oracle Service Cloud, All versions

Resolution:

Copying an Answer as a Stand-alone Answer 

You can copy an answer so that the new answer is a stand-alone answer and is not a sibling to the answer that is copied. That is, the new answer has its own meta-answer ID and can be assigned products and categories independently from the original answer.

In the report grid, right click on the answer to be copied. In the Copy Answer pop-up window, make sure the Create Sibling Relationship check box is clear.

Then, set the Access Level, Language, and Status fields as you wish and specify whether file attachments should be copied and click OK. The new answer opens for editing.

If the NUM_0_COPY_OF_ANSWER_1_LBL message base is set to blank, then no “(Copy of Answer #)” is appended to the subject on copy.  In versions prior to May 2009, the summary of the new answer uses the summary of the original answer and then appends (Copy of Answer X) at the end of the summary so that you can easily distinguish the source of the answer from the original.

See the 'Copy a record' section in current documentation for more information.


Copying an Answer as a Sibling to an Existing Answer

The Copy Answer feature in Oracle Service Cloud is designed to allow you to create sibling answers that are used with the privileged access feature and also with sites that have multiple interfaces that use different languages. Copying an existing answer allows you to create a basis from which to edit or translate the sibling answer.

Since both the original answer and its copy / sibling are in the same meta-answer, you can group your answers in a view by the meta-answer ID. In general, when copying an answer, it is best to use a report or view that allows you to search by the meta-answer ID and includes the meta-answer ID as a column in the view grid. This allows you to find your new answer more easily by searching on the meta-answer of the original answer.

Multiple Languages: You can copy the existing answer from your original interface so that staff working in the secondary interface can easily see the content of the answer that needs to be translated. When you copy an answer that is to be used with another language, you are responsible for providing the translation for the content itself.


Sibling answers are listed on the Relationships tab. If the Siblings section does not display on the Relationships tab, check the Answers workspace and make sure the SiblingsVisible property for the Answer Relationships item is set to TRUE.

To copy an answer so that the new answer is a is a sibling of the existing answer, use the steps below.

  1. In the report grid, right click on the answer to be copied. 
     
  2. In the Copy Answer pop-up window, make sure the Create Sibling Relationship check box is clear. 
     
  3. Then, set the Access Level, Language, and Status fields as you wish and specify whether file attachments should be copied and click OK.

The new answer opens for editing. The summary of the new answer uses the summary of the original answer and then appends (Copy of Answer X) at the end of the summary so that you can easily distinguish the source of the answer from the original.


For additional information, refer to the 'Managing answer relationships' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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