Hyperlinks entered into an incident thread are not working properly from within the Oracle B2C Service console. Why not?

Environment:

Oracle B2C Service console
Internet Explorer versions 7, 8, 9, 10

Resolution:

Links working within an Incident thread are dependent on the following Internet setting:

'Web sites in less privileged web content zone can navigate into this zone'

Per the RightNow Environmental Configuration Guide, this option should already be set to 'Enable' or 'Prompt' (for more information on recommended Internet settings, see your specific configuration guide here).

However if the link points to a URL that is in a different security zone than your RightNow site, this option may not be enabled for the link in question. There are two options that Oracle RightNow recommends to resolve this issue:

In Internet Explorer, go to Tools > Internet Options > Security Tab, and then either...

1. Adjust the security level for the Internet zone:

a. Select Internet Zone
b. Click Custom Level
c. Set 'Websites in less privileged web content zone can navigate into this zone' to 'Enable' (or set Internet Zone security level to Medium-high or lower)

- OR -

2. Add the domain name for the link in question (for example *.brokenlink.com) to Trusted Sites, and adjust security level:

a. Select Trusted Sites
b. Click 'Sites'
c. Add domain name, click Close
d. Click Custom Level and set 'Websites in less privileged web content zone can navigate into this zone' to 'Enable' (or set Trusted Sites security level to Medium or lower)