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Adopting the Rich Text Incident Thread Control
Answer ID 7790   |   Last Review Date 12/18/2018

How do I adopt the Rich Text Incident Thread Control?

Environment:

Workspaces

Resolution:

The Rich Text Incident Thread Control allows full HTML emails to be sent from Oracle Service Cloud, allowing you to create and maintain more modern, professional looking emails.  This control replaces the original Plain Text Thread Control (deprecated in November 2011).  All site administrators should investigate the Rich Text Incident Thread control functionality at their earliest opportunity.

During initial use of the Rich Text Incident Thread Control, all frequently utilized Standard Text should be copied into the HTML dialog (plain Standard Text will be used until HTML Standard Text is created).  A standard report is available that captures Standard Text usage:  \Public Reports\ Common\ Site Administration\ Content Library\ Standard Text Utilized by Agents.

During your investigation of the Rich Text Incident Thread Control it is important to remember the following:

  • All fields should be updated to an HTML equivalent when possible.  URLs sent as part of standard text can be updated to Hyperlinks, for example.  
  • There is no means of reverting to the legacy thread control once it is removed from the workspace so please make an Incident workspace copy initially.
  • The Rich Text Incident Thread control is the only thread control available in the Incident Workspace in the Enhanced Service Console (released in May 2014).


Oracle recommends making all changes on a test site, if possible, or using a production profile that is only associated with a limited number of staff accounts when you begin to adopt the Rich Text Incident Thread Control.  

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