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Renaming thread-type labels within a workspace
Answer ID 9150   |   Last Review Date 12/24/2018

How would we go about renaming our thread-type labels within the workspace?

Environment:

Application Configuration, Workspaces, Incident Threads, Thread-type labels, Keyboard shortcuts
Oracle Service Cloud, November 2011+

Issue:

When moving from the Text (v1) Thread Control to the newer, Rich Text Editor Thread Control found in the Enhanced Console, the Message Bases tied to the thread-type labels within an incident have changed. When we edit those values, the labels do not change.

Resolution:

When using the Text Thread Control (deprecated in November 2011), the ENUM_CUSTOMER_ENTRY_LBL, ENUM_RESPONSE_LBL and ENUM_PRIVATE_NOTE_LBL represent the Customer Entry, Response and Private Note labels respectively within an incident thread.

The corresponding mappings from the Text Thread Control to the Rich Text Editor Thread Control are as follows:

ENUM_CUSTOMER_ENTRY_LBL -> CUSTOMER_ENTRY_C_UHK

ENUM_RESPONSE_LBL -> RESPONSE_R_UHK

ENUM_PRIVATE_NOTE_LBL -> PRIVATE_NOTE_N_UHK

This is shown by the below screen shots:

Image


Image


Above you can see that the modifications made to these Message Bases relate to the entries "Inquiries via Customer", "Agent Response" and "Non-Visible Note". To test you may choose to use the hotkeys Alt+A+C (Customer Entry), Alt+A+R (Response), Alt+A+N (Private Note) to see the impact of these changes.

By making the above modifications to Message Bases you can effectively line up the thread-type labels within Oracle Service Cloud to meet your businesses needs.

If you need further assistance making modifications to these message bases please see the online documentation for your specific version via Answer ID 5168: Documentation for Oracle Service Cloud Products using the search term "Customizing Message Bases".

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