Configuration Settings – Tips II

Oracle Service Cloud has circa 500 configuration settings, which control the platform’s functions. Some of them are commonly used but many are not that well known. Below are a few that you might want to be aware of.

ENDUSER_URLS_ENABLED

This configuration setting will enable the links/URLs sent by customers to agents, during a chat interaction.

By default, and for security reasons, this configuration setting is set to “No”, meaning that links/URLs sent by customer would not be actionable and agents would not be able to just click and open a browser.

CI_HOURS

This configuration setting is related to the Incident Status, and sets the time an incident is on “Waiting” status until the agedatabase utility automatically closes it.

The minimum value is 6 (hours) and the default is 48 (hours). In case you would like to de-activate this you should set it to 0 (zero).

CI_WAITING_CALC_DAYS

This configuration setting is directly linked to the one above (CI_HOURS), as it defines which days of the week are taking into account when CI_HOURS is calculating how long the incident was on “Waiting” status.

By default all days of the week are considered: Sunday, Monday, Tuesday, Wednesday, Thursday, Friday, Saturday. And that is why you see the code “SuMTuWThFSa” in the setting.

If you leave the configuration setting blank, all days of the week will still be considered.

SEC_VALID<…>

There are a few configuration settings (see list below) that control the access to various Oracle Service Cloud areas, based on domain names or IP addresses. When you set these configuration settings you are limiting access only to users or customer who are logging in from the defined domains or IP addresses.

The values you can put on the configuration setting are: domain names (e.g. *.oracle.com), IP Addresses (e.g. 1.2.3.4), or IP Subnet Masks (10.11.12.0/255.255.255.0). Since Aug 2014 release, these settings also support IPv6 addresses (e.g. FE80:0000:0000:0000:0202:B3FF:FE1E:8329)

  • SEC_VALID_ADMIN_HOSTS – access to Admin interface (Console)
  • SEC_VALID_CHAT_API_HOSTS – access to the Chat SOAP interface
  • SEC_VALID_ENDUSER_HOSTS – access to the end-user interface (Customer Portal)
  • SEC_VALID_INTEG_HOSTS – access to the integration interface

24 thoughts on “Configuration Settings – Tips II

  1. One thing to note on the SEC_VALID settings, I believe it is still the case that you cannot use CIDR notation (i.e., /24), you must use the full subnet mask (i.e., 255.255.255.0). Correct me if this has been changed, but I remember this breaking access lists in the past. Great article, keep em coming!

  2. We have all of these set for our interfaces. We especially like to use the SEC_VALID settings to prevent unwanted traffic to our Test sites.

  3. Thank you for the tips Luis! It was good to know more about the ENDUSER_URLS_ENABLED configuration setting.

  4. Good suggestions, an idea I have posted and will revisit with oracle is to put a ‘What is my IP Address” utility in the Hosts settings area. I am tired of typo’s and bad cut and paste episodes 🙂

  5. Thanks for sharing – super helpful! I’ll have to take a look at our CI_WAITING_CALC_DAYS and see how we’re doing it!

  6. We started using the SEC_VALID_ENDUSER_HOSTS for one of our customer portals last year. We do not automatically close our incidents that are waiting, but this was a good reminder of how to change that option.

  7. CI_HOURS and CI_WAITING_CALC_DAYS….two very powerful configs that I don’t see used often enough! Waiting status can be super handy, but only on auto-close! 🙂

  8. I have enabeled ENDUSER_URLS_ENABLED as mentioned, but my links are still inactive (not clickable). And adicse here please? Am I missing something? Thanks

  9. We are few months away from launcing chat and ENDUSER_URLS_ENABLED was very helpful!

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