Agent Browser UI: Oracle Rich Text Editor in Incident Threads

A new rich text editor is now in the thread control of the incident standard object.

The Font Size and Font Family icons in the toolbar have a new look and feel but will have the same functionality prior to the 25A update.

The icon to add a link to text is slightly different as well. The agent will click on the link icon and a new dialog will appear to enter the URL.

To unlink, the agent will need to click on the same icon and clear the URL.

The Cut, Copy, and Paste icons will not display in the rich text editor, however the right click menu and the short cut keys (Ctrl + x, Ctrl + C, and Ctrl + V) will work as expected.

Font Toolbar Icons

Linking Toolbar Icon

Business Value:

Allow agents to format text in varies ways making email threads easier to read and enhance the user experience.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

This feature is part of the BUI Mar i release and was pushed to non-production sites on 2/20/2025 and pushed to production sites on 3/6/2025