Custom processes - correct/best way to update an answer field (1 Comment)

June 14, 2013, 8:05 am

≫ Next: Hi Using the Api from .Net we are trying to dynamically access a report with... (2 Comments)

≪ Previous: How to update Access Level field in Answer object through SOAP API (1 Comment)

Topic by RobertP

Content

Hi All,

What is the best way to update a field in an answer with RN connect php in a custom process event? I am currently fetching the object, updating a field, and then saving the object. Does this rewrite *all* fields back to the database, or just the one that I updated?

Or, should I create a new object, assign the answer->ID, add my one field that I want to update, and save that new object? Will that work and update only the updated field? Or will it delete all the other data for the fields?

Thanks, Robert

I.e.

Version

May '12

Code Block

$currentAnswer = RNCPHP\Answer::fetch($ans_id);

$currentAnswer->Question = $new_thread;
$currentAnswer->CustomFields->c->last_defect_info_update = time();

$currentAnswer->save(RNCPHP\RNObject::SuppressAll);
RNCPHP\ConnectAPI::commit();

OR should I...  

$newAnswer = new RNCPHP\Answer;
$newAnswer->ID = $ans_id;

$newAnswer->Question = $new_thread;
$newAnswer->CustomFields->c->last_defect_info_update = time();

$newAnswer->save(RNCPHP\RNObject::SuppressAll);
RNCPHP\ConnectAPI::commit();

↧

Hi Using the Api from .Net we are trying to dynamically access a report with... (2 Comments)

January 15, 2013, 3:53 am

≫ Next: Opening a workspace record in background of current workspace (2 Comments)

≪ Previous: Custom processes - correct/best way to update an answer field (1 Comment)

Topic by Ben K

C# code:

...
//Apply the filter to the AnalyticsReport object
                rpt.Filters = (new RightNowLocalSvc.AnalyticsReportFilter[] { new RightNowLocalSvc.AnalyticsReportFilter() });            
                AnalyticsReportFilter filter = rpt.Filters[0];
                filter.Attributes = new AnalyticsReportFilterAttributes();
                filter.Attributes.Editable = false;
                filter.Attributes.Required = false;

                filter.DataType = new NamedID();
                filter.DataType.Name = "dateTime";
                filter.Values = new string[] { RNTReportDateFormat(DateTime.Now.AddDays(-1000)), 
                                               RNTReportDateFormat(DateTime.Now) };                
                filter.Name = filterName;
                filter.Prompt = "incidents.created";
                rpt.Filters[0].Operator = new NamedID();
                rpt.Filters[0].Operator.ID = new ID();
                rpt.Filters[0].Operator.ID.id = 9; // Is Between     RANGE     9
                rpt.Filters[0].Operator.ID.idSpecified = true;                

        RightNowLocalSvc.CSVTableSet thisset = new RightNowLocalSvc.CSVTableSet();
                thisset = rightnowService.RunAnalyticsReport(clientInfoHeader, rpt, Limit, Start);


    private static String RNTReportDateFormat(DateTime dt)
        {
            DateTime unixBase = new DateTime(1970, 1, 1, 0, 0, 0, 0);
            TimeSpan span = (dt - unixBase);
            double unixTime = span.TotalSeconds;
            String rv = Convert.ToString(unixTime);
            return rv;
        }

↧

Opening a workspace record in background of current workspace (2 Comments)

June 14, 2013, 1:39 pm

≫ Next: API received in display mode only?

≪ Previous: Hi Using the Api from .Net we are trying to dynamically access a report with... (2 Comments)

Topic by Jared

When we use EditWorkspaceRecord or CreateWorkspaceRecord, the new incident takes focus as it appears. If the agent is currently typing on another workspace record, their keystrokes start entering into the new one. How can we open a 2nd workspace record the way RightNow does, where it pops up in the background of the current one, and only the tab at the top is visible?

Thanks,

-Jared

↧

API received in display mode only?

July 8, 2013, 2:21 pm

≫ Next: Add FileAttachment to Custom Object via RN Connect Web Service (2 Comments)

≪ Previous: Opening a workspace record in background of current workspace (2 Comments)

Topic by jht

Does anyone know if we can make fields in an incident workspace only display the API XML data elements in the custom fields and/or custom object without writing the data to the RightNow cloud when the record is saved?

We are looking to create a view of the customer order details via order reference number in the service incident using RightNow API to receive the data elements; however, do not want the data stored in the RightNow cloud.

↧

Add FileAttachment to Custom Object via RN Connect Web Service (2 Comments)

July 7, 2013, 11:09 pm

≫ Next: Putting the standard text by clicking a button in a workspace

≪ Previous: API received in display mode only?

Topic by Ross Crockett

Content

Hey,

Has anyone had success in adding a file attachment to a Custom Object using the Connect Web Service API? I can get FileAttachments and do upload via the PHP API but can't figure out how to set the FileAttachmentCommon object in the GenericObject. I've seen exmaples on how to do this with primary objects that offer a setFileAttachments() method, but this isn't an option for Custom Objects (GenericObject).

I require a simple update of a Custom Object that adds a new attachment to the list of FileAttachments. I have attached a code snippet of where I am at, but basically I need help with the section with the comment.

Not sure how to get the FileAttachmentCommon object added as an Object Type DataValue and generic field in the Generic Object. Any help would be great!

Code Block

DataSource dataSource = new FileDataSource("c:\\eadmci\\SOI.pdf");
DataHandler dataHandler = new DataHandler(dataSource);
FileAttachmentCommonList fileAttachmentCommonList = new FileAttachmentCommonList();
FileAttachmentCommon[] fileAttachmentCommon = new FileAttachmentCommon[1];
fileAttachmentCommon[0] = new FileAttachmentCommon();
fileAttachmentCommon[0].setAction(ActionEnum.add);
fileAttachmentCommon[0].setContentType("application/pdf");
fileAttachmentCommon[0].setData(dataHandler);
fileAttachmentCommon[0].setDescription("RightNow CSS User Guide");
fileAttachmentCommon[0].setFileName("RightNowFeb10CssUser.pdf");
fileAttachmentCommon[0].setName("RightNow CSS User Guide");
fileAttachmentCommonList.setFileAttachmentList(fileAttachmentCommon);

GenericObject go = new GenericObject();
RNObjectType appObjectType = new RNObjectType();
appObjectType.setNamespace("MYPACKAGE");
appObjectType.setTypeName("MyCustomObj");
go.setObjectType(appObjectType);

ID id = new ID();
id.setId(1172);
go.setID(id);

//NEED TO WORK OUT HOW TO DO THIS
GenericField field = new GenericField();
field.setDataType(DataTypeEnum.OBJECT_LIST);
field.setName("FileAttachments");
field.setDataValue(fileAttachmentCommonList);

go.setGenericFields(new GenericField[] { field });
RNObject[] updateObjs = {go};
UpdateProcessingOptions options = new UpdateProcessingOptions();
options.setSuppressExternalEvents(false);
options.setSuppressRules(false);
getService().update(updateObjs, options, getClientHeader());

↧

Putting the standard text by clicking a button in a workspace

July 5, 2013, 2:08 am

≫ Next: SOAP: Make Custom Objects Parents of Std. Objects (3 Comments)

≪ Previous: Add FileAttachment to Custom Object via RN Connect Web Service (2 Comments)

Topic by Shreyas Pandhari

Content

Hi,
Hope all are doing fine.

I am designing a business scenario as below:
In an incident workspace, on a tab (say Tab1) I want to put a button "Insert Standard Text" on Tab1. After clicking on this button I want invoke standard text window from where I can select the standard text. The selected standard text should come into the Text area.

Can this be achieved in RightNow. If yes then how?

If it can be achieved using Add-ins then please elaborate more on this.

Please find attached screenshot describing the requirement.

Thanks,
Shreyas

Version

Feb13

Image

↧

SOAP: Make Custom Objects Parents of Std. Objects (3 Comments)

July 5, 2013, 1:26 am

≫ Next: SOAP: Link Incident to Custom Object Parent (5 Comments)

≪ Previous: Putting the standard text by clicking a button in a workspace

Topic by Christopher Farmer

Hi,

I'm trying to link a custom object to a standard object, whereby the custom object has been defined in the Object Designer as a parent of the standard object. Although there is documentation regarding linked standard objects to custom objects whereby the standard object is the parent, I have not been able to find any regarding linking them the other way around.

The foreign key field on the incident is named "Crossing" and it is using this field that I have been trying to link it to the custom object. I've been using the code outlined in the "Working with Custom Fields > Set a Custom Field" section of the SOAP documentation, but I keep receiving the following error:

"Could not find property for given key: Crossing

While processing GenericField: c

While processing GenericFields[0]: c

While processing Incident->CustomFields(rng_v1_2::GenericObject)."

The reports explorer suggests that there is a custom field "NR$Crossing" in the incident table ("NR" being the name of the namespace in which the custom object resides), which I have also tried with the same results.

Could anyone tell me where I'm going wrong or point me in the direction of some documentation on this please?

This project is supposed to be completed by the end of today, so I'd really appreciate any suggestions anyone has ASAP!

Thanks very much.

↧

SOAP: Link Incident to Custom Object Parent (5 Comments)

June 18, 2013, 7:34 am

≫ Next: Agent Declined Chat when agent did not decline chat

≪ Previous: SOAP: Make Custom Objects Parents of Std. Objects (3 Comments)

Topic by Christopher Farmer

Content

Hi,

I'm trying to create a new incident and link it to an existing custom object, which is a parent of the incident.

There is a child field property, which links an incident to this custom object, called (for the purpose of this question) "ChildField".

I'm setting the GenericObject object type's typename to "IncidentCustomFieldsc", which I've determined from one of the examples in the documentation which indicates how to link custom objects to contact records through the "ContactCustomFieldsc" property.

When I run this code, I receive the following error:

"Could not find property for given key: TypeName
While processing Incident->CustomFields(rng_v1_2::GenericObject)."

To confirm, if I comment out these lines and do not set any custom fields for the new incident, no error is thrown and the incident is successfully created.

Any ideas where I'm going wrong with this? The child field property is definitely set correctly, so I think the problem may lie around the typename of the GenericObject's object type.

Any help is greatly appreciated.

Many thanks.

Version

Feb '13

Code Block

                GenericObject genObj = new GenericObject {
                    ObjectType = new RNObjectType {
                        // The name of the object that represents incident custom fields
                        TypeName = "IncidentCustomFieldsc"
                    },

                    GenericFields = new GenericField[] {
                        // Link the incident to the CO 
                        createGenericField("ChildField", ItemsChoiceType.NamedIDValue, new NamedID {
                            ID = new ID {
                                id = lcId,
                                idSpecified = true
                            }
                        })
                    }
                };

Image

↧

Agent Declined Chat when agent did not decline chat

July 10, 2013, 8:03 am

≫ Next: Suppressing exceptions from AddIn within RightNow (1 Comment)

≪ Previous: SOAP: Link Incident to Custom Object Parent (5 Comments)

Topic by Jared

I'm getting an "Agent Declined Chat" error from 3PQ Chat immediately following a successful chatrouted response. The agent is logged in fine. The code works fine in other sites, but not this one. What's causing this?

-Jared

↧

Suppressing exceptions from AddIn within RightNow (1 Comment)

July 10, 2013, 9:55 am

≫ Next: RunAnalyticsReport doesn't work when using more than 1 Filter (2 Comments)

≪ Previous: Agent Declined Chat when agent did not decline chat

Topic by Jared

Content

There are 2 issues here. First, the attached image shows an exception that we received which looks to be a RN issue. Let me know if there is anything we can do about this, as the customer saw it and we'd like to have a good response for it.

The other issue is related, and more important. We recently saw a popup similar to this which was from a nullreference exception in our AddIn code that was caught and handled internally. I've never seen these kinds of internal errors popup to the desktop before. Is there a setting within RightNow where we can suppress these kinds of popups, or is there perhaps a setting within Windows we need to research?

Thanks!

Image

↧

RunAnalyticsReport doesn't work when using more than 1 Filter (2 Comments)

July 8, 2013, 12:30 pm

≫ Next: Create API is not working when I invoke the soap request(using v1_2) to the Rightnow INstance(V1.1)

≪ Previous: Suppressing exceptions from AddIn within RightNow (1 Comment)

Topic by Walter Kamp

Content

When I run the function with one of the 2 report filters, everything works fine.
As soon as I add the 2nd filter, exception is thrown: 500 - internal server error.

Tried this in a simple test app and a simple test report. Can't get this function working with more than 1 filter.

Did someone get this working in a 2013 version?

Version

May 2013

↧

Create API is not working when I invoke the soap request(using v1_2) to the Rightnow INstance(V1.1)

July 11, 2013, 1:41 am

≫ Next: Desktop Integration Javascript Errors

≪ Previous: RunAnalyticsReport doesn't work when using more than 1 Filter (2 Comments)

Topic by Prabhat Ranjan

Hi , I am trying to invoke the the soap request with this body.(Using Connector webservice to soap) to Rightnow Instance which is still refering v1.1

<soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/" xmlns:v1="urn:messages.ws.rightnow.com/v1_2" xmlns:v11="urn:base.ws.rightnow.com/v1_2">
       <soapenv:Header>
        <ns7:ClientInfoHeader xmlns:ns7="urn:messages.ws.rightnow.com/v1_2" soapenv:mustUnderstand="0">
            <ns7:AppID>Basic Update</ns7:AppID>
        </ns7:ClientInfoHeader>
        <wsse:Security xmlns:wsse="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-wssecurity-secext-1.0.xsd" mustUnderstand="1">
            <wsse:UsernameToken>
                <wsse:Username>xyz</wsse:Username>
                <wsse:Password Type="http://docs.oasis-open.org/wss/2004/01/oasis-200401-wss-username-token-profile-1.0#PasswordText">xyz</wsse:Password>
            </wsse:UsernameToken>
        </wsse:Security>
    </soapenv:Header>
   <soapenv:Body>
<ns7:Create xmlns:ns7="urn:messages.ws.rightnow.com/v1_2">
   <ns7:RNObjects xmlns:ns4="urn:objects.ws.rightnow.com/v1_2" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:type="ns4:Organization">
     <ns4:Name> Oracle RightNow_5</ns4:Name>
</ns7:RNObjects>
<ProcessingOptions>
        <SuppressExternalEvents>false</SuppressExternalEvents>
        <SuppressRules>false</SuppressRules>
     </ProcessingOptions>
</ns7:Create>
   </soapenv:Body>
</soapenv:Envelope>

Here it is refering that Version v1_2. but my instance is still refering older version v1.1 so I am trying to invoke the above request. it is giving response

500 error

javax.xml.ws.soap.SOAPFaultException: Service not yet found
    at com.sun.xml.ws.fault.SOAP11Fault.getProtocolException(SOAP11Fault.java:189)
    at com.sun.xml.ws.fault.SOAPFaultBuilder.createException(SOAPFaultBuilder.java:122)
    at com.sun.xml.ws.client.dispatch.DispatchImpl.doInvoke(DispatchImpl.java:187)
    at com.sun.xml.ws.client.dispatch.DispatchImpl.invoke(DispatchImpl.java:206)

So could you please tell me what is wrong with that. because it should support backward compatibity.. DO we need to upgrade or instance or without upgrading it should invoke correctly..or anything I am doing wrong.

I am seeing this issue for all api, Create, Destory update etc......

Appreciate your response

Thanks

Prabhat Ranjan

↧

Desktop Integration Javascript Errors

July 11, 2013, 8:28 am

≫ Next: 13.2 Workspace Add-in Problems (1 Comment)

≪ Previous: Create API is not working when I invoke the soap request(using v1_2) to the Rightnow INstance(V1.1)

Topic by Marv Ferrer

Content

Does anyone knows how to access the Developer Tools within the browser control in a workspace? I wish it's as accessible as the Inspect Element tool in Chrome and Firefox. It can only be accessed when you press F12 in IE. It's not even available from the content menu.

Currently, identifying specific error(s) is completely by trial-and-error basis. I have no clue which lines are affected and the type of errors I'm receiving. I can create alerts/notifications to indicate which line fails; this is very inefficient and time-consuming.

Thanks in advance.

Regards,
Marv

Version

Aug 11 (upgrading to Feb 13 this month)

↧

13.2 Workspace Add-in Problems (1 Comment)

July 1, 2013, 9:02 am

≫ Next: How to get Answers by Product or Category using RightNow Service API or using RightNow KF Service...

≪ Previous: Desktop Integration Javascript Errors

Topic by Justin Young

Content

We are in the process of upgrading from 11.11 to 13.2. We had a workspace add-in that was working perfectly in 11.11. We cloned the 11.11 site and upgraded it to 13.2. I deleted the add-in from the add-in manager, updated the DLL references, and made a couple of changes related to the format of calls to get custom fields. I re-uploaded the add-in and gave it the necessary permissions. However, when I go into the workspace designer to re-add the add-in to the workspace, it does not give me the option to do it.

Has anoybody ever seen this?

Version

13.2

Image

↧

How to get Answers by Product or Category using RightNow Service API or using RightNow KF Service...

July 12, 2013, 2:57 am

≫ Next: Creating new opportunity from incident workspace not using custom opportunity workspace

≪ Previous: 13.2 Workspace Add-in Problems (1 Comment)

Topic by Abhishek Shrivastav

Content

We need to get Answers by Product or Category using RightNow Service API or using RightNow KF Service API I found a sample in RightNow KF Service API documentation. Code is as shown bellow. But this code sample takes the "SearchTerm" parameter "Beatles" in the line- SearchResponse searchResponse = _client.SearchContent(_header, _knowledgeInteractionId, "Beatles", contentFilters, true, true, 10, searchOrigin, null, null, 0); But we need to get Answers only based on Product and/or Category we do not want to provide any "SearchTerm". How can we achieve this? Any other ways to achieve this will also be appreciated.

Code Block

public void FilterSearchByProduct() {     ServiceProductContentFilter[] contentFilters = new ServiceProductContentFilter[1];     ContentSearchOrigin searchOrigin = new ContentSearchOrigin();           contentFilters[0] = new ServiceProductContentFilter();     NamedIDHierarchy serviceProduct = new NamedIDHierarchy();     serviceProduct.ID = new ID() { id = 89, idSpecified = true };     contentFilters[0].ServiceProduct = serviceProduct;           searchOrigin.ID = new ID() { id = 1, idSpecified = true };           SearchResponse searchResponse = _client.SearchContent(_header, _knowledgeInteractionId, "Beatles", contentFilters, true, true, 10, searchOrigin, null, null, 0);           System.Console.WriteLine("Content Request Status Information:");     System.Console.WriteLine("Description: " + searchResponse.Status.Description);     System.Console.WriteLine("Elapsed Time(ms): " + searchResponse.Status.ElapsedTimeInMilliSeconds);     System.Console.WriteLine("Status Name: " + searchResponse.Status.Status.Name);           int count = 1;     System.Console.WriteLine("\n--------------Begin Search Results --------------");           foreach (SummaryContent summar

↧

Creating new opportunity from incident workspace not using custom opportunity workspace

July 12, 2013, 6:51 am

≫ Next: 3PQ Chat Server is intermittently not seeing incoming chats (1 Comment)

≪ Previous: How to get Answers by Product or Category using RightNow Service API or using RightNow KF Service...

Topic by Chris

Good Morning,

I have been searching the RN KB and also through the forums hoping to find an answer to this issue, but have not had any luck. I am hoping that someone will be able to point me in the right direction. We are trying to use the New Opportunity quick access button in the ribbon on a new incident to create a new opportunity. The problem is when we use the button the workspace that opens is the Service Opportunity standard workspace and not the custom designed one we have created and assigned to the profile. Is there a setting for this that I am missing? I had assumed that it would automatically use the workspace defined for the profile, but it does not.

Thank you for any help you can provide.

Chris

↧

3PQ Chat Server is intermittently not seeing incoming chats (1 Comment)

June 28, 2013, 4:43 pm

≫ Next: RightNow integration with SAP

≪ Previous: Creating new opportunity from incident workspace not using custom opportunity workspace

Topic by Jared

I've seen this on rare occasions intermittently, but yesterday it happened repeatedly for long enough to catch it. I was able to submit chats, using the same configuration which was successfully working only a few minutes before, which 3PQ Chat Server could not see.

I could see the chats appearing in chats_rt table using a report, but they never triggered a RNChatQueuedMessage. I waited 8 minutes one time to be sure, since sometimes chats appear after a minute or so, and the chat was never seen in the event stream.

Here are a couple of items where this happened:

Server: https://bcvipdo02.rightnowtech.com/Chat-WS/services/wschatuq?pool=272:2

ChatIds: 479, 480

Please advise what we can do to research/resolve this issue when it comes up.

Thanks,

-Jared

↧

RightNow integration with SAP

July 13, 2013, 5:45 am

≫ Next: Query : Old and New values of a custom field

≪ Previous: 3PQ Chat Server is intermittently not seeing incoming chats (1 Comment)

Topic by ARY EPPEL

Hello,

We need to get data from SAP ERP and display it on RightNow. In particular we need to have billing and payment data, and check SAP product inventory for product abailability before creating a Quote.

Can you recommend the best way to do this? Should I use Add-Ins? There are prebuild connector between RN and SAP?

Thanks in advance!!

Regards,

Ary

↧

Query : Old and New values of a custom field

July 15, 2013, 3:21 am

≫ Next: Questions about external application integration (2 Comments)

≪ Previous: RightNow integration with SAP

Topic by TRJ

Content

We are planning to use CPM to build an audit log feature, similar to Oracle triggers, wherein upon any update/delete, CPM code will capture the custom field old and new value and update it in a custom object

Is this approach correct? Has anyone tried to build similar functionality using RightNow? Iam looking for ideas on this

Version

May2013

↧

Questions about external application integration (2 Comments)

October 8, 2012, 7:21 am

≫ Next: issue while deploying workspace addin (1 Comment)

≪ Previous: Query : Old and New values of a custom field

Topic by Yiğit Demirbaş

Content

Hello,

In our company we are using some external softwares for call management and SMS management. Now we want to fully integrate them with RightNow. RightNow Connect API has enabled us to successfully integrate with these programs but we are looking for more automation.

What we want to do now is when we upload a table to RightNow and RightNow triggered to send a template from the transcational mailings, we also want to trigger external API commands (sending SMS for instance)

Is there any way or workaround to achieve this with RightNow Connect?

Also, Is there a way to access IList cell attributes when using a Workspace Ribbon Button from a report? If there is no way to trigger API commands when using business rules, we are thinking of a workaround using this approach.

Any idea and contribution is more than welcome.

Regards,

Version

November 11

↧