Topic by jraynor

Content

I am trying to set an Incident Channel to Email using an Add-In created in .NET.  Within the RN environment, if I go to Configuration, Service, Channels, I can see the ID number for each channel by placing the mouse over them, but not all of them seem to match. For example Email is supposed to be 9, but this one does not work and defaults to Phone, Store is supposed to be ID 1003, but somehow Chat is found at Channel ID 1003 instead (Chat should be ID 8). Am I looking for in the wrong place for Channel IDs? Or is there a better way for this? Code snippet provided

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Topic by Prasad Mokkapati

Content

Hi Team,

we are using CTI integration for creating incidents, same is working for some profiles but for some profile incident workspace is freezing when creating new record. i have verified those profile setting and seems they both have same settings. can you please someone help me, are they any other places to check for CTI specific setting, please help me...

current version of IE version is 9

Thanks

Prasad

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Topic by Simon Bourigault

Hello,

I got the "Getting started - Java-Axis2" tutorial to work. I am now trying to setup a TCP/IP monitor in eclipse in order to check SOAP requests.

I set up the monitor to target Host mysite.custhelp.com, on port 443 with Type TCIP/IP.

I also changed the RightNowSyncServiceStub() constructor so that it call : this("http://localhost:8888/cgi-bin/myinterface.cfg/services/soap") ;

However, when I run the program, the monitor does receives request from the client, but as far I can tell it's not receiving answers from the actual server. So, to the client, the server is not responding.

Does anyone knows how I should set this up ?

Thanks !

Topic by Hyman Tanner

Content

We are getting ready to deploy our OSC site to production, but before we do that we are trying to review all of the "rules" we have created.  I have searched this topic for nearly a week and have not been able to find any support to get the answer on how to do this.  We have tried using Connect Object Explorer but have not found a way to get this information.  Oracle support says "we are a break-fix support, not "user support," so we are on our own to find an answer.

Is it possible to connect directly to the OSC DB to review the base table information? How can we do that?  Assuming Yes, what is the table(s) in the MySQL database that contains the rules?

Thanks for your help, in advance.

Hyman

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Topic by Pramod V

Content

Hi Folks,

I have tried to synch OSvC and OSC w/o ICS. I am able to successfully create a record from OSvC to OSC using async CPM. However, I am not able to do so w.r.t. OSC.

Every time I end up getting a Timestamp Invalid error or A class must be of RNObject derivative. Following is the post in OSC community(needs OPN login) where my colleague has updated with information. No matter how much ever we try from Sales cloud trigger events(all permutation and combination) we end up having this error.

My speculation is - Is this disabled because to promote ICS as it supports by default or is there any other config setting that needs to be enabled from OSvC end or I am doing something wrong?!?!

Any thoughts are welcome,

ps: I know this is a place for OSvC but if there is any config setting needs to be done to make this work, then I am game.

Thanks in advance,

Pramod V

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Topic by Balu Venu

Hi All,

I was writing a script for data import via Connect PHP.While testing I found out that certain characters when inserted throw out a Database error

"Cannot save/update: Contact(ID=0): DB API Error Cannot save/create: Contact due to a previous fatal error: DB API Error Cannot save/create: Contact due to a previous fatal error: DB API Error"

I tried inserting the names after treating with  utf8_encode and utf8_decode. Then the error was gone, but instead of the special character, a "?" symbol is coming up in the console. An example of such a special character is "ễ". Is there anyway that I can insert such characters into Rightnow? Any help would be greatly appreciated.

Thanks in Advance,

Balu

Topic by vijay kalidasan

Content

Emails sent from RightNow, acknowledgment emails (receipt emails) and response emails are getting into the spam folder of the recipient (contacts). We are using "Oracle Managed Mailboxes" for our org and we are sending emails to the recipients (contacts) by using the customer domain in "Friendly From / Branded Address" option.We are using this standard option to replace "@custhelp.com" with the actual domain of the customer, so as to brand the email message

We are facing the same issue when we forward incidents to an external email id.

Please let us know if this is a common issue faced by most of them and how do go ahead and resolve it.

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Topic by suresh tumati

Content

I am using below sample code to create contact with custom field. Keep getting below error.

Custom field with update contact is working fine, but I am trying to create contact with custom field could n't succeed. any advise or sample code could be really appreciated....

Error:

         <faultstring>Data element in the Message is NULL</faultstring>
         <detail>
            <fault>RightNowSyncService|urn:wsdl.ws.rightnow.com/v1_3 failed
Found out-of-order or unrecognized node CustomFields|urn:generic.ws.rightnow.com/v1_3 while parsing node of type Contact|urn:objects.ws.rightnow.com/v1_3
Failed in constructing object CreateMsg : NULL input can not be deserialized
Failed in setting value for element RNObjects array position 0 of object CreateMsg
Failure in setting value for object Create element Create of type messages_ws_rightnow_com_v1_3::CreateMsg
NULL returned from the Create deserializer due to missing or invalid XML</fault>
         </detail>

Please see sample code in code block  

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Topic by Farhad Pagdiwala

Content

We are having issue while updating CustomerAddress object, which is a custom object.

This object contains a NamedID type column called Purpose, which stores a value 1 for Bill_To or 2 for Ship_To.

The incoming XML Payload coming from Oracle EBS after applying XSLT is the one below:

  <?xml version="1.0" encoding="UTF-8"?>
  <RNObjects xmlns:rn_cr="urn:generic.ws.rightnow.com/v1_3" xmlns:rnb_v1_3="urn:base.ws.rightnow.com/v1_3" xmlns:xsi="http://www.w3.org/2001/XMLSchemainstance">
     <GenericFields dataType="STRING" name="Address1" xmlns="urn:generic.ws.rightnow.com/v1_3">
        <DataValue>
           <StringValue>Statteggerstrasse 18-2</StringValue>
        </DataValue>
     </GenericFields>
     <GenericFields dataType="STRING" name="City" xmlns="urn:generic.ws.rightnow.com/v1_3">
        <DataValue>
           <StringValue>Graz</StringValue>
        </DataValue>
     </GenericFields>
     <GenericFields dataType="STRING" name="PostalCode" xmlns="urn:generic.ws.rightnow.com/v1_3">
        <DataValue>
           <StringValue>A-8045</StringValue>
        </DataValue>
     </GenericFields>
     <GenericFields dataType="STRING" name="CountryCode" xmlns="urn:generic.ws.rightnow.com/v1_3">
        <DataValue>
           <StringValue>AT</StringValue>
        </DataValue>
     </GenericFields>
     <GenericFields dataType="INTEGER" name="party_site_id" xmlns="urn:generic.ws.rightnow.com/v1_3">
        <DataValue>
           <IntegerValue>8119</IntegerValue>
        </DataValue>
     </GenericFields>
     <GenericFields dataType="NAMED_ID" name="Purpose" xmlns="urn:generic.ws.rightnow.com/v1_3">
        <DataValue>
           <NamedIDValue>
              <ID id="2" xmlns="urn:base.ws.rightnow.com/v1_3"/>
           </NamedIDValue>
        </DataValue>
     </GenericFields>
     <GenericFields dataType="NAMED_ID" name="Status" xmlns="urn:generic.ws.rightnow.com/v1_3">
        <DataValue>
           <NamedIDValue>
              <ID id="1" xmlns="urn:base.ws.rightnow.com/v1_3"/>
           </NamedIDValue>
        </DataValue>
     </GenericFields>
  </RNObjects>

The update XML payload been passed to Oracle Service Cloud engine is:

  <?xml version="1.0" encoding="UTF-8"?>
  <Update xmlns="urn:messages.ws.rightnow.com/v1_3">
     <RNObjects xmlns:p0="urn:generic.ws.rightnow.com/v1_3" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xsi:type="p0:GenericObject">
        <ID id="143" xmlns="urn:base.ws.rightnow.com/v1_3"/>
        <ObjectType xmlns="urn:generic.ws.rightnow.com/v1_3">
           <Namespace>CO</Namespace>
           <TypeName>CustomerAddress</TypeName>
        </ObjectType>
        <GenericFields dataType="STRING" name="Address1" xmlns="urn:generic.ws.rightnow.com/v1_3">
           <DataValue>
              <NamedIDValue>
                 <ID id="" xmlns="urn:base.ws.rightnow.com/v1_3"/>
              </NamedIDValue>
              <StringValue>Statteggerstrasse 18-2</StringValue>
           </DataValue>
        </GenericFields>
        <GenericFields dataType="STRING" name="City" xmlns="urn:generic.ws.rightnow.com/v1_3">
           <DataValue>
              <NamedIDValue>
                 <ID id="" xmlns="urn:base.ws.rightnow.com/v1_3"/>
              </NamedIDValue>
              <StringValue>Graz</StringValue>
           </DataValue>
        </GenericFields>
        <GenericFields dataType="STRING" name="PostalCode" xmlns="urn:generic.ws.rightnow.com/v1_3">
           <DataValue>
              <NamedIDValue>
                 <ID id="" xmlns="urn:base.ws.rightnow.com/v1_3"/>
              </NamedIDValue>
              <StringValue>A-8045</StringValue>
           </DataValue>
        </GenericFields>
        <GenericFields dataType="STRING" name="CountryCode" xmlns="urn:generic.ws.rightnow.com/v1_3">
           <DataValue>
              <NamedIDValue>
                 <ID id="" xmlns="urn:base.ws.rightnow.com/v1_3"/>
              </NamedIDValue>
              <StringValue>AT</StringValue>
           </DataValue>
        </GenericFields>
        <GenericFields dataType="INTEGER" name="party_site_id" xmlns="urn:generic.ws.rightnow.com/v1_3">
           <DataValue>
              <IntegerValue>8119</IntegerValue>
              <NamedIDValue>
                 <ID id="" xmlns="urn:base.ws.rightnow.com/v1_3"/>
              </NamedIDValue>
           </DataValue>
        </GenericFields>
        <GenericFields dataType="NAMED_ID" name="Purpose" xmlns="urn:generic.ws.rightnow.com/v1_3">
           <DataValue>
              <NamedIDValue>
                 <ID id="2" xmlns="urn:base.ws.rightnow.com/v1_3"/>
              </NamedIDValue>
           </DataValue>
        </GenericFields>
        <GenericFields dataType="NAMED_ID" name="Status" xmlns="urn:generic.ws.rightnow.com/v1_3">
           <DataValue>
              <NamedIDValue>
                 <ID id="1" xmlns="urn:base.ws.rightnow.com/v1_3"/>
              </NamedIDValue>
           </DataValue>
        </GenericFields>
     </RNObjects>
  </Update>

We are receiving a below error message while update record in CustomerAddress:

SOAP fault from Item: RightNowSyncService|urn:wsdl.ws.rightnow.com/v1_3 failed
Found out-of-order or unrecognized node while parsing node of type DataValue|urn:generic.ws.rightnow.com/v1_3
NULL value is set to a non-nillable element GenericFields of object GenericObject
Failed in setting value for element GenericFields array position 0 of object GenericObject
NULL value is set to a non-nillable element RNObjects of object UpdateMsg
Failed in setting value for element RNObjects array position 0 of object UpdateMsg
NULL value is set to a non-nillable element Update of object Update 
NULL returned from the Update deserializer due to missing or invalid XML

From the message being passed to Service Cloud, I see that Named_ID element is passed for all the other elements, which is wrong.

I don't know what is wrong here or what I'm doing wrong. I have been scratching my head for past one week now.

Please advise.

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Topic by Peter J.

Content

Hi all,

I ran the TLS 1.0 Log Scanner tool and the result shows that is there TLS 1.0 traffic in the "End-user Chat Traffic", "Other Traffic" and "SOAP API Calls" endpoints. (Please, see attachment).

What are the next steps to follow in order to solve it? 

Any help will be useful.

Regards

Image

Topic by Sanjay Mehta

Content

Hi,

I am trying to upload an attachment on an existing incident using the sample code given on REST API http://docs.oracle.com/cloud/latest/servicecs_gs/CXSVC/c_Managing_file_attachments_aa1166814.html#aa1167719

Method: Post

URL: https://XXXXXXX.custhelp.com/services/rest/connect/v1.3/incidents/52371868/fileAttachments

Body: {
"fileName":" SampleFileAttachment.txt ",
"data":" c2FtcGxlIGNvbnRlbnQgZm9yIGZpbGUgYXR0YWNobWVudA=="
}

Status: Error

"detail": "Error attempting to create resource: File specified could not be found: /tmp/ c2FtcGxlIGNvbnRlbnQgZm9yIGZpbGUgYXR0YWNobWVudA==",

Can anyone please suggest?

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Topic by Salvatore

Content

Hello,

I'm trying to update/delete a list of contacts obtained via a QueryObjects call, but I always get the following error messages:

CreatedTime may not be set due to visibility restrictions while performing the operation: destroy
While processing Contact->CreatedTime(dateTime)

CreatedTime may not be set due to visibility restrictions while performing the operation: update
While processing Contact->CreatedTime(dateTime)

It's not clear why the Destroy and BeginUpdate calls both fail, since the list of contacts is populated correctly (see the attached screenshot). Do you have any ideas/suggestions?

My main goal is to append a suffix to the contacts' login&e-mail fields.

Thanks and kind regards,

Salvatore

-------------------

publicvoid DeleteContacts(List<Contact> contacts)
         {
             //Create the DestroyProcessingOptionsDestroyProcessingOptions options = newDestroyProcessingOptions();
             options.SuppressExternalEvents = false;
             options.SuppressRules = false;
             if (contacts != null)
             foreach (Contact c in contacts)
             {
                 // Safety check - Not really needed, but we are deleting contacts!foreach (GenericField cf in c.CustomFields)
                 {
                     if (cf.name == "c$csat_imported")
                         if ((bool)cf.DataValue.Items[0])
                         {
                             RNObject[] objects = newRNObject[] { c };
                             ClientInfoHeader clientInfoHeader = newClientInfoHeader();
                             clientInfoHeader.AppID = "TEST";
 
                             //Invoke the Delete operation. This point is reached but the call fails
                             _service.Destroy(clientInfoHeader, objects, options);
                             MessageBox.Show(c.Login); // Debug only
                         }
                 }
 
             }
         }
 
        publicvoid BeginUpdateContacts(List<Contact> contacts)
         {
            //Create the update processiong optionsUpdateProcessingOptions options = newUpdateProcessingOptions();
            options.SuppressExternalEvents = false;
            options.SuppressRules = false;
 
            foreach (Contact c in contacts)
            {
              // Already updated?if (!c.Login.Contains("-CSAT"))
                {
                    c.Login += "-CSAT";
 
                    NamedID addressType = newNamedID();
                    ID primarymailID = newID();
                    primarymailID.id = 1;
                    addressType.ID = primarymailID;
                    addressType.ID.idSpecified = true;
 
                    c.Emails[0].AddressType = addressType;
                    
                    c.Emails[0].Address += "-CSAT";
                    c.Emails[0].action = ActionEnum.update;
                    c.Emails[0].actionSpecified = true;
 
                    RNObject[] objects = newRNObject[] { c };
                    try
                    {
                         ClientInfoHeader clientInfoHeader = newClientInfoHeader();
                         clientInfoHeader.AppID = "TEST";
                         _service.BeginUpdate(clientInfoHeader, objects, options, newAsyncCallback(BeginUpdateContactsCallback), null);
                    }
                    catch (FaultException e)
                    {
                         // Handle FaultException without using the MessageBoxMessageBox.Show(e.Message);
                    }
                    catch (SecurityAccessDeniedException e)
                    {
                         MessageBox.Show(e.Message);
                    }
               }
            }
         }

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Topic by Luis Melo

Content

Hi all,

We are extracting data (custom object) from Oracle Service Cloud, via REST API, and into a CSV file.

Two of the attributes/fields are Start Date and End Date. And unfortunately we are finding discrepancies on these.

For example:

• In Oracle Service Cloud (in the workspace) we can see
  • Start Date: 01/05/2017
  • End Date: 30/04/1018
• ​But the response back from the API is
  • Start Date: 30/04/2017
  • End Date: 29/04/1018

i.e. it seems that is is "robbing" one day to each of the dates. And we cannot find any reason for this to be happening. As all we are doing is adding the REST API response to a string to a cell. The response comes in to the code and we simply convert it from a JSON encoded string to an excel cell, and also a CSV file.

Has anyone experienced this? Any thoughts?

P.S. - We recently (last Sunday) upgrade from May 16 to May 17 release.

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Topic by Arun Sundar

Content

Hi,

I am trying to update the email, address and last name of a contact.

I have created a new instance of a contact and assigned ID, emails, personname to the newly created contact object from old contact (primary) which I have from database.

But the contact did not get updated with the values.

Please suggest a solution.

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Topic by Simon Kay

So I'm using an Ajax Controller from the customer portal to search for answers with a custom field value assigned to a specific product but the query keeps failing.

RNCPHP\ROQL::query("SELECT * FROM Answer where CustomFields.c.is_issueofday = 1")->next();

Returns perfectly, but I wanted to know what products are assigned to the answer and filter by them so I ran a describe query and found this:

RNCPHP\ROQL::query("DESCRIBE Answer")->next();

(
    [Name] => Products
    [Type] => SubTable
    [Path] => Answer.Products
)

So I tried this Query:

RNCPHP\ROQL::query("SELECT Answer.Products FROM Answer where CustomFields.c.is_issueofday = 1")->next();

But it just returns an error:

<b>Fatal error</b>:  Uncaught exception 'RightNow\Connect\v1_3\ConnectAPIError' with message 'Non-existant column: 'Products'' in /cgi-bin/bethsoft_en.cfg/scripts/cp/customer/development/controllers/AjaxReportCaller.php:73
Stack trace:
#0 /cgi-bin/bethsoft_en.cfg/scripts/cp/customer/development/controllers/AjaxReportCaller.php(73): RightNow\Connect\v1_3\ROQL::query('SELECT Answer.P...')
#1 [internal function]: Custom\Controllers\AjaxReportCaller-&gt;topicsOfDay()
#2 /cgi-bin/bethsoft_en.cfg/scripts/cp/core/framework/3.3.2/CodeIgniter/system/CoreCodeIgniter.php(2043): call_user_func_array(Array, Array)
#3 /cgi-bin/bethsoft_en.cfg/scripts/cp/core/framework/3.3.2/init.php(143): require_once('/cgi-bin/bethso...')
#4 /cgi-bin/bethsoft_en.cfg/scripts/cp/index.php(66): require_once('/cgi-bin/bethso...')
#5 /cgi-bin/bethsoft_en.cfg/scripts/bootstrap/Loaders/CustomerPortal.php(16): require_once('/cgi-bin/bethso...')
#6 /cgi-bin/bethsoft_en.cfg/scripts/bootstrap/Router.php(25): RightNow\Routes\CustomerPortal::run(Array)
#7 /cgi-bin/bethsoft_e in <b>/cgi-bin/bethsoft_en.cfg/scripts/cp/customer/development/controllers/AjaxReportCaller.php</b> on line <b>73</b><br />

I tried using the Connect Knowledge API but seems you cannot filter by CustomFields there. Have you any solutions. Using report widget is not available.

Topic by Sky Dagan

Content

Hey, 

I want to insert the current date stamp into the contact object using the CPM we have running everytime the incidents rules are running.

This is the function that should insert the value:

This is the error I get when testing the code 

How can I save the contact after appending a value without this error?

Thanks,

Sky

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Topic by Walter Diaz Argueta

Hi,

I am trying to set a Rest integration from the Opportunity object event handler (PHP code).

I need to get the Primary Contact ID.

I have tried using:

 $obj->Contact->Id

 $obj->PrimaryContact->Id

 $obj->PrimaryContact->Contact->Id

With no success.

Some one knows how can i get this ID?

Topic by Jarel Birck da Silva

Content

Hi All,

I have to implement a new functionality that demands that I send all the Attachments of a Custom Object through FTP when a user press one specific button on the Object's Workspace. I want to use the .NET API to do that (I don't want to use CPM).

I thought about writing a code to download the file(s) to the user's temp directory and then sent it through FTP using WebClient class.There is a way to download the attachments of an object only using the .NET API, without using the SOAP API?

Regards,

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Topic by uniauck

Topic by Walter Diaz Argueta

Content

Hi,

I am having this problem. I am creating an integration using the Oracle Sales Cloud REST Api and the Oracle Right Now object process model event handler. In the code bellow I create a Opportunity object in Oracle Sales Cloud. But I cant find the way to associate the Contact in Oracle Sales Cloud.

Thanks

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