SOAP API Data update latency?

May 10, 2018, 1:02 pm

≫ Next: Extract attachments of multiple incidents from Right Now (9 Comments)

≪ Previous: Downloading a file attachment to a temp location via SOAP

We're using Chat but not the Customer portal. Our customers authenticate through our regular .com which then forwards them on to the Rightnow chat widget and makes an API call to update some customer information.

The problem we're having is that the majority of the time, when a chat agent takes the chat, the fields appear blank. Sometimes they are filled out, but most of the time they are not. When I look at the logs hours later, I can see the API call updating the contact a full 60 seconds before the chat even starts, but the data just doesn't exist at the time of the chat. So it appears that the API call is working successfully but the chat widget isn't working with real time data.

Has anyone else had a similar experience or any idea how to work around it? Our users are about ready to drop the product as a result of all this and Oracles support has been a dead-end so far.

↧

Extract attachments of multiple incidents from Right Now (9 Comments)

February 2, 2017, 6:20 am

≫ Next: Exception error on CPM ROQL query (2 Comments)

≪ Previous: SOAP API Data update latency?

Topic by hardik gupta

Content

Hi,

I need to extract attachments of multiple incidents from a to date to from date for internal purposes. What should be the best approach? Does REST API for incidents work for the same.

Regards,

Hardik Gupta

Version

Service Cloud

↧

Exception error on CPM ROQL query (2 Comments)

May 12, 2018, 12:45 am

≫ Next: difference in dates roql query (7 Comments)

≪ Previous: Extract attachments of multiple incidents from Right Now (9 Comments)

Topic by David Wright

Content

I am getting an exception error on the following line in testing of a CPM and I cannot see what is wrong. Can anyone identify what might be causing it? (error message attached). I have used similar code before without issue. We have recently upgraded to version 17D though.

$activelog = RNCPHP\ROQL::queryObject("SELECT SCBS_SUP.Lifecycle FROM SCBS_SUP.Lifecycle WHERE Active = 1 AND Supporter=".$Lifecycle->Supporter->ID)->next();

Version

Service Cloud 17D

Image

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difference in dates roql query (7 Comments)

May 9, 2016, 12:03 am

≫ Next: custom objectHandler - problems with include php files

≪ Previous: Exception error on CPM ROQL query (2 Comments)

Topic by Saniya Zahid

Content

I am running two queries and date fields on both queries returning different values. please help

Query 1 (Shows values correctly as in RightNow)

select Customfields.c.billing_date, Customfields.c.manufacturing_date, Customfields.c.date_purchase from Incident where referencenumber = '160509-000002'

Screenshot

Query 2 (Incorrect date values)

Select Customfields.c.billing_date,status, Customfields.c.case_origin, Customfields.c.cust_sat_level, Customfields.c.entered_by, CustomFields.co.faultcategory,subject, Customfields.co.Model, Customfields.c.manufacturing_date, Customfields.c.desc, Customfields.c.cust_remarks, Customfields.c.remarks, Customfields.c.time_slot,Customfields.c.priority, Customfields.c.ser_req_type, Customfields.c.comp_nature, Customfields.c.descriptioncn, Customfields.c.incident_trans, Customfields.c.incident_redo, Customfields.c.debriefedby, Customfields.c.prod_ser_num, Customfields.c.comp_man, Customfields.c.date_purchase, Customfields.c.old_comp_num, Customfields.c.new_comp_num, Customfields.c.cdcsnumber, Customfields.c.cdcscomplaindate,Customfields.c.cdcscomplainbrief, Customfields.c.cdcscomplainclosedate, Customfields.c.satisfaction_sms_send.lookupname, Customfields.c.satisfaction_sms_reply.lookupname, Customfields.c.customersmsreply, Customfields.c.satisfaction_tech, Customfields.c.sat_tech_sms_msg, Customfields.c.customer_call, Customfields.c.refrigerator, Customfields.c.deep_freezer, Customfields.c.split_ac , Customfields.c.washing_machine,Customfields.c.microwave_oven, Customfields.c.new_appliance_purchase,CreatedTime, Customfields.c.case_age, ClosedTime, customfields.c.cdcscomplainstatus ,customfields.c.billing,customfields.c.case_transferred, customfields.c.redo, customfields.c.sameday_atten , customfields.c.timely_comp, customfields.c.pl_direct, customfields.c.sms_update_check, customfields.c.ishomeattendingormobile, customfields.c.visit_grievance_level , customfields.c.recieption_faults, customfields.c.Loadshedding_Timing, customfields.c.call_before_attend from Incident where referencenumber = '160509-000002'

Screenshot

Version

SOAP, ROQL, Customer Portal

↧

custom objectHandler - problems with include php files

May 14, 2018, 5:33 am

≫ Next: Update sequence produces gap

≪ Previous: difference in dates roql query (7 Comments)

Topic by Ariel Rauch

Hi,

I have a handler written for Create and Update, which includes (include_once) some php files. Those files define a class and their method.

The code was written by someone else and now I have to add some changes:)

The external files are running the class definition ONLY when the class was not defined earlier. (if !class_exists("classname")).

Unfortunately, my changes are never run because it pretends that the class is already defined b(even if I check this as the first line of the handler)

Please help!!!

↧

Update sequence produces gap

May 14, 2018, 10:11 am

≫ Next: Duplicate Criteria in Data Import Wizard

≪ Previous: custom objectHandler - problems with include php files

Topic by SAJI MATHEW

Content

Hi,
I had a requirement to migrate all the variables from one instance to other, as there is no out of box feature to import variables to a site , I decided to go with custom script. When I'm executing the script,
I got an API error which says "Update sequence produces gap", I made an analysis on this and found I were trying to set display order to the variable ($variable->DisplayOrder = $this->variableDataArray[$varIndex]['DisplayOrder'];)
and that cause the issue, I commented that line and the script executed as expected. This information might help someone who have similar kind of requirement.

Thanks,

SAJI

Code Block

        for($varIndex = 0; $varIndex<count($this->variableDataArray); $varIndex++){

                $variable = new RNCPHP\Variable();
                $variable->Name = $this->variableDataArray[$varIndex]['Name'];
                //$variable->DisplayOrder = $this->variableDataArray[$varIndex]['DisplayOrder'];
                if($this->variableDataArray[$varIndex]['Folder']){
                    $variable->Folder->ID = $this->variableDataArray[$varIndex]['Folder'];
                }
                if(count($this->variableDataArray[$varIndex]['InterfaceValues'])){
                    $variable->InterfaceValues = new RNCPHP\InterfacevalueArray();
                    $interfaceIndex = -1;
                    for($varInfceIndex = 0; $varInfceIndex < count($this->variableDataArray[$varIndex]['InterfaceValues']); $varInfceIndex++){

                        if($this->variableDataArray[$varIndex]['InterfaceValues'][$varInfceIndex]['Interface']['ID']){
                            $interfaceIndex++;
                            $variable->InterfaceValues[$interfaceIndex] = new RNCPHP\InterfaceValue();
                            $variable->InterfaceValues[$interfaceIndex]->Interface = RNCPHP\SiteInterface::fetch($this->variableDataArray[$varIndex]['InterfaceValues'][$varInfceIndex]['Interface']['ID']);
                            $variable->InterfaceValues[$interfaceIndex]->Value = html_entity_decode($this->variableDataArray[$varIndex]['InterfaceValues'][$varInfceIndex]['Value']);
                        }
                    }
                }

                $variable->save();
                //print_r($variable);

            }

↧

Duplicate Criteria in Data Import Wizard

May 15, 2018, 9:48 am

≫ Next: Can we update a custom attribute without using SOAP in an add-in?

≪ Previous: Update sequence produces gap

Topic by Ranjeet Nayak

Content

Hi friends, can we use string functions in the Duplicate criteria for Data Import Wizard. Like we want to mark a record a duplicate if the field contains either all the characters in the mapping field or the last 6 characters in the mapping field.

kindly help.

Version

Service Cloud Aug 17

Code Block

Data Import Wizard

Duplicate criteria

something like 

Field1 = {Field1} OR Field1= {Right(Field1,6)}

↧

Can we update a custom attribute without using SOAP in an add-in?

May 16, 2018, 12:16 pm

≫ Next: org.apache.axis2.AxisFault: javax.xml.stream.XMLStreamException: DOCTYPE is not allowed

≪ Previous: Duplicate Criteria in Data Import Wizard

Topic by Nishi

Content

Hi friends,

I am trying to update a custom object lookup on incident workspace through data loaded event by add-in. I tried to use the below code but its not working. SOAP would require saving the workspace which I don't want. Can we populate the custom object ID via add-in functionality only?

Version

May 17

Code Block

IList<ICustomAttribute> inc_cust_att = incident.CustomAttributes;
foreach (ICustomAttribute val in inc_cust_att)
{
   if (val.PackageName == "CO")
    {
     if (val.GenericField.Name == "CO$Location")
      {
    val.GenericField.DataValue.Value = Convert.ToInt32(custom_object_id);
    break;
       }
    }
}

↧

org.apache.axis2.AxisFault: javax.xml.stream.XMLStreamException: DOCTYPE is not allowed

May 21, 2018, 1:07 pm

≫ Next: Change Chat Queue programmatically (4 Comments)

≪ Previous: Can we update a custom attribute without using SOAP in an add-in?

Topic by Jagadish Kumar

I am trying to get the reports in csv format using SOAP API and getting the error

org.apache.axis2.AxisFault: javax.xml.stream.XMLStreamException: DOCTYPE is not allowed.

below is the detailed error

tableName = queues_table_test

outputDir = C:\Project

isFilterUsed = false

filterPromptName = null

filterStartDate = null

filterEndDate = null

org.apache.axis2.AxisFault: javax.xml.stream.XMLStreamException: DOCTYPE is not allowed

at org.apache.axis2.AxisFault.makeFault(AxisFault.java:430)

at org.apache.axis2.transport.TransportUtils.createSOAPMessage(TransportUtils.java:122)

at org.apache.axis2.transport.TransportUtils.createSOAPMessage(TransportUtils.java:66)

at org.apache.axis2.description.OutInAxisOperationClient.handleResponse(OutInAxisOperation.java:347)

at org.apache.axis2.description.OutInAxisOperationClient.send(OutInAxisOperation.java:414)

at org.apache.axis2.description.OutInAxisOperationClient.executeImpl(OutInAxisOperation.java:225)

at org.apache.axis2.client.OperationClient.execute(OperationClient.java:150)

at com.rightnow.ws.wsdl.RightNowSyncServiceStub.runAnalyticsReport(RightNowSyncServiceStub.java:8866)

at com.stubhub.custhelp.reports.ReportGenerator.runAnalyticsReportSample(ReportGenerator.java:165)

at com.stubhub.custhelp.reports.ReportGenerator.main(ReportGenerator.java:93)

Caused by: org.apache.axiom.om.DeferredParsingException: javax.xml.stream.XMLStreamException: DOCTYPE is not allowed

at org.apache.axiom.om.impl.builder.StAXOMBuilder.parserNext(StAXOMBuilder.java:681)

at org.apache.axiom.om.impl.builder.StAXOMBuilder.next(StAXOMBuilder.java:184)

at org.apache.axiom.core.CoreParentNodeSupport.ajc$interMethod$org_apache_axiom_core_CoreParentNodeSupport$org_apache_axiom_core_CoreParentNode$buildNext(CoreParentNodeSupport.aj:96)

at org.apache.axiom.om.impl.llom.OMDocumentImpl.buildNext(OMDocumentImpl.java:1)

at org.apache.axiom.core.CoreParentNodeSupport.ajc$interMethodDispatch1$org_apache_axiom_core_CoreParentNodeSupport$org_apache_axiom_core_CoreParentNode$buildNext(CoreParentNodeSupport.aj)

at org.apache.axiom.core.CoreParentNodeSupport.ajc$interMethod$org_apache_axiom_core_CoreParentNodeSupport$org_apache_axiom_core_CoreParentNode$coreGetFirstChild(CoreParentNodeSupport.aj:113)

at org.apache.axiom.om.impl.llom.OMDocumentImpl.coreGetFirstChild(OMDocumentImpl.java:1)

at org.apache.axiom.core.CoreParentNodeSupport.ajc$interMethodDispatch1$org_apache_axiom_core_CoreParentNodeSupport$org_apache_axiom_core_CoreParentNode$coreGetFirstChild(CoreParentNodeSupport.aj)

at org.apache.axiom.core.CoreDocumentSupport.ajc$interMethod$org_apache_axiom_core_CoreDocumentSupport$org_apache_axiom_core_CoreDocument$coreGetDocumentElement(CoreDocumentSupport.aj:42)

at org.apache.axiom.om.impl.llom.OMDocumentImpl.coreGetDocumentElement(OMDocumentImpl.java:1)

at org.apache.axiom.om.impl.common.AxiomDocumentSupport.ajc$interMethod$org_apache_axiom_om_impl_common_AxiomDocumentSupport$org_apache_axiom_om_impl_intf_AxiomDocument$getOMDocumentElement(AxiomDocumentSupport.aj:32)

at org.apache.axiom.om.impl.llom.OMDocumentImpl.getOMDocumentElement(OMDocumentImpl.java:1)

at org.apache.axiom.om.impl.builder.StAXOMBuilder.getDocumentElement(StAXOMBuilder.java:557)

at org.apache.axiom.om.impl.builder.StAXOMBuilder.getDocumentElement(StAXOMBuilder.java:553)

at org.apache.axis2.transport.TransportUtils.createDefaultDocumentElement(TransportUtils.java:230)

at org.apache.axis2.transport.TransportUtils.createDocumentElement(TransportUtils.java:207)

at org.apache.axis2.transport.TransportUtils.createSOAPMessage(TransportUtils.java:144)

at org.apache.axis2.transport.TransportUtils.createSOAPMessage(TransportUtils.java:107)

... 8 more

Caused by: javax.xml.stream.XMLStreamException: DOCTYPE is not allowed

at org.apache.axiom.util.stax.dialect.DisallowDoctypeDeclStreamReaderWrapper.next(DisallowDoctypeDeclStreamReaderWrapper.java:36)

at org.apache.axiom.util.stax.wrapper.XMLStreamReaderWrapper.next(XMLStreamReaderWrapper.java:225)

at org.apache.axiom.om.impl.builder.StAXOMBuilder.parserNext(StAXOMBuilder.java:666)

... 25 more

Table : queues_table_test

Successfully exported row count : 0

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

I was asked to generate the SOAP envelop for the API which i am not sure how to do. Appreciate any inputs to resolve the issue or to generate the SOAP envelope

↧

Change Chat Queue programmatically (4 Comments)

June 17, 2013, 10:38 am

≫ Next: Unable to use RightNow\Utils\Config in CPM (3 Comments)

≪ Previous: org.apache.axis2.AxisFault: javax.xml.stream.XMLStreamException: DOCTYPE is not allowed

Topic by Jared

I've searched everywhere I thought it would be and cannot find a way to programmatically change a chat queue before it arrives at the client and is linked with an incident. How can I change the queue of an incoming chat programmatically?

Thanks,

-Jared

↧

Unable to use RightNow\Utils\Config in CPM (3 Comments)

November 25, 2014, 10:25 am

≫ Next: OPM runtime error (1 Comment)

≪ Previous: Change Chat Queue programmatically (4 Comments)

Topic by Justin

Content

I am attempting to get the value of a config setting in a custom process model, and am getting the following error:

Version

May 2014 SP3

Code Block

use \RightNow\Connect\v1_2 as RNCPHP;
use \RightNow\CPM\v1 as RNCPM;
use \RightNow\Utils\Config as CONFIG;

class my_custom_process_handler implements RNCPM\ObjectEventHandler
{
    public static function apply($run_mode, $action, $rnObject, $cycle)
    {

        $configVariable= CONFIG::getConfig("CUSTOM_CFG_MY_SIMPLE_CONFIG_SETTING");

Image

↧

OPM runtime error (1 Comment)

May 28, 2018, 1:39 am

≫ Next: REST API In Javascript

≪ Previous: Unable to use RightNow\Utils\Config in CPM (3 Comments)

Topic by wang jin

Content

When I installed OPM in windows 7 (64 bit),when start to use opm,it show error message as below( run time error 429), the error still exist when registered dll,like dao360.dll, scrrun.dll .

Can you give some advices for me ?

Version

↧

REST API In Javascript

May 29, 2018, 11:12 pm

≫ Next: Load curl execution in synchronous mode (1 Comment)

≪ Previous: OPM runtime error (1 Comment)

Topic by Muthulakshmi Muthaiah

Content

Hi All,

I am currently learning the REST API in javascript. I need to show the contact details like first name,last name, Gender from other server under the contact workspace. I have to put one text box value to enter the contact id and one button click to call the function(i.e need to get the contact details from other server)

Kindly give me some idea to do this. I have draft some code based on the examples in update the last name in REST API java script.

I have attached the code and please help me how I need to further proceed on this.

thanks,

Muthu

Code Block

<?php
?><meta http-equiv="x-ua-compatible" content="IE=Edge" ><html><head></head><body><table style="position: fixed; height: 27px;" border="0" width="342" cellspacing="1" cellpadding="1"><tbody><tr><th>Enter the contact id</th><td style="text-align: center;"><input type="text" id="cid"></td></tr><tr><td style="text-align: center;"><input type="button" value="submit" onClick='getcontfromotherserver()' /></td></tr></tbody></table><form id="TheForm" method="post" action="" target="TheWindow"><input type="hidden" name="ecy" id="ecy" value="something" /></form><script type="text/javascript"> 
function getcontfromotherserver()
{
 alert("start----");
var contact = new Object();
contact.name = new Object();
contact.name.last = lname;
contact.name.first=fname;
var data = JSON.stringify(contact); 
 //var lname = document.getElementById('inputForm').lname.value;
 var cid = document.getElementbyId('inputForm').cid.value;
var url = "https://xxx2.custhelp.com/services/rest/connect/v1.3/contacts"+cid;
var req= new XMLHttpRequest();
req.open("GET",url);
req.setRequestHeader("Content-type", "application/json");
set.RequestHeader("Content-Type","text/html");
set.RequestHeader("Content-length", data.length);
set.RequestHeader("Connection","close");
 var auth = btoa("***:***@123");
req.setRequestHeader("Authorization","Basic "+auth);
alert("end----");
 try
{
    req.send(data);
}
catch(err)
{
    alert(err.message);
}
}
function onbeforesave()
{
 alert ("strated....");
getcontactvalues1();
}</script></body></html>

↧

Load curl execution in synchronous mode (1 Comment)

May 30, 2018, 7:17 am

≫ Next: REST API PATCH method is not working (16 Comments)

≪ Previous: REST API In Javascript

Topic by Sumanth Ch

Hi All,

We have some CPMs which were developed long back with php version 1_2. We are trying to upgrade our CPMs with latest version and in that process we came across a situation where load_curl() function is called in the code but "Execute Asynchronous" option is unchecked. I know that it should be checked if we use load_curl(), but now we cannot check that option as it is disabled. We cannot go for uploading it as a new CPM as it is being used in business rules. We tried uploading the old code with earlier version and it throws error for that as well. Is there any possibility to upload the CPM as is with load_curl?

Thanks in advance!

Sumanth

↧

REST API PATCH method is not working (16 Comments)

January 12, 2017, 12:57 am

≫ Next: REST API - Force Password Change? (2 Comments)

≪ Previous: Load curl execution in synchronous mode (1 Comment)

Topic by Nishi

Content

Hi Friends,

I am using REST API for Oracle Service Cloud to create and update contacts/service requests. I am able to create contacts as well as service requests but unable to update them using PATCH method. I am referring to the below documentation and using SOAP UI / Postman but somehow its not working.

http://docs.oracle.com/cloud/latest/servicecs_gs/CXSVC/op-services-rest-connect-latest-contacts-%7Bid%7D-patch.html

Please let me know your inputs for using this API. Any help would be greatly appreciated.

Thanks,

Nishi

Version

Nov 2016

Code Block

Update contact:
{"address": {"city": "Boston","postalCode": "02150","stateOrProvince": {"lookupName": "MA"
        },"street": "123 Beacon Street"
    }
}

↧

REST API - Force Password Change? (2 Comments)

May 30, 2018, 1:33 pm

≫ Next: Data Upload Wizard - How To Upload Dates (1 Comment)

≪ Previous: REST API PATCH method is not working (16 Comments)

Topic by Carl Bramblett

Content

Hi all,

I am using the REST API, and sending a small snippet of JSON using a PATCH request to update the user's password, and then force them to enter a new one upon logging in. The first part of that goal is working, but the "force password" portion does not take effect. Does anyone have any guidance on what I might be doing incorrectly?

Thanks a lot,

Carl

Version

services/rest/connect/latest/accounts/

Code Block

{"newPassword":"newpasswordhere","attributes": {"forcePasswordChange": true
}
}

↧

Data Upload Wizard - How To Upload Dates (1 Comment)

May 31, 2018, 2:25 am

≫ Next: Connect for PHP initConnectAPI() user authentication change username

≪ Previous: REST API - Force Password Change? (2 Comments)

Topic by JJ

Hi,

I have a date field in a custom object. In my excel file I had a date field. I converted it into epoch using

=(A2-DATE(1970,1,1))*86400

So left with a load of unix-time type data.

When I try and upload this using the data import wizard, I get the error:

Data type mismatch for field hire_date

Can anyone please shed light on this? What format should the data be in, from the original CSV?

↧

Connect for PHP initConnectAPI() user authentication change username

June 1, 2018, 6:33 am

≫ Next: Can we update a custom attribute without using SOAP in an add-in? (8 Comments)

≪ Previous: Data Upload Wizard - How To Upload Dates (1 Comment)

Topic by Pandurang Hargude

Content

Hello,

When connecting by using initConnectAPI() I notice that you can do so without specifying a username and password and the documentation recommends this'. This has some impact regarding accountability as the Audit Log stamps the action as performed by 'UserName'.

However when you do specify a username and password of a Connect enabled account , it correctly comes in audit log with specified username, But when not specifying the username & password it takes one default user, I want to change this Username so need to know where it is configured.

Thanks in advance.

Version

Service Cloud may 2015

Code Block

require_once(get_cfg_var('doc_root') . '/include/ConnectPHP/Connect_init.phph' );
initConnectAPI();

putenv('TEMPORARY_RNW_CONF_DIRECTORY');

↧

Can we update a custom attribute without using SOAP in an add-in? (8 Comments)

May 16, 2018, 12:16 pm

≫ Next: Export Data to Flat File & FTP/Import Flat File from FTP (2 Comments)

≪ Previous: Connect for PHP initConnectAPI() user authentication change username

Topic by Nishi

Content

Hi friends,

Version

May 17

Code Block

IList<ICustomAttribute> inc_cust_att = incident.CustomAttributes;
foreach (ICustomAttribute val in inc_cust_att)
{
   if (val.PackageName == "CO")
    {
     if (val.GenericField.Name == "CO$Location")
      {
    val.GenericField.DataValue.Value = Convert.ToInt32(custom_object_id);
    break;
       }
    }
}

↧

Export Data to Flat File & FTP/Import Flat File from FTP (2 Comments)

August 30, 2017, 9:52 am

≫ Next: File attachment operations - C#, Java and SOAP (6 Comments)

≪ Previous: Can we update a custom attribute without using SOAP in an add-in? (8 Comments)

Topic by Aparajit Malli

Content

Hi,

REQUIREMENT 1 - Export Contact/Asset data to flat file (Request.txt - fixed width) and put it in a folder in FTP site, on a daily basis.

REQUIREMENT 2 - Also, on a daily basis, Read data (basically, just Status & Results) from a similar flat file (Response.xt - fixed width) from another folder in the same FTP site and then update Contact/Asset's Status in Service Cloud.

To implement this, I am planning to do these steps.

1) Create a PHP file (request.php) which reads the required Contact/Asset data from Service Cloud and create a file. QUESTION - Since file system is Service Cloud is not exposed, where can I place this file? Can I put the file directly in FTP site?

2) CRON job will run the PHP file, on a daily basis. I believe there is no other way of running a batch job every day.

3) Similarly, Create another PHP file (response.php) to read data from response.txt and update Contact/Asset' Status. QUESTION - Should response.txt be copied to Service Cloud file system before reading it or can it read directly from FTP site?

4) CRON job will run "response.php" on a daily basis.

Is there a better way and more efficient way of doing this? My main question is where to create the request file and where to read the response file from? Am I planning to do something which is plainly wrong or infeasible?

Version

Service Cloud May 2017

↧