Topic by Ramy NATOUR
Content
Hello everyone,
Since the treads found from the search on this subject on this forum were around 1 year old, I allowed myself to create a new one(after reading the previous ones).
As said in the title, I'm trying to explore the integration possibilities between a Siebel solution and RightNow.
Until now, the three ways I thought of are:
- Using the built-in/native feature in which we furnish Siebel's access information to RightNow's console which is supposed to synchronize incidents and allow us to catch "hook" events. Documentation: Configuring Oracle RightNow CX for Siebel integration
- Using a third-party JAVA application which will, from the classes imported of the respective WSDLs, handle the transfers from one program to an other.
- Using the "Knowledge Connect API" in PHP to retrieve relevant data, convert it to a "friendly-type" of the target then send it. This way of integration would be coupled with "hooks" and customized Controllers.
My questions are:
- In general:
- Which approach would you advice/combine ? Why ?
- Do you have any documentation/tutorial which would help me choose the approach ?
- On the built-in approach:
- Has anyone got complementary tutorials/documentation about the features we can obtain through this approach ?
- Does the "incident synchronization" promised in the documentation automatically occurs or some actions have to be done on the Siebel side ? Which ones ?
- On the JAVA approach:
- Doesn't adding a third party program complexify the flow ?
- The tutorial I trained was suggesting to instanciate "OMElementImpl" directly, bringing huge issues with log4j and QNames being null. Using OMFactory's createOMElement allowed me to correct these issues. Which one is the best practice ?
- Does anyone know why we can experience these issues with log4j and QNames just following the tutorial's instructions(bad log4j file used ?) ?
- Any advice/tutorial/documentation which will help me reach my goal (couple Siebel with RightNow using JAVA) ?
Thank in you in advance for your answers,