Topic by Ryszard
Content
As the employees of the RightNow Technologies and moderators of this forum we strive to provide you with the best Customer Experience possible. However, since our resources are limited, in the order to serve you better, we ask for your help.
By following few simple rules while posting you will allow us to respond quicker, easier find the correct answer and save time to further improve the product we all love.
Before posting:
- Familiarize yourself with RightNow Technologies product, its different components and parts. This will allow you to pick correct forum to post in.
- Familiarize yourself with RightNow Connect components: Data Integration, .NET Desktop Integration (a.k.a. Add-Ins), etc. Keep in mind that RightNow Connect is the Integration Interface to the rest of the system, exposing only the subset of the available functionality. It closely reflects internals of the server side, including back-end data base. Therefore many questions could be answered by reviewing the general product documentation.
- Learn about your RightNow Connect Integration platform of choice as much as possible.
- Read latest Release Notes. Perhaps it is a known issue? Or a bug just fixed in the last release of the product?
- Go through Getting Started Guide for the platform you use. Next, read Developer Guide. Keep in mind that these documents are version-specific, therefore they might differ between versions. These documents are available in our Technical Documentation and Sample Code.
- Read Useful posts and Common Questions post on this forum.
- Use Search this Forum Board to find out possible solution to your problem.
- Create stand-alone, self-contained project (without any references to third-party libraries, your own not directly related code, comments, anything “extra”) with the minimum code to recreate the problem. Substitute your function calls/properties with hardcoded values. If problem still exists – let us know by posting here.
While posting:
- Specify the integration platform (including programming language) you use – ideally inside the Title.
- Specify your server version – ideally inside the Summary.
- Provide as many details as necessary in the Content field, including development tools you use, operating system, service packs etc.
- If you have a code to recreate the problem (as described above) please put it inside the Code Block, after removing any authentication info: site URL, login credentials etc.
- If the code throws an exception – please provide ALL values from the RNOWException object - in addition to the Description.
- Include the communication log. Refer to HowTo: Enable logging in the RightNow Connect Data Integration library
After posting:
- Please be patient. Do not repost. We will reply as quickly as we can.
- You might be asked to provide logs or other info. While asked for any confidential info, please send us the private message.
- If you solved your problem – please describe your solution – for the benefit of the other users.
- If we determine that this is a bug in the product, we will create our own, internal incident and provide you with the reference number. If you want to be automatically notified when this bug is solved – please contact our Customer Care representatives to report the found bug and provide them with the reference number mentioned above.
- If the functionality you ask for is not available and you think it is important to your organization – please post your idea in the Developer Idea Lab Community Forum. This is the best way to persuade our product managers to expand the product.
- If you know the answer to questions of the other users – please post the reply. We will really appreciate it.
- Keep posting. This is YOUR forum!
Thank you for your cooperation,
Ryszard Antonczyk
RightNow Connect Development Lead.