Integrations and APIs for Service

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  • shon wedde

    Mathew,

    Thanks for your input.  Would you be interested in participating in a WSDL requirements review later this year?

  • mhowell
    Yes, then, I would like to put a vote toward a published WSDL. This would allow for more standardized integration between our applications and RightNow, and allow our applications to remain as lightweight as possible.
     
    Thanks!
     
    Matthew
  • luke davison
    I know this thread is a tad old, but I just stumbled across it. If you are wanting to get the acct_id of the currently logged in user in a Web Browser control in a workspace, you can pass it as a URL variable:
     
     
    Cheers,
    Luke.
  • Ryan McCullough
    1. Get access for SLA Instance data was added in the Nov `07 release.
    2. Backward compatibility is maintained for 2
      releases after a deprecation announcement – 6 months.
    3. I am not sure what you are asking, can you provide more detail or an example?
    4. Since you are not working directly with XML, all of the encoded should be handled for you in the SOAP client (Axis on Java). So no, you should not need to encode the text.
    5. Once you have successfully logged in, you are granted a session id. This session id is good until it is invalidated. Session id's are invalidated by
    1. The same credentials are used to login elsewhere will issue a new session id for that account and the previous session id is invalid. The login can be from RN Connect or the agent desktop.
    2. Upgrading wipes all existing session id's.
    3. logout() is called, which invalidates the session id.
    Those methods should be marked protected/private. A customer should have no need to execute those methods.There are no plans to have a central repository containing multiple versions of the RN Connect libraries. The libraries can be downloaded from the customers site. Refer to the post Downloading the RightNow Connect libraries from your site.Entries are created in the 'transactions' table for the following objects:
    • RNOWAnswer
    • RNOWContact
    • RNOWIncident
    • RNOWOrganization
    • RNOWOpportunity
    • RNOWQuote
    • RNOWTask
    Note that the acct_id in the transactions table will match the acct_id that RN Connect is logged in as unless the UpdatedBy property is set (does no apply to RNOWAnswer). If UpdatedBy is set, the acct_id in the transactions table will be set to the UpdatedBy value.
  • chriss
    It appears someone broke that incident record by deleting a foreign key referece.
    I successfully added a thread to a different incident record.
    Thanks for the help!
  • Ryan McCullough
    The error message "Key validation query returned [x] rows, should have returned [y] rows" is usually indicative of an invalid foreign key. An example would be using acct_id=6 where there is no account with an id of 6.

    I would recommend you go through all of the foreign keys in your request and verify they are valid. You can also work with customer support to trace the incident update request. The trace file contains more details about why the key validation failed (specifically the query).
  • chriss
    I removed the addAll line and now I'm receiving this exception:

    fault.api.rightnow.com.RNOWException: Key validation query returned 41 rows, should have returned 42 rows

        at api.rightnow.com.RNOWUtil.RunTransaction(RNOWUtil.java:1762)
        at api.rightnow.com.RNOWObjectFactory.update(RNOWObjectFactory.java:314)
  • Ryan McCullough
    I also wanted to mention that the proper way to retrieve the threads from an incident is:
    Vector<RNOWThread>threads = new Vector<RNOWThread>();
    threads = inc.getThreads();

    I am not sure what the affect of using addAll() is or why it was not working.
  • Ryan McCullough
    Here is your input XML after running it through Tidy (easier to read):
    Code:
    <—xml version="1.0" encoding="utf-8"–>
    <soapenv:Envelope xmlns:soapenv="http://schemas.xmlsoap.org/soap/envelope/"
    xmlns:xsd="http://www.w3.org/2001/XMLSchema"
    xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
      <soapenv:Header>
        <SessionHeader>
          <ClientType>Toolkit-Java</ClientType>
          <RequestTime>2008-03-26T23:51:55.380Z</RequestTime>
          <SessionId>jF2V95xVRW</SessionId>
          <Version>8.4.0.95</Version>
        </SessionHeader>
      </soapenv:Header>
      <soapenv:Body>
        <exec xmlns="urnbj.api.rightnow.com">
          <transaction>
            <incident_update>
              <i_id>36</i_id>
              <prev>
                <assigned>
                  <acct_id>20</acct_id>
                  <group_id>100021</group_id>
                </assigned>
                <banner />
                <c_id>1</c_id>
                <closed>2008-03-25T22:17:46.000Z</closed>
                <contact>
                  <ic_item>
                    <c_id>1</c_id>
                    <prmry>true</prmry>
                  </ic_item>
                </contact>
                <created>2008-03-07T22:47:10.000Z</created>
                <custom_field>
                  <cf_item>
                    <cf_id>104</cf_id>
                    <data_type>1</data_type>
                    <val_int>288</val_int>
                  </cf_item>
                  <cf_item>
                    <cf_id>77</cf_id>
                    <data_type>5</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>84</cf_id>
                    <data_type>5</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>85</cf_id>
                    <data_type>1</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>87</cf_id>
                    <data_type>5</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>98</cf_id>
                    <data_type>5</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>99</cf_id>
                    <data_type>5</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>79</cf_id>
                    <data_type>2</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>80</cf_id>
                    <data_type>7</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>81</cf_id>
                    <data_type>7</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>82</cf_id>
                    <data_type>1</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>68</cf_id>
                    <data_type>7</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>69</cf_id>
                    <data_type>1</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>70</cf_id>
                    <data_type>7</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>71</cf_id>
                    <data_type>1</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>95</cf_id>
                    <data_type>5</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>96</cf_id>
                    <data_type>5</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>97</cf_id>
                    <data_type>5</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>90</cf_id>
                    <data_type>1</data_type>
                    <val_int>272</val_int>
                  </cf_item>
                  <cf_item>
                    <cf_id>91</cf_id>
                    <data_type>1</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>92</cf_id>
                    <data_type>1</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>93</cf_id>
                    <data_type>1</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>94</cf_id>
                    <data_type>1</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>100</cf_id>
                    <data_type>1</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>101</cf_id>
                    <data_type>1</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>103</cf_id>
                    <data_type>1</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>102</cf_id>
                    <data_type>1</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>105</cf_id>
                    <data_type>5</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>106</cf_id>
                    <data_type>7</data_type>
                  </cf_item>
                  <cf_item>
                    <cf_id>107</cf_id>
                    <data_type>1</data_type>
                    <val_int>293</val_int>
                  </cf_item>
                  <cf_item>
                    <cf_id>108</cf_id>
                    <data_type>6</data_type>
                  </cf_item>
                </custom_field>
                <dormant>false</dormant>
                <ei_cust>0</ei_cust>
                <ei_staff>-1</ei_staff>
                <i_id>36</i_id>
                <initial_soln>2008-03-25T22:12:01.000Z</initial_soln>
                <interface_id>1</interface_id>
                <lang_id>1</lang_id>
                <last_resp>2008-03-25T22:17:46.000Z</last_resp>
                <mailbox_id>1</mailbox_id>
                <org_id>3</org_id>
                <prod>
                  <lvl_id>1</lvl_id>
                  <lvl_id>2</lvl_id>
                </prod>
                <queue_id>8</queue_id>
                <ref_no>080307-000014</ref_no>
                <rel_due>2008-03-10T21:47:00.000Z</rel_due>
                <rr_id>1</rr_id>
                <rule_ctx>
                  <state>37</state>
                </rule_ctx>
                <sla_resp_delta>5305</sla_resp_delta>
                <sla_rsln_delta>4346</sla_rsln_delta>
                <smime_type>0</smime_type>
                <source>
                  <lvl_id>32004</lvl_id>
                  <lvl_id>3001</lvl_id>
                </source>
                <status>
                  <id>2</id>
                  <type>2</type>
                </status>
                <subject>Test Issue</subject>
                <thread>
                  <thread_entry>
                    <acct_id>20</acct_id>
                    <ei>-15</ei>
                    <entered>2008-03-25T22:17:46.000Z</entered>
                    <entry_type>2</entry_type>
                    <note>we fixed your problem</note>
                    <seq>1</seq>
                  </thread_entry>
                  <thread_entry>
                    <acct_id>20</acct_id>
                    <entered>2008-03-25T22:16:19.000Z</entered>
                    <entry_type>1</entry_type>
                    <note>i dont know how to fix this</note>
                    <seq>1</seq>
                  </thread_entry>
                  <thread_entry>
                    <acct_id>20</acct_id>
                    <ei>0</ei>
                    <entered>2008-03-25T22:12:01.000Z</entered>
                    <entry_type>2</entry_type>
                    <note>1. WebUser: test note</note>
                    <seq>1</seq>
                  </thread_entry>
                  <thread_entry>
                    <entered>2008-03-07T22:48:02.000Z</entered>
                    <entry_type>1</entry_type>
                    <note>TEst Note</note>
                    <seq>1</seq>
                  </thread_entry>
                  <thread_entry>
                    <entered>2008-03-07T22:47:39.000Z</entered>
                    <entry_type>1</entry_type>
                    <note>Test Issue note</note>
                    <seq>1</seq>
                  </thread_entry>
                  <thread_entry>
                    <c_id>1</c_id>
                    <channel>6</channel>
                    <ei>0</ei>
                    <entered>2008-03-07T22:47:10.000Z</entered>
                    <entry_type>3</entry_type>
                    <note>test Issue</note>
                    <seq>1</seq>
                  </thread_entry>
                </thread>
                <updated>2008-03-25T22:17:46.000Z</updated>
              </prev>
              <source_upd>
                <lvl_id>32007</lvl_id>
                <lvl_id>6002</lvl_id>
              </source_upd>
              <thread>
                <thread_entry />
                <thread_entry />
                <thread_entry />
                <thread_entry />
                <thread_entry />
                <thread_entry />
                <thread_entry>
                  <entry_type>1</entry_type>
                  <note>test note</note>
                  <seq>1</seq>
                </thread_entry>
              </thread>
            </incident_update>
          </transaction>
        </exec>
      </soapenv:Body>
    </soapenv:Envelope>
    


    Notice all of the empty <thread_entry /> pairs. You do not need to include all previous thread entries when adding a new thread entry. You want to remove this line from your code: threads.addAll(inc.getThreads());


  • JKauffman
    Turns out is was a connection string issue.    Going to the wrong site can result in the "Invalid Server Version" error.
  • JKauffman
     
    I downloaded the files directly from our site (http://casto.custhelp.com/rnt/rnw/connect/RightNowConnect-DotNet.zip ) and I am still getting the "Invalid Server Version" error.
     
    Where should I go to get the correct versions for our application?
  • Ryan McCullough
    This is not supported with Desktop Integration. I would suggest you contact customer support and ask that this functionality be added as a feature request for a future release of RightNow CRM and RightNow Connect.
  • MikeP
    I think the closest you can come is by joining the clicktrack table to the contacts table and seeing when the last click occurred. 
     
    You can surmise some additional information.
    If the last page viewed was the login page then they logged out.
    If the last click was further back than the session timeout they are not logged in.
     
    I have not created this report but have worked with this table enough to have some faith in this.
     
    Mike
  • Ryan McCullough
    RightNow Connect November 07, released earlier this month, provides the ability to execute additional reports.  The amount of data returned from a report can be configured from the report creator.
  • Ryan McCullough
    Hmm, I had been told that feature has been present since 8.0. I will confirm, but I am glad you got it working.