Integrations and APIs for Service

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  • MadMax
    Help with adding SLA to ContactsAnswered2
    Topic last edited October 29, 2011 by MadMax Green Ribbon: 100+ Points 
    Title:
    Help with adding SLA to Contacts
    Content:

    I searched through the forums and read a couple of posts but need more help.

    I feel like this should be simple. We use Pass Thru Auth(PTA) to login users from our primary site to Right Now.  During that pass-thru process we update 15 or so RN fields like email address, user name, custom fields, etc.  We used to update SLA but obvisosly we can't do that anymore. 

    We do write our SLA indicator to a custom field and I want to know the best way to engage a rule thats states if this custom field = 5 then apply SLA = "Base".  When can the rule be triggered?

    Can we write a piece of code and pass it through during the PTA process that says kick-off or apply this rule to this contact update process? 

     

    (we have 787,000 contacts and most have a SLA already, but many do not,  hence why i really just want to apply a rule when someone uses PTA and we update their contact record)

     

    Thanks in advance..

  • Durga Pillalamarri
    Getting channel id from incident object4
    Topic last edited October 29, 2011 by Durga PillalamarriGreen Ribbon: 100+ Points 
    Title:
    Getting channel id from incident object
    Content:

    Hello,

    I am trying to get the channel id from an incident object using SOAP API. I have successfully been able to get disposition, product, status, assignned to and interface. But I am unable to get the threadlist. I want to get the threadlist so I can access the channel through any of the threads in the list.

    I am using the February 2011 version of the RightNow Connect SOAP API.

    This is what I have so far.

    Incident incidentTemplate = new Incident();
    incidentTemplate.setDisposition(new NamedIDHierarchy());
    incidentTemplate.setProduct(new NamedIDHierarchy());
    incidentTemplate.setStatusWithType(new StatusWithType());
    incidentTemplate.setAssignedTo(new GroupAccount());
    incidentTemplate.setInterface(new NamedID());
    incidentTemplate.setThreads(new ThreadList());

     

    queryString = "SELECT Incident FROM Incident WHERE UpdatedTime > '" + startDateTime + "' AND UpdatedTime < '" + endDateTime + "' LIMIT 1000 OFFSET " + offset;

    queryResultIncidents = _service.queryObjects(queryString, incidentTemplates, 1000, clientInfoHeader);

    I get the following exception

    org.apache.axis2.AxisFault: javax.xml.stream.XMLStreamException: ParseError at [row,col]:[31,3]
    Message: The declaration for the entity "HTML.Version" must end with '>'.

    Is there another way to get the channel id/name from an incident object.

    Thank you,

    --Durga.

  • Ron
    Update user password in RightNow Connect5
    Topic last edited October 29, 2011 by Ron Green Ribbon: 100+ Points 
    Title:
    Update user password in RightNow Connect
    Content:
    We are using PTA and will need to update a user's password if they change it on our system.  We know how to do this with the XML API, can we do so via RightNow Connect? I am new to this, and am having difficulty finding it in the .chm manual for August 09 (the reader on my Mac just shows the whole manual as run together, but that is a separate issue).
  • John Favaro
    Existing Phone Fields and PhoneTypesAnswered1
    Topic last edited October 29, 2011 by John FavaroRed Ribbon: 250+ Points 
    Title:
    Existing Phone Fields and PhoneTypes
    Content:

    I've been looking through the documentation and I can't seem to find a reference anywhere as to the equivalencies of the pre-existing fields to the desired PhoneTypes.

    The fields in question are:

    contacts.ph_office

    contacts.ph_fax

    contacts.ph_mobile

    contacts.ph_mobile

    contacts.ph_asst

     

  • zbethem
    Dynamic Retrieval of Province / State Id values4
    Topic last edited October 29, 2011 by zbethem Blue Ribbon: 750+ Points 
    Title:
    Dynamic Retrieval of Province / State Id values
    Content:

    Wondering how people have built their solutions for dynamically retrieving ID values based on the State/Province and Country label?

     

    Sure you can hard-code it all, but why bother with that? 

  • Brian Houlihan
    Multiple Records Modified WarningAnswered1
    Topic last edited October 29, 2011 by Brian HoulihanBlue Ribbon: 750+ Points 
    Title:
    Multiple Records Modified Warning
    Content:

    An unusual warning is occurring during the save of an answer.

    I have an add-in for Answer workspace that I am doing a Save and then a Close.  If I don't change the products/categories for the answer everything goes fine.  However, if I do change either the products or categories I receive the following warning after I execute the close:

    "Do you wish to save your changes? Multiple records have been modified: Meta-Answer: "

    This warning only happens when ExecuteEditorCommand(EditorCommand.Save) and then ExecuteEditorCommand(EditorCommand.Close).  If it is done with ExecuteEditorCommand(EditorCommand.SaveAndClose) at the end of the method, then the warning does not appear.

    Note: due to my logic I need to do the Save and the Close separately.

    Is there some way I can stop this warning from happening?

    Thanks in advance,

    Brian

    Code Snippet:
  • qnguyen
    Incident Creation Failure!3
    Topic last edited October 29, 2011 by qnguyen Green Ribbon: 100+ Points 
    Title:
    Incident Creation Failure!
    Content:

    Using RightNow Connect API version 9.2.0.121, I failed to create a incident. The exception is:

     

    org.xml.sax.SAXParseException: Open quote is expected for attribute "size" associated with an  element type  "font".

     

    This is used to work with RightNow Connect API version 8.8.0.107 with the same code.

     

    Thanks!

    Quang Nguyen 

  • Wendy - CIG
    Slow Response RightNow after Webservice CallAnswered3
    Topic last edited October 29, 2011 by Wendy - CIGBronze Medal: 1,250+ Points 
    Title:
    Slow Response RightNow after Webservice Call
    Content:

    Hi,

    First off am currently new to development within RightNow.

    I have created an Extensionbar with my own buttons on it. These buttons do a Webservice request (ie Logging in an Agent). But it takes a few seconds before Rightnow is responsive again, is this a common issue? The actual request which is being send seems to be send after it becomes responsive again.

    We are using version February '10. Used the InvokeAWebService Sample as an example on how to use the Webservice calls.

    With kind regards,

    Jurrien Fakkeldij
    @Voicetec.

  • Paks
    Custom fields using RNT connect6
    Topic last edited October 29, 2011 by Paks  
    Title:
    Custom fields using RNT connect
    Content:
    We are trying to update say, for example contact custom fields using rightnow connect.
    Do we need to keep track of custom field IDs, data types just as with the XML APIs.
    Has there been any change in assigning values to custom fields from the XML APIs product.
     
    Somebody, please advise.
     
    Paks. 
  • Sreenivasa Rao
    Questions on connecting to RightNow 9.5 Version3
    Topic last edited October 29, 2011 by Sreenivasa RaoGreen Ribbon: 100+ Points 
    Title:
    Questions on connecting to RightNow 9.5 Version
    Content:

    Hi,

    I have a project requirement to clone the existing code which connects to Right Now 8.4.  This code has to be modified to connect to RightNow version 9.5. While doing so, some of the properties that are available in 8.4 version are not appearing in 9.5 version.

    for eg: The class RNOWcontact has a property called 'WFFlag' in RightNow version 8.4. But the same property is not available under the RNOWContact Class for RightNow version 9.5. Please advise what needs to be done on this.

     

    Regards,

    Sreenivas

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