Integrations and APIs for Service

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  • Bastiaan van der Kooij
    Escalate (Custom) Object using CPM35.0
    Topic posted May 15, 2015 by Bastiaan van der KooijGold Crown: 30,000+ Points 
    Escalate (Custom) Object using CPM


    does anyone know if it is possible to escalate a custom object (or common object) via a custom Process? I need to add it to the dbauditlog so it will come back to process in a specified time, like a cronjob.


  • Charlie Mopps
    ROQL Documentation?105.0
    Topic posted July 26, 2013 by Charlie MoppsGold Medal: 3,500+ Points 
    ROQL Documentation?

    I'm attempting to do some rather complicated stuff using the API and ROQL. Unfortunately the documenation I've found on ROQL so far is terrible.

    I need information on how to do more than basic querries.

    For example:

    How do you do

    DESCRIBE Account

    and every other administrative command that I can use in ODBC? Unfortunately ROQL seems to have relabled the majority of the fields and table names so getting them right is a guessing game until I can figure out how to get it to just spit out a list for me.

    If anyones got any of this to work, I'd love to hear how.




  • ryszard antonczyk
    Help us to help you. Please read this first!Answered65.0
    Topic posted April 26, 2010 by ryszard antonczykBronze Trophy: 5,000+ Points 
    Help us to help you. Please read this first!

    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.

    Code Snippet:
  • chris fellows
    Custom Objects and Connect Desktop Integration...25.0
    Topic posted December 6, 2010 by chris fellowsSilver Medal: 2,000+ Points 
    Custom Objects and Connect Desktop Integration (JavaScript)

    With the release of Custom Objects in RightNow CX November 2010 the Connect Desktop Integration has been updated to expose the objects through JavaScript.   When using a browser control within a workspace of a custom object you can pass the object data as URL parameters.  For example:

    Package Name:   CO

    Class Name (Table): Users

    Field: FirstName

    To pass the FirstName field into a browser control on the Users workspace, you could do the following:$CO$Users.FirstName

    The URL parm of firstname will now have the FirstName from the Users class.


  • chris fellows
    Custom fields and RightNow Connect for PHPAnswered15.0
    Topic posted December 3, 2010 by chris fellowsSilver Medal: 2,000+ Points 
    Custom fields and RightNow Connect for PHP


    Wanted to post a quick note about setting custom fields within a RightNow Connect for PHP object.

    For each primary object that has custom fields an object is exposed that would be used to add/remove values.

    For example custom fields for an Organization can be set through the OrganizationCustomFields object.  In the example below a menu item custom field and a text custom field are being set using Connect for PHP on an existing organization object.


    Code Snippet:
  • John L
    Mail Message Recipient Limit85.0
    Topic posted August 6, 2018 by John LGold Medal: 3,500+ Points 
    Mail Message Recipient Limit

    Hi all,

    I have a report that contains fields from a handful of custom objects and some additional columns that have functions to calculate some data from these columns. This report also contains a script which, based on the value of the computed column, will send an email to a contact. This script works fine, but produces the error below after 200 emails are sent:

    Error: Mail message send failed: Number of email recipients 201 exceeds the remaining allowable recipients 0. Please configure number of email recipients to be lower than remaining available recipients.

    It's clear to me that there is a limit of 200 emails that can be sent at a time. Is there a way to adjust the max allowable recipients? If not, is there some other way to circumvent this limitation in the report script or otherwise?

    Feb 2017
  • Anurag Mittal
    REST API throws "408 Request Time-out" errorAnswered15.0
    Topic posted March 30, 2017 by Anurag MittalGold Crown: 30,000+ Points 
    REST API throws "408 Request Time-out" error

    My client is using RESP API to create record in OSvC from EBS. They have loop which call POST operation to create each Orgs record in OSvC. According to them everything goes well for few record and then they start getting "408 Request Time-out" error. 

    When they rerun their program it works for failed record. 

    Here is the header, they have added Keep-alive

    req := utl_http.begin_request(v_url, v_method, 'HTTP/1.1'); -- 'POST',
    utl_http.set_header(req, 'user-agent', 'mozilla/4.0');
    utl_http.set_header(req, 'Accept', 'application/json'); -- 'application/json'
    utl_http.set_header(req, 'Content-Language', 'en-US');
    utl_http.set_header(req, 'messageType', 'TEXT');
    utl_http.set_header(req, 'content-type', 'application/json;charset=UTF-8');
    utl_http.set_header (req, 'Keep-Alive', '3000');

    Any suggestion how to fix this one ??


    Aug 2016
  • Ranjeet Nayak
    Duplicate Criteria in Data Import Wizard25.0
    Topic posted May 15, 2018 by Ranjeet Nayak 
    Duplicate Criteria in Data Import Wizard

    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.

    Service Cloud Aug 17
    Code Snippet:
  • Roger Beggs
    Authenticating external application using Service Cloud as...105.0
    Topic posted April 12, 2018 by Roger BeggsGreen Ribbon: 100+ Points 
    Authenticating external application using Service Cloud as the identity provider

    I am trying to authenticate using single sign-on by sending this SAML request to Service Cloud:

    POST /cgi-bin/rnowgse00137.cfg/php/sso/saml2/idp/post/login.php HTTP/1.1
    Host: {sc-host}
    Origin: {app-host}
    Content-Type: application/x-www-form-urlencoded
    Content-Length: nnn

    where {saml} is a base64 encoding of this request:

    <samlp:AuthnRequest xmlns:samlp="urn:oasis:names:tc:SAML:2.0:protocol"
      ID="_8dcc6985f6d9f385f0bbd4562ef848ef3ae78d87d7" Version="2.0"
      Destination="http://{sc-host}/cgi-bin/rnowgse00137.cfg/php/sso/saml2/idp/post/login.php" >

    But it always returns an HTTP 400 (Bad Request) error with no other information.
    Is there something wrong with this request, and how do I know what it is?  Are there any logs that a user can access?

    I have validated the request with a third-party tool and tried various other sample requests that I found on the Internet.  Are there any examples of a request that Service Cloud considers valid?

    Does it have to have a certificate?  If so, is there a way I can turn this off for initial testing?

    Any help much appreciated.

    Service Cloud August 2017
  • JJ
    Topic posted February 27, 2018 by JJ Bronze Crown: 15,000+ Points 


    Recently upgraded to Nov 2017. When we now try and access the REST API, e.g. /services/rest/connect/v1.4/incidents/ we get the following

    {"type":"***/services/rest/connect/exceptions/OSC-CREST-00025","title":"Bad Request","status":200,"detail":"Request could not be understood by the server. Please modify your query and try again.","instance":"***/services/rest/connect/exceptions/OSC-CREST-00025","o:errorCode":"OSC-CREST-00025"}

    Any reason?

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