Expert Articles

Comprehensive resources for Oracle RightNow developers and consultants

Agent SSO Lessons Learned: SAML and Security Zones

Posted by AW Rowse on Saturday, October 26, 2013 - 8:33pm
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Configuring SAML SSO for the CX Agent Console is always a painful process. Online documentation is vague and mostly lacking. Additionally, there is absolutely no way to debug a problem when your initial configuration fails. There are no available logs and the visible error message gives no indication of what specifically failed. There is some ability to have tracing enabled, but RightNow Customer Care will not do so willing.

CPMs: Triggering CPMs from Business Rules

Posted by Ben Johns on Saturday, October 19, 2013 - 4:47pm
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This functionality is now available in the May 2014 release! View the May 2014 release notes for details.

CPMs 101: Introduction to Custom Process Models

Posted by Ben Johns on Saturday, October 19, 2013 - 12:36pm
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CPMs provide the ability to trigger custom code whenever select objects in the system are either created, updated, or destroyed. This is extremely useful for myriad types of functionality such as external integrations and advanced business logic. This tutorial is a primer for those just getting started and will walk through how to build a simple CPM from the ground up. More advanced CPM articles are also available. Enjoy!

The Case of the Disappearing Navigation Section AddIn

Posted by AW Rowse on Sunday, October 6, 2013 - 12:10am
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On a recent project many agents reported issues with their CX Desktop because a very, very important component was mysteriously missing. This particular component was a Navigation Section AddIn that enabled an important integration with the client's external systems. After a lot of time spent triaging and debugging, we finally found the reason why this AddIn would disappear from some agent's consoles.

CP 3.0 Nested Custom Widget Deployment Bug

Posted by Ben Johns on Wednesday, August 21, 2013 - 1:26pm
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In CP Framework Version 3.0, nested widgets behave differently depending on whether you are in development mode or staging/production.


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