Expert Articles

Comprehensive resources for Oracle RightNow developers and consultants

cURL and Async CPMs

Posted by Ben Johns on Saturday, July 4, 2015 - 12:07pm
Ben Johns's picture

If you are using cURL in an asynchronous CPM to post data to an external endpoint, beware. Calling the \load_curl() method will usually load the cURL library, unless the back-end SPM process that runs your particular instance of the CPM already loaded the library! In this case the CPM will fail, in what appears to be an inconsistently reproducible way.

Get in the habit of wrapping your \load_curl() method like this:

if (!function_exists("\curl_init"))
{
    \load_curl();
}

Quick Tip: Encrypted Pass Through Authentication (EPTA) Initialization Vectors

Posted by AW Rowse on Thursday, June 18, 2015 - 11:01am
AW Rowse's picture

When setting up Encrypted PTA, configuring the correct Initialization Vector in the PTA_ENCRYPTION_IV configuration setting can be confusing. I find the setting documentation misleading unless you really understand what it is asking for.

Per the field documentation:

Customizing the Chat States of the Syndicated Conditional Chat widget

Posted by AW Rowse on Wednesday, June 10, 2015 - 10:46am
AW Rowse's picture

For many customers, the default chat service States displayed by the Oracle Service Cloud Syndicated Conditional Chat widget do not meeting their business needs. A common desire is to have the chat link be available, even if all agent's are busy. This gives the user a chance to wait in the queue if they want.

This can be done easily by setting the 'min_sessions_avail' setting to 0, and the 'wait_threshold' setting to a very high value. I usually put it at 1 day by setting it to 86400 seconds.

Security Vulnerabilites in Customer Portal pagesets

Posted by AW Rowse on Tuesday, May 26, 2015 - 10:28am
AW Rowse's picture

If your Customer Portal site has a "mobile" or "basic" directory and associated pages in your "views/pages" directory your site might be at risk; especially if you don't use these pages! For nearly all sites created since the release of CP2, this will be the case unless you've taken manual steps to remove them.

Duplicate Contacts and Unique Fields

Posted by Ben Johns on Thursday, May 21, 2015 - 11:15pm
Ben Johns's picture

In order to reduce duplicate contact records, it would be useful to be able to specify unique contact fields (such as mobile phone number, or a particular custom field), similar to how email addresses are handled as unique identifiers. If the client needs a full-fledged solution for this across their entire system, this is difficult to do from a purely technical level. Most clients simply train their agents to first search for existing contacts and have a business process for merging duplicate contacts when manually found in the system, which is good enough for most.

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