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Expert Articles

Comprehensive resources for Oracle RightNow developers and consultants

Catching Requests Rejected by the F5 Security Module

Posted by Ben Johns on Saturday, August 17, 2013 - 5:59pm
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The F5 is a security layer that filters all incoming and outgoing traffic to any site hosted on the PS pod. Yes, all traffic. If it sees anything it doesn't like, based on some secure, cryptic string parsing rules, it will reject the entire request, kick back a 503 error (for some reason), and puke out an ugly HTML page with a long support ID.

AddIns - The Fragile Nature of Workspace Configuration

Posted by jack.whitehouse on Sunday, August 11, 2013 - 12:21pm
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Workspace configuration settings allow an administrator to set specific values for your add-in based on the workspace that it's placed on. For example: if you have a control with a label you could expose the label text as a configuration setting so that administrators could change it without needing you to re-compile your add-in. String, bool and int types are supported by the attribute.

Fixing a CP3 bug where Proactive Chat can't pass Custom Fields to the Chat Landing page

Posted by AW Rowse on Thursday, August 8, 2013 - 2:16pm
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I recently encountered an issue with Proactive Chat in CP that wasted a good 4 hours of my time and resulted in being a bug in the framework. According to Oracle, this should be fixed in Feb 13 SP3... but as a general rule I don't believe anything Oracle says until I see it happen.

In the meantime, there is a fairly easy fix through a simple customization of the ChatServerConnect widget.

This article will describe the bug, and provide details on the interim fix.

Proactive Chat - Intercepting Chat Events

Posted by AW Rowse on Sunday, August 4, 2013 - 6:01pm
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RightNow Syndicated Proactive Chat is a RightNow feature that exposes proactive chat functionality to external websites such as your homepage, shopping cart, or any other page that can execute some JavaScript. Like Proactive Chat in Customer Portal, syndicated proactive chat prompts the user for a chat session when certain conditions are met (such as if the user has been on a single page for a configurable time interval). Due to the fragmented documentation around this product feature, most people don't know that you can customize the proactive chat experience beyond the basic settings available in the Syndicated Chat Wizard.

This tutorial will give a glimpse at the advanced customization possible.

Custom Fields vs. Custom Attributes

Posted by AW Rowse on Sunday, August 4, 2013 - 4:53pm
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I’m often asked what’s the difference between Custom Fields and Custom Attributes, and when each should be used.

My answer is “Use Custom Attributes, unless you need to use the field with a feature not compatible with Custom Attributes.”

This answer baffles most. It is not clear what RightNow product features do not support Custom Attributes. The goal of this article is to identify those features and help you make better decisions when defining your data model extensions.

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