Custom Processes

Mobile Field Unique

I am new to this. I want add duplicate check on mobile filed in rightnow console agent desktop.

my logic is to get count something like this SELECT count(CustomFields.c.Mobile) FROM contact WHERE CustomFields.c.Mobile = entered mobile field

if count result is greater then zero than it should throw an error, I need help with code

Async CPM Development and "My Code's Not Updating!"

While developing asynchronous CPMs, you'll notice that when you make a code change, the site logic may or may not update immediately. In fact, sometimes you may run the CPM and it will appear to use your old code, then the next time it will use your new code, then vice-versa! This is due to the fact that Oracle 'caches' the async code in memory

Update a customfield of a Contact

How can i update a customfield of a Contact.

1. $contact->CustomFields->c->camp_nombre (not working).
2. $contact_campana = "UPDATE Contact SET CustomFields.c.camp_name='".$valor1."' WHERE ID = '".$contact_id."'"; (not working)


Custom Processes Not working properly

Dear Team,

At particular status we are moving data from "incident" to "employee object(Custom object)". It is not working properly. Suppose if we create employee at particular incident status with custom process and try to update the same immediately, it is not working, if we test it after 10 to 15 minutes its working fine but immediately it is not working, we are confusing.

Thanks in Advance

Calling message template in custom process for sending email

Hello All,

I have requirement for sending a email to all contacts subscribed to a particular answer. I need to use a message template exists for sending out this email. Can somebody here tell me how to call an existing message template in a custom process. Any help in this regard will be greatly appreciated.



cURL and Async CPMs

CX Version: 

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"))

exemption for duplicate emails


We have enabled EGW_DISCARD_DUPLICATE_ENABLED in configuration settings. But we do receive duplicate emails from a government organizations with same subject and body and same time but with different attachments. Is there any way to let these emails into the system without being discarded.

Please let me know



Duplicate Contacts and Unique Fields

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.

New Site Feature: CX Features by Version matrix

Today I published a document that I've been working on for a while; my hope is to extend the benefit I receive to everyone else in the community. This document is a list of Oracle RightNow CX features by version. This will be a living page permanently in the left-hand navigation of As new CX versions are released, the document will be updated accordingly.

Get updatedtime of customfield

Need to know how to get the updated time of a custom field in Oracle Rightnow.


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