Workaround

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 CXDeveloper.com. As new CX versions are released, the document will be updated accordingly.

SAML Knowledge Roundup

Tags: 

RightNow + SAML is a pain, impossible to debug, but possible to do. The following is a running collection of tips and knowledge around implementing SAML in RightNow

Changing Polling Intervals on Syndicated Conditional Chat

One item that is not exposed in Syndicated Conditional Chat's initialization parameters is the polling interval. The interval is unfortunately hard coded into the widget, but this doesn't mean that you can't control it. There is a widget initialization parameter named "enable_polling"; when this value is set to "false", the widget will not poll the server. This then gives you the chance to write your own polling logic using the syndicated widget frameworks Event system.

This works by subscribing to 2 events

Passing search filters to multiple reports on a page with a sidestory of page name lessons learned (i.e. what not to name your Customer Portal page)

I recently learned a hard lesson about page names in Customer Portal. In my case, I was building a report search page that contained a bunch of filters and a Grid widget that showed the results of my report search. Not thinking twice about it, I named my page "search.php" so that its URL would be https://subdomain.custhelp.com/app/search.

Remove summary section from Answer in Chat response.

Tags: 

The agent clicks on the Search Knowledge base button from the Chat Compose workspace and sends an answer by clicking on the "Add as text" link.

Currently the article is sent with the following details.

***** Summary *****

Mobile Phones

***** Question *****

My phone does not get any signal?

***** Answer *****

Try restarting….

Is it possible to send just the answer text and none of the details highlighted as bold.

Mobile Client Considerations

More and more often, clients look for a way to integrate their mobile and web applications with their RightNow instance. The ability to connect end-users directly to the support infrastructure is powerful, but the standard tools RightNow provides don't quite fit the bill.

Determining the URL for an interface

Occasionally you need to determine the domain name for an interface in RightNow CX. This guide will show you how to do that even if the interface is using a vanity URL (custom CNAME).

Defect - Forcing Password Reset via SOAP

CX Version: 

When creating or updating an Account through the SOAP API you can specify that the user needs to change their password on their next login.
This is generally used when an administrator resets a password and wants the new value to be only good for a single use. When setting this
flag and a new password through the API though there appears to be a product defect: only the password gets set, the reset flag does not.
Setting either independently works, just not together (as you often would).

Parsing XML in RightNow PHP

RightNow's PHP build is different than most PHP builds you've encountered. It excludes useful extensions that are assumed to be available by most developers including:

  • SOAP extensions
  • Multibyte String extensions
  • XML Parsing extensions (SimpleXML)

Note: Expat is available in most builds, but it is a very "special" XML library that is event based instead of tree/DOM based. I personally would rather feed my fingertips to the wolverines than use it.

Survey SSL Error

CX Version: 

If your marketing surveys are submitting to an error page that states "you must use ssl to access this resource", there is a quick workaround!

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