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RightNow February `08

1. Name Use Type Visibility acct_id The ID number of the account integer CDGU acd_group The automatic call distribution group associ string CGU ated with a staff account acd_passwd The automatic call distribution password string CGU associated with a staff account alt_name The alternate name of the staff account Uses pair CGU the following nested pairs first_name The alternate first name of a staff account string CGU RIGHT NOW TECHNOLOGIES 126 Pair Names Table 27 Account Pairs Continued Name last_name Use The alternate last name of a staff account Type string Visibility CGU attr A bitmap that determines the attribute sta tuses of the account e Q Fully enabled e 1 Assignment to the staff member is disabled e 2 Views and reports are disabled e 4 Account locked e 8 Fotce password change e 32 Permanently disabled integer CGU country_id The default country associated with a staff account integer CGU custom_field A custom field associated with a staff account For information on the nested pairs this pair uses refer to Custom field APT on page 140 pair CGU def_curr_id The default currency associated with a staff account integer CGU display_name The display name associated with a staff account string CGU eas_id The agent skills ID associated with a staff
2. Name Use Type Visibility action The action to take on the link This field integer CDU must be set to 1 to create a link 2 to update a link and 3 to delete a link from_a_id The first linked answer viewed integer CG static_strength The static strength of the link integer CG strength The relative relatedness of the linked integer CG answers to a id The second answer viewed integer CG m id The meta answer the answer is associated integer CDG with next_notify The date a notification will be sent for the time CGU answer notes The notes field of the answer string CGU notif_type The type of notification string CGU publish_on The date the answer will be published on time CGU rule_ctx Escalation and rule state information associ pair G ated with the answer Uses the following pairs escldate The date and time the answer was escalated time G escllevel The level that the answer has been escalated integer G to through the rules engine state The rule state the answer is currently in integer G solution The solution of the answer string CGU solved_count The relevancy ranking of this answer integer CGU source_upd The source of the answer Uses the following pair CGU nested pairs RIGHT NOW TECHNOLOGIES 132 Pair Names Table 28 Answer Pairs Continued Name Use Type Visibility Ivl_id1 The level one source of the answer Refer to integer CGU Appendix B
3. Level One Source Level Two Source Code 32001 Administration Console Refer to Table 45 on page 181 Appendix B Table 44 Level Two Source Codes Continued 179 Level One Source Level Two Source Code 32002 RightNow Console Incident editor 1001 Contact editor 1002 Organization editor 1003 Opportunity editor 1004 Task Instance editor 1005 Answer editor 1006 Mailing editor 1007 Survey editor 1008 Campaign editor 1009 Document editor 1010 Mailing format editor 1011 Segment editor 1012 Contact list editor 1013 Offer Advisor 1014 Answer propose 1015 Opportunity create from incident 1016 editor RightNow Live 1017 Analytics 1018 32003 Accessibility interface Incident editor 2001 Contact editor 2002 Organization editor 2003 RIGHT NOW TECHNOLOGIES 180 Source Codes Table 44 Level Two Source Codes Continued Level One Soutce Level Two Soutce Code 32004 End user interface Ask a Question 3001 My Stuff Questions 3002 My Stuff Profile 3003 Pass through authentication 3004 Answer feedback 3005 Site feedback 3006 Survey response 3007 32005 RightNow Wireless Administration incident edited or 4001 assigned Ask a Question 4002 My Stuff Questions 4003 My Stuff Profile 4004 Pass through authentication 4005 Answer feedback 4006 32006 Utilities except k
4. lt pair name note type string gt I want to send a picture I have taken with my camera phone through email How can I do this lt pair gt lt pair name seq type pair gt 1 lt pair gt lt pair gt lt pair gt lt pair name subject type string gt How do I send a picture with my new camera phone lt pair gt lt pair name ee flag type integer gt 1 lt pair gt lt parameter gt lt function gt lt connector gt In this example the contact_id variable is set when the c_id is returned by the contact_create function When the incident is created the c_id of the newly created contact is passed using the variable contact_id in the c_id pair Finding code numbers You will frequently need to use code numbers in your XML to identify items such as prod ucts categories custom fields and staff accounts RightNow provides two easy ways to look up the codes for these types of fields mouseover functionality and the lookup_id_for_name function Using the mouseover function You can use RightNow mouseover functionality to look up many of the code numbers you need Simply mouse over a profile group staff account contact type country state province organization address type service product service category incident disposition incident sta tus answer status answer access level billable task SLA or custom field RIGHT NOW TECHNOLOGIES 90 XML Integration Figure 1 shows the mouseov
5. ty type integer gt 5 lt pair gt pe string gt Main St Branch lt pair gt pe type i pair gt nteger gt 38 lt pair gt type integer gt 6 lt pair gt type string gt Model 80801 DS9 lt pair gt p The following example shows how to set a radio button custom field and a date time custom field where the value pair is set to 1 for yes or 0 for no lt pair name custom field type pair gt lt pair name cf item5 type pair gt lt pair name cf id lt pair name data ty lt pair name val_int lt pair gt lt pair name cf item6 ty lt pair name cf id lt pair name data ty type integer gt 41 lt pair gt pe type integer gt 2 lt pair gt type integer gt 0 lt pair gt lt pe pair gt type i pe type integer gt 4 lt pair gt nteger gt 42 lt pair gt lt pair name val_ time type time gt 1096045800 lt pair gt lt pair gt lt pair gt Adding thread entries An incident can contain a threaded conversation between staff members and customers A sales contact sales opportunity or sales organization can contain threaded entries by staff members only You can create threads with the XML API create and update functions by using nested pairs which allow you to specify the type of thread that is associated with the incident The following pairs are requited for create and update functions entry_t
6. LibJPEG graphics library is 1991 1998 Thomas G Lane and the Independent JPEG Group GIFLIB graphics library is O 1997 Eric S Raymond LibXML XML Parser is 1998 2003 Daniel Veillard glib gthread gmodule utilities is 2001 2008 The Mono Project and Contribu tors gdiplus graphics utilities is 2001 2008 The Mono Project and Contributors Mono Project NET Vir RIGHT NOW TECHNOLOGIES tual Machine and Toolchain is 2001 2008 The Mono Project and Contributors Mono MCS Classes code library is 2001 2002 2003 The Mono Project and Contributors MBUnit utility and test code 2005 2007 Andrew Stopford and 2000 2004 Jonathan De Halleux Jamie Cansdale jaxws2 java utility code is Copyright 1996 2006 Sun Microsystems Inc jstl java utility code is Copyright 1996 2006 Sun Microsystems Inc activa tion java utility code is Copyright 1996 2006 Sun Microsystems Inc JDOM XML utilities is Copyright 2000 2002 Brett McLaughlin amp Jason Hunter Jetty java servlet container is Copyright 1995 2006 Mort Bay Consulting JUnit java utilities Copyright 1997 2006 JUnit org quartz java timer utility is Copyright 2004 2005 OpenSymphony Spring Framework web services utilities is Copyright 2004 2007 Rod Johnson Juergen Hoeller Alef Arendsen Colin Sampaleanu Rob Harrop Thomas Risberg Darren D
7. Source Codes on page 177 lv1_id2 The level two source of the answer Refer to integer CGU Appendix B Source Codes on page 177 static_solved The fixed relevancy ranking of this answer integer CGU 100 is fix at top 50 is fix at middle 0 is fix at bottom status The status of the answer Uses the following pair CGU nested pairs id The ID number of the status of the answer integer CGU type The status type the answer is assigned to integer CGU sub_tbl Used in the ans get function to identify the pair G table to retrieve notes from Uses the follow ing nested pair tbl_id Specifies the table to get notes from This integer G pair should always contain a value of 164 the ID of the notes table summary The title of the answer string CGU type The type of answer integer CGU e 1 HTML e 2 URL e 3 File Attachment url The answer URL if the answer type is URL string CGU wf_flag Determines whether business rules run integer CU when the answer is created updated or deleted e 0 Business rules do not run e 1 Business rules run Appendix A Contact API Contact API 133 The pairs described in the following table are available to use in contact functions Table 29 Contact Pairs Name Use Type Visibility acquired The time the first opportunity associated time G with the contact was closed addr The address of the contact Us
8. Table 38 Quote Pairs Continued Quote API 165 Name Use Type Visibility name The name of the quote string GU notes The notes associated with the quote string GU offer_end The offer end date time GU offer_start The offer start date time GU prod The sales products contained in the quote pair GU Uses the following nested pairs pq_item A sales product associated with the quote pair GU Uses the following nested pairs adjusted_desc The adjusted description of the product string GU associated with the quote adjusted_id The adjusted ID of the product associated string GU with the quote adjusted_name The adjusted name of the product associated string GU with the quote adjusted_price The adjusted price of the product associated pair GU with the quote Uses the following nested pairs curr_id The ID number of the currency of the integer GU adjusted price rate id The ID number of the exchange rate of the integer GU adjusted price val The adjusted price string GU adjusted _total The adjusted total for the product associated pair GU with the quote adjusted price multiplied by quantity Uses the following nested pairs curr_id The ID number of the currency of the integer GU adjusted total rate_id The ID number of the exchange rate of the integer GU adjusted total RIGHT NOW TECHNOLOGIES 166 Pair Names Table 38 Quote Pairs Continue
9. lt parameter name args type pair gt RIGHT NOW TECHNOLOGIES 56 XML Integration lt pair name m_ id type integer gt 25 lt pair gt lt parameter gt lt function gt lt connector gt This example deletes the meta answer with an ID number of 25 from the database meta_ans_update The meta_ans_update function is used to update the information associated with an existing meta answer in the RightNow database The function has two components the args parame ter and an array of pair data A valid m_id of an existing meta answer must be supplied The API will set any fields supplied in the pair list and any meta answer fields missing from the pair list will not be altered in the database Example lt connector gt lt function name meta_ans update gt lt parameter name args type pair gt lt pair name m id type integer gt 25 lt pair gt lt pair name categories type pair gt lt pair name hier item type pair gt lt pair name hm type pair gt lt pair name lvl_ idl type integer gt 18 lt pair gt lt pair gt lt pair gt lt pair name hier item type pair gt lt pair name hm type pair gt lt pair name lvl_ idl type integer gt 13 lt pair gt lt pair name 1v1_id2 type integer gt 42 lt pair gt lt pair gt lt pair gt lt pair name hier item type pair gt lt pair name hm type pair gt lt pair name lvl_idl type integ
10. 113 If you use pass through authentication to add a contact record but the email address already exists in the knowledge base associated with another contact record RightNow will add the record however it will append 0001 to the end of the email address This will also occur if you try to update a contact record in order to change the email address but the email address already exists in the knowledge base If this occurs repeatedly with the same email address the appended number will automatically increment for example 0002 0003 etc RIGHT NOW TECHNOLOGIES 114 Pass Through Authentication Implementing a customer login script To develop a login parameters integration you will need to embed code within your login script to format a URL that will pass data from your external validation source to RightNow Service The embedded code can be written in any scripting language including PHP JSP or ASP The login parameters from the external validation source must be encoded using Base 64 encoding and placed in the RightNow Service URL from the desired page In addition to using the Base 64 function certain characters must also be replaced in the URL as shown in PHP Example on page 118 becomes _ becomes and becomes Note You must use a login script for every link from your web site to RightNow Service If contacts exit the RightNow Service end user pages and re enter later in their session
11. and so on label The description text string CGU lang_id The ID number of the language the label is integer CGU written in id The ID number of the hierarchical menu integer DGU item label The name s of the hierarchical menu items pair CGU Uses the following nested pairs lbl_item The names and languages of the hierarchical pair CGU menu item Uses the following nested pairs The first label item should be lbl_item1 the second Ibl_item2 and so on label The name text string CGU lang_id The ID number of the language the name is integer CGU written in RIGHT NOW TECHNOLOGIES 142 Pair Names Table 32 Hierarchical Menu Pairs Continued Name new_lvl Use In the css_category_move css_disposition_ move and css_product_move functions the new level of the hierarchical menu item being moved Type integer Visibility N A new_seq In the css_category_move css_disposition_ move and css_product_move functions the new sequence of the hierarchical menu being moved integer N A np_lvL id In the css_category_move css_disposition_ move and css_product_move functions the level IDs of new parent Uses nested pairs Ivl_id1 through lvl_id6 pair N A lvl_id lt 1 6 gt The pair data specifying the level IDs of the new parent menu integer N A old lvl In the css_category_move css_disposition_ move and css_product_move functi
12. NOW TECHNOLOGIES 130 Pair Names Table 28 Answer Pairs Continued Name Use Type Visibility created The time the answer was created time G custom field A custom field associated with the answer pair CGU For information on the nested pairs this pair uses refer to Custom field API on page 140 description The description of the answer string CGU ee_flag Determines whether external events run integer CU when an answer is created updated or deleted e 0O External events do not run e 1 External events run eust solved count The customers short term solved count for integer CGU the answer expires The date the answer expires and is set to time CGU review answer status keywords The keywords of the answer string CGU lang_id The ID number of the answet s language integer CGU last access The date and time the answer was last time G accessed last_edited_by The ID number of the staff member who integer G last edited the answer last_notify The date and time a notification was last sent time G for the answer links Link data for answers that is used for related pair CGU answers Uses the following nested pairs link_item A link between answers Uses the following pair CG nested pairs access_time The time a link was created time CU Appendix A Table 28 Answer Pairs Continued Answer API 131
13. RIGHT NOW TECHNOLOGIES 150 Pair Names Meta Answer API The pairs described in the following table are available to use in meta answer functions Table 34 Meta Answer Pairs Name Use Type Visibility categories The categories associated with the meta pair CU answer hier_item A category Uses the following nested pair pair CU hm The hierarchy of the category Uses the fol pair CU lowing nested pairs lvLid lt 1 6 gt The pair data of the category hierarchy the integer CU meta answer is associated with m_id The ID number of the meta answer integer CDU notes The notes field of the meta answer string CU orig ref no The original reference number of an incident string CU that has been converted to an answet products The products associated with the meta pair CU answer hier_item A product Uses the following nested pair pair CU hm The hierarchy of the product Uses the fol pair CU lowing nested pairs Ivl_id lt 1 6 gt The pair data of the product hierarchy the integer CU meta answer is associated with source_upd The source of the meta answer Uses the fol integer CU lowing nested pairs Ivl_id1 The level one source of the meta_answer integer CU Refer to Appendix B Source Codes on page 177 Ivl_id2 The level two source of the meta answer integer CU Refer to Appendix B Source Codes on page 177 Appendix A Opportun
14. advantage and business growth while reducing operation costs With our newest offering RightNow February 08 you can deliver great experiences to every customer all the time Using RightNow s customer service sales marketing and feedback solutions you can guaran tee that your customers and front line employees customer service agents marketers and salespeople have the information they need when they need it We call it knowledge at the point of action and we deliver it through a combination of our intuitive knowledge founda tion iKnow that dynamically learns from every customer interaction our suite of front line action applications that facilitate knowledge delivery across all your organization s channels and touch points and Day1 Advantage our results based engagement model which ensures that you start with results and build on success RightNow February 08 delivers real time actionable knowledge guiding customers and employees to make the right decisions and take the right actions for their buying selling and servicing needs tight now RightNow Service RightNow s industry leading customer service and support solution delivers high value con sistent customer experiences across multiple customer service channels Using RightNow Service you can provide your customers with fast and accurate answers from phone email web and chat requests RightNow Service puts knowledge at the fingertips of your custom
15. and contact_update allow you to create delete retrieve or update information from the contacts table You can act on all standard database fields of the contacts table as well as some special ized information such as contact custom fields A contact is a customer who has a record in your RightNow knowledge base Contacts have a customer account which allows them to log in and submit incidents subscribe to answer noti fications and view their recently submitted incidents Note Note entries in contacts use a unique pair structure For information refer to Adding Notes on page 85 contact_create The contact_create function is used to add a contact to the RightNow database The function has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs The contact will be populated with data specified in the pair list A brief description of all contacts table fields and their corresponding pair names can be found in Appendix A Pair Names on page 125 For a listing of sources refer to Appendix B Source Codes on page 177 Note For records created or updated through the XML API you should always allow the API to set the source levels The API will automatically set source_lvl1 to 32007 and source_lvl2 to 6001 Setting the sources to other values can have a detrimental effect on your data If you choose to set sources to other values be sure you carefully te
16. and css_disposition_ lt action gt allow you to create delete move and update customizable menus in RightNow For example in RightNow Service you can act on products categories or dis positions You can act on all standard database fields of the hier_menus table The hierarchical menu will be populated with data specified in the pair list A brief description of all Aier_menus table fields and their corresponding pair names can be found in Appendix A Pair Names on page 125 css_product_create css_category_create and css_disposition_create The hierachical menu create functions css_product_create css_category_create and css_disposition_create are used to add hierarchical menu items to the RightNow database The parameter and pair structures of the three create functions are identical The functions have two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs Important The API will automatically generate an ID for the hierarchical menu item that is consistent with existing objects in the database Because the parameter and pair structures of the three create functions are identical only one example is provided css_product_create The only change required for css_category_create and css_disposition_create is the function name Example lt connector gt lt function name css product create lt parameter name args type pair gt lt pair name parent
17. and documents to help you install adminis ter and use RightNow products including RightNow Service RightNow Marketing RightNow Sales and RightNow Feedback Our documentation is written for users who have a working knowledge of their operating system and web browsers and are familiar with standard conventions such as using menus and commands to open save and close files RightNow Administrator Manual Contains procedures for configuring options com mon to RightNow Service RightNow Marketing RightNow Feedback and RightNow Sales This manual addresses staff management common communications custom fields customi zable menus workspaces navigation sets monetary configuration business rules system con figuration database administration contact upload multiple interfaces screen pops computer telephony integration CTI and the external suppression list RightNow User Manual Contains procedures common to all staff members including customer service agents marketing personnel and sales representatives This manual addresses organization and contact records tasks notifications and computer telephony inte gration CTI RightNow Analytics Manual Contains procedures for working with RightNow Analytics including generating standard reports and creating custom reports and dashboards Also included are descriptions of the elements used to build custom reports and dashboards including styles chart styles color
18. campaign_id The ID number of the campaign associated with the purchased product integer custom_ field A custom field associated with the quote For information on the nested pairs this pair uses refer to Custom field API on page 140 pair finalized_by The ID number of the staff member that finalized the sale integer license_end The time the product license ends integer Appendix A Purchased product API 163 Table 37 Purchased Product Pairs Continued Name Use Type Visibility license_start The time the product license begins integer C mailing id The ID number of the mailing associated integer C with the purchased product notes Notes associated with the purchased prod string C uct oa_c_id The Offer Advisor contact ID integer C op_id The ID number of the opportunity the pur integer C chased product is associated with org_id The organization that purchased the prod integer C uct price The price of the purchased product Uses pair C the following nested pairs cutr id The ID number of the currency of the pur integer C chase price rate id The ID number of the exchange rate of the integer C purchase price val The purchase price string C purchase_date The time the product was purchased time C quote_id The ID number of the quote the purchased integer C product is associated with serial_ number
19. connector gt RIGHT NOW TECHNOLOGIES 66 XML Integration This example retrieves the organization details with ID number 7 from the database Note The XML API org_get function does not return data fields with NULL values org_update The org_update function is used to update the information associated with an existing orga nization in the RightNow database The function has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs Note Note entries in organizations use a unique pair structure For information refer to Adding Notes on page 85 The API will set any fields supplied in the pair list including custom fields Any organization fields missing from the pair list will not be altered in the database Example lt connector gt lt function name org_update gt lt parameter name args type pair gt lt pair name org id type integer gt 9 lt pair gt lt pair name password type string gt newpassword lt pair gt lt parameter gt lt function gt lt connector gt This example changes the password of the organization with ID number 9 to newpassword Purchased product API The purchased product API function pur_prod_create allows you to insert information in to the purchased_products table The information in the purchased_products table is used by RightNow Marketing and Offer Advisor You can act on all standard dat
20. contact_destroy 23 42 contact_get 23 42 contact_update 23 43 css_category_create 24 css_category_destroy 25 css_category_move 25 css_category_update 26 css_disposition_create 24 css_disposition_destroy 25 css_disposition_move 25 css_product_create 24 css_product_destroy 25 css_product_move 25 css_product_update 26 descriptions 22 flow_execute 44 hierarchical menus create functions 45 destroy functions 47 move functions 47 update functions 48 incident_create 26 49 incident_destroy 26 51 incident_get 26 52 incident_update 26 52 lookup_id_for_name 27 92 Index 197 XML functions continued mailing send to contact 24 43 meta_ans_create 27 53 meta_ans_destroy 27 55 meta_ans_update 27 56 opp create 27 57 opp_destroy 27 59 opp_get 27 59 opp_update 27 60 org_create 28 64 org_destroy 28 65 org_get 28 65 org_update 28 66 pur_prod_create 28 pur product create 66 sa pr d create 28 68 sa_prod_destroy 28 69 sa_prod_update 29 69 seatch 29 sql_get_dttm 29 76 sql_get_int 29 74 sql_get_str 29 75 task_create 29 77 task_destroy 29 78 task_get 29 78 task_update 30 78 XML tags connector 18 ret_type and ret_email attributes 18 function 19 name and ID attributes 19 pair name and type attributes 20 parameter 20 args 20 max_tows 20 sql 20 RIGHT NOW TECHNOLOGIES 198 Index Certain components of the software that are provided under license from RightNow belong to
21. gt DE at gt Fa ter gt ee ie Te _ Process the form amp redirect if S li_reentry li_data array p_userid gt li_userid p passwd gt Sli passwd p email addr gt Sli email p name first gt Sli first name p name last gt 1i last name sample text contact custom field custom fields cf_id 1 RIGHT NOW TECHNOLOGIES 120 Pass Through Authentication poceft 1 gt elt cet 1 sample menu contact custom field custom_fields cf id 3 pocekr 3 gt intval li_ccf 3 p li passwd must match the MYSEC LI PASSWD config setting p li passwd gt Smysec li passwd set up the p_li variable while list Skey val each li_data Sp li sprintf s s s Sp li amp key val Sp li urlsafe_encode p li retain all the important query string parameters passed in from RNW excluding the special cases and the li_ form parameters while list key val each SHTTP_GET_ VARS if Skey p next _page amp amp key p li amp amp substr key 0 3 li_ Sparms sprintf amp s s key urlencode val default next page to support home if isset p next page Sp next page home php redirect back to RNW header Location http Sdomain S script dir Sinterface cfg Sphp bin enduser
22. mgr_commit The committed status of the manager fore integer CGU casted value e 0 Not committed e 1 Committed mgr value The manager forecasted value of the oppor pair CGU tunity Uses the following nested pairs curr_id The ID number of the currency of the man integer CGU ager forecasted value rate id The ID number of the exchange rate of the integer CGU manager forecasted value val The manager forecasted value of the oppor string CGU tunity name The name of the opportunity string CGU note Used in opp_create and opp_update to add pair CU note entries to opportunities note_item lt gt A note entry Uses the following pairs The pair CGU first note entry should be named note_item1 the second should be note_item2 and so on action The action for the note The action for the integer CGU note This field must be set to 1 to create a note 2 to update a note and 3 to delete a note channel The ID number of the channel the note was integer CDGU created from Refer to Table 15 on page 83 created The time the note was created time CGU created_by The ID number of the staff account that the integer CGU note is associated with seq The sequence of the note integer CGU Appendix A Table 35 Opportunity Pairs Continued Opportunity API 155 Name Use Type Visibility text The text of the note string CGU updated The time the note was updated time CGU
23. updated_by The ID number of the staff account that the integer CG note is associated with op_id The ID number of the opportunity integer CDGU org_id The ID number of the organization associ integer CGU ated with the opportunity qt The quotes associated with the opportunity pair GU Refer to Quote API on page 164 for a list of the nested pairs used with this pair recall The recall date associated with an opportu time CGU nity rep_commit The committed status of the sales represen integer CGU tative forecasted value e 0 Not committed e 1 Committed rep_value The sales representative forecasted value of pair CGU the opportunity Uses the following nested pairs curr_id The ID number of the currency of the sales integer CGU representative forecasted value rate_id The ID number of the exchange rate of the integer CGU sales representative forecasted value val The sales representative forecasted value of string CGU the opportunity ret_value The return value of the opportunity Uses pair CGU the following nested pairs curr_id The ID number of the currency of the return integer CGU value RIGHT NOW TECHNOLOGIES 156 Pair Names Table 35 Opportunity Pairs Continued Name Use Type Visibility rate id The ID number of the exchange rate of the integer CGU return value val The return value of the opportunity string CGU rul
24. 10 which is a special case since the level 1 values have no parents Note Six levels of products and categories are supported For exam ple 1 2 3 22 4 u35 would search everything with prod_lvl1 2 or prod_lvl13 22 or prod_lv13 35 and prod_lvl4 is null In the previous example the 4 u35 describes that prod_lvl4 should equal something In this particular case the u35 describes that prod_lvl4 should be null but the parent should be 35 which means prod_lv13 35 In other words if the string was 1 9 4 u23 it would expand to prod_lvl1 9 OR prod_lvl4 is NULL and prod_lv13 23 RIGHT NOW TECHNOLOGIES 72 XML Integration Table 11 Operators Description Continued If the operator is Then data in the compare_val pair is between A set of two numbers separated by a pipe For example to search for answers with an ID between 1 and 50 you would use the following lt pair name compare val type string gt 1 50 lt pair gt a You can use the max_rows parameter to pass the maximum number of rows returned by the search The upper limit of the allowed number passed in this parameter is set by the configu ration setting VRL_HARD Note If your view output data length is set to more than 4000 characters the XML search API will truncate the return results at the 4000 character limit Examples The following example produces a default result set defined by the re
25. 45 css_product_destroy css_category_destroy and css_disposition_destroy 0 0 cee eee ee eee eee 47 css_product_move css_category_move and css disposition move 0 0 0 eee eee eee eee 47 css_product_update css_category_update and css_disposition_update 0 0 0 0 cece eee ee eee eee 48 Tncident APRs st ates alco este Seth tad ated East eet ds 49 incident create cesar ls Teas aa 49 incident dESTOY nula eee Bie gaara GSR Ne dd 51 incident GEE ete rt Restate 52 incident Update 6 04 wav Geta a Oak Mee Capa ew ewe ea sia 52 Me tazans wera BD sea ii A AN ee 53 META ASEO as Sus aloe A ts 53 meta ans des ias dt iii 55 Meta ans UPA temida der an ta edo El 56 Opportunity API Tata aa ee ea ii aed 57 Opp Create oe tebe a ge hee Mee bolts hte OM ok Mal aly 57 Opp destina ah aba l i nations 59 OPP a ss ot a oi Gee nad lala 59 OPP Update A A AAA Ra Sere eye ou 60 Organization APD cries neh ia aa Wa eae ad 61 Multiple addresses 0 cee eee eee 62 Oro MCLCATC eA nd Nad See Rl ed At SOS ta Gost aos Oe dhiana Oh 64 OLS des MOV ia dura a Sawer AN nto 65 OFS SCE TR dese oe 65 OLE Updated 66 Purchased product API i cia cians Svea eee wk Oey E ea ie eee 66 p re product CLEATS gee reli RR a eee Ge 66 Sales product APIs sisas Pa Oe ees ied Sota 67 SA Prod Create iio ies cave gan gach dde 68 SAL Prod des OY srs wick nieces leido ada 69 Chapter 4 s prod Update rd aa si Search AP iaa e Cs ee ee SQEquEY
26. Appendix B 183 Table 45 Table ID Codes Continued Code Table 35 inc2contacts 36 opp_phrases 37 dispositions 38 variables 39 queues 40 contact_types 41 sla2ans_access 42 slas 43 sla_instances 44 rr_intervals 45 rr2holidays 46 response_reqs 47 org_addrs 48 provinces 49 countries 50 org_addr_types 51 documents 52 contact_lists 53 mailings 54 mailing formats 55 proofs 56 pipeline_snapshots 57 contact2list 58 tracked_links RIGHT NOW TECHNOLOGIES 184 Source Codes Table 45 Table ID Codes Continued Code Table 59 audiences 60 dca_recs 61 link_categories 62 tmp_keyword 63 profile2queue 64 labels 65 hier_menus 66 dates 67 transactions 68 session summary 69 user_trans 70 archived_incidents 71 phrases 72 ans_phrases 73 keyword_searches 74 ans_stats 75 stats 76 inc_performance 77 ans_notif 78 rule_alerts 79 segments 80 ruleacts 81 tuleconds 82 clicktrack Appendix B 185 Table 45 Table ID Codes Continued Code Table 83 msg types 84 rn staff loein 85 ma trans 86 tmp_ext_keyword 87 opportunities 88 sa_strategies 89 sa_stages 90 sa_tasks 91 flow_map2state 92 sa_prod2sched 93 sa_products 94 purchased_products 95 que
27. ID number of the organization integer CDGU parent The ID of the higher level hierarchical menu integer CGU item that the lower level hierarchical menu item is associated with lvl_id lt 1 6 gt The pair data specifying the level IDs of the integer CGU parent menu password The password of the organization string CGU rule_state The rule state the organization is currently integer G in sales_acct_id The ID number of the sales representative integer CGU who is associated with the organization Appendix A Table 36 Organization Pairs Continued Organization API 161 Name Use Type Visibility slai The SLA instance associated with the organi pair CGU zation Refer to Creating and deleting SLA instances on page 85 sn_org_id The Salesnet organization ID number integer CGU source_upd The creation source of the organization pair CGU lv1_id1 The level one source of the organization integer CGU Refer to Appendix B Source Codes on page 177 lv1_id2 The level two source of the organization integer CGU Refer to Appendix B Source Codes on page 177 state The state of the organization Uses the fol pair CGU lowing nested pairs css The Service state of the organization integer CGU ma The Marketing state of the organization integer CGU sa The Sales state of the organization integer CGU sub_tbl Used in the org_get function to identify the
28. The serial number of the purchased product string G RIGHT NOW TECHNOLOGIES 164 Pair Names Quote API The pairs described in the following table are available to use in opportunity functions Table 38 Quote Pairs Name Use Type Visibility qt Quotes associated with the opportunity pair GU Uses the following nested pairs qt_item A quote The first qt_item pair should be pair GU named qt_item1 the second should be qt_item2 Uses the following nested pairs action The action for the quote item This field integer GU must be set to 1 to create a quote item 2 to update a quote item and 3 to delete a a quote item adj_total The adjusted total of the quote Uses the fol pair GU lowing nested pairs curr_id The ID number of the currency of the integer GU adjusted total rate id The ID number of the exchange rate of the integer GU adjusted total val The adjusted total value string GU created The time the quote was created time G created_by The ID number of the staff member who integer G created the quote custom_field A custom field associated with the quote For pair GU information on the nested pairs this pair uses refer to Custom field API on page 140 discount The discount applied to the quote integer GU forecast The forecast status of the quote integer GU e 0 Forecast check box is cleared e 1 Forecast check box is selected Appendix A
29. a unique pair structure For information refer to Adding Notes on page 85 The opportunity will be populated with data specified in the pair list A brief description of all opportunities table fields and their corresponding pair names can be found in Appendix A Pair Names on page 125 A description of all opportunity source codes can be found in Appendix B Source Codes on page 177 Note For records created or updated through the XML API you should always allow the API to set the source levels The API will automatically set source_lvl1 to 32007 and source_lv12 to 6001 Setting the sources to other values can have a detrimental effect on your data If you choose to set sources to other values be sure catefully test your work and the results RIGHT NOW TECHNOLOGIES 58 XML Integration To create a hierarchy of territories or sales representatives use the terr_lvl lt 1 12 gt _id and acct_lvl lt 1 11 gt _id pairs The top level territory is specified using terr_lv11_id the second level territory is specified using terr_lvl2_id and so on The territory hierarchy in the oppor tunity must match the territory hierarchy To set the sales representative you must use the assgn acct id pair along with the acct_lvl lt 1 11 gt _id pair The top level sales representative or manager is specified using acct_lv11_id the second level sales representative is specified using acct_lvl2_id and so on The account hiera
30. account string CGU email The email address and security information associated with a staff account Uses the fol lowing nested pairs pair CGU addr The email address associated with the account string CGU cert The S MIME account certificate associated with the account string CGU email_notif The email notification flag associated with a staff account integer CGU Appendix A Table 27 Account Pairs Continued Account API 127 Name Use Type Visibility group_id The group ID associated with a staff integer CDG account last_event_id The ID number of the last event integer GU login The login associated with a staff account string CGU mgr The management hierarchy Uses the nested pair CGU pairs lvl_id1 through lvl_id12 lvl_id lt 1 12 gt The pair data defining the management hier integer CGU arcy name The name associated with the staff account pair CGU Uses the following nested pairs first The first name associated with a staff string CGU account last The last name of a staff account string CGU notif_cache Cached notifications string CGU notif_pending Indicates if notifications are pending integer CGU e 0O Not pending e 1 Pending old_terr The old territory associated with a staff integer CU account passwd_history The previous password for the account string G encrypted password_t
31. bin lt your_interface gt cfg php xml_api parse php name XML Form gt lt h2 gt XML Data lt h2 gt lt textarea cols 80 name xml_doc rows 20 gt lt textarea gt lt br gt lt br gt lt h2 gt Security String lt h2 gt lt input name sec string size 10 value xml gt lt br gt lt br gt lt input type submit value Submit name B1 gt lt input type reset value Reset name B2 gt lt form gt Chapter 3 Sending an XML formatted email 95 In this example a web form with two text boxes for XML data and to pass the security string is created The security string text box is prepopulated with the value specified in the H SEC WEB STRING configuration setting in this case xml You can then use this web page to enter XML data and submit it to parse php You can also post XML data to RightNow using this method but without using a web page by directly opening a socket connection to parse php You can accomplish this using any script ing language such as PHP Using this method you must establish a connection with RightNow and then use POST to pass your XML data RightNow Technologies Professional Services can assist you in determining which XML inte gration method best suits your needs and then implementing the method For more informa tion contact your RightNow account manager Sending an XML formatted email You can add update delete and retrieve data or perform a search or looku
32. columns 210 ac params 211 ac param opts 212 ac_exceptions 213 ac_audit_log 214 ac_charts 215 ac_chart_src 216 ac_chart_styles 217 spider_track 218 nav_sets 219 nav_list_items 220 cti_custom_items 221 revenue_snapshots Appendix B Index A access_mask computing the value of 34 account API acct_create 30 acct_destroy 31 acct_move 32 acct_update 33 description 30 pair descriptions 125 accounts see account API acct_create function description and example 30 required parameters 22 acct_destroy function description and example 31 required parameters 22 acct_move function description and example 32 required parameters 22 acct_update function description and example 33 required parameters 22 ans tmpl file for email integration 108 ans_create function description 34 example 37 required parameters 23 ans_destroy function description and example 38 required parameters 23 ans_get function description and example 38 required parameters 23 ans_update function description and example 39 required parameters 23 answer API ans_create 34 ans_destroy 38 ans_get 38 Index 191 answer API continued ans_update 39 description 34 pair descriptions 129 answers see answer API source codes list 177 API access for hosted and non hosted customers 13 accessing through XML 17 account functions 30 answer functions 34 code implementation 94 contact functions 40 flow function 44
33. connector gt e function e lt parameter gt e pair Each tag is used in the following example code lt connector gt lt function name incident update id incident_id gt lt parameter name args gt lt pair name i_ id type integer gt 19283 lt pair gt lt pair name ref no type string gt 061031 000227 lt pair gt lt pair name status type pair gt lt pair name id type integer gt 4 lt pair gt lt pair name type type integer gt 4 lt pair gt lt pair gt lt pair name updated type time gt 1164451523 lt pair gt lt pair name updated by type integer gt 23 lt pair gt lt pair name use smime type integer gt 1 lt pair gt lt pair name wf flag type integer gt 0 lt pair gt lt parameter gt lt function gt lt connector gt These tags are described in the following sections along with descriptions of their attributes and types lt connector gt tag The lt connector gt tag is the root element of the XML code It contains all function tags The lt connector gt tag can use the following attributes ret_type This attribute specifies either http or email as the type of return For exam ple lt connector ret type http gt Or Chapter 3 lt function gt tag 19 lt connector ret_type email gt If the ret_type is set to http the XML return value will be sent to the http requester If the ret_type is set to email an email
34. contact update data If no address is specified no external action is taken Default is blank EI_ANS_DELETE_ADDR Specifies the email address to receive answer delete data If no address is specified no external action is taken Default is blank Chapter 4 Creating templates for email integration 107 Table 25 Email Integration Configuration Settings Continued Setting EI_ANS_INSERT_ADDR Description Specifies the email address to receive answer insert data If no address is specified no external action is taken Default is blank EL ANS_UPDATE_ADDR Specifies the email address to receive answer update data If no address is specified no external action is taken Default is blank EI_ORG_DELETE_ADDR Specifies the email address to receive organization delete data If no address is specified no external action is taken Default is blank EI_ORG_INSERT_ADDR Specifies the email address to receive organization insert data If no address is specified no external action is taken Default is blank EI_ORG_UPDATE_ADDR Specifies the email address to receive organization update data If no address is specified no external action is taken Default is blank EI_OPP_INSERT_ADDR Specifies the email address to receive opportunity insert data If no address is specified no external action is taken Default is blank EI_OPP_UPDATE_ADDR Specifies the email address to receive
35. from an external web page The external source supplies login parameters to RightNow Service by placing them in the URL of the Support Home page In this way customers will not have to provide customer login data twice if you are using an external customer validation source The contact information will also be shared between the external source and RightNow Service so contacts can be cre ated and updated during the login to RightNow Service To perform this integration customers must be redirected when attempting to access or log in to RightNow Service When the login parameters are passed back to RightNow Service the customer will be logged in if the information passed is sufficient to identify an existing con tact or create a new contact An existing contact is identified by matching the email field and login field of the contacts table in the database When an existing contact is found the cus tomer is logged in as that contact and is updated if any additional or new contact information is passed to RightNow Service If an existing contact is not found a new contact is created from the data provided and the customer is logged in to RightNow Service as the new contact If the contact information passed does not contain all required fields to create a new contact RightNow Service can be configured to redirect the customer to an alternate URL Important When using pass through authentication the configuration setting EGW_AUTO_CUST_CREATE s
36. header already exists and the existing header will take precedence If the character set is not defined here it is likely that the browser of the end user will select another default encoding such as Latin 1 Data encoded using character sets other than UTF 8 can cause server side SQL errors when the server is attempting to parse the user data coming from PTA THIS IS JUST AN EXAMPLE AND NOT INTENDED FOR PRODUCTION USE Chapter 5 Implementing a customer login script 119 Use this script to see an illustrated example of how login integration is supposed to work This script will generate a form that requests a login password and other optional information It submits this data back to itself with li reentry set sets up the appropriate parameters important ones passed in from RNW and redirects back to RNW Jif dae aa an Ee RS a SS ai aS Sage Sa eae ai Site specific variables Sscript name li php domain lt your domain gt script dir lt cgi bin or scripts gt Sinterface lt your_interface gt mysec li passwd lt li password gt Sphp bin lt php or php exe gt ii See Sea N Function definitions function urlsafe encode amp str return strtr base64 encode str array gt sia vn gt mat roto gt RD y function urlsafe decode amp str return base64_decode strtr str array
37. hierarchical menu functions 45 implementing code 94 incident functions 49 meta answer 53 opportunity functions 57 organization functions 61 purchased product functions 66 sales product functions 67 search function 70 SLA instance pairs 85 SQL query functions 74 task functions 77 APT functions see XML functions application bridge see email integration args parameter 20 Base 64 encoding in pass through authentication 114 C campaigns see flow API RIGHT NOW TECHNOLOGIES 192 Index code numbers finding 89 with the lookup_id_for_name function 91 see alsosoutce codes 177 connector tag description 18 ret_email attribute 19 ret_type attribute 18 contact API adding notes 85 contact_create 40 contact_destroy 42 contact_get 42 contact_update 43 description 40 mailing scnd to contact 43 pair descriptions 133 contact tmpl file for email integration 108 contact_create function description and example 40 required parameters 23 contact_destroy function description and example 42 required parameters 23 contact_get function description and example 42 required parameters 23 contact_update function description and example 43 required parameters 23 contacts see contact API soutce codes list 177 conversation threads or strings 82 css_category_create function desciption and example 45 required parameters 24 css_category_destroy function desciption and example 47 required parameters 25 css_category_
38. in the RightNow database This field should be passed as a state or province s ID number To find the value of menu items refer to Finding code numbers on page 89 p_ph office This parameter represents the ph_office field in the contacts table in the RightNow database p_ph_mobile This parameter represents the ph_mobile field in the contacts table in the RightNow database p_ph fax This parameter represents the ph_fax field in the contacts table in the RightNow database p_ph_asst This parameter represents the ph_asst field in the contacts table in the RightNow database p_ph_home This parameter represents the ph_home field in the contacts table in the RightNow database Chapter 5 Implementing a customer login script 117 Table 26 Parameter Descriptions Continued Parameter Description p_ccf_ The parameter p_ccf_ represents a contact custom field in RightNow The should be replaced with the number of the cf_id for the contact cus tom field If this is a menu custom field the numbers not the actual text for each menu item must be specified as the value in the integration login code To find the value of menu items refer to Finding code numbers on page 89 p_li_expiry This parameter represents the time the login session will last before expir ing When the session expires the contact will be required to resubmit their login on the page specified by the
39. integer CU send e 1 Incident closed message e 2 Incident receipt message e 3 Incident response message rnl_queue_id The ID number of the RightNow Live queue integer G the incident is assigned to Appendix A Table 33 Incident Pairs Continued Incident API 147 Name Use Type Visibility rr_id The ID number of the response require integer G ments associated with the incident rule_ctx Escalation and rule state information associ pair G ated with the incident Uses the following pairs escldate The date and time the incident was escalated time G escllevel The level that the incident has been escalated integer G to through the rules engine state The rule state the incident is currently in integer G severity_id The ID number of the severity level assigned integer CGU to the incident sla_resp_delta The number of minutes it took to respond to integer G the incident past the SLA s response require ment sla_rsln_delta The number of minutes it took to resolve the integer G incident past the SLA s resolution require ment slai_id The ID number of the SLA instance the integer CGU incident is assigned to source_upd The creation source of the incident Uses the pair CU following nested pairs lvl_id1 The level one source of the incident Refer integer CU to Appendix B Source Codes on page 177 lv1_id2 The level two source of the incident R
40. is a note lt pair gt lt pair name products type pair gt lt pair name hier item type pair gt lt pair name hm type pair gt lt pair name lvl_ idl type integer gt 1 lt pair gt lt pair gt lt pair gt lt pair name hier item type pair gt lt pair name hm type pair gt lt pair name lvl_idl type integer gt 3 lt pair gt lt pair name 1v1_id2 type integer gt 12 lt pair gt lt pair gt lt pair gt lt pair name hier item type pair gt lt pair name hm type pair gt lt pair name lvl_ idl type integer gt 5 lt pair gt lt pair name 1v1_id2 type integer gt 22 lt pair gt lt pair name lvl_id3 type integer gt 33 lt pair gt lt pair gt lt pair gt lt pair gt lt pair name categories type pair gt lt pair name hier item type pair gt lt pair name hm type pair gt lt pair name 1v1_idl type integer gt 13 lt pair gt lt pair gt lt pair gt lt pair name hier item type pair gt lt pair name hm type pair gt p yp p lt pair name lvl_ idl type integer gt 15 lt pair gt Chapter 3 Meta answer API 55 lt pair name 1v1_id2 type integer gt 42 lt pair gt lt pair gt lt pair gt lt pair name hier item type pair gt lt pair name hm type pair gt lt pair name lvl_ idl type integer gt 18 lt pair gt lt pair name 1v1_id2 type integer gt 45 lt pair gt lt pa
41. is not included the mailing or survey will be sent the next time the mailer daemon runs Flow API The flow API function flow_execute allows you to enter contacts into campaign flows Flows are multistep processes based on business logic and are used in marketing campaigns and sur veys flow_execute The flow_execute function can be used when RightNow Marketing is enabled The function is used to send a specified contact through a campaign flow starting at a flow entry point This function has two components the args parameter and an array of pairs The shortcut patameter corresponds to the Shortcut ID field of an entry point in a campaign flow A flow may have multiple entry points however each entry point s shortcut ID will be unique Refer to Table 4 on page 22 for a list of required parameters and pairs Example lt connector gt lt function name flow execute gt lt parameter name args type pair gt lt pair name c_id type integer gt 2 lt pair gt lt pair name flow_id type integer gt 4 lt pair gt lt pair name shortcut type string gt EP1 lt pair gt lt parameter gt Chapter 3 Hierarchical menu API 45 lt function gt lt connector gt This example sends the contact with an ID of 2 through the flow with an ID of 4 starting at the entry point named EP1 Hierarchical menu API The hierarchical menu API functions css_product_ lt action gt css_category_ lt action gt
42. lt pair gt lt pair name seq type integer gt 1 lt pair gt lt pair gt lt pair gt lt pair name subject type string gt How do I send a picture with my new camera phone lt pair gt lt pair name ee flag type integer gt 1 lt pair gt lt parameter gt lt function gt lt connector gt In this example an incident is created for the contact with an ID of 7 Two secondary con tacts with contact IDs 9 and 11 are also associated with the incident The incident is unte solved status code 1 The first level product is set to code 2 and the second level product is set to code 13 The first level category is set to code 7 and the second level category is set to code 8 In addition a contact thread is created in the incident The function returns the i_id number for the incident An external event will be executed if one is specified in the EE_INC_INSERT_HANDLER configuration setting incident_destroy The incident_destroy function is used to delete an existing incident The function has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs Example lt connector gt lt function name incident_destroy gt lt parameter name args type pair gt lt pair name i_ id type integer gt 21 lt pair gt lt pair name ee flag type integer gt 1 lt pair gt lt parameter gt lt function gt lt connector gt This example deletes the in
43. lvl type integer gt 3 lt pair gt lt pair name old_ parent type integer gt 14 lt pair gt lt pair name np lvl id type pair gt lt pair name lvl_ idl type integer gt 1 lt pair gt lt pair name lvl_id2 type integer gt 13 lt pair gt lt pair gt lt parameter gt lt function gt lt connector gt This example moves the product with the ID of 18 to the third level new_lvl 3 of a hierar chical menu placing it under the hierarchical menu item with the ID of 13 dvl_id2 13 along with its associated lower level hierarchical menu items css_product_update css_category_update and css_disposition_update The hierarchical menu update functions css_product_update css_category_update and css_disposition_update are used to update the information associated with an existing hierar chical menu item in the RightNow database The parameter and pair structures of the three update functions are identical The function has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs Example lt connector gt lt function name css product update gt lt parameter name args type pair gt lt pair name id type integer gt 7 lt pair gt lt pair name label type pair gt lt pair name 1b1_item type pair gt lt pair name label type string gt Family Calling Plans lt pair gt lt pair name lang_id type integer gt 1 lt pa
44. name of a PHP script to be used to externally process answer insert events This is used to provide an interface for third party call management sys tems or other third party systems If no handler is specified no external action is taken Default is blank EE_ANS_UPDATE_HANDLER Specifies the relative path name of a PHP script to be used to externally process answer update events This is used to provide an interface for third party call management sys tems or other third party systems If no handler is specified no external action is taken Default is blank EE_ORG_DELETE_ HANDLER Specifies the relative path name of a PHP script to be used to externally process organization delete events This is used to provide an interface for third party call manage ment systems or other third party systems If no handler is specified no external action is taken Default is blank EE_ORG_INSERT_HANDLER Specifies the relative path name of a PHP script to be used to externally process organization insert events This is used to provide an interface for third party call management sys tems or other third party systems If no handler is specified no external action is taken Default is blank RIGHT NOW TECHNOLOGIES 104 Event Handlers Table 24 External Events Configuration Settings Continued Setting Usage EE_ORG_UPDATE_HANDLER Specifies the relative path name of a PHP script to be used to externally proces
45. number 9 The contact s password is changed to newpassword and the email address is changed to mib test com mailing_send_to_contact The mailing_send_to_contact function is available when RightNow Marketing or RightNow Feedback is enabled This function can be used to send a transactional mailing or survey to a contact This function has four parameters c_id mailing id flow_id and scheduled Refer to Table 4 on page 22 for a list of required parameters Example lt connector gt lt function name mailing send to contact lt parameter name args type pair gt lt pair name c_ id type integer gt 84 lt pair gt RIGHT NOW TECHNOLOGIES 44 XML Integration lt pair name mailing id type integer gt 12 lt pair gt lt pair name flow_ id type integer gt 5 lt pair gt lt pair name scheduled type time gt 1207571400 lt pair gt lt pair name trigger type pair gt lt pair name id type integer gt 207 lt pair gt lt pair name tbl type integer gt 1 lt pair gt lt pair gt lt parameter gt lt function gt lt connector gt This example would send the transactional mailing or survey with the ID of 12 to the contact with the ID of 84 and associate 1t with the campaign flow with the ID of 5 and the incident with the ID of 207 The email will be sent the first time the mailer daemon tuns after 12 30 PM on April 7 2007 UNIX timestamp of 1207571400 Note If the scheduled pair
46. opportunity update data If no address is specified no external action is taken Default is blank ELOPP_DELETE_ADDR Specifies the email address to receive opportunity delete data If no address is specified no external action is taken Default is blank Creating templates for email integration When using the email integration in RightNow you can create template files that specify the data sent by email following an event You can create up to five template files and upload them to the ntegration files directory in File Manager For more information about uploading files through the File Manager refer to the RightNow Administrator Manual RIGHT NOW TECHNOLOGIES 108 Event Handlers To upload a file to the ntegration files directory in File Manager the file name must be in the following format incident tmpl This template determines the data sent when an incident event create update or delete occurs ans tmpl This template determines the data sent when an answer event create update or delete occurs contact tmpl This template determines the data sent when a contact event create update or delete occurs org tmpl This template determines the data sent when an organization event create update or delete occurs opp tmp This template determines the data sent when an opportunity event create update or delete occurs The template file will contain three component
47. p next page p li Sp_liSparms exit Ml RASS Ie Sea nna na ne aii oa Rapa ee a nas areas ee ees SE Display the form 22 lt html gt lt body gt lt h2 gt Login Integration lt h2 gt Chapter 5 Implementing a customer login script 121 lt form action lt print script name gt gt lt input type hidden name li reentry value 1 gt lt retain all the important query string parameters passed in from RNW while list key val each SHTTP GET VARS print lt input type hidden name S key value Sval gt n 2 gt Login lt input type text name li userid gt lt br gt Password lt input type password name l1i passwd gt lt br gt Email lt input type text name li email gt lt br gt First Name lt input type text name li first name gt lt br gt Last Name lt input type text name li last name gt lt br gt Contact Custom 1 lt input type text name li ccf 1 gt lt br gt Contact Custom 3 lt input type text name li ccf 3 gt lt br gt lt input type submit gt lt form gt lt body gt lt html gt RIGHT NOW TECHNOLOGIES 122 Pass Through Authentication ASP Net Example Imports System Imports System Text THIS IS ONLY AN EXAMPLE AND NOT INTENDED FOR PRODUCTION USE Use this script to see an illustrated example of how login integration is supposed
48. pair is a pair integer time or string For example lt pair name c_id type integer gt 3 lt pair gt Chapter 3 Using special characters 21 Table 2 describes the four pair types Table 2 Pair Type Description Type Description integer A positive or negative 4 byte integer string A string of characters that cannot contain any NULLs time A field that is the same type as the UNIX date_t generally a long integer that is the number of seconds since the UNIX Epoch date 00 00 00 UTC January 1 1970 pair A pair that contains additional data within a pair also called a nested pair Using special characters When passing data through XML there are certain characters that cannot be used because they are misinterpreted by the XML language as it is parsed in RightNow These special char acters should always be encoded when used as a parameter value in your XML code Table 3 shows the special characters and their required format Table 3 Special Characters Character Format in XML amp amp amp amp quot d Sapos or 8244039 lt amp lt gt Sgt RIGHT NOW TECHNOLOGIES 22 XML Integration XML API functions When using XML to integrate RightNow with an external system you can use several API functions to perform actions on accounts answers contacts hierarchical menus incidents meta answers opportunities organizations quotes and tas
49. pairs The first label item should be lbl_item1 the second should be lbl_item2 and so on label The description text string CGU lang_id The ID number of the language the label is integer CGU written in disabled Indicates if the sales product is disabled integer CGU folder id The ID number of the folder the product is integer CDG associated with id The ID number of the sales product integer CGU label The name of the sales product pair CGU Ibl_item lt gt The descriptions and languages of the sales pair CGU product Uses the following nested pairs The first label item should be lbl_item1 the second should be lbl_item2 and so on label The description text string CGU lang_id The ID number of the language the label is integer CGU written in oa_exclude Indicates whether the product is excluded integer CGU from being suggested by Offer Advisor e 0 Included e 1 Excluded product_id The ID number of the sales product integer DGU sched Price schedules associated with the sales pair CGU product Uses the following nested pairs Appendix A Table 39 Sales Product Pairs Continued Sales product API 169 Name Use Type Visibility sch_item lt gt A price schedule associated with the sales pair CGU product Uses the following nested pairs The first schedule item should be sch_item1 the second should be sch_item2 and so on notes Notes associated with the produc
50. query to display the access levels in your database SELECT a access id l label FROM ans access a labels 1 WHERE l label id a access id AND 1 fld 1 and 1 tbl 11 The query will return a set of data like the example in Table 5 Table 5 Example SQL Data Set access_id label 1 Everyone 2 Help 3 Human Resources 6 Admin Finance 7 Information Systems 32 Product Development 33 Hosting 34 Product Management 63 Sales NW 65 Sales SW 66 Sales NE 67 Sales SE 94 Marketing 95 Technical Publications 3 Create a four grids with three columns The first grid will contain the access IDs from one to 31 The second grid will contain the access IDs from 32 to 63 The third grid will con tain the access IDs from 64 to 93 The fourth grid will contain the access IDs from 94 to RIGHT NOW TECHNOLOGIES 36 XML Integration 124 If you want the answer to be viewable by end users with the access level place a one in the third column next to that access level Place zeros in the remaining cells in the third row as shown in the following grids Table 6 Example Grid Access ID Access Level On Off 1 Everyone 0 2 Help 0 3 Human Resoutces 1 4 Not Used 0 5 Not Used 0 6 Admin Finance 1 7 Information Systems 0 Table 7 Example Grid Access ID Access Level On Off 32 Product Development 0 33 Product Manag
51. records in the incidents table The function has one component the sql parameter A single integer will be returned Chapter 3 SQL query API 75 Example lt connector gt lt function name sql get int id sql_str gt lt parameter name sql type string gt SELECT acct_id FROM accounts WHERE login susan lt parameter gt lt function gt lt connector gt Return lt xml version 1 0 encoding UTF 8 gt lt connector ret gt lt function name sql_get_int id sql_ str gt lt ret val name rv type integer gt 8 lt ret val gt lt function gt lt connector_ret gt This example runs an SQL quety to find the account ID for the account with a login of susan and returns the integer 8 sql_get_str The sql_get_str function is used to execute a SELECT statement against the RightNow data base when the result is a string such as the login name from the accounts table The function has one component the sql parameter A single string will be returned Example lt connector gt lt function name sql get str id sql _str gt lt parameter name sql type string gt SELECT login FROM accounts WHERE acct_id 10 lt parameter gt lt function gt lt connector gt Return lt xml version 1 0 encoding UTF 8 gt lt connector ret gt lt function name sql get str id sql_ str gt lt ret val name rv
52. to The numbers of each table are listed in Table 16 along with the field looked up by the function Table 16 Table Numbers for tbl Parameter Table Name Number Lookup Field accounts 24 login categories hier_menu 14 name contacts 2 email email_alt1 email_alt2 dispositions 37 name incidents 1 ref no menu_ items 20 name orgs 3 name products hier_menu 13 name The following example shows lookup_id_for_name being used to find the ID number of a product The returned value is then passed to the incident_update function For information on passing variables refer to Passing variable IDs on page 87 Example lt connector ret type email gt lt function name lookup_id for name id prodid gt lt parameter name args type pair gt lt pair name tbl type integer gt 13 lt pair gt lt pair name name type string gt Cell Phones lt pair gt lt parameter gt lt function gt lt function name incident update gt lt parameter name args type pair gt lt pair name prod_l1v11 type integer gt prodid lt pair gt lt pair name i id type integer gt 9 lt pair gt lt parameter gt lt function gt lt connector gt Chapter 3 Finding code numbers 93 In this example the function looks up the code number for the product Cell Phones and uses a variable prodid to use this code to update the incident with ID number 9 RIGHT NO
53. ty lt pair name label pe pair gt type string gt One year contract with 400 daytime minutes and unlimited evening and weekend minutes lt pa lt pair name fld ty lt pair name lang id lt pair name tb1 ty lt pair gt t gt ir gt mn Fia pe integer gt 2 lt pair gt type integer gt 1 lt pair gt pe integer gt 93 lt pair gt lt pair name label type pair gt lt pai lt pair lt pair lt pair lt pair lt paramete lt function gt lt connector gt lt pair name l1bl_ item type pair gt lt pair name label type string gt 1 Yr 400 Airtime Unlimited Nights and Weekends lt pair gt lt pair name fld type integer gt 1 lt pair gt lt pair name lang id type integer gt 1 lt pair gt lt pair name tb1 type integer gt 93 lt pair gt lt pair gt r gt name disabled type integer gt 0 lt pair gt name id type string gt 1YR400U lt pair gt name 0a_exclude type integer gt 0 lt pair gt name seq type integer gt 37 lt pair gt gt Chapter 3 Sales product API 69 This example creates a new sales product in the product catalog with a name description and ID sa_prod_destroy The sa_prod_destroy function is used to delete a sales product from the RightNow database The function has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of requ
54. 29 contact API 133 custom field API 140 flow API 140 hierarchical menu API 141 incident API 143 meta answet API 150 opportunity API 151 organization API 158 purchased product API 162 quote API 164 sales API 167 search API 170 SLA instance API 171 task API 172 pair tags name attribute 20 type attribute 20 parameter tags 20 parse php location 94 pass through authentication configuring 111 disabling account creation for 111 flow chart 110 login formatting URL for 114 generating form with ASP Net 121 generating form with PHP 118 implementing script 114 parameter descriptions 114 redirecting 112 requiring 111 overview 15 109 PHP scripts parse php location 94 POST method 94 products see purchased product API see sales product API PTA see pass through authentication pur_prod_create function required parameters 28 pur product create function description and example 66 purchased product API 66 pair descriptions 162 Q quote API pair descriptions 164 R ret_email attribute in connector tag 19 ret_type attribute in connector tag 18 Index 195 S sa_prod_create function description and example 68 required parameters 28 sa_prod_destroy function description and example 69 required parameters 28 sa_prod_update function description and example 69 required parameters 29 sales API pair descriptions 167 sales product API description 67 sa_prod_create 68 sa_prod_destroy 69 sa_prod_update 69 search see sea
55. 995 2005 Jean loup Gailly and Mark Adler HTML Tidy HTML XML cleaning routines 1998 2003 World Wide Web Consortium WC3 Groupable TableHeaderUl java code is 2004 D I A L S L win service utility routines is O Firebird Ashes Project and Inprise Corporation sgml entities Unicode data is 1997 1999 W3C HTML amp XHTML DTDs HTML and XHTML grammar data is 1997 2007 W3C Mozilla Root SSL Certificates Secure data transfer is O Mozilla Timer java timing rou tines is 2000 The Apache Software Foundation YUI Ajax Library javascript and xml routines is 2006 Yahoo Inc GIFDECOD graphics image routines is 1990 1991 1993 David Koblas Mersenne Twister MT19937 random number generator is 1997 2002 Makoto Matsumoto and Takuji Nishimura Window sHook NET utility routines is O 2002 Dino Esposito erms rma project CRC32 NET data encoding is 2003 Thoraxcentrum Erasmus MC zip compression NET data compression is 2004 2005 DevelopDotNet Alberto Ferrazzoli PropertiesBag NET utility routines is 2002 Tony Allowatt RichTextBox Extensions NET utility routines is 2003 2007 Pete Vidler FontConfig font utilities is O 2001 2003 Keith Packard Xrender render graphics rendering is 2001 2003 Keith Packard FreeType fonts is 1996 2002 by David Turner Robert Wilhelm and Werner Lemberg
56. API will automatically generate an org_id for the organization that is con sistent with existing organizations in the database The organization will be populated with data specified in the pair list A brief description of all orgs table fields and their corresponding pair names can be found in Appendix A Pair Names on page 125 A brief description of all organization source codes can be found in Appendix B Source Codes on page 177 Note Note entries in organizations use a unique pair structure For information refer to Adding Notes on page 85 Example lt connector gt lt function name org_create gt lt parameter name args type pair gt lt pair name name type string gt The River Deep lt pair gt lt pair name login type string gt riverdeep lt pair gt lt pair name password type string gt whltewat3r lt pair gt lt pair name state type pair gt lt pair name css type integer gt 1 lt pair gt lt pair name ma type integer gt 0 lt pair gt lt pair name sa type integer gt 0 lt pair gt lt pair gt lt pair name ee flag type integer gt 1 lt pair gt lt parameter gt lt function gt lt connector gt This example creates an organization The River Deep with a login of riverdeep and a pass word of whl1tewat3r The organization state is set to Service The function will return the organization ID number and execute an external event if
57. APL ao sgl GCC INE cirio eee eee ed Ua hi ae Si ds View Wa W Bla wala a a sgl pet stierne ars oad eee tient ee SO Sea eaeim nm aee als sail GOT o aimsigh E ce one eee Sal RON Seg RCS wie ea bees Task APE pra io Ag gr a ar I IR HC a gh gh6 8 gas a So au task create o task clesth y sis kau hones ae ge c hou peAyGusetecedeuden idee CASK DEE it ah iy OES Cee pas GOSS ES va ais task Updates ccd ccr eben aw oa EERE COTES Sue 8 ae ea elias Additional ActlONS siii da Ri Settine custom fields eines ii died dese Using ef id Pairs tics siar aice I ALL epee Bee ER ew ee eos fh arb Using data type paits eek ieee en seeded ae ee ede een es Using value palts rrai drio NG AC oe eG aE La a AIS AC Cae we S Adding thread entties essers tae eae oa ee awa Lh awe ewn nes Adding Note aaa ir dea Creating and deleting SLA instances ooooocooooocccocccc oo Passing variable D cis com corr a ie Finding code number sy iia ll d ENTA Eae Ei Using the mouseover function 0 0 c eee eee eee eee Finding IDs in analytics nsss eee eee Using the lookup_id_for_name function 0 0 0 c ee eee Implementing code for the XML API 0 0 0000 Using the POST method misil ei a oi eta wel db Sending an XML formatted email 0 00 00000000004 FrrOt COdES nis ad ad og tele Beka weet wee ead Enabling external events 0 cee eee ee Developing external events 0 0 eee Email intestinos He ee Sees Content
58. D number of the incident thread type integer CGU Refer to Table 14 on page 83 note The text contained in the thread entry string CGU seq The sequence of the thread entry integer CGU Appendix A Table 33 Incident Pairs Continued Incident API 149 Name Use Type Visibility time_billed The time billed for the incident Uses the pair CGU following nested pairs tb_item lt gt A time billed entry Uses the following pair CGU nested pairs The first tb_item pair should be named tb_item1 the second should be tb_item2 and so on acct_id The ID number of the staff member billing integer CGU the time bill_date The time the time billed item was created time CGU minutes The number of minutes billed integer CGU notes Notes associated with the time billed entry string CGU bt_id The ID number of the time billed activity integer CGU associated with the time billed entry updated The time the incident was last updated time G updated_by The ID number of the staff member updat integer CU ing the incident updated_by_c_id The ID number of the contact updating the integer U incident use_smime Indicates whether S MIME is used for the _ integer G incident e Q S MIME not used 1 S MIME used wf_flag Determines whether business rules run integer CU when the incident is created updated or deleted e 0 Business rules do not run e 1 Business rules run
59. Describes the source codes to be used in the source_lvl1 source_lv12 and tbl pairs in each XML API function Documentation conventions As you work with RightNow documentation you will notice certain conventions used to con vey information To help you become familiar with these conventions the following table contains examples and descriptions of the conventions used Convention Description Path Common Configuration gt Double Click Identifies the path to open an administration item Staff Accounts The administration option appears first followed by the mouse action Note All paths appear immediately before figures in the documentation Path Answers gt Double Click Report gt Right Identifies the path to open a record from a report Click Answer gt Open gt Answer The navigation list appears first followed by the mouse actions and the menu selection lt angle brackets gt as in Indicates variable information specific to your http lt your_interface gt custhelp com RightNow application Asterisk preceding field names in tables Indicates that the field is required You cannot save a record report or file until you fill in all required fields Note In RightNow required fields are flagged with an asterisk or the field name appears in red text or both Chapter 1 RightNow February 08 documentation 9 RightNow February 08 documentation RightNow Technologies offers manuals guides
60. Ds on page 87 RIGHT NOW TECHNOLOGIES 20 XML Integration lt parameter gt tag The parameters described in Table 1 can be specified using the name attribute in the lt parameter gt tag The datatype should also be specified using the type attribute For example lt parameter name args type pair gt lt pair data lt parameter gt Table 1 Parameter Description Parameter Description ac_id This parameter defines the report ID number in the search func tion args This parameter indicates that pair data will follow the lt parameter gt tag For example lt parameter name args type pair gt lt pair name i_ id type integer gt 19283 lt pair gt lt parameter gt max rows This parameter defines the maximum number of records that should be returned by the search when using the search API func tions sql This parameter defines the SQL statement for the SQL query API functions lt pair gt tag The lt pait gt tag contains data used by the API function It describes the database field and the value to add to the RightNow database The lt pair gt tag can have the following attributes e name This attribute defines the pair name that the enclosed data pertains to Pair names for the API are described in Appendix A Pair Names on page 125 For exam ple lt pair name title type string gt Title lt pair gt type This attribute determines whether the
61. ES 24 XML Integration Table 4 XML API Functions Continued Function Description Required Parameters Pairs mailing send to_contact A contact API function used with contact_create or contact_update to send a new or updated contact a transactional mailing or survey Refer to page 43 Note This function should only be used if RightNow Marketing or RightNow Feedback is enabled The c_id and mailing_id pairs Flow Function flow_execute A flow API function used to enter contacts in campaign flows at speci fied entry points Refer to page 44 Note This function should only be used if RightNow Marketing is enabled The args parameter and the c_id flow_id and shortcut pairs Hierarchical Menu Functions css_category_ create A hierarchical menu API function used to create category customizable menu items in the database Refer to page 45 The args parameter An array of pair data con taining seq label Ibl_item parent lvl_id 1 6 desc and vis pairs css_disposition_ create A hierarchical menu API function used to create disposition customiz able menu items in the database Refer to page 45 The args parameter e An array of pair data con taining seq label Ibl_item parent lvl_id 1 6 desc and vis pairs css_product_ create A hierarchical menu API function used to create product customizable menu items in the database Refer
62. GU account timezone The default timezone associated with the integer CGU staff account upd_opt The flag that updates opportunities when integer CU changing the territory of a staff account Appendix A Answer API 129 Answer API The pairs described in the following table are available to use in answer functions Table 28 Answer Pairs Name Use Type Visibility a_id The ID number of the answer integer CGUD access_mask The answer access of the answer The access string CGU level determines which end users can view the answer admin last access The last time the answer was accessed by an time G administrator assigned The staff member assigned to the answer pair CGU Uses the following nested pairs acct_id The ID number of the staff member integer CGU assigned to the answer group_id The ID number of the staff group assigned integer CGU to the answer ault_solved_count The long term solved count for administra integer CGU tive users aust_solved_count The short term solved count for administra integer CGU tive users banner The flag information associated with the pair CGU answet acct_id The ID number of the staff account that integer G most recently updated the flag flag The importance of the flag integer CGU e 1 Low e 2 Medium e 3 High txt The flag text string CGU upd The time the flag text was updated time G RIGHT
63. MYSEC_EXT_LOGIN_URL configuration setting Your login form should calculate the expiration timestamp and pass it back to RightNow Service Note If the p_li_expiry parameter is used in combination with the p_redirect parameter the p_li_expiry parameter is overridden and the value in the MYSEC_SESSION_ID_EXP configuration setting is used instead p_li_passwd This parameter represents the string specified in the MYSEC_LI_PASSWD configuration setting Note This parameter is required if the MYSEC_LI_PASSWD configura tion setting contains a value p_org_id This parameter represents an organization ID to associate with a contact To find the value of menu items refer to Finding code numbers on page 89 Note You must manually assign any service level agreements SLA that you want to associate with the organization including those controlling privileged access You can do this through RightNow s administration interface p_tedirect This parameter is added to the p_li variable and is used to remove the p_li variable from the URL When p_redirect is set to 1 the p_li variable will be replaced by the p_sid variable in the URL when the user logs into the site This will prevent secure information from being passed in the p_li variable if the end user copies and pastes the URL from their browser and emails it to someone p_state css This parameter represents the contact s state for RightNow Service e 0 Di
64. RightNow February 08 Integration Manual February 15 2008 TECHNOLOGIES Documentation This documentation is 1998 2008 RightNow Technologies Inc The documentation is pro vided under license and is subject to change from time to time by RightNow in its absolute discretion Software Code Except as provided hereafter the software code is 1997 2008 RightNow Technologies Inc The software may be covered by one or more of the following patents issued by the United States Patent and Trademark Office patent numbers 6 665 655 6 434 550 6 842 748 6 850 949 6 985 893 6 141 658 6 182 059 6 278 996 6 411 947 6 438 547 and D454 139 or by the following patent issued by the United Kingdom Patent Office patent number GB239791 Other patents are also pending Trademarks The following are trademarks of RightNow Technologies Inc RightNow Multiview Technology ProServices RightFit RightNow Live Locator SmartConversion SmartSense RightNow Outbound RightNow Service RightNow Metrics RightNow Marketing RightNow Sales RightPractices RightStart SmartAssistant SmartAttribute Technology Talk RightNow Proactive Proactive Customer Service TopLine Top Line Customer Service iKnow Salesnet and RightNow Connect Web address http rightnow com Email address info rightnow com Contents 1 Contents Chapter 1 Introductio comi a a gi sui e 5 About this manuale cessi 4 44 68 A Gate dasa ad 7 Documentation c
65. T NOW TECHNOLOGIES 194 Index meta answet API description 53 meta_ans_create 53 meta_ans_destroy 55 meta_ans_update 56 pair descriptions 150 meta answets see meta answer API name attribute in pair tags 20 atttribute in function tags 19 note pair example 85 notes adding through XML API 85 0 opp tmpl file for email integration 108 opp_create function description and example 57 required parameters 27 opp_destroy function description and example 59 required parameters 27 opp_get function description and example 59 required parameters 27 opp_update function description and example 60 required parameters 27 opportunities see opportunity API source codes list 177 opportunity API adding notes 85 description 57 opp_create 57 opp_destroy 59 opp_get 59 opp_update 60 pair descriptions 151 org tmpl file for email integration 108 org_create function description and example 64 required parameters 28 org_destroy function description and example 65 required parameters 28 org_get function description and example 65 required parameters 28 org_update function description and example 66 required parameters 28 organization API adding notes 85 address type descriptions 62 description 61 org_create 64 org_destroy 65 org_get 65 org_update 66 pair descriptions 158 organizations see organization API soutce codes list 177 P pair names account API 125 answer API 1
66. The ID number of the cost of sale currency integer CGU type rate_id The ID number of the cost of sale exchange integer CGU rate val The cost of sale of the opportunity string CGU created_by The ID number of the staff member who integer CG created the opportunity custom field A custom field associated with the opportu pair CGU nity For information on the nested pairs this pair uses refer to Custom field API on page 140 ee_flag Determines whether external events run integer CDU when an opportunity is created updated or deleted e Q External events do not run e 1 External events run flow_id The ID number of the flow the opportunity integer CGU is associated with forecast_close The date the opportunity is forecasted to time CGU close initial_contact The date the sales representative initially time CGU made contact with the organization interface_id The ID number of the interface the opportu integer CGU nity is associated with last_survey_score The last survey score for the opportunity integer G lead_rej_desc The comments entered when the lead was string CGU rejected lead_rej_dttm The time the lead was rejected time CGU lead_rej_id The ID of the lead rejection reason integer CGU RIGHT NOW TECHNOLOGIES 154 Pair Names Table 35 Opportunity Pairs Continued Name Use Type Visibility lost The time that the opportunity was lost time CGU
67. W TECHNOLOGIES 94 XML Integration Implementing code for the XML API The following sections describe the two methods you can use to implement code for use with the RightNow XML API and using the XML API log Using the POST method When using the POST method the XML is immediately sent to RightNow and parsed by the PHP script parse php Record data is then instantly created updated or deleted in the RightNow database The parse php script is located at http lt your_domain gt cgi bin lt your interface gt cfg php xml api parse php To develop the integration you will need to create code operating independently or within the HTML on a separate web page to post the XML data The posted data must pass two param eters xml_doc and sec_string The xml_doc parameter contains the entire set of XML data including the lt connector gt and lt connector gt tags and all XML contained within the tags The sec_string parameter should specify the XML trigger phrase specified in the H SEC WEB STRING configuration setting refer to Table 17 on page 95 Note The encoding of parse php is set to UTF 8 and any XML document passed to the parser must also be UTF 8 encoded A simple way to use the POST method to send XML to RightNow is to create a web form using HTML as shown in the following example lt meta http equiv Content Type content text html charset UTF 8 gt lt form method POST action http lt your domain gt cgi
68. a using the POST method When posting data using this method the XML is immediately passed to RightNow and parsed by a PHP script A record is then instantly created updated deleted retrieved or searched for in the RightNow database For additional information refer to Using the POST method on page 94 Sending an XML formatted email When sending an XML formatted email the utility Zechmail will identify an email as having XML through a trigger word or phrase in the subject line The email will then be parsed by a PHP script to retrieve the data For additional information refer to Sending an XML formatted email on page 95 Caution The XML API functions should be used by experienced programmers only Misuse of the API could result in damage to your RightNow site or database We recommend that you first test your integration on a non production site If you require assistance please contact your RightNow account manager This chapter describes the XML tags used by the RightNow API provides descriptions of the basic API functions and contains information on posting XML through a URL or sending an XML formatted email RIGHT NOW TECHNOLOGIES 18 XML Integration XML tags The data sent to RightNow is identified by a series of XML tags defined in this chapter The tags organize data so it can be parsed by RightNow and handled appropriately There are four basic tags used when accessing the API through XML e lt
69. abase fields of the purchased_products table as well as some specialized information such as custom fields pur_product_create The pur_prod_create function is used to add a purchased product to the RightNow database The function has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs Chapter 3 Sales product API 67 Example lt connector gt lt function name pur prod create lt parameter name args gt lt pair name pp iteml type pair gt lt pair name c_id type integer gt 8 lt pair gt lt pair name campaign_id type integer gt 4 lt pair gt lt pair name finalized by type integer gt 11 lt pair gt lt pair name license end type time gt 1288544400 lt pair gt lt pair name license start type time gt 1162328858 lt pair gt lt pair name mailing_id type integer gt 8 lt pair gt lt pair name notes type string gt Replaces 1YR400U lt pair gt lt pair name 0a_c_id type integer gt 311 lt pair gt lt pair name op id type integer gt 25 lt pair gt lt pair name org id type integer gt 4 lt pair gt lt pair name price type pair gt lt pair name curr id type integer gt 1 lt pair gt lt pair name rate id type integer gt 1 lt pair gt lt pair name val type string gt 1288 lt pair gt lt pair gt lt pair name product_id type integer gt 23 lt pair gt lt pair name
70. ace associated with the incident integer CGU lang_id The ID number of the language associated with the incident integer CGU last_resp The date and time the incident was last responded to time last_survey_score The score of the most recent survey com pleted for the incident integer RIGHT NOW TECHNOLOGIES 146 Pair Names Table 33 Incident Pairs Continued Name Use Type Visibility mailbox_id The ID number of the mailbox the incident integer G was created from mailing id The ID number of the marketing mailing integer G org_id The ID number of the organization associ integer CGU ated with the incident prod The product hierarchy the incident is associ pair CGU ated with Uses the nested pairs Ivl_id1 through lvl_id6 lvl_id lt 1 6 gt The pair data of the product hierarchy the integer CGU incident is associated with queue_id The ID number of the queue the incidentis integer CGU assigned to ref no The reference number of the incident string CG rel_due The relative due date to be met to meet the time G SLA If SLAs have not been implemented this would apply to the default response requirements resp_sav An uncommitted not sent response thread string CGU response Indicates what type of response to send If pair CU this pair is not included a response is not sent type The ID number of the response type to
71. air gt lt pair name lvl_ idl type integer gt 100068 lt pair gt lt pair gt lt parameter gt lt function gt lt connector gt This example moves account ID 16 from the fifth position in the hierarchy to the second position in the hierarchy and reassigns it from group 100061 to group 100068 Group IDs correspond to folder IDs in the folders table Note If an account is referenced by a tule it cannot be moved Chapter 3 Account API 33 acct_update The acct_update function is used to update the information associated with an existing staff account in the RightNow database The function has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs Note If RightNow Sales is enabled and you want to change an account s territory you must pass the old territory with the old_terr pair and the new territory ID with the terr_id pair You will also need to specify whether to update the account s opportunities by setting the upd_opt pair to one of the following values 1 Update all opportunities 2 Update only active opportunities 3 Update no opportunities The API will set any fields supplied in the pair list Any staff account fields missing from the pair list will not be altered in the database Example lt connector gt lt function name acct update id myid gt lt parameter name args name pair gt lt pair name acct_id type in
72. ally process incident update events If no handler is specified no external action is taken Default is blank EE CONTACT DELETE Specifies the relative path name of a PHP script to be used HANDLER to externally process contact delete events If no handler is specified no external action is taken Default is blank Chapter 4 Enabling external events 103 Table 24 External Events Configuration Settings Continued Setting Usage EE_CONTACT_INSERT_ Specifies the relative path name of a PHP script to be used HANDLER to externally process contact insert events This is used to provide an interface for third party call management sys tems or other third party systems If no handler is specified no external action is taken Default is blank EE CONTACT UPDATE Specifies the relative path name of a PHP script to be used HANDLER to externally process contact update events This is used to provide an interface for third party call management sys tems or other third party systems If no handler is specified no external action is taken Default is blank EE ANS DELETE HANDLER Specifies the relative path name of a PHP script to be used to externally process answer delete events This is used to provide an interface for third party call management sys tems or other third party systems If no handler is specified no external action is taken Default is blank EE_ANS_INSERT_HANDLER Specifies the relative path
73. alue can be NULL Note We recommend that the password specified in the contacts table be different than that stored in your external database This is because the customer s RightNow Service password cannot be updated later by the external system since the password is used as a verification field by RightNow Service Therefore to prevent customers who change their password in your external system from being locked out of the RightNow Service end user pages you should create a different password when the contact is created and use this password consistently to log in the cus tomer to RightNow One way to accomplish this is to use a constant value for all contact passwords and use the value each time a customer logs in You could also encrypt the contact s user id and use the encryption as the contact s password Each time the customer s login parameters are passed to RightNow Service you can use your encryption script to pass the valid password p_email addr This parameter represents the email field in the contacts table in the RightNow database This field is required to log in and create a new con tact Note The value of this field must be unique p_title This parameter represents the title field in the contacts table in the RightNow database p_name first This parameter represents the first_name field in the contacts table in the RightNow database p_name last This parameter represents the last_name f
74. and so on c_id The ID number of the contact associated integer CGU with the incident prmry Determines whether the contact is the pri _ integer CGU mary contact for the incident e 0 Not the primary contact e 1 Primary contact created The time the incident was created time G created_by The ID number of the incident creator integer CG Appendix A Table 33 Incident Pairs Continued Incident API 145 Name custom_field Use A custom field associated with the incident For information on the nested pairs this pair uses refer to Custom field API on page 140 Type pair Visibility CGU disp The disposition assigned to the incident Uses nested pairs lvl_id1 through lvl_id6 pair CGU lvlid lt 1 6 gt The pair data specifying the disposition of the incident integer CGU ee_flag Determines whether external events run when an incident is created updated or deleted e External events do not run e 1 External events run integer ei_cust The emotive index of the contact associated with the incident integer ei_staff The emotive index of the staff assigned to the incident integer i_id The ID number of the incident integer CDGU initial_soln The date and time the incident was responded to ending with a status change to a type other than unresolved time interface_id The ID number of the interf
75. are actions or activities scheduled to be completed within a specified time Tasks can be standalone or they can be associated with answers campaigns contacts documents inci dents mailings opportunities organizations surveys and stages in a sales strategy task_create The task_create function is used to add a task to the RightNow database The function has two components the args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs Important The API will automatically generate a task_id for the task If no name is speci fied for the task it will be named New Task The task will be populated with data specified in the pair list A brief description of all ask table fields and their corresponding pair names can be found in Appendix A Pair Names on page 125 Example lt connector gt lt function name task create lt parameter name args type pair gt lt pair name assgn_acct id type integer gt 2 lt pair gt lt pair name tbl type integer gt 87 lt pair gt lt pair name status type pair gt lt pair name id type integer gt 1 lt pair gt lt pair name type type integer gt 1 lt pair gt lt pair gt lt pair name name type string gt Schedule Follow Up Call lt pair gt lt pair name due date type time gt 1176045800 lt pair gt lt parameter gt lt function gt lt connector gt This example creates a task with the na
76. args and ac_id parameters but filters associated with the report can also be applied All fixed filters defined in the report specified by the ac_id are applied to the query that is run by the XML search API function and any run time filters with default values are also included To narrow your search you can use the run time selectable filters created in the view Note The ac_id must be defined on the current interface to work correctly To find the ac_id for a desired report refer to Finding code numbers on page 89 The run time selectable filters are applied by passing the search_args pair To identify the fil ter set the name pair to the name of the filter the name is specified by you when you create the filter in the report The value is passed using the compare_val pair The format of the data in the compare_val pair depends on the type of operator specified in the filter Table 11 describes the type of data to use in the compare_val pair for each type of operator Important If you use percent encoding reserved characters in a search string the characters must be percent encoded also called URL encoded For example if you use the percent symbol Y as a wildcard in a search string the percent sign must be percent encoded Table 11 Operators Description If the operator is Then data in the compare_val pair is lt lt gt gt A number or string For example to search for the word roaming li
77. ate update an existing meta answer in the e An array of pair data con database Refer to page 56 taining the m_id pair Opportunity Funct ions opp_create An opportunity API function used to add an opportunity to the database Refer to page 57 The args parameter An array of pair data con taining the name and status pairs opp_destroy An opportunity API function used to delete an opportunity from the data base Refer to page 59 The args parameter An array of pair data con taining the op_id pair opp_get An opportunity API function used to The args parameter retrieve an opportunity from the data e An array of pair data con base Refer to page 59 taining the op_id pair opp_update An opportunity API function used to The args parameter update an existing opportunity in the database Refer to page 60 An array of pair data con taining the op_id pair RIGHT NOW TECHNOLOGIES 28 XML Integration Table 4 XML API Functions Continued Function Description Required Parameters Pairs Organization Func tions org create An organization API function used to add an organization to the database Refer to page 64 The args parameter e An array of pair data con taining the name and state pairs org destroy An organization API function used to delete an organization from the data base Refer to page 65 The arg
78. avison Dmitriy Kopylenko Mark Pollack Thierry Templier Erwin Vervaet Portia Tung Ben Hale Adrian Colyer John Lewis Costin Leau Rick Evans wsdl4j XML services utilities is Copyright IBM Corp 2006 Gsgxml XML sitemap builder is O 2005 Zervaas Enterprises php xml_writer_class XML Production Utility is 2001 2005 Manuel Lemos english affixes natural language data is O 1992 1993 Geoff Kuenning bubblegroupbox ui component is O 2005 Adam Smith slf4j logging subsystem is 2004 2007 QOS ch xstring string manipulation is 2005 Keenan Tims jsmin javascript code compressor is O 2002 Douglas Crockford codeigniter PHP framework 2006 EllisLab Inc simpleline graphics routing is 2005 Paul Brower X11R6 XFree86 GUI rendering is 1994 2003 The XFree86 Project Inc and contributors as follows 1996 2000 by David Turner 1984 1989 1994 Adobe Systems Incorporated 2003 Eric Anholt 2002 Apple Com puter Inc 1988 AT amp T O 1992 by Robert Baron O 1996 1998 by David Bateman O 1988 Bitstream Inc Cam bridge Massachusetts USA O 2001 by Stephen Blackheath O 1993 by Jon Block block frc com 2000 Compaq Computer Corporation Inc 1998 by Concurrent Computer Corporation 1994 2000 by Robin Cutshaw 1992 1993 2002 by David Dawes 2000 by Egbert Eich 2002 by Paul Elliott 1987 1994 by Digital Equip ment Corporati
79. ble for carrying out integrations in RightNow February 08 It contains information and procedures for implementing pass through authentications external event handlers or XML API integrations Refer to the RightNow Administrator Manual for an overview of the RightNow Console and configuration procedures for those areas common to all RightNow products including RightNow Service RightNow Marketing RightNow Feedback and RightNow Sales Refer to the RightNow User Manual for an overview of the RightNow Console and information and procedures for performing tasks associated with areas that are common to all RightNow products Chapter 2 Integration Overview Contains a description of each type of integration RIGHT NOW TECHNOLOGIES 8 Introduction Chapter 3 XML Integration Contains information for implementing an integration using XML to access RightNow s API and update the database Chapter 4 Event Handlers Contains information for implementing event handlers to define custom processes for managing your incidents contacts organizations answers and opportunities Chapter 5 Pass Through Authentication Contains information for integrating RightNow Service with an external customer validation source to allow your customers to automatically log in to RightNow Service from an external web page Appendix A Pair Names Describes the pairs available to be used in each XML API func tion Appendix B Source Codes
80. cident with the ID of 21 from the database and executes an exter nal event RIGHT NOW TECHNOLOGIES 52 XML Integration incident_get The incident get function is used to retrieve the contents of the ncidents table The function has two components an args parameter and an array of pair data The sub_tbl and tbl_id pairs are used to return thread entries The tbl_id pair should always be set to 18 the ID of the threads table Refer to Table 4 on page 22 for a list of required pairs Example lt connector gt lt function name incident_get gt lt parameter name args type pair gt lt pair name id type integer gt 1539 lt pair gt lt pair name sub tbl type pair gt lt pair name tbl_ id type integer gt 18 lt pair gt lt pair gt lt parameter gt lt function gt lt connector gt This example retrieves the incident details from the incident with the ID of 1539 from the database All incident API pairs are returned using this function including incident threads Note The XML API incident_get function does not return data fields with NULL val ues incident_update The incident_update function is used to update the information associated with an existing incident in the RightNow database The function has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs The API will set any fields supplied in the pair list incl
81. complete and up to date customer data RightNow Feedback RightNow makes it easy for you to find out what your customers really think by asking them at the right time and in an appropriate manner RightNow Feedback is a customer sur vey tool for gathering information about your customers experiences The resulting informa tion will help your organization improve customer experiences and increase customer loyalty RightNow Feedback also unifies all of your organization s feedback programs into a single enterprise feedback management solution that supports your organization s complete feed back strategy Surveys can target diverse internal and external audiences for broad purposes such as improving business processes ensuring quality compliance improving customer and employee satisfaction and more The key to any organization s long term success is knowing what customers expect today and will demand tomorrow Using our flexible and robust survey functionality you can capture and measure feedback across all touch points in real time and take immediate action on that feedback Chapter 1 About this manual 7 RightNow Sales RightNow s sales automation solution enables sales teams to capitalize on every opportunity to maximize sales performance and provide a superior customer or prospect experience RightNow Sales provides comprehensive tools to quickly and effectively manage opportuni ties contacts leads and tasks
82. contact title The contact s title string CGU trigger Used in the mailing _send_to_contact func pair CU tion to indicate the incident or opportunity associated with the mailing or survey This information is used for reporting purposes Uses the following nested pairs id The ID number of the incident or opportu integer CU nity that caused the mailing to be sent tbl The ID number of the database table the integer CU record is associated with e 1 Incidents e 87 Opportunities updated The time the contact was last updated time G updated_by The staff member the contact was last integer CU updated by wf flag Determines whether business rules run integer CU when the contact is created updated or deleted e 0 Business rules do not run 1 Business rules run RIGHT NOW TECHNOLOGIES 140 Pair Names Custom field API The pairs described in the following table are available to use in custom field functions Refer to Setting custom fields on page 80 Table 30 Custom Field Pairs Name Use Type Visibility custom_field A custom field pair array using the following pair CGU nested pairs Refer to Setting custom fields on page 80 cf_item A custom field item pair array using the fol pair CGU lowing nested pairs cf id The code number of a custom field Refer to integer CGU Using cf id pairs on page 80 and Finding code numbers on page 89 data_
83. containing the return value will be sent If no ret_type is specified http will be used by default Note Specifying ret_type http does not allow you to send an XML return to a specific http location or URL e ret_email This attribute specifies the email address to send return values to if ret_type is email For example lt connector ret_type email ret _email jdoe example com gt When return values are sent to an email address or URL they appear in the following format lt xml version 1 0 encoding UTF 8 gt lt connector ret gt lt function name incident create lt ret_val name i_id gt 7345 lt ret_val gt lt function gt lt connector_ret gt This example returns the i_id of an incident created through the API with the incident_create function The automatically assigned i_id of the new incident 7345 is specified by the lt ret_val gt tag lt function gt tag The lt function gt tag contains each API call and contains the following attributes name This attribute specifies the name of the API function you want to call For example lt function name incident_create gt e id This attribute specifies a string used to apply return values to The string can be used later to have the return value replace a variable For example lt function name contact_ create id contact_id gt For information about using variables in the ID attribute refer to Passing variable I
84. cts incidents opportunities quotes sales products or tasks with the XML API Passing custom field data through the API is different than interacting with standard database fields To set a custom field using a create or update function each custom field must be specified within a custom_field pair and a nested cf_item pair containing an array of pairs including the cf_id data_type and val_ lt type gt pairs The val_ lt type gt pairs are also called value pairs Using cf_id pairs The cf_id pair specifies the code of the custom field In this pair the name should be set to cf_id with a type of integer and the value of the pair will be the code number of the custom field For information on finding the code value of a custom field refer to Finding code numbers on page 89 Using data_type pairs The data_type pair specifies the code of the custom field data type The possible data types and the corresponding codes are specified in Table 12 Table 12 Custom Field Data Types and Codes Code Data Type 1 Menu 2 Radio Chapter 3 Setting custom fields 81 Table 12 Custom Field Data Types and Codes Continued Code Data Type 3 Integer 4 Date Time 5 Text field 6 Text area 7 Date Using value pairs The value pair specifies the value you want the custom field set to There are three value pairs val_int val_str and val_time Each value pair is used for different data types as sp
85. d Name Use Type Visibility val The adjusted total value string GU custom_field A custom field associated with the sales pair GU product For information on the nested pairs this pair uses refer to Custom field API on page 140 discount The adjusted discount for the product integer GU notes The notes associated with the edited sales integer GU product original_desc The original sales product description integer G before it was edited original_id The original sales product ID before it was string G edited original_name The original sales product name before it string G was edited original_price The original sales product price before it pair G was edited Uses the following nested pairs curr_id The ID number of the currency of the origi integer GU nal price rate id The ID number of the exchange rate of the integer GU original price val The adjusted original price string GU product_id The ID number of the product integer DGU qty The quantity of the sales product integer GU seq The sequence of the sales product in the list integer GU of sales products associated with the quote quote_id The ID number of the quote integer GU schedule_id The ID number of the price schedule associ integer GU ated with the quote Appendix A Sales product API 167 Table 38 Quote Pairs Continued Name Use Type Vi
86. d type integer gt 27 lt pair gt lt pair name oaddr type pair gt lt pair name oaddr iteml type pair gt lt pair name oat_id type integer gt 1 lt pair gt lt pair name addr type pair gt lt pair name street type string gt 12345 Maple Way lt pair gt lt pair name city type string gt Bozeman lt pair gt lt pair name prov_id type integer gt 32 lt pair gt lt pair name postal code type string gt 59718 lt pair gt lt pair name country id type integer gt 1 lt pair gt lt pair gt lt pair gt lt pair name oaddr item2 type pair gt lt pair name oat_id type integer gt 2 lt pair gt lt pair name addr type pair gt lt pair name street type string gt 4321 Oak Street lt pair gt lt pair name city type string gt Belgrade lt pair gt lt pair name prov_id type integer gt 32 lt pair gt lt pair name postal code type string gt 59714 lt pair gt Chapter 3 Organization API 63 lt pair name country id type integer gt 1 lt pair gt lt pair gt lt pair gt lt pair gt lt parameter gt lt function gt lt connector gt RIGHT NOW TECHNOLOGIES 64 XML Integration org_create The org_create function is used to add an organization to the RightNow database The func tion has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs Important The
87. date data external to RightNow Using external events requires programming experience and familiarity with RightNow functions For more information refer to Chapter 4 Event Handlers on page 101 Chapter 2 Pass through authentication You can integrate RightNow Service with an external customer validation source to allow your end users to automatically log in to RightNow Service from an external web page by passing the necessary login parameters in the URL of any appropriate end user page home php std_alp php std_adp php By using this integration method you can allow con tacts to have one login name and password for RightNow Service as well as an external sys tem Use this integration method when you want to use an external customer validation source to log in contacts to RightNow Service This method requires programming experience and familiarity with RightNow Service functions For more information refer to Chapter 5 Pass Through Authentication on page 109 RIGHT NOW TECHNOLOGIES 16 Integration Overview Chapter 2 3 XML Integration You can use XML Extensible Markup Language to access RightNow s API and update the database Through XML integration you can perform many tasks normally accomplished through the RightNow user interface such as creating updating deleting retrieving and searching records in your RightNow database using either of the following methods Sending XML dat
88. described in the following table are available to use in the search function Table 40 Search Pairs Name Use Type Visibility search_args The search argument Uses the following pair N A nested pairs seatch_field lt gt The search fields Uses the following nested pair N A pairs The first search field should be named seatch_field1 the second should be seatch_field2 and so on name The name of the run time selectable filter string N A being searched on compare_val The value of the field being searched on string N A Appendix A SLA instance API 171 SLA instance API The pairs described in the following table are available to use in contact and organization functions Table 41 SLA Instance Pairs Name Use Type Visibility slai SLA instances Uses the following nested pair CDGU pairs slai_item lt gt An SLA instance Uses the following pairs pair CGU The first SLA instance should be named slai_item1 the second should be slai_item2 and so on action The action for the SLA instance This field integer CDGU must be set to 1 to create an SLA instance 2 to update an SLA instance and 3 to delete an SLA instance activedate The activation date of the SLA instance time CGU expiredate The expiration date of the SLA instance time CGU inc_chat The number of chat incidents remaining in integer CGU the SLA instance inc_csr The number of CSR incidents remaini
89. e The function has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs The API will set any fields supplied in the pair list including custom fields Any answer fields missing from the pair list will not be altered in the database If you want to assign access levels to the answer you must pass them through the access_mask pair The access mask pair is a decimal value computed from a binary bitmap of your access levels For more information refer to the procedure To compute the access mask on page 35 Example lt connector gt lt function name ans update gt lt parameter name args type pair gt lt pair name a id type integer gt 15 lt pair gt lt pair name status type pair gt lt pair name id type integer gt 4 lt pair gt lt pair name type type integer gt 4 lt pair gt lt pair gt lt pair name access mask type string gt 00000000036000000000200000000000000000002 lt pair gt lt pair name wf flag type integer gt 0 lt pair gt lt parameter gt RIGHT NOW TECHNOLOGIES 40 XML Integration lt function gt lt connector gt This example updates the answer with an a_id of 15 to have a status and status type of Public code 4 and an access level of Everyone Business rules will not be run for the answer update Contact API The contact API functions contact_create contact_destroy contact_get
90. e inc web type integer gt 10 lt pair gt lt pair name sla id type integer gt 1 lt pair gt lt pair name sla set type integer gt 1 lt pair gt lt pair name state type integer gt 2 lt pair gt Chapter 3 Passing variable IDs 87 lt pair gt lt pair gt This example creates an SLA instance in the s a_instances table sets the owner id to 4 the owner_tbl to 3 the orgs table The following example shows an array of pair data that would terminate an SLA instance when used in a contact or organization function lt pair name slai type pair gt lt pair name slai_iteml type pair gt lt pair name action type integer gt 3 lt pair gt lt pair name slai_id type integer gt 61 lt pair gt lt pair gt lt pair gt This example terminates the SLA instance with the slai_id of 61 Passing variable IDs When you use multiple XML functions in the same XML file the XML API allows you to store newly created record IDs in a variable to be used later in your XML To create a variable define the variable using the id attribute in the function tag as shown in the following exam ple lt function name org create id organization_id gt In this example the org_id assigned to the new organization will be stored in the variable organization_id This variable can be called later in your XML by replacing the org_id with the variable organization_id The following example shows ho
91. e note type pair gt lt pair name note iteml type pair gt lt pair name action type integer gt 1 lt pair gt lt pair name seq type integer gt 1 lt pair gt lt pair name text type string gt Updated through the XML API lt pair gt lt pair gt lt pair gt lt parameter gt lt function gt lt connector gt Creating and deleting SLA instances A service level agreement SLA instance is an assigned SLA assigned by an agent from the RightNow Console or through the XML API and associated with a contact or organization For additional information on SLAs see the RightNow Service Administrator Manual RIGHT NOW TECHNOLOGIES 86 XML Integration By using the slai pair and associated nested pairs in the contact_create contact_update otg_create and org_update functions you can create or delete an SLA instance within the sla_instances table The slai pair must contain an array of pair data including the slai_item lt gt pair and the action owner_tbl owner_id sla_id and activedate nested pairs Important The action pair is required to create or terminate an SLA instance The value of the action pair determines whether the SLA instance is created or terminated set this value to 1 to create an instance used in contact_create or org_create functions or 3 to delete an instance used in contact_update or org_update functions The owner_id corresponds with the c_id of the contact or org_id of
92. e prmry lt pair gt lt pair name ic_ item2 t lt pair name c_ id lt pair name prmry lt pair gt lt pair name ic_iteml t lt pair name c_ id lt pair name prmry lt pair gt r gt ype pair gt type integer gt 7 lt pair gt type integer gt 1 lt pair gt ype pair gt type integer gt 9 lt pair gt type integer gt 0 lt pair gt ype pair gt type integer gt 11 lt pair gt type integer gt 0 lt pair gt lt pair name cat type pair gt lt pai lt pair lt pair lt pair lt pair pe integer gt 7 lt pair gt lt pe integer gt 8 lt pair gt pe integer gt 1 lt pair gt name lang_ id type integer gt 1 lt pair gt lt pair name lvl_ idl ty lt pair name lvl_id2 ty E gt name interface_id ty name org_id type in name prod type pair lt pair name 1vl_id1 ty lt pair name 1wv1_id2 ty teger gt 4 lt pair gt t5 pe integer gt 2 lt pair gt pe integer gt 13 lt pair gt Chapter 3 Finding code numbers 89 lt pair gt lt pair name queue id type integer gt 3 lt pair gt lt pair name status type pair gt lt pair name id type integer gt 1 lt pair gt lt pair name type type integer gt 1 lt pair gt lt pair gt lt pair name thread type pair gt lt pair name thread entry type pair gt lt pair name entry type type integer gt 3 lt pair gt
93. e closed value currency integer CGU type rate_id The ID number of the closed value integer CGU exchange rate val The closed value of the opportunity string CGU competitor Competitors associated with the opportunity pair CGU Uses the following nested pairs comp_item A competitor associated with the opportu pair CGU nity Uses the following nested pairs competitor_id The ID number of the competitor integer CGU prmry Defines which competitor is the primary integer CGU competitor for the opportunity One com petitor must be specified as the primary A value of 1 identifies the primary competitor contact Contacts associated with the opportunity pair CGU Uses the following nested pairs oc_item lt gt A contact associated with the opportunity pair CGU Uses the following nested pairs The first contact should be named oc_item1 the sec ond should be oc_item2 and so on c_id The ID number of the contact integer CGU cr id The ID number of the contact role of the integer CGU contact oc primary Defines which contact is the primary contact integer CGU for the opportunity One contact must be specified as the primary contact A value of 1 identifies the primary contact cos The cost of sale of the opportunity Uses the pair CGU following nested pairs Appendix A Table 35 Opportunity Pairs Continued Opportunity API 153 Name Use Type Visibility curr_id
94. e_ctx Escalation and rule state information associ pair G ated with the opportunity Uses the following pairs escldate The date and time the opportunity was esca time G lated escllevel The level that the opportunity has been esca integer G lated to through the rules engine state The rule state the opportunity is currently in integer G source_upd The creation source of the opportunity pair CG lvl_id1 The level one source of the opportunity integer CG Refer to Appendix B Source Codes on page 177 lv1_id2 The level two source of the opportunity integer CG Refer to Appendix B Source Codes on page 177 stage The stage the opportunity is in Uses the fol pair CGU lowing nested pairs stage_id The ID number of the stage the opportunity integer CGU is in strategy_id The ID number of the strategy the opportu integer CGU nity is associated with status The status of the opportunity Uses the fol pair CGU lowing nested pairs id The ID number of the status of the opportu integer CGU nity Appendix A Table 35 Opportunity Pairs Continued Opportunity API 157 Name Use Type Visibility type The ID number of the status type of the integer CGU opportunity summary The summary of the opportunity string CGU sub tbl Used in the opp_get function to identify the pair G table to retrieve notes from Uses the follow ing nested pair tbl_id S
95. earch lt connector ret gt lt function name search id gt lt row id lt col lt col lt col lt col lt col lt col lt col lt col lt col lt col lt col lt col lt col lt col lt row gt lt row id lt col lt col plan lt col lt col lt col lt col lt col 1 gt id 1 gt 1 lt col gt id 2 gt How do I email a photo with my camera phone lt col gt id 3 gt en_US lt col gt id 4 gt Everyone lt col gt id 5 gt id 6 gt Public lt col gt ary Smith lt col gt id 7 gt 1036594069 lt col gt id 8 gt 100 lt col gt id 9 gt 1 lt col gt id 10 gt 1 lt col gt id 11 gt id 12 gt 1128020129 lt col gt id 13 gt 1 lt col gt id 14 gt 0 lt col gt 2 gt id 1 gt 2 lt col gt id 2 gt What will it cost for me to upgrade to your business lt col gt id 3 gt en_US lt col gt id 4 gt Everyone lt col gt id 5 gt id 6 gt Public lt col gt ary Smith lt col gt id 7 gt 1036594069 lt col gt RIGHT NOW TECHNOLOGIES 74 XML Integration lt col id 8 gt 100 lt col gt lt col id 9 gt 2 lt col gt lt col id 10 gt 1 lt col gt lt col id 11 gt lt col id 12 gt 1128022171 lt col gt lt col id 13 gt 1 lt col gt lt col id 14 gt 0 lt col gt lt row gt lt function gt lt connector_ret gt The above result set shows a searc
96. ecified by the data_type pair Each pair must also has a corresponding type which must be correctly specified in the XML tag These three pairs are described in Table 13 Table 13 Value Pairs Description Pair name Description Type val_int Use this pair for menu radio integer and integer custom fields data types 1 2 and 3 val_str Use this pair for text and text string area custom fields data types 5 and 6 val_time Use this pair for date time and time date custom fields data types 4 and 7 Important Date and date time custom fields must be configured with a type of time and the value must be in UNIX date_t format that is a long integer that is the num ber of seconds since the UNIX Epoch date 00 00 00 UTC January 1 1970 RIGHT NOW TECHNOLOGIES 82 XML Integration Examples The following example shows how to set two custom fields a text field and a text area where the custom field with cf_id code of 37 is set to Main St Branch and the custom field with the cf_id code of 38 is set to Model 80801 DS9 lt pair name custom field type pair gt lt pair name cf iteml ty lt pair name cf id lt pair name data ty lt pair name val_str lt pair gt lt pair name cf item2 ty lt pair name cf id lt pair name data ty lt pair name val_str lt pair gt lt pair gt lt be type pair gt integer gt 37 lt pair gt p
97. ed pairs Example lt connector gt lt function name contact_get gt lt parameter name args type pair gt lt pair name id type integer gt 9 lt pair gt lt pair name sub tbl type pair gt lt pair name tbl_ id type integer gt 164 lt pair gt lt pair gt lt parameter gt lt function gt lt connector gt Chapter 3 Contact API 43 This example retrieves the contact details and notes table ID of 164 for the contact with ID number 9 Note The XML API contact_get function does not return data fields with NULL val ues contact_update The contact_update function is used to update the information associated with an existing contact in the RightNow database The function has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs The API will set any fields supplied in the pair list including custom fields Any contact fields missing from the pair list will not be altered in the database Example lt connector gt lt function name contact_update gt lt parameter name args type pair gt lt pair name c_id type integer gt 9 lt pair gt lt pair name password type string gt newpassword lt pair gt lt pair name email type pair gt lt pair name addr type string gt mib test com lt pair gt lt pair gt lt parameter gt lt function gt lt connector gt This example updates the contact with ID
98. efer integer CU to Appendix B Source Codes on page 177 status The status of the incident Uses the follow pair CGU ing nested pairs id The ID number of the status integer CGU RIGHT NOW TECHNOLOGIES 148 Pair Names Table 33 Incident Pairs Continued Name Use Type Visibility type The ID number of the status type integer CGU subject The title of the incident string CGU sub_tbl Used in the incident_get function to identify pair G the table to retrieve threads from Uses the following nested pair tbl_id Specifies the table to get threads from This integer G pair should always contain a value of 18 the ID of the breads table thread The incident threads response note cus pair CGU tomer Uses the following nested pairs Refer to Adding thread entries on page 82 thread_entry lt gt A entry within the incident thread Uses the pair CGU following nested pairs The first thread entry should be named thread_entry1 the second should be thread_entry2 and so on acct_id The ID number of the staff account associ integer CG ated with the thread c_id The ID number of the contact associated integer CGU with the thread channel The ID number of the channel associated integer CGU with the thread Refer to Table 15 on page 83 ei The emotive index rating of the thread integer G entered The time the thread was created time G entry_type The I
99. ement 1 34 Hosting 0 Table 8 Example Grid Access ID Access Level On Off 63 Sales NW 0 64 Not Used 0 65 Sales SW 0 66 Sales NE 0 67 Sales SE 0 Chapter 3 Answer API 37 Table 9 Example Grid Access ID Access Level On Off 94 Marketing 1 95 Technical Publications 0 In this example the answer would be viewable by end users with the following access lev els Human Resources Admin Finance Product Management and Marketing 4 For each grid use the values in column 3 from bottom to top to create a binary number The binary numbers in this example are 0100100 010 0000 and 01 5 Convert the binary number to decimal In this example the decimal values are 36 2 0 and 1 6 Add leading zeros to the decimal values to make them ten digit numbers and place them one after the other For example 0000000036000000000200000000000000000001 This is the value of access_id Example lt connector gt lt function name ans create gt lt parameter name args type pair gt lt pair name access mask type string gt 0000000036000000000200000000000000000001 lt pair gt lt pair name assigned type pair gt lt pair name acct_id type integer gt 4 lt pair gt lt pair name group id type integer gt 100061 lt pair gt lt pair gt lt pair name type type integer gt 1 lt pair gt lt pair name m_id type integer gt 25 lt pair gt lt pair name lang_id type intege
100. enu Item Chapter 3 Finding code numbers 91 Most record tabs on the RightNow Console display the Info button in the upper right hand corner of the tab When you click the Info button record details are displayed including the record ID number Figure 3 shows the details displayed when you mouse over the Info but ton when editing an organization In this example the organization ID is the code number The Info button can be used when editing most records such as contacts opportunities cam paigns and tasks Rocky Mountain Hootanany ox T New Save Lg Save and Close L79Copy Print Delete EE Appointment 7 Spell Check Expand o Info Help E _ _ Organization ID 1 Organization Name Rocky Mountain Hootanany State Service Marketing Sales Date Created 12 20 2006 08 12 AM Biling x AA Salesperson No Value Date Last Updated 12 20 2006 08 12 AM Edt Login ID Rule State Not Available Figure 3 Displaying Record Information Finding IDs in analytics When exploring reports you can view the report ID ac_id by displaying the ID column in the explorer details For information on customizing explorer details refer to RightNow Administrator Manual Figure 4 displays the Reports Explorer with the ID column visible Report IDs Li Reports Explorer ex New Dashboard New Report Edit T Copy JM Delete j Open H Otel Back E Forwa
101. er gt 15 lt pair gt lt pair name 1v1_id2 type integer gt 45 lt pair gt lt pair name 1v1_id3 type integer gt 51 lt pair gt lt pair gt lt pair gt lt pair gt lt parameter gt lt function gt Chapter 3 Opportunity API 57 lt connector gt This example updates the meta answer with a meta answer ID of 25 to specify three addi tional category associations Opportunity API The opportunity API functions opp_create opp_destroy opp_get and opp_update allow you to create delete retrieve or update information in the opportunities and quotes tables You can act on all standard database fields of these tables as well as some specialized information such as custom fields Opportunities are records in RightNow Sales that contain information on a specific sale or a PP 8 P pending deal that is tracked and maintained in the knowledge base Note Through the opportunity API you can retrieve update and delete quotes how ever you cannot create quotes Quotes must be created through the RightNow Console opp_create The opp_create function is used to add an opportunity to the RightNow database The func tion has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs Note The API will automatically generate an op_id for the opportunity that is consis tent with existing opportunities in the database Note entries in opportunities use
102. er service agents to quickly and consistently help customers and enables your customers to help themselves with powerful and intuitive web and voice self service capabilities RightNow Service is seamlessly integrated with RightNow Marketing RightNow Sales RightNow Analytics and RightNow Feedback enabling your organization to capture high value insights from customer service interactions to drive better marketing experiences and product development decisions RIGHT NOW TECHNOLOGIES 6 Introduction RightNow Marketing Marketing is often the first point of contact with a customer as a result that first experience is crucial to how the customer views your organization RightNow Marketing is an email and campaign marketing solution that ensures high value customer experiences across your mat keting touch points Using multi stage marketing campaigns you can quickly target and deliver the right informa tion and product offers to the right recipients at the right moment By providing your cus tomers and prospects with what they need when they need it you not only create a great experience you also optimize the effectiveness and cost efficiency of your marketing pro grams RightNow Marketing is seamlessly integrated with RightNow Service RightNow Sales RightNow Analytics and RightNow Feedback so your organization can act on every new lead in a timely appropriate manner and provide your marketing team with more accurate
103. er function for staff accounts In this example Tim Johnson s account ID number or code is 3 This number is used to identify Tim when creating or updating records in RightNow Path Common Configuration gt Double Click Staff Accounts Staff Accounts e E Groups fies Customer Service 8 Sally Jones Tim Johnsen A Managers E web Services Staff Accounts Edit First Name Last Name Display Name Tim Johnson Details 10 3 Disabled 7 Assignment FT Views Reports IT Permanently Disable Flags 7 Account Locked FT Force Password Change Password Display Name Profile Notification 7 Send Email TT Notify Always Figure 1 Mousing Over a Staff Account x Figure 2 shows the mouseover function for a custom field menu item In this example a menu item Prepay within the answer custom field Calling Plan is being referenced The mouseover function shows that the menu item Prepay is associated with ID number or code 8 which is used to identify the Prepay menu item ID when creating or updating records in RightNow Path Service gt Double Click Answer Custom Fields Answer Custom Fields Custom Fields Edit Database Data Type tien 2 Column Name callplan i Indexed Field Attributes Name Calling Plan Hint Menu Items 7 Default Name c Nationwide TO Prepay Figure 2 Mousing Over a Custom Field M
104. er to Adding thread entries on page 82 The incident will be populated with data specified in the pair list A description of all ncidents table fields and their corresponding pair names can be found in Appendix A Pair Names on page 125 When creating an incident the source of the incident is a required element For a listing of sources refer to Appendix B Source Codes on page 177 Note For records created or updated through the XML API you should always allow the API to set the source levels The API will automatically set source_lvl1 to 32007 and source_lv12 to 6001 Setting the sources to other values can have a detrimental effect on your data If you choose to set sources to other values be sure you carefully test your work and the results Example lt connector gt lt function name incident create RIGHT NOW TECHNOLOGIES 50 XML Integration lt parameter name args type pair gt lt pair name assigned type pair gt lt pair name acct_id type integer gt 4 lt pair gt lt pair name group id type integer gt 100061 lt pair gt lt pair gt lt pair name contact type pair gt lt pair name ic_iteml type pair gt lt pair name c_id type integer gt 7 lt pair gt lt pair name prmry type integer gt 1 lt pair gt lt pair gt lt pair name ic_item2 type pair gt lt pair name c_id type integer gt 9 lt pair gt lt pair name prmry type integer g
105. er to Table 4 on page 22 for a list of required pairs Example lt connector gt lt function name ans destroy gt lt parameter name args type pair gt lt pair name a_id type integer gt 33 lt pair gt lt pair name wf flag type integer gt 1 lt pair gt lt pair name ee flag type integer gt 1 lt pair gt lt parameter gt lt function gt lt connector gt This example deletes answer ID number 33 applies business rules and executes an external event if one is specified in the EE_ANS_DELETE_HANDLER configuration setting ans_get The ans_get function is used to retrieve the contents of an answer from the answers table The function has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs Chapter 3 Answer API 39 Example lt connector gt lt function name ans get gt lt parameter name args type pair gt lt pair name id type integer gt 33 lt pair gt lt pair name sub tbl type pair gt lt pair name tbl_ id type integer gt 164 lt pair gt lt pair gt lt parameter gt lt function gt lt connector gt This example retrieves the details for the answer with ID number 33 from the database Note The XML API ans_get function does not return data fields with NULL values ans_update The ans_update function is used to update the information associated with an existing answer in the RightNow databas
106. es the follow pair CGU ing nested pairs city The name of the city in the contact s address string CGU information country_id The ID number of the country in the con integer CGU tact s address information postal_code The postal or zip code in the contact s string CGU address prov_id The ID number of the province or state in integer CGU the contact s address information street The contact s street address string CGU alt_name The alternative name of the contact Uses pair CGU the following nested pairs first The alternative first name of the contact string CGU last The alternative last name of the contact string CGU banner The flag information associated with the pair CGU contact acct_id The ID number of the staff account that integer G most recently updated the flag flag The importance of the flag integer CGU e 1 Low e 2 Medium e 3 High txt The flag text string CGU RIGHT NOW TECHNOLOGIES 134 Pair Names Table 29 Contact Pairs Continued Name Use Type Visibility upd The time the flag text was updated time G cat Defines the default category for the contact s searching Uses nested pairs lvl_id1 through Ivl_id6 pair CGU lvl_id lt 1 6 gt The pair data of the default category for the contact s searching integer CGU cid The ID number of the contact In the mailing_send_to_contact function this is the ID number of the co
107. ext The password associated with a staff string CGU account password_exp The password expiration date of a staff time G account phone The phone number associated with a staff string CGU account RIGHT NOW TECHNOLOGIES 128 Pair Names Table 27 Account Pairs Continued Name Use Type Visibility phone_alt_1 The first alternative phone number associ string CGU ated with a staff account phone_alt_2 The second alternative phone number asso string CGU ciated with a staff account profile_id The profile ID associated with a staff integer CGU account seq The sequence listing within a group folder integer CGU that is associated with a staff account signature The signature associated with a staff account string CGU source_upd The soutce of the account Uses the follow pair CGU ing nested pairs lv1_id1 The level one source of the answer Refer to integer CGU Appendix B Source Codes on page 177 lv1_id2 The level two source of the answer Refer to integer CGU Appendix B Source Codes on page 177 sp_dial The speed dial items associated with a staff pair CGU account Uses the following nested pairs sd_item A speed dial entry Uses the following nested pair CGU pairs name The name of the speed dial entry string CGU phone The phone number of the speed dial entry string CGU terr_id The territory ID associated with a staff integer C
108. ext page gt 0 Then Return Request Params p next page Else Return home php End If End Function Private Function getUserName As String gets the user nam Try Dim theUserName As String theUserName Request ServerVariables AUTH USER Return theUserName Catch ex As Exception lblError Text Error Cannot log in Unknown user End Try End Function End Class RIGHT NOW TECHNOLOGIES 124 Pass Through Authentication Chapter 5 Appendix A Pair Names Account API 125 This appendix describes the pairs available to be used in the public APIs Each table contains the pairs available for the API a description of the pairs the pair type and visibility of the pair for the different function types The visibility indicators are e C Visible for create functions e D Visible for delete functions e G Visible for get functions e U Visible for update functions For example if an account API pair has the visibility indicators C G and U you can use that pair in the ans_create ans_get and ans_update functions however you can not use the pair in the ans_delete function Note Visibility indicators are not applicable to the search css_category_move css_disposition_move css_product_move or flow_execute functions Account API The pairs described in the following table are available to use in account functions Table 27 Account Pairs
109. f pair data con taining id old_seq new_seq old parent np_lvl_id lvl_id old_lvl and new_lvl pairs css_product_ move A hierarchical menu API function used to move product customizable menu items in the database Refer to page 47 The args parameter An array of pair data con taining id old_seq new_seq old parent np_lvl_id lvl id old_lvl and new_lvl pairs RIGHT NOW TECHNOLOGIES 26 XML Integration Table 4 XML API Functions Continued Function Description Required Parameters Pairs css_category_ update A hierarchical menu API function used to update an existing category customizable menu in the database Refer to page 48 The args parameter An array of pair data con taining id and parent pairs css_disposition_ update A hierarchical menu API function used to update an existing disposition customizable menu in the database Refer to page 48 The args parameter e An array of pair data con taining id and parent pairs css_product_ update A hierarchical menu API function used to update an existing product customizable menu in the database Refer to page 48 The args parameter An array of pair data con taining id and parent pairs Incident Functions incident create An incident API function used to add an incident to the database Refer to page 49 The args parameter e An array of pair data con taining
110. ferenced answer view ID lt connector gt lt function name search gt lt parameter name ac_id type integer gt 100026 lt parameter gt lt function gt lt connector gt The following example shows a search by product and a range of answer IDs In this example a filter named Product must exist in the report with the ac_id of 100026 lt connector gt lt function name search gt lt parameter name args type pair gt lt pair name search args type pair gt lt pair name search fieldl type pair gt lt pair name name type string gt Product lt pair gt lt pair name compare val type string gt 1 2 2 9 2 12 lt pair gt lt pair gt lt pair name search field2 type pair gt lt pair name name type string gt a_id lt pair gt lt pair name compare val type string gt 1 50 lt pair gt Chapter 3 lt pa lt pair gt ir gt lt parameter gt Search API 73 lt parameter name ac_id type integer gt 100026 lt parameter gt lt parameter name max_rows type integer gt 5 lt parameter gt lt function gt lt connector gt In this example the function searches for all answers with a product ID of 2 a second level product ID of 9 or 12 and an ID between the range of 1 and 50 and returns the values according to the report with the ID ac_id of 1000026 Example result set The following is an example of a set of results from an answer s
111. following nested pairs addr The first alternate email address associated string CGU with the contact cert The S MIME account certificate associated string CGU with the contact email_alt2 The second alternate email address and secu pair CGU rity information associated with the contact Uses the following nested pairs addr The second alternate email address associ string CGU ated with the contact cett The S MIME account certificate associated string CGU with the contact email_invalid The email invalid status of the contact s pri integer CGU mary email address flow_id Used in the mailing send to contact func integer CU tion to define the campaign flow ID lines_per_page The default number of lines per page shown integer CGU for a contact login The contact login name string CGU ma_alt_org_name The alternate Marketing organization name string CGU associated with the contact RIGHT NOW TECHNOLOGIES 136 Pair Names Table 29 Contact Pairs Continued Name Use Type Visibility ma_mail_type The Marketing mail type associated with the integer CGU contact ma_opt_in The Marketing opt in flag associated with integer CGU the contact ma_org_name The Marketing organization name associated string CGU with the contact mailing id Used in the mailing_send_to_contact func integer CU tion to indicate the ID number of the mailing or survey t
112. g XML allows real time interaction with RightNow Use XML integration when you want direct access to the RightNow database XML integra tion can also be used when an external application has the ability to create and send XML for matted emails or post XML directly to RightNow You should have experience with XML and familiarity with RightNow functions before attempting to perform an XML integration For more information refer to Chapter 3 XML Integration on page 17 Event handlers An event handler is implemented when a specific event occurs within RightNow An event handler can either execute a script external event or email data email integration to a spec ified email address when the event occurs The following events are supported e An incident is created updated or deleted An answer is created updated or deleted A contact is created updated or deleted An organization is created updated or deleted e An opportunity is created updated or deleted A business rule is matched These events facilitate execution of a program or email transmission when information is modified within RightNow The external event program is passed the data related to the update For example this function could be used to update contact information in an external system every time contact information is updated within RightNow Use event handlers when you want real time synchronization with an external system or want to up
113. g with opportunities quotes Outlook integration and disconnected access RightNow Feedback User Manual Contains procedures for all staff members working with RightNow Feedback This manual addresses audiences the content library questions and surveys RightNow Made Easy An Administrator s How To Guide Contains basic procedures for the RightNow administrator to configure all common areas in RightNow and all RightNow products including RightNow Service RightNow Marketing RightNow Sales and RightNow Feedback This streamlined how to guide gives administrators the basic steps to set up and configure all areas in RightNow one task at a time and complements the array of published RightNow manuals and documentation RightNow Made Easy A User s How To Guide Contains the basic procedures for tasks that staff members perform on a regular or daily basis With how to instructions for each RightNow product customer service agents marketing personnel and sales representatives can quickly and efficiently complete routine tasks as they work with customers and prospects The user s how to guide combines several RightNow user manuals into one easy to use resource RightNow February 08 Release Notes Contains a brief description of the new and expanded features in RightNow February 08 including features common to all products and those specific to RightNow Service RightNow Marketing RightNow Sales and RightNow Feedback RightNo
114. h return value containing two rows or two matching records for a search Each row relates directly to a row in the specified report SQL query API The SQL query API functions sql_get_int sql_get_str and sql_get_dttm allow read only access to the RightNow database through the XML API These functions will return a single value from the database The ID attribute and the sql parameter must be supplied for these functions When using any of the sql_get functions if more than one value meets the criteria of the SQL statement only the first value to match the criteria will be returned For this reason you should not use an SQL statement like SELECT from lt table gt because only the first value in the table will be returned however SQL statements like SELECT COUNT from lt table gt or SELECT MAX acct_id FROM accounts would work well because they only return a single value Important If you use percent encoding reserved characters in a search string the characters must be percent encoded also called URL encoded For example if you use the percent symbol as a wildcard in a search string the percent sign must be per cent encoded The terminating semicolon is implied for all SQL statements sql_get_int The sql_get_int function is used to execute a SELECT statement against the RightNow data base when the result is an integer such as an account ID from the accounts table or a count of
115. has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs Example lt connector gt lt function name acct_destroy gt lt parameter name args type pair gt lt pair name acct_id type integer gt 3 lt pair gt lt pair name seq type integer gt 3 lt pair gt lt pair name group id type integer gt 100061 lt pair gt lt parameter gt lt function gt lt connector gt This example deletes account ID 3 from the database RIGHT NOW TECHNOLOGIES 32 XML Integration acct_move The acct_move function is used to move an account from one group to another and to change the sequence of an account within a group The function has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs The type attribute for each of these parameters is integer The value of old_lvl and new_lvl must be 2 Example lt connector gt lt function name acct_move gt lt parameter name args name pair gt lt pair name id type integer gt 16 lt pair gt lt pair name old_ lvl type integer gt 2 lt pair gt lt pair name new lvl type integer gt 2 lt pair gt lt pair name old_seq type integer gt 5 lt pair gt lt pair name new_ seg type integer gt 2 lt pair gt lt pair name old parent type integer gt 100061 lt pair gt lt pair name np lvl_id type p
116. he contact scheduled Used in the mailing send to contact func time CU tion to specify the time the mailing or survey should be sent search_text The default search text for the contact s string CGU searching search_type The code of the default search type for the integer CGU contact s searching slai The SLA instance associated with the con pair CGU tact Refer to Creating and deleting SLA instances on page 85 sn_c_id The Salesnet contact ID integer CGU source_upd The creation source of the contact pair CGU lv1_id1 The level one source of the contact Refer to integer CGU Appendix B Source Codes on page 177 lv1_id2 The level two source of the contact Refer to integer CGU Appendix B Source Codes on page 177 state The state of the contact Uses the following pair CGU nested pairs css The Service state of the contact integer CGU ma The Marketing state of the contact integer CGU Appendix A Table 29 Contact Pairs Continued Contact API 139 Name Use Type Visibility sa The Sales state of the contact integer CGU sub_tbl Used in the contact_get function to identify pair G the table to retrieve notes from Uses the fol lowing nested pair tbl_id Specifies the table to get notes from This integer G pair should always contain a value of 164 the ID of the notes table survey_opt_in The Feedback opt in flag associated with the integer CGU
117. he contact list the entire new list needs to be passed because the API deletes the existing contact list and inserts the new list if there is any change If there is no change opp2contact does not need to be set on update Example lt connector gt lt function name opp update gt lt parameter name args type pair gt lt pair name op id type integer gt 568 lt pair gt lt pair name status type pair gt lt pair name id type integer gt 11 lt pair gt lt pair name type type integer gt 8 lt pair gt lt pair gt lt pair name closed value type pair gt lt pair name curr id type integer gt 1 lt pair gt lt pair name rate id type integer gt 1 lt pair gt Chapter 3 Organization API 61 lt pair name val type string gt 99000 lt pair gt lt pair gt lt pair name qt type pair gt lt pair name qt_item type pair gt lt pair name action type integer gt 2 lt pair gt lt pair name quote id type integer gt 767 lt pair gt lt pair name forecast type integer gt 1 lt pair gt lt pair gt lt pair gt lt parameter gt lt function gt lt connector gt This example updates the opportunity with ID number 568 changing the opportunity s status to an ID of 11 Closed and setting the closed value to 99 000 Additionally the Rep Forecast field will be updated with the value of the associated quote forecast 1 Organization API The o
118. hould be set to No to prevent contact records from being created through email before they are created by a pass through authentication event This will help eliminate login issues caused by mismatched user names and passwords If you set EGW_AUTO_CUST_CREATE to No you should also modify the message base NOT_REG_EMAIL_MSG to direct new end users to your pot tal site to register and create an account RIGHT NOW TECHNOLOGIES 110 Pass Through Authentication Although contacts can be created and updated through the pass through authentication inte gration deletion of contacts must be handled by manually deleting the contact from the knowledge base though the RightNow Console or another integration method such as the XML API Note Contact your RightNow account manager for assistance in customizing your pass through authentication beyond the procedures detailed in this chapter for example securing pass through authentication strings beyond Base 64 encoding standards Refer to Figure 6 for assistance in designing your login integration This figure can help you determine the process used by RightNow Service when pass through authentication is used ustomer enters thru entry Point 2 Any entry point created by RightNow Service such as an email response with a link Customer enters thru entry Point 1 External page with a customer service link RightNow Service The RightNow Service page
119. icon Graphics Computer Systems Inc 2002 Manish Singh 1993 1994 by Sony Corporation 1988 SRI 1987 1988 1991 1992 2000 by Sun Microsystems Inc 1999 2000 SuSE Inc 2002 by SuSE Linux AG 1999 2001 by Thomas Thanner Citron GmbH Germany 1992 1993 by TOSHIBA Corp O 1992 by Jim Tsillas 1997 1998 by UCHIYAMA Yasushi 1990 1991 UNIX System Laboratories Inc 1994 1996 by Holger Veit 1992 Vrije Universiteit The Nether lands 1993 by David Wexelblat 2001 2004 Thomas Winischhofer Vienna Austria 1993 by Thomas Wol fram Berlin Germany 1996 X Consortium Inc 1998 by Kazutaka YOKOTA 1992 by Orest Zborowski 1991 1996 Digital Equipment Corp 1996 Fujitsu Limited 1996 Hewlett Packard Company 1996 Hitachi Ltd 1996 International Business Machines Corp 1990 Network Computing Devices 1996 Novell Inc 1987 1996 2002 Sun Microsystems Inc 1990 Tektronix Inc 1985 1998 The Open Group 2000 2001 Nokia Home Communications 2000 VA Linux Systems Inc 1990 1991 Tektronix Inc 1987 1988 1989 1990 by Digital Equipment Corporation Maynard 1998 1989 by Hewlett Packard Company Palo Alto Califor nia 1990 1991 Network Computing Devices 1993 by Sun Microsystems Inc Mountain View CA 1988 by Wyse Technology Inc San Jose CA 1991 International Business Machines Corp 1989 1994 Adobe Systems Incor
120. ield in the contacts table in the RightNow database p_alt_name first This parameter represents the alt_first_name field in the contacts table in the RightNow database p_alt_name last This parameter represents the alt_last_name field in the contacts table in the RightNow database p email altl addr This parameter represents the email_alt1 field in the contacts table in the RightNow database RIGHT NOW TECHNOLOGIES 116 Pass Through Authentication Table 26 Parameter Descriptions Continued Parameter Description p_email_alt2 addr This parameter represents the email_alt2 field in the contacts table in the RightNow database p_addr street This parameter represents the street field in the contacts table in the RightNow database p_addr city This parameter represents the city field in the contacts table in the RightNow database p_addr postal_code This parameter represents the postal_code field in the contacts table in the RightNow database This field may not contain special characters for example 59715 1111 should be passed as 597151111 p_addr country_id This parameter represents the country_id field in the contacts table in the RightNow database This field should be passed as a country s ID number To find the value of menu items refer to Finding code numbers on page 89 p_addr prov_id This parameter represents the prov_id field in the contacts table
121. il to be compared for valida tion of the XML source for email integrations Default is blank II SEC WEB STR Specifies the security variable to be compared for validation of the XML soutce for integrations that use the POST method Default is blank Error codes When an XML API function fails an error code will be returned Error codes can be used to troubleshoot your integration The tables in the section include the existing error codes for the following functions contact_create contact_update flow_execute mailing send to contact org_create and org_update Note Generally positive return values indicate success and negative return values indicate an error If an invalid parameter is used with the XML API get func tions a blank return value will be returned Table 18 describes the error codes for the contact_create function Table 18 Error Codes for contact_create Error Code Description 100079801 Invalid email address 100079802 Invalid ID number 100079803 Invalid login Table 19 describes the error codes for the contact_update function Table 19 Error Codes for contact_update Error Code Description 100089801 Invalid email address Chapter 3 Error codes 97 Table 19 Error Codes for contact_update Continued Error Code Description 100089802 Invalid ID number 100089803 Invalid login Table 20 describes the error codes for the flow_execute function Table 20 Erro
122. import echmail Service mailbox 5001 techmail Marketing mailbox 5002 agedatabase Closed incident with 5003 Waiting status agedatabase Answet set to review 5004 agedatabase Answet published 5005 agedatabase Answer decayed 5006 dbstatus Escalated 5007 rnmd Mailer daemon 5008 Appendix B 181 Table 44 Level Two Source Codes Continued Level One Source Level Two Source Code 32007 Public API XML API 6001 SOAP API 6002 External event 6003 Custom tab 6004 32008 Outlook Integration Contacts added or update 7001 eee eeu Threads and notes appended 7002 Tasks added or updated 7003 32009 Import Contact Upload 8001 kimport utility 8002 32010 Flow Campaign 9001 Survey 9002 Table 45 Table ID Codes Code Table 1 incidents 2 contacts 3 orgs 4 links 6 tree 7 cluster 8 visibility 9 answers 10 meta answers RIGHT NOW TECHNOLOGIES 182 Source Codes Table 45 Table ID Codes Continued Code Table 11 ans access 2 quotes 3 products 14 categories 5 custom_ fields 6 rnl_chats 17 fattach 8 threads 9 statuses 20 menu_items 21 languages 22 std_content 23 map2meta_ans 24 accounts 25 ac_dashboard_items 26 interfaces 27 prodcat_notif 28 mailboxes 29 var2intf 30 holidays 31 billable_tasks 32 profiles 33 profile2intf 34 time_billed
123. ing CGU ph_home The contact s home phone number string CGU ph_home_raw The contact s home phone number without string CGU formatting spaces or punctuation ph_mobile The contact s mobile phone number string CGU ph_mobile_raw The contact s mobile phone number without string CGU formatting spaces or punctuation ph_office The contact s office phone number string CGU ph_office_raw The contact s office phone number without string CGU formatting spaces or punctuation prod The default product for the contact s search pair CGU ing Uses the nested pairs lvl_id1 through lvl_id6 lvl_id lt 1 6 gt The pair data of the default product for the integer CGU contact s searching prodcat_notif The product and category notifications that pair CGU the contact has subscribed to Uses the fol lowing nested pairs prodcat_notif_item A notification Uses the following nested pair CGU pairs RIGHT NOW TECHNOLOGIES 138 Pair Names Table 29 Contact Pairs Continued Name Use Type Visibility hm The hierarchy of the product or category pair CGU Uses the following nested pairs I id The hierarchy of the product or category integer CGU start_time The time the subscription was created time CGU rule_state The rule state the contact is currently in integer G sales_acct_id The account ID of the sales rep assigned to integer CGU t
124. ion Example lt connector gt lt function name opp_get gt lt parameter name args type pair gt lt pair name id type integer gt 9 lt pair gt lt pair name sub tbl type pair gt lt pair name tbl_ id type integer gt 163 lt pair gt lt pair name tbl_ id type integer gt 12 lt pair gt lt pair gt RIGHT NOW TECHNOLOGIES 60 XML Integration lt parameter gt lt function gt lt connector gt This example retrieves the opportunity information for the opportunity with the ID number of 9 from the database It also retrieves information for notes tbl_id 163 and associated quotes tbl_id 12 Note The XML API opp_get function does not return data fields with NULL values opp_update The opp_update function is used to update the information associated with an existing opportunity in the RightNow database including quote information The function has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs If you are updating a quote the action pair must be set to 2 Note Note entries in opportunities use a unique pair structure For information refer to Adding Notes on page 85 The API will set any fields supplied in the pair list including custom fields Any opportunity fields not present in the pair list will not be altered in the database Note If another contact is added or one of the contacts is deleted from t
125. ir gt lt pair gt lt pair gt lt parameter gt lt function gt lt connector gt Chapter 3 Incident API 49 This example updates the name the product with the ID of 7 to be Family Calling Plans Incident API The incident API functions incident_create incident_destroy incident_get and incident update allow you to create delete retrieve or update information from the ncidents table You can act on all standard database fields of the ncidents table as well as some special ized information such as incident custom fields and incident threads An incident is a question or request for help from an end user through any of the channels into RightNow Service such as Ask a Question email Live chat site or answer feedback or the API incident_create The incident_create function is used to add an incident to the RightNow database The func tion has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs In addition you should also include a thread If you are using organizations you should pass the organization ID number org_id Depending on your configuration you may also need to specify other fields such as products and categories Note The API will automatically generate an i_id for the incident that is consistent with existing incidents in the database Thread entries in incidents use a unique pair structure For more information ref
126. ir name 1v1_id3 type integer gt 51 lt pair gt lt pair gt lt pair gt lt pair gt lt parameter gt lt function gt lt connector gt In this example a meta answer is created in RightNow The meta answer is associated with three first level products IDs of 1 3 and 5 two second level products IDs of 12 and 22 and one level three product ID of 33 The meta answer is also associated with three first level categories IDs of 13 15 and 18 two second level categories IDs of 42 and 45 and a third level category ID of 51 In addition the meta answer is associated with a linked prod uct ID of 4 The value of the m_id is automatically created and returned from the database Note When defining products and categories with multiple levels the lvl_id pairs nested within the hm pair must match the hierarchy of your products and cate gories For example in the previous example the category with ID 51 must be a third level category that is associated with the second level category with ID 45 which must be associated with the first level category with ID 18 meta_ans_destroy The meta_ans_destroy function is used to delete a meta answer The function has two com ponents The args parameter and the the m_id pair A valid m_id of an existing meta answer must be supplied Caution Deleting a meta answer will delete all answers associated with it Example lt connector gt lt function name meta_ans destroy gt
127. ired pairs Example lt connector gt lt function name sa prod destroy gt lt parameter name args gt lt pair name product_id type integer gt 5 lt pair gt lt parameter gt lt function gt lt connector gt This example deletes the sales product with the product_id of 5 from the RightNow database sa_prod_update The sa_prod_update function is used to update the information associated with an existing sales product in the RightNow database The function has two components an args parame ter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs Example lt connector gt lt function name sa prod update gt lt parameter name args gt lt pair name product_id type integer gt 5 lt pair gt lt pair name disabled type integer gt 1 lt pair gt lt pair name oa exclude type integer gt 1 lt pair gt lt pair name folder id type integer gt 100343 lt pair gt lt parameter gt lt function gt lt connector gt This example updates the sales product with the product_id of 5 disabling the sales product removing it from use by Offer Advisor and moving it to a new folder RIGHT NOW TECHNOLOGIES 70 XML Integration Search API The XML search API function can be used to search for records in RightNow including inci dents answers contacts organizations opportunities quotes and tasks The function has two components the
128. isibility CU RIGHT NOW TECHNOLOGIES 176 Pair Names Appendix A 177 Appendix B Source Codes This appendix lists the source codes that can be used when creating and updating answers contacts incidents opportunities and organizations Table 43 lists each level one source and its corresponding code value Table 44 on page 178 lists each level two source organized by level one source and its corresponding code value If the level one source code is 32001 for the Administration Console the level two source code corresponds to the ID number of the table Table ID codes are located in Table 45 on page 181 Caution If you do not include the source pairs in a function the sources will automati cally be set to indicate that the record was created from the XML API source_lvl1 32007 and source_lvl2 6001 Setting the sources to any other values may have significant adverse effects on your data so you should use cau tion and carefully test your work Table 43 Level One Source Codes Source Code Administration Console 32001 RightNow Console 32002 Accessibility Interface 32003 End user interface 32004 RightNow Wireless 32005 Utilities 32006 Public API 32007 Outlook Integration 32008 RIGHT NOW TECHNOLOGIES 178 Source Codes Table 43 Level One Source Codes Continued Source Code Import 32009 Campaign or survey flow 32010 Table 44 Level Two Source Codes
129. ity API Opportunity API 151 The pairs described in the following table are available to use in opportunity functions Table 35 Opportunity Pairs Name Use Type Visibility assigned The sales representative assigned to the pair CGU opportunity Uses the following nested pairs chain The management hierarchy of the staff pair CGU account assigned to the opportunity Uses the nested pairs lvl_id1 through lvl_id12 lvl_id lt 1 12 gt The pair data defining the management hier integer CGU archy of the sales representative assigned to the opportunity id The ID number of the sales representative integer CGU assigned to the opportunity banner The flag information associated with the pair CGU opportunity acct_id The ID number of the staff account that integer G most recently updated the flag flag The importance of the flag integer CGU e 1 Low e 2 Medium e 3 High txt The flag text string CGU upd The time the flag text was updated time G call_id The ID number of the call the opportunity integer CGU was created from closed The date and time the opportunity was time CGU closed closed_value The closed value information for the oppor pair CGU tunity Uses the following nested pairs RIGHT NOW TECHNOLOGIES 152 Pair Names Table 35 Opportunity Pairs Continued Name Use Type Visibility curr_id The ID number of th
130. ke not like is null within a string such as an incident subject you would use the follow or null not like or null 10g lt pair name compare val type string gt 25roaming 25 lt pair gt Where 25 is the percent encoded representation of the wildcard Chapter 3 Search API 71 Table 11 Operators Description Continued If the operator is Then data in the compare_val pair is in list not in list A list of numbers separated by semicolons For example to search for two statuses IDs are 4 and 5 you would use the following lt pair name compare val type string gt 4 5 lt pair gt 7 When searching for products and categories you must specify the level the code ID is associated with The format is lt level gt lt ID gt For example to search for a product ID is 2 and two of its lower level products IDs are 9 and 12 you would use the following lt pair name compare val type string gt 1 2 2 9 2 12 lt pair gt To search for something that has product 5 and sub level NULL you specify 2 u5 which says that the level two ID should be NULL and the level 1 ID should be 5 You can combine this with others as follows lt pair name compare val type string gt 1 2 2 u5 lt pair gt In the example listed above 1 2 2 u5 would equate to prod_lvl11 2 OR prod_lvl1 5 AND prod_lvl2 IS NULL If you want to specify that the product should be NULL you use 1
131. ks An XML API function is also available for searching in RightNow Table 4 lists the available XML API functions along with a description of the function and its required parameters and pairs Table 4 XML API Functions Function Description Required Parameters Pairs Account Functions acct_create An account API function used to add an account to the database Refer to page 30 The args parameter e An array of pair data con taining name login display_name profile_id def_curr_id seq and country id pairs acct destroy An account API function used to delete an account from the database Refer to page 31 The args parameter e An array of pair data con taining seq group_id and acct_id pairs acct_move An account API function used to move an account in the database Refer to page 32 The args parameter An array of pair data con taining id oldseq newseq oldparent and np_lvl_id pairs acct_update An account API function used to update an existing account in the database Refer to page 33 The args parameter An array of pair data con taining the acct_id pair Chapter 3 XML API functions 23 Table 4 XML API Functions Continued Function Description Required Parameters Pairs Answer Functions ans_create An answer API function used to add an answer to the database Refer to page 34 The args paramete
132. l is 1999 to the Apache Software Foundation awk data encoding data encoding is 1997 to Lucent Technologies Open SSL secure data transfer includes cryptographic software written by Eric Young eay cryptsoft com str ftime utility routine code is O 1989 the Regents of the University of California strtoll utility routine code is 1992 the Regents of the University of California portions of ExDataGrid active X control for data display are 2003 to Jan Tielens portions of svgdom vector graphics routines are O 2002 to James W Newkirk Michael Two and Alexei A Vorontosov and 2000 2002 to Phillip A Craig php dynamic web html programming language is 1999 2000 to the PHP Group PHP zip class ZIP file utilities is 2005 to Rochak Chauhan HtDig web index search library is 1999 2005 to The HtDig Group CLucene information retrieval library is 2003 2005 to the CLucene team Snowball natural language parser stemmers is 2001 Dr Martin Porter and Snowball Team ONC RPC network utility routines is 1997 WD Klotz 1993 by Martin F Gergeleit and 1988 Sun Microsystems Inc Overlib Javascript Utilities is Copyright Erik Bosrup 1998 2001 cUrl networking utilities 1996 2007 Daniel Stenberg libmcrypt data security routines O 1998 1999 2001 Nikos Mavroyanopoulos zlib data compression and utilities is 1
133. le 45 description 45 destroy functions description and example 47 move functions description and example 47 pair descriptions 141 update functions description and example 48 hiermenu API see hierarchical menu API id attribute in function tags 19 implementing code for the XML API 94 incident API adding thread entries 82 description 49 incident_create 49 incident_destroy 51 incident_get 52 incident_update 52 pair descriptions 143 incident tmpl file for email integration 108 Index 193 incident_create function description and examples 49 required parameters 26 incident_destroy function description and example 51 required parameters 26 incident_get function description and example 52 required parameters 26 incident_update function description and example 52 required parameters 26 incidents see incident API source codes list 177 integration overview 13 invalid parameters 30 L login see pass through authentication lookup_id_for_name function description 91 example 92 required parameters 27 mailing send to contact function description and example 43 required parameters 24 max_rows parameter 20 72 menu API see hierarchical menu API menus see hierarchical menu API meta_ans_create function description and example 53 requited parameters 27 meta_ans_destroy function description and example 55 required parameters 27 meta_ans_update function description and example 56 requited parameters 27 RIGH
134. mail is sent immediately to the specified mailbox with the incident answer con tact organization or opportunity data Enabling email integration requires configuring the insert update or delete handlers The email integration configuration settings are located under RightNow Common gt External Events gt Email Integration Use these settings to specify the email address to which you want to send email event data The email integration configuration settings are described in Table 25 Table 25 Email Integration Configuration Settings Setting EL INC_DELETE_ADDR Description Specifies the email address to receive incident delete data If no address is specified no external action is taken Default is blank EL INC INSERT ADDR Specifies the email address to receive incident insert data If no address is specified no external action is taken Default is blank EL INC_UPDATE_ADDR Specifies the email address to receive incident update data If no address is specified no external action is taken Default is blank EI CONTACT DELETE ADDR Specifies the email address to receive contact delete data If no address is specified no external action is taken Default is blank EL CONTACT INSERT ADDR Specifies the email address to receive contact insert data If no address is specified no external action is taken Default is blank EL CONTACT UPDATE ADDR Specifies the email address to receive
135. me Schedule Follow Up Call The API will automat ically generate a task_id RIGHT NOW TECHNOLOGIES 78 XML Integration task_destroy The task_destroy function is used to delete an existing task in the RightNow database The function has two components the args parameter and the task_id pair A valid task_id of an existing task must be supplied otherwise the function will abort with an error message Example lt connector gt lt function name task destroy gt lt parameter name args type pair gt lt pair name task id type integer gt 7 lt pair gt lt parameter gt lt function gt lt connector gt This example deletes the task with the ID number 7 from the database task_get The task get function is used to retrieve a record from the zasks table This function has two components the args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs A valid task ID number must be supplied in the id pair otherwise a blank value will be returned If the function executes without error the task details will be returned Example lt connector gt lt function name task get lt parameter name args type pair gt lt pair name id type integer gt 7 lt pair gt lt parameter gt lt function gt lt connector gt This example retrieves the task details with ID number 7 from the database Note The XML API task_get function does not retu
136. meters to RightNow Service Important If additional required contact custom fields have been created these will also need to be passed to create a new account Note RightNow Service will automatically append your customer s session ID infor mation to the URL when the customer is redirected through the end user pages The specified page must be configured to accept the session ID To configure RightNow Service to redirect the login 1 Click Common Configuration 2 Double click Settings under System Configuration 3 Select RightNow User Interface 4 Click My Stuff gt Security gt MYSEC_EXT_LOGIN_URL 5 Type the desired URL in the Value text box and click the Update button 6 Click the Commit and Exit button to save your changes and return to the General Configuration Menu Note URLs sent to contacts via email for example a link to update the incident will use the URL specified in the MYSEC_EXT_LOGIN_URL configuration set ting If you are passing a non blank password via p_passwd in a pass through authentication event and EU_CUST_PASSWD_ENABLED is disabled the pass through authentication event will fail It is recommended that you enable EU_CUST_PASSWD_ENABLED when using pass through authentication and use TC_CT_PASSWD_DISP to control the look and feel of contact passwords on the administration side of RightNow TC_CT_PASSWD_DISP does not affect pass through authentication Chapter 5 Redirecting the RightNow Service login
137. move function desciption and example 47 required parameters 25 css_category_update function desciption and example 48 required parameters 26 css_disposition_create function desciption and example 45 required parameters 24 css_disposition_destroy function desciption and example 47 required parameters 25 css_disposition_move function desciption and example 47 required parameters 25 css_disposition_update function desciption and example 48 required parameters 26 css_product_create function desciption and example 45 required parameters 24 css_product_destroy function desciption and example 47 required parameters 25 css_product_move function desciption and example 47 required parameters 25 css_product_update function desciption and example 48 required parameters 26 custom fields setting through XML 80 XML API pair descriptions 140 D DTD see XML tags E email XML formatted 95 email integration configuring 106 template files 107 error codes for the XML API 96 escaped characters 21 event handlers overview 14 see also external events or email integration 101 external events developing 104 email integration 106 enabling and configuring 102 overview 102 F flow API flow_execute function 44 pair descriptions 140 flow_execute function description and example 44 function tag name and ID attributes 19 functions see XML functions H hierarchical menu API create functions description and examp
138. n the database Refer to page 69 Required Parameters Pairs The args parameter An array of pair data con taining the product_id pair Search Function search A search API function used to search The args parameter for any records in the database using An array of pair data con an existing view Refer to page 70 taining the ac_id pair SQL Query Functions sql_get_int A SQL query API function used to SQL parameter and state retrieve an integer value from the ment database Refer to page 74 sql_get_str A SQL query API function used to e SQL parameter and state retrieve a string from the database Refer to page 75 ment sql_get_dttm A SQL query API function used to retrieve a datetime value from the database Refer to page 76 SQL parameter and state ment Task Functions task_create A task API function used to add a task to the database Refer to page 77 The args parameter An array of pair data con taining assegn_acct_id tbl status and name pairs task_destroy A task API function used to delete a task from the database Refer to page 78 e The args parameter 8 An array of pair data con taining the task_id pair task_get A task API function used to retrieve a task from the database Refer to page 78 e The args parameter gs p An array of pair data con taining the id pair RIGHT NOW TECHNOLOGIES 30 XML In
139. nal event handlers can be enabled to run a specified PHP script when an incident answer contact organization or opportunity is created updated or deleted When an exter nal event occurs a data file CSV is created The data is then handled under the direction of the PHP script specified in your configuration settings For example you can create a script that will export specified incident data to an external Oracle database Important You must contact RightNow Technologies Professional Services to develop and implement external events This is a chargeable service For more information contact your RightNow account manager Enabling external events Enabling external events requires configuring the insert update or delete handlers The event handler configuration settings are located under RightNow Common gt External Events These settings are described in Table 24 Table 24 External Events Configuration Settings Setting Usage EE INC DELETE HANDLER Specifies the relative path name of a PHP script to be used to externally process incident delete events If no handler is specified no external action is taken Default is blank EE_INC_INSERT_HANDLER Specifies the relative path name of a PHP script to be used to externally process incident insert events If no handler is specified no external action is taken Default is blank EE INC UPDATE HANDLER Specifies the relative path name of a PHP script to be used to extern
140. name intf id type integer gt 2 lt pair gt lt pair gt lt pair gt lt parameter gt lt function gt lt connector gt This example creates a top level product in English and Spanish Wireless Plans and Planes de Llamada populates the description of the product allows administration and end user visibil ity on the interface with the ID of 1 and prohibits visibility on the interface with the ID of 2 Chapter 3 Hierarchical menu API 47 css_product_destroy css_category_destroy and css_disposition_destroy The hierarchical menu destroy functions css_product_destroy css_category_destroy and css_disposition_destroy are used to delete an existing object for example a product or cate gory from a hierarchical menu The parameter and pair structures of the three destroy func tions are identical The functions have two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs Because the parameter and pair structures of the three destroy functions are identical only one example is provided css_product_destroy The only change required for css category destroy and css_disposition_destroy is the function name Exarnple lt connector gt lt function name css product destroy gt lt parameter name args type pair gt lt pair name id type integer gt 112 lt pair gt lt pair name seq type integer gt 1 lt pair gt lt pair name parent
141. nes for existing customers lt pair gt lt parameter gt lt function gt Chapter 3 Opportunity API 59 lt connector gt This example creates an opportunity Fall Clearance Sale and associates two contacts one primary and one secondary with the opportunity This function will automatically return the opportunity ID from the database opp_destroy The opp_destroy function is used to delete an existing opportunity in the RightNow database The function has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs Tip If you are destroying an opportunity it is not necessary to destroy the associated quotes all associated quotes will be automatically destroyed Example lt connector gt lt function name opp destroy gt lt parameter name args type pair gt lt pair name op id type integer gt 116 lt pair gt lt parameter gt lt function gt lt connector gt This example deletes the opportunity with the ID number 116 from the database opp_get The opp_get function is used to retrieve a record from the opportunities table and associated records from the quotes table The function has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs If you want to retrieve information about associated quotes use the same pair structure that you would use to retrieve note informat
142. ng in integer CGU the SLA instance inc_email The number of email incidents remaining in integer CGU the SLA instance inc_total The total number of incidents remaining in integer CGU the SLA instance inc_web The number of web incidents remaining in integer CGU the SLA instance sla_id The ID number of the SLA that the SLA integer CGU instance is associated with sla_set The shared ID number of the SLA if a modi integer CGU fied version of an SLA is used RIGHT NOW TECHNOLOGIES 172 Pair Names Table 41 SLA Instance Pairs Continued Name Use Type Visibility slai_id The ID number of the SLA instance integer CDGU state The state of the SLA integer CGU e 1 Not ready e 2 Active e 3 Used up e 4 Disabled Task API The pairs described in the following table are available to use in task functions Table 42 Task Pairs Name Use Type Visibility a_id The ID number of the answer the task is integer CGU associated with assgn_acct_id The ID number of the staff member integer CGU assigned to the task c id The ID number of the contact associated integer CGU with the task campaign_id The ID number of the campaign the task is integer CGU associated with completed The time the task was completed time CGU created The time the task was created time G created_by The ID number of the staff member the task integer CG was created by custom field A cust
143. nnel the note was integer CG created from Refer to Table 15 on page 83 created The time the note was created time G created_by The ID number of the staff account that the integer G note is associated with seq The sequence of the note integer CGU text The text of the note string CGU updated The time the note was updated time G updated_by The ID number of the staff account that the integer G note is associated with num_employees The number of employees the organization integer CGU has oaddr The addresses of the organization Uses the pair CGU following nested pairs RIGHT NOW TECHNOLOGIES 160 Pair Names Table 36 Organization Pairs Continued Name Use Type Visibility oaddr_item lt gt An organization address including address pair CGU type Uses the following nested pairs The first oaddr_item pair should be named oaddr_item1 the second should be oaddr_item2 and so on addr The organization address Uses the following nested pairs city The city associated with the address string CGU country_id The ID number of the country associated integer CGU with the address postal_code The postal or zip code associated with string CGU address prov_id The ID number of the state or province integer CGU associated with the address street The street address string CGU oat_id The type of address integer CGU e 1 Billing e 2 Shipping org_id The
144. nswers table You can act on all stan dard database fields of the meta_answers table Meta answers are groups of sibling answers that solve the same question but present infor mation in different formats either in another language or at different levels of detail The meta answer defines the products and categories assigned to that answer However you must update each answer separately to define content and visibility settings meta_ans_create The meta_ans_create function is used to add a meta answer to the RightNow database The function has two components the args parameter and an array of pair data Products and cat egories are also required if they are enabled in your configuration Important The API will automatically generate a meta answer ID for the meta answer that is consistent with existing meta answers in the database RIGHT NOW TECHNOLOGIES 54 XML Integration The meta answer will be populated with data specified in the pair list A brief description of all meta_answers table fields and their corresponding pair names can be found in Appendix A Pair Names on page 125 Using meta_ans_create you can associate up to six levels of products and categories to a meta answer by using multiple hier_item pairs within a products or categories pair array Example lt connector gt lt function name meta_ans create lt parameter name args type pair gt lt pair name notes type string gt This
145. ntact the mailing will be sent to integer CDGU contact_list_ids The contact lists that the contact is associ ated with Uses the following nested pair pair CGU int_item lt gt The ID number of the contact list that the contact is associated with The first contact list pair should be int_item1 the second should be int_item2 and so on integer CGU ctype_id The ID number of the contact type integer CGU custom_field A custom field associated with the contact For information on the nested pairs this pair uses refer to Custom field API on page 140 pair CGU disabled The disabled status of the contact e 0 enabled e 1 disabled integer CGU ee_flag Determines whether external events run when a contact is created updated or deleted e External events do not run e 1 External events run integer CDU Appendix A Table 29 Contact Pairs Continued Contact API 135 Name Use Type Visibility email The email address and security information pair CGU associated with the contact Uses the follow ing nested pairs addr The email address associated with the con string CGU tact cett The S MIME account certificate associated string CGU with the contact email_alt1 The first alternate email address and security pair CGU information associated with the contact Uses the
146. o implement event handlers If you are a hosted cus tomer you must contact your RightNow account manager to perform these functions Both hosted and non hosted customers may contact their account manager for assistance from Professional Services in planning and implementing an integration To learn more about the services provided visit our web site at http rightnow com To follow the procedures in this manual on premise customers must be using the latest ver sion of RightNow available for download on our web site Caution The API functions should be used by experienced programmers only Misuse of the API could result in damage to your RightNow site or database We recom mend that you first test your integration on a non production site If you require assistance contact your RightNow account manager RIGHT NOW TECHNOLOGIES 14 Integration Overview XML API XML integration allows you to interact directly with the API through the use of XML Using XML integration you can create update delete get and search on accounts answers con tacts hierarchical menus incidents meta answers opportunities organizations quotes SLA instances and task instances in your RightNow database You can also run SQL queries on any table of your RightNow database to retrieve information RightNow provides two methods for accessing the XML API You can use HTTP POST or send an XML formatted email to perform XML API functions Postin
147. o send name The name of the contact Uses the following pair CGU nested pairs first The first name of the contact string CGU last The last name of the contact string CGU note Used in contact_create and contact_update pair CGU to add note entries to contact records note_item lt gt A note entry Uses the following pairs The pair CGU first note entry should be named note_item1 the second should be note_item2 and so on action The action for the note This field must be integer CDGU set to 1 to create a note 2 to update a note and 3 to delete a note channel The ID number of the channel the note was integer CGU created from Refer to Table 15 on page 83 created The time the note was created time CGU seq The sequence of the note integer CGU text The text of the note string CGU updated The time the note was updated time CGU updated_by The ID number of the staff account that the integer CG note is associated with Appendix A Table 29 Contact Pairs Continued Contact API 137 Name Use Type Visibility org_id The ID number of the organization associ integer CGU ated with the contact password The contact s password string CGU ph_asst The phone number of the contact s assistant string CGU ph_asst_raw The contact s assistant phone number with string CGU out formatting spaces or punctuation ph_fax The contact s fax number str
148. o use in incident functions Table 33 Incident Pairs Name Use Type Visibility assigned The staff member the incident is assigned to pair CGU Uses the following nested pairs acct_id The ID number of the staff member the integer CGU incident is assigned to group_id The ID number of the staff group the inci integer CGU dent is assigned to banner The flag information associated with the pair CGU incident acct_id The ID number of the staff account that integer G most recently updated the flag RIGHT NOW TECHNOLOGIES 144 Pair Names Table 33 Incident Pairs Continued Name Use Type Visibility flag The importance of the flag integer CGU e 1 Low e 2 Medium e 3 High txt The flag text string CGU upd The time the flag text was updated time G call_id The ID number of the call the incident was integer CGU created from cat Defines the category the incident is associ pair CGU ated with Uses nested pairs lvl_id1 through lvl_id6 lvl_id lt 1 6 gt The pair data of the category the incidentis integer CGU associated with closed The time the incident was closed time G contact The contact s associated with the incident pair CGU Uses the following nested pairs ic_item lt gt A contact associated with the incident Uses pair CGU the following nested pairs The first contact should be ic_item1 the second should be ic_item2
149. om field associated with the task For pair CGU information on the nested pairs this pair uses refer to Custom field API on page 140 Appendix A Task API 173 Table 42 Task Pairs Continued Name Use Type Visibility doc_id The ID number of the document the task is integer CGU associated with due_date The date and time the task is due time CGU iid The ID number of the incident the task is integer CGU associated with inherit A bitmask defining the type of data inherited integer CGU from the parent task e 1 Staff assignment e 2 Organization association e 4 Contact association mailing_id The ID number of the mailing the task is integer CGU associated with name The name of the task string CGU notes The notes associated with the task string CGU op_id The opportunity the task is associated with integer CGU org_id The organization the task is associated with integer CGU pct_complete The percentage of the task that has been integer CGU completed planned_completion The planned completion date and time for time CGU the task priority The priority level of the task integer CGU e 1 Low e 2 Normal e 3 High rule_ctx Escalation and rule state information associ pair G ated with the task Uses the following paits escldate The date and time the task was escalated time G RIGHT NOW TECHNOLOGIES Pair Names Table 42 Ta
150. on 1988 by Evans amp Sutherland Computer Corporation 1992 1993 1994 by FUJITSU LIM ITED 2003 by Bryan W Headley 2000 by Richard A Hecker California United States 2002 Hewlett Packard Company Inc 1997 Matthieu Herrb 2000 Christian Herzog 1999 by David Holland 1992 2004 by Alan Hourihane 2000 Roland Jansen 2001 by J Kean Johnston 2000 2001 Ani Joshi 2000 by Rainer Keller 1999 2003 by Peter Kunzmann Citron GmbH Germany 1994 2004 by Marc Aurele La France TSI UQV 1996 by Steven Lang 1995 1999 by Patrick Lecoanet France 2001 by Patrick LERDA 2000 Tuo mas J Lukka O 2000 2001 by Sven Luther O 2002 2003 Torrey T Lyons O 1996 1998 by Sebastien Marineau 1984 1989 1991 1993 Massachusetts Institute of Technology 1993 by David McCullough 1995 1998 Metro Link Inc 1993 1996 1999 by Thomas Mueller 1992 by Rich Murphey 1993 1994 NCR Corporation 1989 1995 Network Computing Devices 1990 1991 by Nippon Telegraph and Telephone Corporation 1990 1991 by NTT Software Corporation 1998 by Number Nine Visual Technology Inc 1990 1991 by OMRON Corporation 1991 by the Open Software Foundation 1998 2002 Keith Packard 1997 Takis Psarogiannako poulos Cambridge UK 1993 Quarterdeck Office Systems 2002 by Red Hat Inc 1990 1991 by Thomas Roell Dinkelscherben Germany 1989 Dale Schumacher 1993 1997 by Sil
151. ons the old level of the hierarchical menu item being moved integer N A old_parent In the css_category_move css_disposition_ move and css_product_move functions the ID of the old parent of the hierarchical menu item being moved integer N A old_seq In the css_category_move css_disposition_ move and css_product_move functions the old sequence of the hierarchical menu item being moved integer N A parent The hierarchy of the parent menu item pair CGU lvl_id lt 1 6 gt The pair data specifying the level IDs of the parent menu integer CGU seg The position of the hierarchical menu item within the list of hierarchical menu items integer CGU Appendix A Incident API 143 Table 32 Hierarchical Menu Pairs Continued Name Use Type Visibility vis The visibility of the hierarchical menu item pair CGU Uses the following nested pairs vis_item The visibility settings for the hierarchical pair CGU menu item Uses the following nested pairs admin The visibility of the hierarchical menu item integer CGU on the administration interface enduser The visibility of the hierarchical menu item integer CGU on the end user interface intf_id The ID number of the interface that the hier integer CGU archical menu item is associated with Incident API The pairs described in the following table are available t
152. onventions 0 cece cette eee 8 RightNow February 08 documentation 00 000 cee ee eee 9 Chapter 2 Integration Overview 00 eee ee 13 Chapter 3 XML Integration 0 ee eet 17 XM 20S ste ond shaded i dae lanesi a aad geet dene a sh ACH alaecnaenaet 18 SCOMNECHOL gt TAE vibe Sereda eee eee Ree Eee tee pen Rae ee 18 function tah tise LoS BS hea ie ass Eh OS ES acetal ae a 19 lt parameter gt tad iii ee tied ea Gade ea NGA ea eee E gi 20 Pale a0 sk ae tes aoe tne Raat ais st har oe Gee alata os 20 Using special characters nadaa beanie ae eee oe 21 XM APL AnCHOns 2 oi dace de A A id a heed as 22 ACCOUNT AA ad ae 30 acet Create iia A adele Gale dio accio ic lated 30 Acet AES serrat 31 ACCL ANOVE EE heidi EEEE ai E EE 32 ACE Updates ac 33 ANS WET ARI oana n riarann 34 PMS Create nae O Be 34 anis des ee ae e n ce E EES T E A E Caic 38 A A E E E E ON 38 ANS Update ssia cei cedia ecaa kike Ah E a EE AEE os 39 ContactAPlo ninia te rta 40 contact Create ss 3 ri A Se RES 40 contact destEOY iia o Aa 42 CONTACT A RR 42 contact updates i ini 1 daa sin rentas dios hes Met eae 43 mailing send_to_contact 0 00 c eee eee eee 43 NG A O axes ane Roane Ree ae A 44 RIGHT NOW TECHNOLOGIES 2 Contents How execute eae RR 44 Hierarchical menu API iar Di CRO EA a Sa ae BS 45 css_product_create css_category_create and css_disposition_create s iis eres serere ee ee eee eee
153. optimize analysis of opportunities and deal pipelines analyze and track performance of individuals and teams and automate quote generation Seamlessly integrated with RightNow Service RightNow Marketing RightNow Analytics and RightNow Feedback RightNow Sales can assist your organization in building sustainable long term relationships with customers by understanding their needs and ensuring that those needs are met before during and after the sale RightNow Analytics To deliver a great customer experience you need to know what you are doing right and what you need to do better That requires full visibility into all of your customer touch points across customer service sales marketing and feedback activities You also have to be able to deliver timely actionable analytics information to managers and decision makers across your entire organization With RightNow Analytics our business analytics software you can capture analyze and distribute information about customer interactions with ease and flexi bility RightNow Analytics is embedded throughout RightNow providing your organization with a unified view of all analytics across all channels With over 300 standard reports and the ability to create custom reports and dashboards you can easily measure your most critical perfor mance metrics and quickly respond to changing conditions and customer needs About this manual This manual is intended for administrators responsi
154. p function through the RightNow API by sending an XML formatted email to a RightNow mailbox The email must have a trigger word or phrase in the subject line that is specified in the RightNow con figuration settings When RightNow receives the email the utility techaz will identify it as XML through the trigger word or phrase The email will then be parsed by a PHP script to retrieve the data Important XML formatted email messages must be in plain text You must configure RightNow to identify email that contains data in XML format Through the configuration setting IL SEC EMAIL STH you can specify a value for a trigger phrase to be used in the subject line of the email The value specified by this configuration setting must be matched exactly including case to identify the email as XML You can also configure RightNow to send an email message if there are any errors during the XML integration The configuration settings are located under RightNow Common gt External Events gt Incom ing Integration and are detailed in Table 17 Table 17 Incoming Integration Configuration Settings Configuration Setting Description H EMAIL ERROR ADDR Specifies the email address to send XML API error data Default is blank RIGHT NOW TECHNOLOGIES 96 XML Integration Table 17 Incoming Integration Configuration Settings Continued Configuration Setting Description IL SEC EMAIL STR Specifies the subject line of the ema
155. pair G table to retrieve notes from Uses the follow ing nested pair tbl_id Specifies the table to get notes from This integer G pair should always contain a value of 164 the ID of the notes table tot_rev The total revenue generated by the organiza pair CGU tion Uses the following nested pairs curt_id The ID number of the currency of the total integer CGU revenue rate id The ID number of the exchange rate of the integer CGU total revenue val The total revenue of the organization string CGU RIGHT NOW TECHNOLOGIES 162 Pair Names Table 36 Organization Pairs Continued Name Use Type Visibility updated The time the organization was last updated integer G updated_by The staff member who last updated the integer CG organization wf_flag Determines whether business rules run integer CU when the organization is created updated or deleted e 0 Business rules do not run e 1 Business rules run Purchased product API The pairs described in the following table are available to use in the pur_prod_create func tion Table 37 Purchased Product Pairs Name pp_item lt gt Use A purchased product Uses the following nested pairs The first purchased product pair should be named pp_item1 the second should be pp_item2 and so on Type pair Visibility C cid The ID number of the contact that pur chased the product integer
156. pecifies the table to get notes from This integer G pair should always contain a value of 164 the ID of the notes table terr The territory associated with the opportu pair CGU nity Uses the following nested pairs chain The territorial hierarchy associated with the pair CGU opportunity Uses the following nested pairs id The ID number of the territory associated _ integer CGU with the opportunity lvl_id lt 1 12 gt The pair data defining the territorial hierar integer CGU chy associated with the opportunity updated The date and time the opportunity was last time G updated updated_by The ID number of the staff member who integer CGU last updated the opportunity wf flag Determines whether business rules run integer CU when the oppottunity is created updated or deleted e 0 Business rules do not run e 1 Business rules run win_loss_desc The win loss description for the opportu string CGU nity win_loss_id The ID number of the win loss reason asso integer CGU ciated with the opportunity RIGHT NOW TECHNOLOGIES 158 Pair Names Organization API The pairs described in the following table are available to use in organization functions Table 36 Organization Pairs Name Use Type Visibility acquired The time the first opportunity associated time G with the organization was closed alt_name The alternate name for the organization string CGU banner The flag information as
157. ple 84 threads adding through XML API 82 updating through XML API 84 type attribute in pair tag 20 U URLs formatting for pass through authentication 114 V variable IDs passing in XML files 87 view_id parameter example in search function 72 in search functions 70 X XML code numbers 89 connector tag 18 custom fields 80 email configuration settings 95 email integration 95 error codes for the XML API 96 finding code numbers 89 function tag 19 implementation parse php 94 POST method 94 sending email in XML format 95 integration overview 17 overview 14 pair tags 2 parameter tags 20 parse php location 94 passing variable IDs 87 example 87 POST method 94 return values format through email or URL 19 sending email in XML format 95 setting custom fields 80 special characters 21 using the XML API log 98 variable IDs 87 XML API log 98 XML API account functions 30 answer functions 34 contact functions 40 flow function 44 hierarchical menu functions 45 incident functions 49 XML API continued meta answer 53 opportunity functions 57 organization functions 61 purchased product functions 66 sales product functions 67 search function 70 SLA instance pairs 85 SQL query functions 74 task functions 77 see alsoXML functions XML functions acct_create 22 30 acct_destroy 22 31 acct_move 22 32 acct_update 22 33 ans_create 23 34 ans_destroy 23 38 ans_get 23 38 ans_update 23 39 contact_create 23 40
158. populated with data specified in the pair list A brief description of all accounts table fields and their corresponding pair names can be found in Appendix A Pair Names on page 125 Example lt connector gt lt function name acct_create gt lt parameter name args type pair gt Chapter 3 Account API 31 lt pair name name type pair gt lt pair name first type string gt Chad lt pair gt lt pair name last type string gt Jones lt pair gt lt pair gt lt pair name display name type string gt Chad Jones lt pair gt lt pair name email type pair gt lt pair name addr type string gt cj example com lt pair gt lt pair gt lt pair name def curr id type integer gt 1 lt pair gt lt pair name seq type integer gt 3 lt pair gt lt pair name profile id type integer gt 2 lt pair gt lt pair name country id type integer gt 1 lt pair gt lt pair name notif pending type integer gt 0 lt pair gt lt pair name group id type integer gt 1 lt pair gt lt pair name login type string gt cjones lt pair gt lt pair name attr type integer gt 0 lt pair gt lt parameter gt lt function gt lt connector gt This example creates an account in the accounts table and the account ID is automatically returned by the function acct_destroy The acct_destroy function is used to delete an existing account in the RightNow database The function
159. porated 1993 Silicon Graphics Inc 1987 1993 Digital Equipment Corporation 2001 Andy Ritger atitger nvidia com 1999 2000 by Eric Sunshine 1994 1995 1996 1997 1998 1999 Theodore Ts o O 2001 2004 Thomas Winischhofer 1999 Lennart Augustsson 1999 Chris Costello 1995 1999 Theo de Raadt 2001 2002 Damien Miller 1994 Paul Vojta 1993 The Regents of the University of California 1993 1994 Christopher G Demetriou 2003 The NetBSD Foundation Inc 1998 X TrueType Server Project 2003 After X TT Project 1998 Takuya SHIOZAKI 1998 1999 Shunsuke Akiyama O 1998 1999 Pablo Saratxaga 1998 Go Watanabe 2001 Roger So 1998 1999 Chen Xiangyang 1997 Jyunji Takagi 1998 Kazushi Jam Marukawa 1999 Mutsumi ISHIKAWA 1999 Nozomi YTOW 1998 Todd C Miller 1999 2001 National Semiconductor Corporation 1996 NVIDIA Corp 1991 2000 Silicon Graphics Inc 2001 by Bigelow 2001 by URW GmbH In accordance with license requirements some of the open source licenses granted to RightNow are available for inspection at http opensource rightnow com RIGHT NOW TECHNOLOGIES
160. purchase date type time gt 1162328858 lt pair gt lt pair name quote id type integer gt 1 lt pair gt lt pair name serial number type string gt SN420ASD lt pair gt lt pair gt lt parameter gt lt function gt lt connector gt This example adds a complete record to the purchased_products table Sales product API The sales product API functions sa_prod_create sa_prod_destroy and sa_prod_update allow you to create delete or update information in the sa_products table The information in the sa_products table is used by Offer Advisor You can act on all standard database fields of the sa_products table as well as some specialized information such as custom fields Sales products are used by RightNow Sales to identify items or services sold by an organiza tion Sales products can be added to quotes and promotions RIGHT NOW TECHNOLOGIES 68 XML Integration sa_prod_create The sa_prod_create function is used to add a sales product to the RightNow database The function has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs Important The API will automatically generate a product_id that is consistent with existing sales products in the database Example lt connector gt lt function name sa prod create lt parameter name args gt lt pair name desc type pair gt lt pai lt pair name 1b1_item
161. q type integer gt 1 lt pair gt lt pair gt lt pair name thread entry2 type pair gt lt pair lt pair lt pair lt pair lt pair lt pair name acct_id type integer gt 11 lt pair gt name c_id type integer gt 1423 lt pair gt name channel type integer gt 3 lt pair gt name entered type time gt 1096060222 lt pair gt name entry type type integer gt 2 lt pair gt name note type string gt Thank you for your inquiry One of our agents will respond to you as soon as possible lt pair gt lt pair lt pair gt lt pair gt name seq type integer gt 2 lt pair gt Important Incident threads cannot be updated If you try to update an existing thread a new thread will be added instead Chapter 3 Adding Notes 85 Adding Notes Contacts organizations and opportunities can have notes associated with them You can cre ate notes with the XML API create and update functions by using nested pairs which allow you to specify the type of note that is associated with the record For a description of channel types that can be used for notes refer to Table 15 on page 83 Note The action pair should always have a value of 1 The following contact_update example shows a note entry Example lt connector gt lt function name contact update gt lt parameter name args type pair gt lt pair name c_id type integer gt 7 lt pair gt lt pair nam
162. r An array of pair data con taining summary status access_mask type and lang_id pairs ans_destroy An answer API function used to delete answer data from the database Refer to page 38 The args parameter An array of pair data con taining the a_id pair ans_get An answer API function used to retrieve an answer from the database Refer to page 38 The args parameter An array of pair data con taining the a_id pair ans_update An answer API function used to update an existing answer in the data base Refer to page 39 The args parameter An array of pair data con taining the a_id pair Contact Functions contact_create A contact API function used to add a contact to the database Refer to page 40 The args parameter An array of pair data con taining the state pair contact_destroy A contact API function used to delete a contact from the database Refer to page 42 The args parameter An array of pair data con taining the c_id pair contact_get A contact API function used to retrieve a contact from the database Refer to page 42 The args parameter An array of pair data con taining the c_id pair contact_update A contact API function used to update an existing contact in the data base Refer to page 43 The args parameter An array of pair data con taining the c_id pair RIGHT NOW TECHNOLOGI
163. r gt 1 lt pair gt lt pair name description type string gt How do I send a picture with my new camera phone lt pair gt lt pair name summary type string gt How do I send a picture with my new camera phone lt pair gt lt pair name solution type string gt Dear Valued Customer Simply use the picture taking ability of your camera phone to take a photo You can save the pictures on your phone up to the limit of the storage space on your camera and RIGHT NOW TECHNOLOGIES 38 XML Integration then send them to any World Mobile customer upload them to your online photo album at World Mobile or send them to an email address To send to another World Mobile member dial their number and select the Send Picture option on your phone lt pair gt lt pair name status type pair gt lt pair name id type integer gt 4 lt pair gt lt pair name type type integer gt 4 lt pair gt lt pair gt lt parameter gt lt function gt lt connector gt This example creates an answer associated with meta answer ID 25 sets the access mask description summary solution language and status fields for the answer and assigns it to the staff member with the account ID of 4 The function will return the a_id number ans_destroy The ans_destroy function is used to delete an existing answer in the RightNow database The function has two components an args parameter and an array of pair data Ref
164. r Codes for flow_execute Error Code Description 100049751 Contact update failed 100049752 Flow failed 100049753 Flow is not set to Launched Table 21 describes the error codes for the mailing send to contact function Error Codes for mailing send to contact Error Code Description 100030001 No available mailing message 100030002 No valid email addresses 100030003 Mail generate error 100030004 Filter error 100030005 Suppressed email address 100030006 Excluded from audience 100030007 Exceeded recency limit 100030008 Exceeded frequency limit RIGHT NOW TECHNOLOGIES 98 XML Integration Table 21 Error Codes for mailing send to contact Continued Error Code Description 100030009 Opted out Table 22 describes the error codes for the org_create function Table 22 Error Codes for org_create Error Code Description 100059802 Invalid ID number 100059803 Invalid login 100059851 Invalid parent organization 100059853 Organization destination changed Table 23 describes the error codes for the org_update function Table 23 Error Codes for org_update Error Code Description 100069802 Invalid ID number 100069803 Invalid login Using the XML API log The XML API log allows you to view a record of all XML functions passed to your RightNow site though the API Each function that was performed through the XML API i
165. rch API search API description 70 operator descriptions and examples 70 pair descriptions 170 seatch function product sub product example 72 requited parameters 29 result set example 73 view_id example 72 service level agreements see SLA instances SLA instance API pair descriptions 171 SLA instances creating and deleting 85 slai pair example 86 SLAs see SLA instances source codes level one list 177 level two list 178 special characters formatting in XML 21 sql parameter 20 SQL query API description 74 sql_get_dttm 76 sql_get_int 74 sql_get_str 75 sql_get_dttm function description and example 76 required parameters 29 RIGHT NOW TECHNOLOGIES 196 Index sql_get_int function description and example 74 required parameters 29 sql_get_str function description and example 75 required parameters 29 T table ID codes list 181 table ID numbers for Ik_tbl parameter 92 tags see XML tags task API description 77 pair descriptions 172 task_create 77 task_destroy 78 task_get 78 task_update 78 task_create function description and example 77 required parameters 29 task_destroy function description and example 78 required parameters 29 task_get function description and example 78 required parameters 29 task_update function description and example 78 required parameters 30 tasks see task API template files for email integration 107 terminating SLA instances 85 thread pair exam
166. rchy in the opportunity must match the account hierarchy You can assign multiple secondary contacts to an opportunity using the contact pair along with an array of pair data Separate contacts are specified using the oc_item lt gt pair The first contact is specified by oc_item0 the second contact is specified by oc_item1 and so on You must set a contact role for each contact and indicate whether it is the primary contact Example lt connector gt lt function name opp_create gt lt parameter name args type pair gt lt pair name updated by type integer gt 2 lt pair gt lt pair name status type pair gt lt pair name id type integer gt 9 lt pair gt lt pair name type type integer gt 6 lt pair gt lt pair gt lt pair name contact type pair gt lt pair name oc_item0 type pair gt lt pair name c_id type integer gt 1 lt pair gt lt pair name cr id type integer gt 1 lt pair gt lt pair name prmry type integer gt 1 lt pair gt lt pair gt lt pair name oc_iteml type pair gt lt pair name c_id type integer gt 3 lt pair gt lt pair name cr id type integer gt 2 lt pair gt lt pair name prmry type integer gt 0 lt pair gt lt pair gt lt pair gt lt pair name org id type integer gt 1 lt pair gt lt pair name name type string gt Fall Clearance Sale lt pair gt lt pair name summary type string gt 40 off on all camera pho
167. rd End E Folders Choose Details Refresh Gea ward Aup Qu E Foes 33 Choose GC Refreh Address Public Reports Common Views Common Search Reports Common 1 7 E co Pubic Reports EE Contact Quick Search 2500 07 01 2006 1200 AM 07 01 2006 1200 AM No No E Common 33 Contact Quick Search For Dashboard 8503 07 01 2006 12 00AM 07 01 2006 12 00AM No No GG Views Common Z Contact Search 8000 07 01 2006 12 00AM 07 01 2006 12 00 AM No No 3 Organization Quick Search 8501 07 01 2006 12 00 AM 07 01 2006 12 00 AM No No i ch Reports C Z Organization Search 8001 07 01 2006 12 00AM 07 01 2006 12 00 AM No No custom Repots 3 Quick Search Dashboard 8504 07 01 2006 12 00AM 07 01 2006 12 00 AM No No B Custom Reports CS Figure 4 Finding the Report ID Using the lookup_id_for_name function In addition to using the mouseover functionality and the Info button you can also use an XML function lookup_id_for_name which will find the code number of an item and return the value by email or in a variable used later in your XML For information on passing the parameter to another function refer to Passing variable IDs on page 87 This function passes two pairs name and tbl nested under an args parameter The name pair is used to pass RIGHT NOW TECHNOLOGIES 92 XML Integration the name of the string The tbl pair is used to pass the number of the table the code item belongs
168. rd database fields of the answers table as well as some specialized information such as answer custom fields Answers can be created and managed through the RightNow Console and may be designated for viewing by end users On the end user pages answers that have been designated for view ing by end users appear on the Find Answers and Answer pages ans_create The ans_create function is used to add an answer to the RightNow database The function has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs Important The API will automatically generate an a_id for the answer that is consistent with existing answers in the database The answer will be populated with data specified in the pair list A brief description of all answers table fields and their corresponding pair names can be found in Appendix A Pair Names on page 125 If you want to assign access levels to the answer you must pass them through the access_mask pair The access mask pair is a decimal value computed from a binary bitmap of your access levels Use the following steps to compute access_mask Chapter 3 Answer API 35 To compute the access mask 1 Run the following SQL query to determine the maximum value for access IDs in your database SELECT max access id FROM ans access This is the number of digits in the binary bitmap of your access levels 2 Run the following SQL
169. rface 4 Click End User Interface gt Support Home Page Display gt SHP_PASSWD_REQD and click Yes for the value No is the default 5 Click the Update button followed by the Commit and Exit button to save your changes and return to the General Configuration Menu Redirecting the RightNow Service login A configuration setting must also be enabled when using the integration to specify the URL to which a customer is redirected if attempting to log in to RightNow Service or if the exter nal login information supplied to RightNow Service is not adequate to create a new account or use an existing account When a URL value is specified for this configuration setting the passed login parameters must provide data for the minimum required fields needed to log in to RightNow Service p_userid p_passwd or create a new contact in RightNow Service p_userid p_passwd p_email addr In most cases it is recommended that you pass back all URL parameters to RightNow Service that RightNow Service passed during the redirection Even if the configuration setting TC_CT_EMAIL_REQD is disabled the specified fields are still required If the required fields are not passed the customer is redirected to the specified RIGHT NOW TECHNOLOGIES 112 Pass Through Authentication URL You can create a new site at this URL to either inform the customer that their access is denied or create a form to gather additional required information and re pass the para
170. rganization API functions org_create org_destroy org_ get and org_update allow you to create delete retrieve or update information from the orgs table You can act on all stan dard database fields of the orgs table as well as some specialized information such as custom fields Contacts can be associated with organizations in RightNow By associating contacts with organizations contacts and staff members can view all incidents submitted by an organization and allow administrators to assign an SLA instance to all contacts in an organization By including SLA pairs you can also issue and terminate SLAs when creating and updating organizations For information on assigning and terminating SLAs refer to Creating and deleting SLA instances on page 85 RIGHT NOW TECHNOLOGIES 62 XML Integration Multiple addresses An organization can have several types of addresses including a billing and shipping address When passing address information using the org_create or org_update function a unique pair structure is used Table 10 describes the default address types that can be associated with each organization Table 10 Address Type Descriptions Address Type oat_id ID Billing 1 Shipping 2 The following example shows the pair for each the billing and the shipping address Example lt connector gt lt function name org_update gt lt parameter name args type pair gt lt pair name org i
171. rn data fields with NULL values task_update The task_update function is used to update the information associated with an existing task in the RightNow database The function has two components the args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs Chapter 3 Task API 79 The API will set any fields supplied in the pair list including custom fields Any task fields omitted from the pair list will not be altered in the database Example lt connector gt lt function name task update gt lt parameter name args type pair gt lt pair name task id type integer gt 1109 lt pair gt lt pair name name type string gt Schedule Wrap Up Call lt pair gt lt parameter gt lt function gt lt connector gt This example updates the task name to Schedule Wrap Up Call RIGHT NOW TECHNOLOGIES 80 XML Integration Additional actions When using many of the XML API functions you can perform other actions using nested pairs including e Setting custom fields Creating thread and note entries e Creating and terminating SLA instances Passing variables between functions e Finding code numbers The following sections contain information on using these pairs along with information on finding code values for fields Setting custom fields You can set custom field values for custom fields when creating or updating answers con ta
172. s 3 101 102 102 104 106 RIGHT NOW TECHNOLOGIES 4 Contents Chapter 5 Appendix A Appendix B Creating templates for email integration 0000000008 107 Pass Through Authentication suua 0 0 00 cece eee 109 Configuring RightNow Service 1 eee eee ee 111 Requiring a login to RightNow Service 0 00 eee eee 111 Redirecting the RightNow Service login oooo oooommmo momo 111 Implementing a customer login script 0 0 0 114 Pait Names al VIS US raed aig glas a RS AS ea aid ES 125 ACCOUNE IAP Dirac A Ere rl 125 ADS WOT IMD oat o Raat na thee cnc ls ait aia eh arate st Arata 129 Contact APD omo cono a oa eel eee E ote aa Ceo ea Needs 133 Custom field APD a 140 Elo APLI tal eA re EN Is 140 Hierarchical menu API n o cae rre en a Corea ees 141 Incident APE glial snl A ent h oh ah ag GH gha onsite atts 143 Meta Answer APIs san a dia 150 Opportunity ARE aor ans di Es 151 Organization APL lt ia cta oda la diia 158 Purchased product APD vu e oes bale a a ee 162 QUOTE AP Die penne aig oe or OS He S Sh TRS CN E Hee 164 Sales product APIS sini tes Seal Sine de sas PRs rae Seated 167 Search APL oo si derer e a ea oe ote eee gein E e pa 170 SEA instance APLI fia 171 Task AD al Aa alse 172 Source Codes vu mita lia tes Ds sas UN tees isa 177 1 Introduction RightNow helps businesses deliver exceptional customer experiences that drive competitive
173. s The first line of the template specifies the reply to address of the email The second line of the template specifies the subject of the email The remaining lines determine the content of the email These lines can contain actual text as well as variable information designated in pipes Any text contained in pipes should be in the format table_name column_name Important You can specify any field definition columns in the table related to the external event answers contacts incidents orgs ot opportunities You can also define output for any table directly related to the external event table For example you can require contact output in the ncident tmpl file because a contact should be directly related to each incident The following is an example of an ncident tmp file jsmith example com Email Integration Reference Number incidents ref no Subject incidents subject Product incidents prod_lvll1 lincidents prod 1v12 In this example the reply to address of the email will be jsmith example com and the sub ject line of the email will be Email Integration The body of the email will look like the following Reference Number 010620 000003 Subject Incident Title Product Integration Chapter 4 109 5 Pass Through Authentication You can integrate RightNow Service with an external customer validation source to allow your customers to automatically log in to RightNow Service
174. s listed along with the IP address that passed the function and the date and time it was per formed All functions are listed regardless of whether an error occurred during the process ing of the function The XML API log is accessed through the Common Configuration section of the RightNow Console You can use the log to track activity through the XML API and ensure security is maintained by monitoring the IP addresses that pass functions to your site Chapter 3 Using the XML API log 99 Path Common Configuration gt Double Click XML API Log XML API Log px XML API Log Interface jas_8000_sql_291h Log File for 12 20 2006 20 Dec 2006 14 52 32 0800 acct create 1 20 Dec 2006 14 53 21 0800 ans create 1 20 Dec 2006 14 53 50 0800 ans get 1 20 Dec 2006 14 54 25 0800 ans_update 1 20 Dec 2006 14 56 52 0800 ans_destroy 1 20 Dec 2006 14 57 27 0800 contact create 1 20 Dec 2006 14 57 49 0800 contact get 1 20 Dec 2006 14 57 54 0800 contact get 1 20 Dec 2006 14 57 56 0800 contact get 1 20 Dec 2006 14 57 59 0800 contact get 1 Figure 5 XML API Log RIGHT NOW TECHNOLOGIES 100 XML Integration Chapter 3 101 4 Event Handlers Through the RightNow event handlers feature you can define custom processes for manag ing your incidents contacts organizations answers and opportunities For example if you need to maintain your own incident da
175. s organization update events This is used to provide an interface for third party call manage ment systems or other third party systems If no handler is specified no external action is taken Default is blank EE_OPP_DELETE_HANDLER Specifies the relative path name of a PHP script used to externally process opportunity delete events This is used to provide an interface for third party call management sys tems or other third party systems If no handler is specified no external action is taken Default is blank EE_OPP_INSERT_ HANDLER Specifies the relative path name of a PHP script used to externally process opportunity insert events This is used to provide an interface for third party call management sys tems or other third party systems If no handler is specified no external action is taken Default is blank EE_OPP_UPDATE_HANDLER Specifies the relative path name of a PHP script used to externally process opportunity update events This is used to provide an interface for third party call management sys tems or other third party systems If no handler is specified no external action is taken Default is blank Developing external events When you activate an insert update or delete handler the PHP script you develop to handle the event becomes an extension of RightNow Event handlers must be written in PHP When developing event handlers RightNow will 1 Create a CSV file The file format will be the same a
176. s parameter An array of pair data con taining the org_id pair org_get An organization API function used to The args parameter retrieve an organization from the e An array of pair data con database Refer to page 65 taining the org_id pair org_update An organization API function used to The args parameter update an existing organization in the database Refer to page 66 e An array of pair data con taining the org_id pair Purchased Product Function pur_prod_create A purchased product API function used to create purchased products in the database for use by RightNow Sales and Offer Advisor Refer to page 66 The args parameter e An array of pair data con taining the label and oa_exclude pairs Sales Product Functions sa_ptod_create A sales product API function used to create sales products in the database for use by RightNow Sales and Offer Advisor Refer to page 68 The args parameter e An array of pair data con taining the desc label dis abled and seq pairs sa_prod_destroy A sales product API function used to delete sales products in the database Refer to page 69 The args parameter e An array of pair data con taining the product_id and seq pairs Chapter 3 XML API functions 29 Table 4 XML API Functions Continued Function sa_ptod_update Description A sales product API function used to update existing sales products i
177. s that produced by the export utility The data field names and actual data provided will be determined according to the tem plate file For information about kexport refer to the RightNow Administrator Manual Chapter 4 Developing external events 105 2 Execute the appropriate PHP script for handling the insert update or delete event The names of the temporary files containing the incident answer contact organization or opportunity data are passed using the variable ee_file_name Important Your event handler must reside in the lt cgi bin gt lt interface gt cfg scripts ext_evt directory 3 Wait for the event handler to terminate and then continue with normal processing Your custom event handler will 1 Retrieve from the ee file name variable the name of the temporary file containing inci dent answer contact organization or opportunity data 2 Open and parse the temporary files to retrieve incident answer contact organization or opportunity data 3 Perform any custom processing 4 Delete the temporary files 5 Terminate and return control to RightNow within an acceptable amount of time so as not to degrade overall system performance RIGHT NOW TECHNOLOGIES 106 Event Handlers Email integration The email integration in RightNow allows you to email data to a mailbox when an incident answer contact organization or opportunity is created updated or deleted When the event occurs an e
178. sabled e 1 Enabled RIGHT NOW TECHNOLOGIES 118 Pass Through Authentication Table 26 Parameter Descriptions Continued Parameter Description p_state ma This parameter represents the contact s state for RightNow Marketing e 0 Disabled e 1 Enabled p_state sa This parameter represents the contact s state for RightNow Sales e 0 Disabled e 1 Enabled The following examples show how to generate a form to pass login parameters to RightNow Service using PHP and ASP Net code You can retain all query_string parameters and append key value pair parameters per the following examples Note To understand these scripts better it will help to replace certain variables Replace lt your_domain gt with the domain name used by your RightNow site lt your_interface gt with your interface name and lt li_password gt with the string specified in MYSEC_LI_PASSWD In addition specify cgi bin and php for UNIX or scripts and php exe for Windows Caution The following examples are for illustrative purposes only and will be improperly formatted if you attempt to cut and paste directly from the following text PHP Example lt php header Content type text html charset UTF 8 NOTE It is necessary to overwrite the html header to explicitly define the character set that will be used to encode PTA user data It is not possible to do this with a meta equiv tag because a
179. schemes images and text fields RightNow Service Administrator Manual Contains procedures for configuring RightNow Service This manual addresses service level agreements standard text and answer variables in the content library product linking the end user interface Offer Advisor RightNow Live RightNow Wireless and incident archiving RightNow Service User Manual Contains procedures for customer service agents work ing with RightNow Service This manual addresses incidents incident archiving Offer Advi sor RightNow Live answets the accessibility interface and the end user interface Standalone End User Manual Contains a description of all the pages on the end user interface in RightNow Service and the unique features on each page This standalone manual describes the 8 2 end user interface which is an option in RightNow February 08 RightNow Marketing User Manual Contains procedures for staff members working with RightNow Marketing This manual addresses audiences the content library mailings and campaigns RIGHT NOW TECHNOLOGIES 10 Introduction RightNow Sales Administrator and User Manual Contains procedures for the RightNow administrator and all staff members working with RightNow Sales Procedures for the RightNow administrator include adding sales process options and quote templates and configuring Outlook integration and disconnected access Procedures for sales staff members include workin
180. sibility sent The date and time the quote was sent time GU sent_to The email address the quote was sent to string GU status The current status of the quote integer GU tmpl_file_id The ID number of the quote template used integer GU in the quote total The total value of the quote Uses the follow pair GU ing nested pairs cutr id The currency ID associated with the total integer GU value rate_id The exchange rate ID associated with the integer GU total value val The total value string GU updated The time the quote was last updated time GU updated_by The ID number of the staff member who integer GU last updated the quote Sales product API The pairs described in the following table are available to use in sales product functions Table 39 Sales Product Pairs Name Use Type Visibility cnt The number of times the product has been integer CGU offered by Offer Advisor custom field A custom field associated with the sales pair CGU product For information on the nested pairs this pair uses refer to Custom field APT on page 140 RIGHT NOW TECHNOLOGIES 168 Pair Names Table 39 Sales Product Pairs Continued Name Use Type Visibility desc The description of the sales product Uses pair CGU the following nested pairs Ibl_item lt gt The descriptions and languages of the sales pair CGU product Uses the following nested
181. sk Pairs Continued Name Use Type Visibility escllevel The level that the task has been escalated to integer G through the rules engine state The rule state the task is currently in integer G source_upd The source of the task Uses the following pair CGU nested pairs Ivl_id1 The level one source of the task Refer to integer CGU Appendix B Source Codes on page 177 Ivl_id2 The level two source of the task Refer to integer CGU Appendix B Source Codes on page 177 start_date The time the task started time CGU status The status of the task Uses the following pair CGU nested pairs id The ID number of the status of the task integer CGU type The ID number of the status type of the integer CGU task survey_id The ID number of the survey the task is integer CGU associated with tt_id The ID number of the task template that the integer CGU task is associated with tbl The table the task is associated with integer CGU task id The ID number of thc task integer CDGU updated The time the task was last updated time G updated by The ID number of the last staffmemberto integer CGU update the task Table 42 Task Pairs Continued Task API 175 Name w f flag Use Determines whether business rules run when the task is created updated or deleted e 0 Business rules do not run 1 Business rules run Type integer V
182. sociated with the pair CGU organization acct_id The ID number of the staff account that integer G most recently updated the flag flag The importance of the flag integer CGU e 1 Low e 2 Medium e 3 High txt The flag text string CGU upd The time the flag text was updated time G created The time the organization was created time G custom field A custom field associated with the organiza pair CGU tion For information on the nested pairs this pair uses refer to Custom field API on page 140 ee_flag Determines whether external events run integer CDU when an opportunity is created updated or deleted e External events do not run e 1 External events run industry_id The ID number of the industry the organiza integer CGU tion is associated with Appendix A Table 36 Organization Pairs Continued Organization API 159 Name Use Type Visibility login The organization login name string CGU name The name of the organization string CGU note Used in org create and org_update to add pair CGU note entries to organizations note_item lt gt A note entry Uses the following pairs The pair CGU first note entry should be named note_item1 the second should be note_item2 and so on action The action for the note integer CGU e 1 Create a note e 2 Update a note e 3 Delete a note channel The ID number of the cha
183. specified by the p_next_page parameter in the entry point link RightNow Service Support Home page enter through entry point Are they logged in External login page with user name and password fields Enter user Check name and password valid in password RightNow Service Database Figure 6 Pass Through Authentication Flow Chart Chapter 5 Configuring RightNow Service 111 Configuring RightNow Service Before you can perform a pass through authentication integration with an external soutce you must configure RightNow Service to prevent customers from accessing specific options without a proper login Then you must redirect the login to the URL of your external valida tion source Requiring a login to RightNow Service To integrate RightNow Service with an external customer validation source RightNow Service can be configured to require a login to the end user interface excluding the Site Feedback page This ensures that contact information is passed directly to the login page and prevents customers from accessing their account information through the end user pages However customers will also be required to log in when clicking the link in an incident email to respond or update their incident To configure RightNow Service to require a login 1 Click Common Configuration 2 Double click Settings under System Configuration 3 Select RightNow User Inte
184. st your work and the results You must include a first name a last name and the states for the contact in your XML The email address of the contact is not required under certain configurations such as call center applications In this case enabling TC_CT_EMAIL_REQD would require the email address when using the contact_create function Chapter 3 Contact API 41 Example lt connector gt lt function name contact_create gt lt parameter name args type pair gt lt pair name name type pair gt lt pair name first type string gt Joe lt pair gt lt pair name last type string gt Smith lt pair gt lt pair gt lt pair name email type pair gt lt pair name addr type string gt js example com lt pair gt lt pair name cert type string gt lt pair gt lt pair gt lt pair name state type pair gt lt pair name css type integer gt 1 lt pair gt lt pair name ma type integer gt 1 lt pair gt lt pair name sa type integer gt 0 lt pair gt lt pair gt lt pair name ee flag type integer gt 1 lt pair gt lt pair name note type pair gt lt pair name note iteml type pair gt lt pair name action type integer gt 1 lt pair gt lt pair name seq type integer gt 1 lt pair gt lt pair name text type string gt Created through the XML API lt pair gt lt pair gt lt pair gt lt parameter gt lt function gt lt connector g
185. subject status interface_id lang_id and contact pairs incident_destroy An incident API function used to delete an incident from the database Refer to page 51 The args parameter e An array of pair data con taining the i_id pair incident_get An incident API function used to retrieve a specific incident from the database Refer to page 52 The args parameter An array of pair data con taining the i_id pair incident_update An incident API function used to update an existing incident in the database Refer to page 52 The args parameter e An array of pair data con taining the i_id pair Chapter 3 XML API functions 27 Table 4 XML API Functions Continued Function Description Required Parameters Pairs Lookup Function lookup_id_for_ name A function used to look up the code number of a field in RightNow Refer to page 91 The args parameter An array of pair data con taining Ik_tbl and Ik_str pairs Meta Answer Functions meta_ans_create A meta answer API function used to add a meta answer to the database Refer to page 53 The args parameter An array of pair data A meta answer API function used to meta ans The args parameter destroy delete meta answer data from the e An array of pair data con database Refer to page 55 taining the m_id pair meta ans A meta answer API function used to The args parameter upd
186. t This example creates a contact Joe Smith who is associated with a Service state and a Marketing state but not with a Sales state An external event is executed if one is specified in the EE_CONTACT_INSERT_HANDLER configuration setting A note will be added to the contact record This function will return the contact ID from the database RIGHT NOW TECHNOLOGIES 42 XML Integration contact_destroy The contact_destroy function is used to delete an existing contact in the RightNow database The function has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs Important Deleting a contact also results in the deletion of all incidents and opportunities associated with the contact Example lt connector gt lt function name contact_destroy gt lt parameter name args type pair gt lt pair name c_id type integer gt 94 lt pair gt lt pair name ee flag type integer gt 1 lt pair gt lt parameter gt lt function gt lt connector gt This example deletes the contact with contact ID number 94 from the database and executes an external event if one is specified in the EE CONTACT DELETE HANDLER configu ration setting contact_get The contact_get function is used to retrieve a record from the contacts table The function has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of requir
187. t 0 lt pair gt lt pair gt lt pair name ic_item2 type pair gt lt pair name c_id type integer gt 11 lt pair gt lt pair name prmry type integer gt 0 lt pair gt lt pair gt lt pair gt lt pair name cat type pair gt lt pair name lvl_ idl type integer gt 7 lt pair gt lt pair name lvl_id2 type integer gt 8 lt pair gt lt pair gt lt pair name interface id type integer gt 1 lt pair gt lt pair name lang id type integer gt 1 lt pair gt lt pair name org id type integer gt 4 lt pair gt lt pair name prod type pair gt lt pair name lvl_idl type integer gt 2 lt pair gt lt pair name lvl_id2 type integer gt 13 lt pair gt lt pair gt lt pair name queue id type integer gt 3 lt pair gt lt pair name source upd type pair gt lt pair name source lvl11 type integer gt 32007 lt pair gt lt pair name source lvl2 type integer gt 6001 lt pair gt lt pair gt lt pair name status type pair gt lt pair name id type integer gt 1 lt pair gt lt pair name type type integer gt 1 lt pair gt lt pair gt lt pair name thread type pair gt Chapter 3 Incident API 51 lt pair name thread entry type pair gt lt pair name entry type type integer gt 3 lt pair gt lt pair name note type string gt I want to send a picture I have taken with my camera phone through email How can I do this
188. t to sched string CGU ule relationship price The price of the sales product in the associ pair CGU ated schedule Uses the following nested pairs curr_id The ID number of the currency of the sales integer CGU product s price rate id The ID number of the exchange rate of the integer CGU sales product s price val The sales product s price string CGU schedule_end The schedule start date time CGU schedule_id The ID number of the schedule associated integer CGU with the sales product schedule_start The schedule end date time CGU seq The sequence of the sales product in the integer CDG folder or folder list updated The time the sales product was last updated time G vis Visibility settings for the sales product Uses pair CGU the following nested pairs vis_item lt gt Visibility settings for an interface Uses the pair CGU following pair The first vis_item pair should be named vis_item1 the second should be vis_item2 and so on RIGHT NOW TECHNOLOGIES 170 Pair Names Table 39 Sales Product Pairs Continued Name Use Type Visibility admin Indicates whether the sales product is visible integer CGU on the interface e Q Not visible e 1 Visible intf_id The ID number of the interface the visibility integer CGU setting applies to yes_cnt The number of times the product has been integer CGU Search API accepted when offered by Offer Advisor The pairs
189. tabase you can create an event handler that automati cally copies new incidents from RightNow to your external database These types of event handlers are ideal for building real time interfaces between RightNow and third party soft wate applications such as those used in external help desks call centers or reporting systems The following types of external events are supported by RightNow Insert events This type of event occurs whenever a customer or staff member cre ates a new incident answer contact organization or opportunity Update events This type of event occurs whenever a customer or a staff member updates an existing incident answer contact organization or opportunity e Delete events This type of event occurs whenever a customer or a staff member deletes an existing incident answer contact organization or opportunity There are two ways to handle external events in RightNow You can specify the location of a PHP script that directs the handling of an event external events or you can email the event data to a specified mailbox email integration This chapter contains procedures for both of these methods Important You must contact RightNow Technologies Professional Services to develop and implement external events This is a chargeable service For more information contact your RightNow account manager RIGHT NOW TECHNOLOGIES 102 Event Handlers External event handlers The exter
190. teger gt 22 lt pair gt lt pair name name type pair gt lt pair name last type string gt Moore lt pair gt lt pair gt lt pair name display name type string gt Susan Moore lt pair gt lt pair name email type pair gt lt pair name addr type string gt smoore example com lt pair gt lt pair gt lt pair name login type string gt smoore lt pair gt lt pair name custom field type pair gt lt pair name cf iteml type pair gt lt pair name cf id type integer gt 1 lt pair gt lt pair name val_str type string gt 1096045800 lt pair gt lt pair gt lt pair name cf item2 type pair gt lt pair name cf id type integer gt 2 lt pair gt RIGHT NOW TECHNOLOGIES 34 XML Integration lt pair name val_str type string gt Updated to change spelling of last name lt pair gt lt pair gt lt pair gt lt parameter gt lt function gt lt connector gt This example updates the account with an acct_id of 22 to have a last name of Moore a display name of Susan Moore an email address of smoore example com and a login of smoore It also updates two custom fields The codes for custom field types are located in Table 12 on page 80 Answer API The answer API functions ans_create ans_destroy ans_get and ans_update allow you to create delete retrieve or update information from the answers table You can act on all stan da
191. tegration Table 4 XML API Functions Continued Function Description Required Parameters Pairs task_update A task API function used to update The args parameter an existing task in the database Refer e An array of pair data con to page 78 taining the task_id pair Unless otherwise specified in Error codes on page 96 positive return values indicate suc cess and negative return values indicate an error If an invalid parameter is used with the XML API get functions a blank return value will be returned Note The XML API get functions do not return data fields with NULL values Account API The account API functions acct_create acct_destroy acct_move and acct_update allow you to create delete move or update information within the accounts table You can act on all standard database fields of the accounts table as well as some specialized information such as staff account custom fields To access staff accounts from the RightNow Console click Common Configuration and dou ble click Staff Accounts under Staff Management acct_create The acct_create function is used to add a staff account to the RightNow database The func tion has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs Important The API will automatically generate an acct_id for the account that is consistent with existing accounts in the database The account will be
192. the organization the SLA is associated with The owner_tbl corresponds with the table ID of the table the owner_id is associated with contact associated SLAs will have a table ID of 2 and organization associated SLAs will have a table ID of 3 When updating an SLA instance the slai_id pair must be included however when creating an SLA instance the API will automatically generate an slai_id for the SLA instance that is con sistent with existing SLA instances in the database so you should not include the slai_id pair when creating an SLA instance The SLA instance will be populated with data specified in the pair list A brief description of all s a_instances table fields and their corresponding pair names can be found in Appendix A Pair Names on page 125 The following example shows an array of pair data that would create an SLA instance when used in a contact_create or org_create function Example lt pair name slai type pair gt lt pair name slai_iteml type pair gt lt pair name action type integer gt 1 lt pair gt lt pair name activedate type time gt 1097683200 lt pair gt lt pair name expiredate type time gt 1129219200 lt pair gt lt pair name inc chat type integer gt 10 lt pair gt lt pair name inc_ csr type integer gt 10 lt pair gt lt pair name inc email type integer gt 10 lt pair gt lt pair name inc total type integer gt 40 lt pair gt lt pair nam
193. there is a value in the EE_ORG_INSERT_HANDLER configuration setting Chapter 3 Organization API 65 org_destroy The org_destroy function is used to delete an existing organization in the RightNow database The function has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs Caution Deleting an organization will result in the deletion of all contacts incidents and opportunities associated with the organization Example lt connector gt lt function name org destroy gt lt parameter name args type pair gt lt pair name org id type integer gt 8 lt pair gt lt pair name ee flag type integer gt 1 lt pair gt lt parameter gt lt function gt lt connector gt This example deletes the organization with ID number 8 and executes an external event if one is specified in the EE_ORG_DELETE_HANDLER configuration setting org_get The org_get function is used to retrieve a record from the orgs table The function has two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs Example lt connector gt lt function name org get lt parameter name args type pair gt lt pair name id type integer gt 7 lt pair gt lt pair name sub tbl type pair gt lt pair name tbl_ id type integer gt 163 lt pair gt lt pair gt lt parameter gt lt function gt lt
194. they will not be automatically logged in Therefore we recom mend that all links to the end user interface contain pass through data The following format should be used UNIX http lt your_domain gt cgi bin lt your interface gt cfg php enduser entry php p li lt encoded login parameters gt Windows http lt your_domain gt scripts lt your interface gt cfg php exe enduser entry php p li lt encoded login parameters gt Note You can replace entry php with any end user page in RightNow Service for example std_alp php or use the p_next_page parameter to return the customer to their original RightNow Service page Refer to PHP Example on page 118 The parameters to be passed to RightNow Service are detailed in Table 26 Table 26 Parameter Descriptions Parameter Description p_userid This parameter represents the login field in the contacts table of the RightNow database This field is required to log in and create a new con tact and cannot be updated via pass through authentication Chapter 5 Implementing a customer login script 115 Table 26 Parameter Descriptions Continued Parameter Description p_passwd This parameter represents the password field in the contacts table of the RightNow database limited to 20 characters This field is required to log in and create a new contact or log in as an existing contact and cannot be updated via pass through authentication The v
195. third parties that have authorized RightNow to sub license the components Apache Projects webservers and associated utilities and sub projects Copyright 2000 2007 The Apache Soft wate Foundation Sendmail sending email header files is 1983 to Eric P Allman and 1983 1993 to the Regents of the University of California Mime pph library for email mime encoding decoding is 1996 1998 to Douglas W Saunder Base64 data encoding is 1996 to Internet Software Consortium Brill NLP Tagger nat ural language parser is 1993 MIT and University of Pennsylvania Expat XML Parser XML parser is O 1998 2000 to Thai Open Source Software Center Ltd and Clark Cooper and 2001 2002 to Expat Maintainers GIF Image Reading Routines image reading routines is 1990 1991 1993 to David Koblas Semaphore Implementa tion generic semaphore routines for live server is O 1995 to UMASS CS Dept Scandir for Solaris and Win 32 utility routines code is 1997 2003 to the PHP Group Regular Expression Library pattern matching library is 1992 1994 to Henry Spencer PDF Library is to PDFlib GmbH PopChart Enterprise is to Corda Technologies Inc eWeb Edit Pro XML is to Ektron Inc SSCE Java Source spell checker is to Winter tree Software Inc libxslt xml transformation tool is 1998 2000 to David Veillard log4net logging too
196. to page 45 The args parameter e An array of pair data con taining seq label Ibl_item parent lvl_id 1 6 desc and vis pairs Chapter 3 XML API functions 25 Table 4 XML API Functions Continued Function css_category_ destroy Description A hierarchical menu API function used to destroy category customizable menu items in the database Refer to page 47 Required Parameters Pairs The args parameter An array of pair data con taining id seq and parent pairs css_disposition_ destroy A hierarchical menu API function used to destroy disposition customiz able menu items in the database Refer to page 47 The args parameter An array of pair data con taining id seq and parent pairs css_product_ destroy A hierarchical menu API function used to destroy product customizable menu items in the database Refer to page 47 The args parameter An array of pair data con taining id seq and parent pairs css_category_ move A hierarchical menu API function used to move category customizable menu items in the database Refer to page 47 The args parameter An array of pair data con taining id old_seq new_seq old parent np_lvl_id lvl id old_lvl and new_lvl pairs css_disposition_ move A hierarchical menu API function used to move disposition customiz able menu items in the database Refer to page 47 The args parameter An array o
197. to work Public Class login Inherits System Web UI Page Web Form Designer Generated Cod Private Sub Page Load ByVal sender As System Object ByVal e As System EventArgs Handles MyBase Load Dim redirectLink URLParams As String Try LDAPService is an internal web service to look up user info Dim ldapWebService As New LDAPService services Dim aUser As LDAPService userInfo aUser ldapWebService GetUser getUserName begin forming url redirectlink http lt your_domain gt cgi bin lt your_interface gt cfg php enduser getNextPage add parameters URLParams p _userid amp aUser userid amp sp passwd blanksp email addr aUser email amp sp name first amp aUser first name amp sp name last amp aUser last_name convert URLParams to a byte array Dim asciiEncoding As Encoding Encoding ASCII Dim byteArray asciiEncoding GetByteCount URLParams As Byte byteArray asciiEncoding GetBytes URLParams convert the byte array to a base64 string URLParams Convert ToBase64String byteArray Catch ex As Exception lblError Text Error Cannot log in Unknown user End Try Response Redirect redirectLink amp p lis URLParams True End Sub Chapter 5 Implementing a customer login script 123 Private Function getNextPage As String get p next page parameter from request If Len Request Params p n
198. type pair gt lt pair name lvl_ idl type integer gt 1 lt pair gt lt pair name lvl_id2 type integer gt 2 lt pair gt lt pair gt lt pair name seq type integer gt 1 lt pair gt lt pair name label type pair gt RIGHT NOW TECHNOLOGIES 46 XML Integration lt pair name l1bl_ item type pair gt lt pair name label type string gt Calling Plans lt pair gt lt pair name lang id type integer gt 1 lt pair gt lt pair gt lt pair name l1bl item type pair gt lt pair name label type string gt Planes de Llamada lt pair gt lt pair name lang_id type integer gt 2 lt pair gt lt pair gt lt pair gt lt pair name desc type pair gt lt pair name 1b1_item type pair gt lt pair name label type string gt This product folder lists the different wireless plans available within the organization lt pair gt lt pair name lang_id type integer gt 1 lt pair gt lt pair gt lt pair gt lt pair name vis type pair gt lt pair name vis item0 type pair gt lt pair name admin type integer gt 1 lt pair gt lt pair name enduser type integer gt 1 lt pair gt lt pair name intf id type integer gt 1 lt pair gt lt pair gt lt pair name vis iteml type pair gt lt pair name admin type integer gt 0 lt pair gt lt pair name enduser type integer gt 0 lt pair gt lt pair
199. type pair gt lt pair name lvl_ idl type integer gt 1 lt pair gt lt pair name lvl_id2 type integer gt 2 lt pair gt lt pair gt lt parameter gt lt function gt lt connector gt This example deletes the product with the ID of 112 from the database css_product_move css_category_move and css_disposition_move The hierarchical menu move functions css_product_move css_category_move and css_disposition_move are used to move objects in hierarchical menus For example you could move a top level product to be a lower level product under another top level product The parameter and pair structures of the three move functions are identical The functions have two components an args parameter and an array of pair data Refer to Table 4 on page 22 for a list of required pairs Because the parameter and pair structures of the three move functions are identical only one example is provided css_product_move The only change required for css_category_move and css_disposition_move is the function name Example lt connector gt lt function name css product move RIGHT NOW TECHNOLOGIES 48 XML Integration lt parameter name args type pair gt lt pair name id type integer gt 18 lt pair gt lt pair name old_seq type integer gt 3 lt pair gt lt pair name new_ seq type integer gt 4 lt pair gt lt pair name old_ lvl type integer gt 3 lt pair gt lt pair name new
200. type string gt archie lt ret val gt lt function gt lt connector_ret gt RIGHT NOW TECHNOLOGIES 76 XML Integration This example runs an SQL query to find the account login for the account with the ID of 10 and returns the string archie sql_get_dttm The sql_get_dttm function is used to execute a SELECT statement against the RightNow database when the result is a datetime such as the password expiration time from the accounts table The function has one component the sql parameter A single datetime will be returned in UNIX date_t format the number of seconds since the UNIX Epoch date Example lt connector gt lt function name sql get _dttm gt lt parameter name sql type string gt SELECT password exp FROM accounts WHERE acct_id 10 lt parameter gt lt function gt lt connector gt Return lt xml version 1 0 encoding UTF 8 gt lt connector ret gt lt function name sql get _dttm gt lt ret_val name rv type time gt 1174314061 lt ret_val gt lt function gt lt connector_ret gt This example runs an SQL query to find the password expiration time for the account with the ID of 10 and returns the value 1174314061 Chapter 3 Task API 77 Task API The task API functions task_create task_destroy task_get and task_update allow you to create update delete or retrieve a task from the asks table Tasks
201. type The data type of the custom field Refer to integer G Using data_type pairs on page 80 val_int The integer value of the custom field Refer integer CGU to Using value pairs on page 81 val_str The string value of the custom field Refer to string CGU Using value pairs on page 81 val_time The time value of the custom field Refer to time CGU Flow API Using value pairs on page 81 The pairs described in the following table are available to use in the flow_execute function Table 31 Flow Pairs Name Use Type Visibility cid The ID number of the contact associated integer N A with the flow shortcut The Shortcut ID field that is entered in the string N A window for an Entry Point action in a flow Appendix A Hierarchical menu API 141 Table 31 Flow Pairs Continued Use The ID number of the flow to be executed Hierarchical menu API Name Visibility integer The pairs described in the following table are available to use in hierarchical menu functions Table 32 Hierarchical Menu Pairs Name Use Type Visibility desc The hierarchical menu item s description pair CGU information Uses the following nested pairs lbl_item lt H gt The descriptions and languages of the hierat pair CGU chical menu item Uses the following nested pairs The first label item should be Ibl_item1 the second should be lbl_item2
202. uding custom fields and incident threads Any incident fields missing from the pair list will not be altered in the database Important Incident threads cannot be updated If you try to update an existing thread a new thread will be added instead Example lt connector gt lt function name incident update gt lt parameter name args type pair gt lt pair name i_ id type integer gt 7 lt pair gt Chapter 3 Meta answer API 53 lt pair name status type pair gt lt pair name id type integer gt 2 lt pair gt lt pair name type type integer gt 2 lt pair gt lt pair gt lt pair name assigned type pair gt lt pair name acct_id type integer gt 4 lt pair gt lt pair name group id type integer gt 100061 lt pair gt lt pair gt lt pair name custom field type pair gt lt pair name cf iteml type pair gt lt pair name cf id type integer gt 4 lt pair gt lt pair name val_str type string gt Roaming lt pair gt lt pair gt lt pair gt lt parameter gt lt function gt lt connector gt This example updates the incident with the ID of 7 to assign the incident to the staff member with ID number 4 The status is set to solved status 2 and a custom field cf_id 4 is set to the value Roaming Meta answer API The meta answer API functions meta_ans_create meta_ans_destroy and meta_ans_update allow you to create or alter information from the mefa_a
203. ue_stats 96 currencies 97 exchange_tates 98 rules 99 rules_archive 100 sa_price_schedules 101 prod2quotes 102 rule_states 103 rule_escalations 104 mail_lists 105 mail_list2addr 106 task_instances RIGHT NOW TECHNOLOGIES 186 Source Codes Table 45 Table ID Codes Continued Code Table 107 gap report 08 ac permissions 09 opp performance 110 opp snapshots 11 configuration 12 profile2layout 13 gap_info 14 gap_tree 15 db_maint_hist 116 locks 17 bounced_msgs 18 document_tags 119 mail addrs 20 mail groups 21 analytics core 122 ac nodes 23 mailing_stats 24 ac_alerts 125 ac_schedules 26 flows 27 surveys 128 questions 29 question_choices 30 ac_styles Appendix B 187 Table 45 Table ID Codes Continued Code Table 131 question_sessions 132 ac_color_schemes 133 question_responses 134 rule_state_xitions 135 rnl_chat_activities 136 rule_log 137 opp2contacts 138 rn staff activity 139 ac run vals 140 rx email 141 data_imports 142 folders 143 cluster_class 144 cluster_info 145 cluster_tree 146 rnl_staff_engage 147 data_import_tmpl 148 sa_period2acct 149 sa_territories 150 sa_sales_periods 151 sa contact roles 152 event_queue 153 meta_ans_vis 154 integration_errors RIGHT NOW TECHNOLOGIES 188 So
204. urce Codes Table 45 Table ID Codes Continued Code Table 155 oa_contacts 56 offer_phrases 57 offer_trans 158 offers 59 target2offers 60 segment_attributes 161 oa_segments 62 dependencies 63 campaigns 164 notes 65 survey_migration 66 meta_map 167 help_links 68 ac_scripts 69 flow_web_pages 170 dictionary 71 mail_queue 72 layouts 173 account_speed_dial 74 agent_acd_modes 75 profile2acd_mode 176 topic_words 77 cti_logins 78 cti_mode_changes Appendix B 189 Table 45 Table ID Codes Continued Code Table 179 cti_calls 180 call_activity 181 similar_search_links 182 similar_searches 183 cti_current_calls 184 proof_recipients 185 proof_trans 186 contact_sessions 187 flow_entry_points 188 rnl_chat2ma 189 deleted_recs 190 isync_recs 191 topic_words_phrases 192 exclude_addrs 193 exclude_trans 194 prod_links 195 meta_ans_prod_links 196 rnl_queue2cats 197 rnl_agent_queue 198 rnl_user_queue 199 rnl_ext_queue_history 200 voice_stats 201 aims_data 202 label_menus RIGHT NOW TECHNOLOGIES 190 Source Codes Table 45 Table ID Codes Continued Code Table 203 opp2competitor 204 rule_variables 205 ans var depends 206 pc phrases 207 ac filters 208 ac tables 209 ac
205. w HMS Guide Contains upgrade instructions for customers hosted by RightNow Technologies RightNow SmartConversion Guide Contains procedures for upgrading from RightNow CRM 7 5 to RightNow February 08 RightNow Smart Client Installation Guide Contains procedures for installing the RightNow Smart Client on staff members workstations using the RightNow Click Once installer or the RightNow Smart Client Setup Wizard Chapter 1 RightNow February 08 documentation 11 RightNow Integration Manual Contains procedures for integrating the RightNow knowledge base with external systems including help desks data mining and data reporting systems Contact your RightNow account manager to obtain this manual Tip For a comprehensive list of all RightNow documentation refer to http community rightnow com customer documentation RIGHT NOW TECHNOLOGIES 12 Introduction Chapter 1 13 2 Integration Overview RightNow has all the tools you need to create a fully integrated customer service solution There are three ways to integrate RightNow with other applications XML API e Event handlers e Pass through authentication This overview provides a brief description of each integration method to assist you in decid ing which method best suits your integration needs For detailed information about the types of integration refer to each method s chapter in the manual You must be a non hosted customer t
206. w you can create a contact and also create an incident associ ated with that contact in the same XML file by creating and passing the variable contact_id Example lt connector gt lt function name contact create id contact_id gt lt parameter name args type pair gt lt pair name name type pair gt lt pair name first type string gt Joe lt pair gt lt pair name last type string gt Smith lt pair gt lt pair gt lt pair name email type pair gt lt pair name addr type string gt js example com lt pair gt lt pair name cert type string gt lt pair gt RIGHT NOW TECHNOLOGIES 88 XML Integration lt pair gt lt pair name state type pair gt lt pair name css type lt pair name ma lt pair name sa lt pair gt lt pair name ee flag type i lt parameter gt lt function gt lt function name incident create integer gt 1 lt pair gt type integer gt 1 lt pair gt type integer gt 0 lt pair gt nteger gt 1 lt pair gt lt parameter name args type pair gt lt pair name contact_id type pair gt contact_id lt pair gt lt pair name assigned type pair gt lt pai lt pair name acct_id type integer gt 4 lt pair gt lt pair name group id type integer gt 100061 lt pair gt r gt lt pair name contact type pair gt lt pai lt pair name ic_item1 t lt pair names c id lt pair nam
207. ype note and seq Chapter 3 Adding thread entries 83 Table 14 describes the thread types that can be associated with threads and notes Table 14 Thread Entry Types Description Thread Entry Type ID Note 1 Staff 2 Contact 3 Contact Proxy 4 RightNow Live 5 Rule Response 6 Rule Response Note 7 Sales Note 8 Sales Customer Email 9 Sales Email 10 Sales Phone 11 Table 15 describes the table types that can be associated with threads and notes Table 15 Channel Types Description Channel Type ID Service Mailbox 1 Marketing Mailbox 2 Phone 3 Fax 4 RIGHT NOW TECHNOLOGIES 84 XML Integration Table 15 Channel Types Description Continued Channel Type ID Postal Service End User Pages 6 RightNow Live The following example shows two threads the first from a customer the second from a staff member This example is typical of thread entries used in the incident_create function Example lt pair name thread type pair gt lt pair name thread entryl type pair gt lt pair name c_id type integer gt 1423 lt pair gt lt pair name channel type integer gt 3 lt pair gt lt pair name entered type time gt 1096045800 lt pair gt lt pair name entry type type integer gt 3 lt pair gt lt pair name note type string gt How do I access voice mail lt pair gt lt pair name se

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