I am using OpenSpan to automate the creation of a new ticket, but the combo boxes for  the LOB and categories need to look into an index list.

If I set the text of the LOB combo box with Nike.ID when I save the ticket I receive a message that I haven't gone to the third level of the list.

It is a way to avoid the message and set the option in the LOB and category combo box? so I may avoid setting the text through the index list ?

Tomas,

Could you provide a little bit more info on your business case?

This is potentially something that can be done natively in Workflow. 

I'm not sure what OpenSpan or LOB is, but if you are trying to set products (LOB?) and/or categories for incidents using a tool that manipulates the properties of the displayed .NET controls directly, then setting the ControlStringValue property to the id of the product or category should work.

For example if you have the following product hierarchy:

And you want to set your product combo box to select "p3" (where the value of "p3" is "130"), then setting the ControlStringValue property of the ComboBox to "130" should work.

You can get the ID values from looking at the product/category configuration pages of the console:

(Sreenshot from Aug '09 version)

Thanks noszti.

Clarifying a little bit:

The RightNow implementation we are working with presents a drop-down list box that, when clicked, shows a tree list of options.  We would like to:

- Identify the controls being used, 

- Add the corresponding DLLs to a Visual Studio project

- Play with them a little bit to learn more how to use them.

According to our interrogation application (OpenSpan), the controls being used involve the following:

1. RightNow.Applications.EM.Service.Forms.HierMenuComboBox, RightNow.Applications.EM.dll
2. RightNow.UI.Forms.OptListTreeViewComboBox, RightNow.UI.Forms.dll
3. RightNow.UI.Forms.ComboBoxBase, RightNow.UI.Forms.dll
4. System.Windows.Forms.Control, System.Windows.Forms.dll

However, after we added the references to the aforementioned DLLs in the VS project, we are not able to locate the controls by that name.

Could you please help us to identify those controls?

Thanks.

When editing an incident in the RightNow Console, the product and category hierarchies are displayed using a (.NET internal) HierMenuComboBox control (from RightNow.Applications.EM.DLL). That control implements the (.NET public) IControlStringValue interface (RightNow.UI.Forms.DLL) which exposes the aforementioned ControlStringValue property, that you should be able to set.

Note that the above is not a recommended way to manipulate the record data or interface with the RightNow Console in general (since none of it is a committed/public interface so whatever you rely on now could change or go away in later versions, plus using them directly could cause data integrity issues). A better automation+integration approach would be to actually set the fields of the underlying record to their desired values - for example - using an Add-In (which then You/OpenSpan can control as you see fit).

Add-Ins are an official way you can build code that integrates into the RightNow Console. See documentation here.