I found how to use xml to add a purchased product but that's it. No interface to manage purchased products and no way to updated or delete a managed products.  Do they exist?  Where?  Where are they documented?

Hi Mike,

You are correct that there is not an interface to manage purchased products at this time.  The intent of the purchase products table is to be used with an integration to whatever order management system you are using as RightNow is not typically the system of record for purchase products.  With an integration to populate the purchase products table, this table is then available for offer advisor, analytics, segmentation, etc...  If you create sales product custom fields, these can be visible in the purchase products table too.

I hope this information helps.  Let me know if you are looking for something more!

-Susie

Product Manager: Feedback, Marketing, and Sales

The intent of the purchase products table is to be used with an integration...

Susie,

  Thank you for responding to my inquiry.  My question is:  Are there API funcitons to modify or delete Purchased Product records in RNT?  What if I wanted to update an expiration date or a custom field?

Thanks

Mike

Can you give me the use case of what you are using the purchase products table for? Do you use offer advisor?  At this time I think you are right that the API is create only.  We do have on our roadmap the ability to create custom objects which would be able to have full control but just want to make sure we try to meet your use case for the future.

Also- this may be a good topic for the Idealab!

Thanks Mike for posting!!

-Susie

Product Manager: Feedback, Marketing, and Sales

Susie,

  We want to track which customers have which of our products.  We are not using offer advisor.  This is strictly for service tracking.  

New customer buys the MarkView (our brand) suite and gets version 6.1 (our current version) and go live in production with it.  Next year they start an upgrade to v6.2.  We want to record that they have 6.1 in prod and 6.2 in upgrade so that when they log a ticket we will know what version they are asking about.  Later they complete the upgrade and we want to mark the 6.1 as completed and the 6.2 as in production.

Later that year they want to test 'File Capture' with their system. We mark them as having the product so that we know to support those questions from them.  They decide not to purchase so we want to delete the product purchase record or updated it as end of life.

They also purchase licenses for three scanner stations.  We record the purchase but need to go back later and update the serial numbers when they come in.

I guess the biggest thing is the ability to take something away if it is incorrect.  I don't want to base support on a false record.

Thanks for your interest.

Mike 

Hi,

I am currently looking for the same type of functionality.  I see that I can add Purchased Products, but cannot remove them nor update them.  It appears that the missing "link" is an ID field in the Purchased Products table letting us identify which  line item we would want to delete or update.  This seems to be a major drawback in working with the Purchased Products table.

Roberta

Mike,

I don't know if this helps you, but I've built out Product Registration, Product Asset tracking, and RMA processes using our standard Incident record type with a combination of Customer Portal and Incident Workspaces. It is a lot easier than trying to use our purchased products table.

If you're interested, I can send you some more information on this approach.

--Jeff