Hi there,

A number of our internal staff and people I met at the APAC Summit indicated that at times RN is running very slow. As the data volume and user activities both continue to increase exponentially, I suggest RightNow to set up a server for APAC customers in close proximity. This will especially benefit clients in Australia, New Zealand, Singapore and Malaysia by providing better speed and performance. Today's customers don't have the patience to wait for screen to load after 30+ second, and productivity gain can be significant. As for RightNow, having a dedicated server for APAC customers in the region can serve as a huge sales booster, if marketed well. It shows your dedication to exceptional customer experience by addressing ever-increasing need of your customer base.

I hope to see our data packets travel less distance and help load screens quicker in 2010. In the age of social Web, speed of Web applications is more important than ever. Thanks RN for looking into this idea (in advance!)  

Would you like to see RightNow offer a standards-based web services integration capabilities based on W3C standards of SOAP and WSDL?

What requirements input do you have for use of a SOAP API?

What versions of SOAP and WSDL do you use?

What additional web services standards (W3C,WS-I,OASIS) are important to you?

Is WS-I compliance important to you?

The RightNow Connect Data integration doesn't currently have a way for you to retrieve column definitions for reports. This would be a very handy feature! Below is my use case:

We have a service that has to use a report to get information about incidents. The service will forward that info to some other third party utility that will perform work on it. In cases where a custom has a LOT of emails in their system, they might not care about every piece of data in the report. We don't want them to modify the report- that could break the service. So an elegant solution is to have a configuration utility which allows them to specify the data pieces that they care about. This would require the config app to be able to retrieve the column definitions in the report, though.

Currently, when using Automation RunReport() to open a report, this report must be manually closed by the agent before a new one can run. Any attempt to simply change the filters and use RunReport has no effect on the workspace until the first report is closed.

I propose either one of two options:

1. The ability to detect that a given report is already open, and close it programmatically.

or

2. The ability to refresh an open report with the results from a new filter.

Thank you!

-Jared

While working with Connect, I went to test code which was working fine in our development site but did not work on the client site. After much effort (deciphering "Access Denied" messages), we determined that the problem was that II_CONNECT_ENABLED was not set for the client site. I propose either of the following:

1. Error message when trying to connect which says "II_CONNECT_ENABLED is not set for this site."

2. Ability to read this config item in configuration, that is, without sending a chain of emails to determine something which could be read in configuration.

The first option is better, but the second option would be sufficient.

-Jared

There doesn't currently seem to be a way to programmatically get the schema of a RightNow report, and it would be extremely helpful to be able to do this.

For example, if I want to get a report programmatically to add to an Excel tab for a weekly report to management, I need to manually add the report columns and report name to my code (or a config file, etc).  This is fine if I am always doing the work... but I'd much prefer to have a web interface that one of my executives could go into and type in a report name, and click 'Add to Weekly Report' - and not bother me at all.

So, in addition to a two dimensional object array (yuck on multiple levels there anyway), a DataTable which contains the table name and column name from the report, or an XML return type containing XSD schema info, would provide programmatic access to that data.

~Chris

The IContentPaneControl interface currently supplies no way to close itself. This functionality could be overly useful for many applications. One that comes to mind could be a situation where an integration needs some input from an agent. The content pane could pop, and the agent could enter the required information. When pressing a "Save" or "Submit" button, the data could be handed to the integration, and the content pane could close itself.

There are actually many situations where this could be useful.

When writing integrations to RightNow using the Connect Desktop API, it's not uncommon that the integration author may want to supersede some of the record context actions. The IRecordContext.ExecuteEditorCommand seems to be built specifically for this purpose.

However, it does not supply a simple Close command in the parameter enumeration. It currently only supports:

• Copy
• Forward
• None
• Print
• Save
• SaveAndClose

I think that there should be a Close/Discard option. When this command is executed, the Record would simply go away, and would not prompt the agent if they want to save or not.

Use Case:

For my situation,  we are integrating with our multimedia interaction processing engine, and if the agent decides to transfer the interaction- we want to transfer the record as well. There would be two types of transfer- "Save and Transfer" and "Discard and Transfer"

We can handle the former, but not the latter.