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.

Creating and maintaining custom menu fields in the UI is tedious at best, especially when the menu lists are very large.  If the RightNow API provided an interface to create and populate/manage custom menu fields, many customization solutions could be easily automated.  Although it sounds somewhat trivial, the usability hurdle of manually keeping custom menu fields up to date has kept us from implementing a number of useful customizations in our environment.

 

Use Case:

Just as we use the API to keep our organization and contact records synchronized with an external data source, many custom menu fields used within incidents, such as asset information, product version numbers, sales personnel, etc. would be easier to maintain by automatically synchronizing them with an authoritative source using the API.  This would also allow new menu fields to be populated quickly and eliminate errors and delays inherent in the manual update process.

It should be possible in an expansion bar addin to retrieve the client's color settings. I am referring to the circled property in the picture:

 

 

 

Part of a good addin is that it actually "adds in" rather than "sticks out". If you develop an addin so that it matches the default Blue scheme- then if a user changes their scheme to Silver- your addin is not going to look nice, and will in fact stick out. Access should be provided through the AddInViews interfaces to access the color scheme- as well as any other applicable user settings. 

It would be nice if our agents could validate customer's street address (postal address) in RN using a USPS engine or something like that to make sure the address we have is a VALID one.

 

 

Currently, as a product admin within a higher education setting, we have several databases (including a centrally managed directory) that contains contact information for students, faculty and staff.  Rather than having to run a contact import every few weeks and have yet another place to manage contact information, we'd like to be able to use the data from our existing databases through a "live" database connection or query from within RightNow.

How many of you have a third party product that handles queueing and routing for agents, and would like RightNow to integrate with that software?

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.

Hello,

 

Relevance: after a service call I would like to make relevant offers via the campaign module.

• via the offer advisor I would like to make one single offer only to relevant segments
• via the offer advisor I would like to register whether the offer has already been offered. If so, by default the offer will not be offerred again
• via the marketing campaign I would like to guide my agents through a series of steps

 

RightNow pitfall:

When adding a promotion for the offer advisor, the yes/interested url's have a max length of only 100 characters. This is quite short for urls, especially when directing to a rightnow page or when adding parameters. Looking at the data schema, the database field doesn't seem to have this limitation. After several checks, it is not possible to change the limittation.

Service is the new sales is therefore hard to implement.

 

Kindest regards,

 

Joris van der Zijde

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.