RightNow Operation

Note: Before working with a Connector operation, you should be familiar with general Process development, building Connectors and the XML profile.

The RightNow operation defines how to interact with your RightNow CRM account. The operation represents a specific action (e.g., Query, Create, etc.) to be performed against a specific RightNow object type (e.g., Organization, Incident, Contact, etc.). Not all objects are available for each action. You must create a separate operation component for each action/object combination required for your integration.

Note: Contact your RightNow Representative to learn about the API requirements for RightNow Connect and how to access the integration guides in the user community for field definitions.

Options Tab

Available Actions: Depending on how you create the RightNow operation component, the Action type is either non-configurable or selectable from the drop-down list. The actions listed below describe the different settings that can be configured for each type.

[ GET ] [ QUERY ] [ CREATE ] [ UPDATE ] [ DELETE ]

Import Wizard: The Import Wizard steps instruct you how to define the object you are integrating with based on the action you specified. It is required that you click the Import button and follow the wizard to successfully configure an operation and automatically generate the Response XML Profile that can include all required base and custom fields.

Select or Create the RightNow Connection component and click Next.
Select the desired Object Type from the select box and click Next.
Review results and click Finish.

Standard Fields: This table describes the default field definitions for each action type.

Field Name	Description
Object	Defines the object that you want to integrate with which was selected in the Import Wizard
Request/Response Profile	The XML Profile definition that represents the XML structure that is being sent or received by the connector
Return Application Error Responses	Defines whether to forward responses through the Process or fail at the Connector level. If checked, failed operations will not be reported on the Manage menu, allowing you to act on them in your Process.

Inbound Actions

This section describes how the RightNow operation can be configured to retrieve document records from a RightNow CRM instance. For all inbound operations, unique parameters are required at run-time to request data. Review the Setting Parameters section to understand how these parameter values can be statically or dynamically defined in a Process for run-time.

GET

This action requires you to supply a single internal ID for the object record you are looking to retrieve. More RightNow object types are retrievable using the GET action when compared to the QUERY action. Supplying 1 internal ID will return 1 object record document.

Note: If your integration scenario requires you to retrieve records dynamically with a GET ID, then consider performing a QUERY to retrieve a list of IDs that can be used as a dynamic input parameter for the GET operation.

QUERY

This action requires you to supply static or dynamic request parameters aka filters to control the object records being selected from RightNow. Zero to many object record documents can be returned from a single QUERY request.

Report ID: This is a required field definition that controls the specific filters attached to your query. Review the RightNow Integration Best Practices to learn how to locate the Report ID and understand filtering in the RightNow client.

Note: Although a custom report may have been built to only display a limited set of output fields, the QUERY action will return all available fields within the selected object based on the filters defined in the report.

Query Filter Configuration

After completing the Import Wizard:

Highlight the Object node in the lower left window.
Click the icon to the left of Filter and Choose 'Add Logical Sub-Group'.
Highlight the 'Logical - AND' node (default operator) and Click the icon to the left of it to 'Add Expression'.
Highlight the Expression node to show the Filter Options.
Continue adding Expressions under the 'Logical - AND' node to define one or more filters.

Note: Because any ReportID can be defined in the operation, AtomSphere does not retrieve the direct filter name in the report. The term Filter appended with an incrementing number (e.g., Filter01) represents the actual report filter. This name corresponds to the order in which the filter(s) were added to the report.

Filter Options

Field Name	Description
Filter name	Reference Name for expression. Common practice is to define the selected field name and associated operator (e.g., OrgName=).
Field	Filter placeholder that binds to the filter number defined in the associated Report ID.
Operator	Used to define how request input parameter should be compared against the filter (e.g. = , != , >).

Outbound Actions

This section describes how the RightNow operation can be configured to send data to a RightNow CRM instance. For all outbound operations, request XML data needs to be sent into the connector that corresponds with the defined XML Profile. In most cases, request documents are the destination output of a Data Map. However, you can also set parameters on the outbound connector's Parameter tab within the Process to supply static or dynamic request values.

CREATE

This action will create new records in the RightNow object defined in the create operation. The internal 'ID' field is generated automatically per each document sent to the operation. Upon successful record creation, the operation automatically returns an XML response with the newly generated internal ID, creation date, etc.

UPDATE

This action will update existing records in the RightNow object defined in the update operation. You must supply the internal 'ID' field in the request to update the existing object record. Upon successful record update, the operation automatically returns an XML response with the internal ID, updated date, etc.

Note: If this internal ID is not readily available in your source data, consider using a Connector Call function to QUERY data based on a Report value such as Name.

DELETE

This action will delete an existing record in the RightNow object defined in the delete operation. You must supply the internal 'ID' field in the request to delete the existing object record. Upon successful record deletion, the operation automatically returns an XML response with the internal ID.

Note: If this internal ID is not readily available in your source data, consider using a Connector Call function to QUERY data based on a Report value such as Name.

Archiving Tab

Click here for more information on Archiving.