Contents

Title and Copyright Information

Preface

• Audience
• Related Documents
• Conventions

1 Introduction to the RightNow Adapter

• Introduction
• Overview
  • Prerequisites to Using the Oracle RightNow Adapter
    • Oracle RightNow Adapter Design Overview
• Supported Versions and Platforms
  • WSDLs Supported by Oracle RightNow Adapter

2 Getting Started with the RightNow Adapter

• Using Oracle RightNow Adapter Connection Parameters
• Obtaining the Standard WSDL
  • Importing the Oracle RightNow Application's Certificate into the Client/Server
  • Importing the Oracle RightNow Application's Public Certificate into WebLogic Server Using Keytool
  • Configuring Oracle RightNow Adapter Permissions
    • Details for Object-specific Permissions
  • Authenticating on the Oracle RightNow Cx Server with Account Passwords
    • Oracle Cloud Connect Web Services for SOAP API Access Control
• Understanding the Oracle RightNow Adapter in Design Time and Runtime
• Unsupported Features

3 Walkthrough of the Oracle RightNow Adapter Configuration Wizard

• Performing Common JDeveloper Configuration Steps
  • Creating a SOA Application Project in JDeveloper
  • Configuring an Oracle RightNow Adapter for Inbound Services
  • Configuring an Oracle RightNow Adapter for Outbound Services
• Understanding Create, Read, Update, and Delete Operations
  • Supported Features
    • Using CRUD Operations
      • Creating One or Multiple Business Objects
      • Retrieving Data from One or Multiple Objects
      • Updating One or Multiple Business Objects
      • Deleting one or Multiple Business Objects
    • Using the Batching Feature
      • Oracle RightNow Adapter User Interface Support for Batching
      • Batch Process WSDL
    • Chaining
    • Using Chaining
  • Supported Processing Options
    • CreateProcessingOptions
    • DestroyProcessingOptions
    • GetProcessingOptions
    • UpdateProcessingOptions
• Working with ROQL
  • Using ROQL
    • ROQL Query Statement
  • ROQL Query Statement
  • Running the ROQL Query Statement
  • Using the ROQL Query Builder
    • Simplifying the Discovery of Standard and Custom Business Objects
    • Suggesting Query Constructs Based on the Context
    • Providing Auto-Completion
    • Providing Alias Support to Improve Readability
    • Using ROQL to Suggest Relationships
    • Using the Query Builder to Obtain Inline and Semantic Validation
  • Adapter Support for ROQL
    • Query Arguments
    • Support for Bind Parameters

4 Understanding RightNow Adapter Advanced Concepts

• Understanding the SOAP API
  • Understanding Objects
  • Understanding Transactions
• Handling the Polymorphic Behavior of Oracle RightNow Cx Schema
  • Example: Mapping A Custom Object
    • Example: Mapping an Object without Using an Oracle RightNow Adapter
    • Example: Mapping an Object with the Oracle RightNow Adapter
• Integrating with Custom Objects in the Cloud
  • Creating Custom Objects in the RightNow Cx Server
  • Selecting Custom Objects to Perform Operations
• Understanding Oracle RightNow Adapter Security Management
  • Authenticating on the Oracle RightNow Cx Server with Account Passwords
    • Understanding Access Control on the Oracle RightNow CX Server
  • Oracle Cloud Connect Web Services for SOAP Site Configuration
    • Configuring Restricted Access Permissions on RightNow Cx
  • Validating Account Credentials
  • Profile Configuration
  • Password-based Authentication
• Oracle RightNow Adapter Test Functionality
  • Design-Time Test Functionality Details
• Oracle RightNow Adapter Limit and Restriction Handling
  • Delete-Cascading Delete Effect
  • API Limits Enforced by the RightNow Cx Server

5 Understanding BPEL Integration with Service Components (BPEL/Mediator)

• Overview
  • Understanding the Account Object
• Designing a Composite for Service Integration
  • Defining a Composite for BPEL and Mediator
• Configuring the Oracle RightNow Adapter
• Integrating with BPEL
• Deploying the Composite
• Testing the Composite
  • Testing the Outbound Process

6 Developing Oracle Service Bus Integrations with the Oracle RightNow Adapter

• Generating Oracle Cloud Adapter Artifacts
  • Creating Oracle Service Bus Projects Using Oracle Service Bus Console
  • Creating a Service Bus Project, and Generating the Oracle Service Bus JCA Business Service
    • Creating an Empty Console for the Oracle Service Bus and Creating a New Service Bus Project
    • Defining a Service Bus Business Service with the Oracle RightNow Adapter
      • Configuring the Oracle RightNow Adapter Component
    • Testing the Oracle Service Bus Project from the Oracle Service Bus Console

7 Troubleshooting and Error Handling with the RightNow Adapter

• Understanding Oracle RightNow Adapter Design-Time JDeveloper Errors
• Understanding API Faults and Error Handling
  • About Request Errors
  • About Server Errors
  • About Unexpected Errors
• Understanding RightNow Exception Codes
• Understanding Adapter Fault Handling

8 Oracle RightNow Adapter Use Cases

• Performing a Create, Read, Update, Destroy (CRUD) Operation on a Single Business Object
• Performing a CRUD Operation on Multiple Business Objects
• Performing a Batch Operation with Multiple Business Objects and Multiple Operations
• Querying Arbitrary Objects using ROQL
• Performing CRUD Operations on Custom Objects
• Chaining Multiple Operations Together in One Batch Request

9 Configuring Oracle RightNow Cloud Properties

• Configuring Basic Information Properties
  • What You Can Do from the Basic Info Page
  • What You See on the Basic Info Page
• Configuring Oracle Cloud Adapter Connection and CSF Key Properties
  • What You Can Do from the Oracle Cloud Adapter Connection Page
  • What You See on the Oracle Cloud Adapter Connection Page
  • What You Can Do from the Oracle Cloud Adapter CSF Key Page
  • What You See on the Oracle Cloud Adapter CSF Key Page
• Configuring Oracle RightNow Cloud Source Request Properties
  • What You Can Do from the Oracle RightNow Cloud Source Request Page
  • What You See on the Oracle RightNow Cloud Source Request Page
• Configuring Oracle RightNow Cloud Source Response Properties
  • What You Can Do from the Oracle RightNow Cloud Source Response Page
  • What You See on the Oracle RightNow Cloud Source Response Page
• Configuring Oracle RightNow Cloud Target Operation Properties
  • What You Can Do from the Oracle RightNow Cloud Target Operations Page
  • What You See on the Oracle RightNow Cloud Target Operations Page
• Reviewing Configuration Values on the Summary Page
  • What You Can Do from the Summary Page
  • What You See on the Summary Page

A Credential Store Configuration for Managing RightNow Credentials