Custom Field Mapping Fails During Runtime in Oracle Service Cloud (RightNow) to Oracle Engagement Cloud Integrations

The Oracle Service Cloud (RightNow) application documentation indicates that given a Contact, the CustomFields contains a subobject C_Contacto that has a SalesCloudID field. To fetch the SalesCloudID using a Query or Get operation, note that the CustomFields subobject is listed in the object model as specify to get. This means that you must provide a hint to the system that you want that information. Provide the hint by including an empty CustomFields subobject in the Contact object you passed in as a template. This action informs the server that the object to be returned should also include all the ContactCustomFields. You can do this with any subobject that is listed as specify-to-get.

In Oracle Integration, the behavior is slightly different. In the GetContact request mapper, set a value to ContactCustomFields.C_Contacto.SalesCloudID (for example, SalesCloudID=1). This step ensures a complete CustomFields return as part of the response.

If you follow this step and retry, it works.