Prerequisites for Creating a Connection

You must satisfy the following prerequisites to create a connection with the Oracle RightNow Cloud Adapter:

  • Subscribe to Oracle RightNow Cloud. This action enables you to create an Oracle RightNow Cloud user account with the correct privileges. You specify this user account when creating an Oracle RightNow Cloud Adapter connection on the Connections page. See Oracle RightNow Cloud. See Configuring Connection Security.
  • Obtain the necessary Oracle RightNow Cloud service catalog service WSDL URL. This WSDL can include support for both business objects and event subscriptions. See Obtaining the Oracle RightNow Cloud WSDL. See Configuring Connection Properties.
  • To exchange events, you must perform a number of configuration steps. For an example of how to exchange events between Oracle RightNow and another application, see Enabling Event Subscriptions in the Oracle RightNow Cloud Adapter.

  • If you create an integration in which a trigger Oracle RightNow Cloud Adapter connection selects a business object, you must create a custom event handler PHP script or use a SOAP client to invoke the integration.

Obtaining the Oracle RightNow Cloud WSDL

You must obtain the Oracle RightNow WSDL. Only the standard WSDL is supported. The partner WSDL is not supported.

The standard WSDL can include support for both business objects and event subscriptions. This enables you to receive either a business object or an event subscriptions as a request from the Oracle RightNow application. Event subscriptions are supported only if the Oracle RightNow application version is equal to or greater than version 15.5 (May 2015 release). Otherwise, only business objects are visible for selection in the configuration wizard.

To obtain the standard WSDL:

Note:

Note the following details:

  • For event subscriptions in Oracle RightNow Cloud release 17.8, use only RightNow WSDL version 1.3.

  • Permissions for the Public SOAP API must be enabled for the user account to enable use of the Oracle RightNow Connect Web Services for SOAP API. Permissions for the Public SOAP API enable staff members with this profile to access the public SOAP API through account or session authentication.

  • The Oracle RightNow adapter does not support a partner WSDL/generic WSDL. Therefore, the following URL is not supported.

    https://integration-test.rightnowdemo.com/cgi-bin/integration_test.cfg/services
    /soap?wsdl=generic
  1. Collect the following details from your Oracle RightNow Cx Account:

    • Host

    • Interface name

    • User name and password

  2. Open your web browser and enter the following URL to obtain the standard WSDL, replacing the host name and interface details as appropriate.
    For RightNow Cloud Sites On... The Following Format Enables the Adapter To Access...

    May 2017 versions or earlier

    • The latest version of the RightNow Cloud WSDL:

      https://host_name/cgi-bin/interface.cfg/services/soap?wsdl

      For example:

      https://integration-test.rightnowdemo.com/cgi-bin/integration_
      test.cfg/services/soap?wsdl
    • The WSDL pertaining to a specific API version. This format is recommended to protect your integrations from being impacted by backwards incompatible changes that can be introduced by a new API version.

      https://integration-test.rightnowdemo.com/cgi-bin/integration_test.cfg/services/soap?wsdl=typed

      For example:

      https://integration-test.rightnowdemo.com/cgi-bin/integration_test.cfg/services/soap?wsdl=typed_v1.3

    August 2017 versions or later

    • The latest version of the RightNow Cloud WSDL:

      https://host_name/services/soap/connect/soap?wsdl

      For example:

      https://integration-test.rightnowdemo.com/services/soap/connect/soap?wsdl
    • The WSDL pertaining to a specific API version. This format is recommended to protect your integrations from being impacted by backwards incompatible changes that can be introduced by a new API version.

      https://host_name/services/soap/connect/soap?wsdl=typed

      For example:

      https://integration-test.rightnowdemo.com/services/soap/connect/soap?wsdl=typed_v1.3
      
      https://integration-test.rightnowdemo.com/services/soap/connect/soap?wsdl=typed_v1.4

Note:

The URL format that existed prior to August 2017 continues to work provided that you explicitly specify the API version. For example, any RightNow Cloud connections created in Oracle Integration Cloud Service using the following URL format continue to work even after the RightNow Cloud site is upgraded to August 2017 or later:
https://integration-test.rightnowdemo.com/cgi-bin/integration_test.cfg/services/soap?wsdl=typed_v1.3

Any RightNow Cloud connections created with the following format without the specific API version do not work when the RightNow Cloud site is upgraded to August 2017 or later:

https://host_name/cgi-bin/interface.cfg/services/soap?wsdl
The RightNow Cloud connection URL must be modified to either of the following formats:
https://host_name/services/soap/connect/soap?wsdl=typed

https://integration-test.rightnowdemo.com/cgi-bin/integration_test.cfg/services/soap?wsdl=typed

For example:

https://integration-test.rightnowdemo.com/services/soap/connect/soap?wsdl=typed_v1.3

https://integration-test.rightnowdemo.com/cgi-bin/integration_test.cfg/services/soap?wsdl=typed_v1.3

Enabling Event Subscriptions in the Oracle RightNow Cloud Adapter

Before you can subscribe to events with the Oracle RightNow Cloud Adapter, you must perform a series of configuration tasks.

Verifying the Ability to Publish Business Events

This integration is designed to work with Oracle Service Cloud Release 15.8.

To verify the ability to publish business events:

  1. Log in to the Oracle RightNow Cloud application as a user with administrator privileges.

  2. In the navigation pane, click Configuration > Site Configuration > Configuration Settings.

    A search page is displayed.

  3. In the Configuration Base section, select only the Site option.

  4. In the Key field, enter a wildcard string such as EVENT%.

  5. Click Search.

    This search returns all strings beginning with EVENT.

    If several configuration parameters beginning with EVENT_ are displayed (for example, EVENT_NOTIFICATION_ENABLED), the functionality to publish events is available in this version of the Oracle RightNow Cloud application.

Displaying All Configuration Parameters Associated with Data Synchronization

  1. Ensure that the following configuration parameters are displayed:

    • EVENT_NOTIFICATON_ENABLED

    • EVENT_NOTIFICATION_MAPI_SEC_IP_RANGE

    • EVENT_NOTIFICATION_MAPI_USERNAME

    • EVENT_NOTIFICATION_MAPI_PASSWD

    • EVENT_NOTIFICATION_SUBSCRIBER_USERNAME

    • EVENT_NOTIFICATION_SUBSCRIBER_PASSWD

Enabling Data Synchronization Functionality

To enable data synchronization functionality:

By default (that is, on a newly-provisioned Oracle RightNow Cloud instance), the data synchronization functionality is not enabled. It must be manually enabled (if necessary).

  1. From the Results page, select EVENT_NOTIFICATION_ENABLED.

    EVENT_NOTIFICATION_ENABLED is a boolean parameter.  It is the global switch that controls whether business events from Oracle RightNow Cloud are published to other (external) applications. The default value is No, meaning that events are not published to external applications.

  2. In the EVENT_NOTIFICATION_ENABLED tab, select Yes from the Required list.

  3. Click the Save & Close button.

Setting the IP Range for Incoming Messages (This step is optional)

By default, the configuration parameter EVENT_NOTIFICATION_MAPI_SEC_IP_RANGE is empty. This parameter enables incoming messages to be accepted only if coming from a specific IP address. This is an optional parameter.  If not set, no IP restrictions are enforced and requests from any IP address are accepted. If the parameter has even one value (that is, not null), only requests from the specified IP address are accepted. To limit the addresses from which requests are accepted, enter them as comma-separated values.

  1. From the list of configuration parameters, click the item named EVENT_NOTIFICATION_MAPI_SEC_IP_RANGE.

  2. On the page that is displayed, enter the list of IP addresses as comma-separated values.

  3. Click the Save & Close button.

Setting the Credentials to Use for Incoming Requests

The EVENT_NOTIFICATION_MAPI_USERNAME and EVENT_NOTIFICATION_MAPI_PASSWD parameters store the credentials used by external applications while invoking Oracle RightNow Cloud web services for subscription requests or transactional requests. Both parameters have no default values; you must specify values for each.

Note:

You must specify a user name that does not correlate with an existing (actual) user. If you specify an actual user name, you receive an error message that includes details similar to the following:
Fault String : Invalid Field While processing Contact->ExternalReference(string). Fault Details : 

When Oracle Integration Cloud Service asks for the credentials to communicate with Oracle RightNow Cloud, it uses those associated with EVENT_NOTIFICATION_MAPI_USERNAME and EVENT_NOTIFICATION_MAPI_PASWD to send messages to Oracle RightNow Cloud.

  • EVENT_NOTIFICATION_MAPI_USERNAME stores the user name specified in the header of incoming requests.

  • EVENT_NOTIFICATION_MAPI_PASWD stores the password associated with the user name specified. The password is stored in encrypted format.

  1. From the list of configuration parameters, click EVENT_NOTIFICATION_MAPI_USERNAME.

  2. Specify the username and save the changes.

  3. Specify the password for EVENT_NOTIFICATION_MAPI_PASSWD and save the changes.

Setting the Credentials to Use for Outgoing Requests

The EVENT_NOTIFICATION_SUBSCRIBER_USERNAME and EVENT_NOTIFICATION_SUBSCRIBER_PASSWD parameters store the credentials used by Oracle RightNow Cloud while sending event notifications to the external subscriber. Neither parameter has a default value; you must specify values for each.

  • The EVENT_NOTIFICATION_SUBSCRIBER_USERNAME stores the user name to use in the event notification message sent to the external application subscribed to the event.

  • EVENT_NOTIFICATION_SUBSCRIBER_PASSWD stores the password associated with the user name specified. The password is stored in encrypted format.

  1. From the list of configuration parameters, click EVENT_NOTIFICATION_SUBSCRIBER_USERNAME.

  2. Specify the username and save the changes.  Ensure that the user is defined in Oracle Integration Cloud Service.

  3. Specify the password for EVENT_NOTIFICATION_SUBSCRIBER_PASSWD.

  4. Save the changes.