8 Troubleshooting and Error Handling with the RightNow Adapter

This chapter explains the troubleshooting information and error messages that you can come across while configuring the Oracle RightNow adapter.

The chapter contains the following topics:

8.1 Verifying the OPatch Installation

You must perform verification of the OPatch for both server side and JDeveloper installation. Steps for verification follow.

8.1.1 Verifying Installation of the JDeveloper Plug-in for Oracle RightNow Cx Adapter

Follow these steps to verify the installation of the Oracle RightNow adapter plug-in in the JDeveloper software:

  1. Open JDeveloper and check for the presence of the Oracle RightNow adapter in the component palette. Alternatively, you can navigate to the following location,

    {MIDDLEWARE_HOME}/soa/plugins/jdeveloper/extensions and check for the following jar file.
  2. If you are not able to verify in the above steps, your installation has not been successful. Try to install the patch again.

8.1.2 Verifying Installation of the Oracle RightNow Adapter Runtime Plug-in on the Server Side

Follow these steps to verify the installation of the Oracle RightNow adapteron the WebLogic Application server:

  1. Use the FTP Client or Putty to connect to the WebLogic server where OPatch has been installed.

  2. The latest OPatch installs rightnow.jar under the modules directory structure: {MIDDLEWARE_HOME}/soa/soa/modules/.

If you are not able to verify any of the above steps, your installation has not been successful. Try to install the patch again.

8.2 Understanding Oracle RightNow Adapter Design-Time JDeveloper Errors

The following table shows the common design-time errors faced while using Oracle RightNow Cx Server in JDeveloper and their possible solutions.

Table 8-1 Oracle Cloud Adapter for RightNow Server CX in JDeveloper

Error Solution

The login credentials are not valid, or the maximum number of logins has been exceeded. Contact your administrator for more information.

Metadata for the enterprise WSDL is not available in the cache.

Provide the valid Oracle Cx credentials. Delete the CSF key and add it again providing the correct credentials.

Connect to the internet and click the offline configuration check box. This will download the metadata for offline usage.

Unable to connect to RightNow Cx server.

Ensure that you are connected to the internet and not blocked by or behind the firewall of your organization.

Error deploying the composite on soa_server: Composite with same revision ID already exists.

Check if the project is already deployed on the server. Check the overwrite composites with the same revision box or change the revision number.

java.net.ConnectException: Connection refused: connect; No available router to destination.

Ensure the SOA server is up and running.

8.3 Understanding API Faults and Error Handling

In general, error handling in the Oracle RightNow Connect Web Services for SOAP API is done through the standard WSDL fault mechanism. The WSDL defines three different types of WSDL faults: RequestErrorFault, ServerErrorFault and UnexpectedErrorFault.

The base fault type as defined by the WSDL is RNFault; an instance of RNFault contains an exception code and message.

8.3.1 About Request Errors

Request errors are generated when there is a validation failure or a data related error of the inbound request

8.3.2 About Server Errors

Server errors are generated when there is a known or expected error that may occur on the server during processing of the request.

8.3.3 About Unexpected Errors

Unexpected errors are rare exceptions that occur unexpectedly on Oracle RightNow Cx Server while processing a request. These unexpected errors cannot necessarily be mapped to a specific error code or status.

8.4 Understanding RightNow Exception Codes

All three fault types, RequestErrorFault, ServerErrorFault and UnexpectedErrorFault extend a basic RNFault, which consists of an ExceptionCode field, which is an enumeration, and an ExceptionMessage, which is a string.

The following RightNow exception codes are defined:

  • ACCESS_DENIED. Returned when a request is made to the service, but the bit to enable Connect is not enabled on the site interface or the account profile for the supplied credentials does not have the public SOAP bit enabled.

  • INVALID_FIELD. Returned when a request is made and a field on an object in the request does not exist or is not accessible for the given request (that is, Setting ID on create).

  • INVALID_LOGIN. Returned when a request is made but the user credentials are invalid; this can be either username or password

  • BAD_ID. Returned when an ID provided in a request is not valid.

  • MISSING_ARGUMENT. Returned when a request is missing a required argument.

  • BAD_ID. Returned when an ID provided in a request is not valid.

  • QUERY_TIMEOUT. Returned on a query request when the specified query times out on the server.

  • UNKNOWN_EXCEPTION. Returned when an unknown and unexpected exception occurs

8.5 Understanding Adapter Fault Handling

The Oracle RightNow adapter is a JCA Adapter. As such, fault handling is similar to that in other JCA Adapters, as documented in "Error Handling" in the User's Guide to Technology Adapters.