Overview

The Oracle RightNow adapter builds on the Connect Web Services API for SOAP to provide real-time integration with the Oracle RightNow Cx Platform. RightNow API version 1.3 is supported. The Oracle RightNow Connect Web Services platform exposes two web service definitions (WSDLs) to calling applications.

Standard WSDL. This WSDL should be used by integration designers to model integrations specific to their Oracle RightNow instance. The typed WSDL is a strongly typed representation of the Connect Common Object Model. The strongly typed WSDL can be accessed from the following URL with a standard HTTP GET request. 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 subscription 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.
```
<a target="_blank" href="http://">http://</a><host_name>/cgi-bin/<interface>.cfg/services/soap?wsdl=typed
```
Because the Standard WSDL is tied to a specific Oracle RightNow Cx Instance for an Organization, it will change if modifications or customizations are made to the instance configuration.
Partner WSDL. This WSDL should be used by integration designers building integrations that function across multiple instances of Oracle RightNow Cx. It provides the ability to work with generic objects that can be used across multiple instances of Oracle RightNow. The generic WSDL can be accessed from the following URL with a standard HTTP GET request.
```
<a target="_blank" href="http://">http://</a><host_name>/cgi-bin/<interface>.cfg/services/soap?wsdl=generic
```
Since the WSDL is static and does not change across organizations, it will not have any customizations or modifications made to the Organization's specific RightNow Cx instance. It is used primarily by Partners, hence the name Partner WSDL.

The Oracle RightNow adapter enables customers to perform integration with a specific Oracle RightNow Cx instance through the Standard WSDL However, Partner WSDL-based integration is currently unsupported.

The Standard WSDL exposes categories of operations, including:

Basic CRUD Operations (Create, Get, Update, Destroy Business Objects in RightNow)
ROQL (Query data in RightNow as objects only)
Batch Operation (a batch of one or more of the other operations in one operation)

The above operations, more specifically the CRUD Operations, are polymorphic in nature. Though this might appear to simplify the integration interface by needing to expose just four generic CRUD operations (Create, Get, Update and Destroy) across all supported business objects in the application, it also poses challenges during the integration process, especially during data mapping. For more information, see Understanding BPEL Integration with Service Components (BPEL/Mediator) and Developing Oracle Service Bus Integrations with the Oracle RightNow Adapter.

Example 1-1 shows a RightNow Standard WSDL with generic CRUD operations shown.

Example 1-1 Generic CRUD Operations in a RightNow Standard WSDL

<wsdl:operation name="Create">
                                <wsdl:input message="rnw_v1_2:CreateRequest"/>
                        <wsdl:output message="rnw_v1_2:CreateResponse"/>
                        <wsdl:fault message="rnw_v1_2:RequestErrorFault" name="RequestErrorFault"/>
                        <wsdl:fault message="rnw_v1_2:ServerErrorFault" name="ServerErrorFault"/>
                        <wsdl:fault message="rnw_v1_2:
          UnexpectedErrorFault"name="UnexpectedErrorFault"/>
                </wsdl:operation>
                <wsdl:operation name="Get">
                        <wsdl:input message="rnw_v1_2:GetRequest"/>
                        <wsdl:output message="rnw_v1_2:GetResponse"/>
                        <wsdl:fault message="rnw_v1_2:RequestErrorFault" name="RequestErrorFault"/>
                        <wsdl:fault message="rnw_v1_2:ServerErrorFault" name="ServerErrorFault"/>
                        <wsdl:fault message="rnw_v1_2:
       UnexpectedErrorFault"   name="UnexpectedErrorFault"/>
</wsdl:operation>
                <wsdl:operation name="Get">
                        <wsdl:input message="rnw_v1_2:GetRequest"/>
                        <wsdl:output message="rnw_v1_2:GetResponse"/>
                        <wsdl:fault message="rnw_v1_2:RequestErrorFault" 
            name="RequestErrorFault"/>
                        <wsdl:fault message="rnw_v1_2:ServerErrorFault" 
            name="ServerErrorFault"/>
                        <wsdl:fault message="rnw_v1_2:
     UnexpectedErrorFault" name="UnexpectedErrorFault"/>
                </wsdl:operation>
                <wsdl:operation name="Update">
                        <wsdl:input message="rnw_v1_2:UpdateRequest"/>
                        <wsdl:output 
message="rnw_v1_2:UpdateResponse"/>
                        <wsdl:fault message="rnw_v1_2:RequestErrorFault" name="RequestErrorFault"/>
                        <wsdl:fault message="rnw_v1_2:ServerErrorFault" name="ServerErrorFault"/>
                        <wsdl:fault message="rnw_v1_2:UnexpectedErrorFault" name="UnexpectedErrorFault"/>
                </wsdl:operation>
                <wsdl:operation name="Destroy">
                        <wsdl:input message="rnw_v1_2:DestroyRequest"/>
                        <wsdl:output message="rnw_v1_2:DestroyResponse"/>
                        <wsdl:fault message="rnw_v1_2:RequestErrorFault" name="RequestErrorFault"/>
                        <wsdl:fault message="rnw_v1_2:ServerErrorFault" name="ServerErrorFault"/>
                        <wsdl:fault message="rnw_v1_2:
      UnexpectedErrorFault" name="UnexpectedErrorFault"/>
                </wsdl:operation>

RightNow Object Query Language (ROQL pronounced "Rockwell") provides a query subsystem that enables clients of the API to perform SQL-like queries against the Oracle RightNow Cx platform. The language evolved from Object Query Language (OQL), a query language standard developed by the Object Data Management Group (ODMG) for object-oriented databases modeled after SQL.

ROQL supports querying objects only. QueryObject enables calling applications to retrieve data as a list of objects.

Example 1-2 ROQL Query Example to Retrieve Details of an Incident with a Specific ID

select Incident from Incident I where I.ID=102345

The Oracle RightNow adapter exposes the capabilities defined in the Standard WSDL in a simpler graphical object-operation view hiding the complexities of the interface from the integration modeler. In contrast to the polymorphic interface definition, the Oracle RightNow adapter generates a strongly-typed service operation from the design-time configuration. This significantly simplifies the data mapping exercise.

Prerequisites to Using the Oracle RightNow Adapter

The following are the prerequisites for you to start modeling integrations using the Oracle RightNow adapter with either the SOA Suite or Oracle Service Bus.

In addition to these prerequisites, you must ensure that you have the correct supported version of the SOA Suite and the Oracle Service Bus. For information on supported versions and platforms, see the release certification matrix at http://www.oracle.com/technetwork/middleware/ias/downloads/ fusion-certification-100350.html.

Obtain the standard WSDL. For more information on the Standard WSDL, see the Oracle RightNow Connect Web Services for SOAP Developer Guide "WSDL Retrieval."
Ensure you have valid RightNow Cx credentials. For more information, refer to the section "Oracle Cloud Adapter for Service Cloud Connection Parameters," in the Oracle RightNow Connect Web Services for SOAP Developer Guide.
Obtain client certificates. For more information, refer to "Service Cloud Certificate into Client/Server," in the Oracle RightNow Connect Web Services for SOAP Developer Guide.

Oracle RightNow Adapter Design Overview

The Oracle RightNow adapter can have multiple adapter instances. An adapter instance is basically a configured Oracle RightNow adapter, which can connect with the RightNow CX Server and invoke the RightNow Cx cloud operation which you have selected during configuration.

Each adapter instance has its own artifacts, for example, Integration WSDL and JCA file.

Because each adapter instance points to a single RightNow Cx cloud operation, there is a one-to-one correspondence from adapter instances to RightNow Cx cloud operations. For the list of supported operation, see Understanding Create, Read, Update, and Delete Operations.

The adapter instances are part of the SOA composites. Each time the adapter wizard is run, it creates one instance of the Oracle RightNow adapter.

An Oracle RightNow adapter instance consists of a JCA file, a WSDL, and a reference element added to the composite.xml.

The Oracle RightNow adapter supports RightNow making outbound synchronous calls from the Oracle SOA Suite.

The Oracle RightNow adapter runtime framework uses the artifacts generated in the above steps.

Table 1-1 shows the adapter configuration wizard-generated SOA composite adapter artifacts, together with notes.

Table 1-1 Oracle RightNow Adapter Artifacts

Artifact	Notes
`rightnowReference.wsd`l	The Oracle RightNow adapter supports Standard WSDL only.
`<serviceName>_rightnow.jca`	The JCA file contains the internal implementation details used by the adapter during run-time. It contains the different interaction and connection properties used by the adapter. The operations describe the action that must be taken against the end point, such as Create, Update, etc. The contents of the file are determined by choices made during the Adapter Configuration.