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Blocking of Third Party Cookies Causing Error on iFramed RightNow Pages (3 Comments)

February 7, 2014, 9:04 am
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Topic by Mike Morris

Content

Internet Explorer 11 seems to block all Third Party Cookies by default (in previous IE versions, only certain types of 3rd party cookies were blocked by default).  We've recently had a growing number of members (customers) who are using IE 11 report that they when they tried to access the Help section of our web site (which is RightNow, presented in an iFrame), they were instead seeing a message regarding how to unblock cookies.

I tracked the messsage down to the RightNow error.php Customer Portal file.  The message base entry associated with the error condition tripping in this case had previously been updated to address Safari users who needed to unblock cookies in order to access the RightNow pages.  We've now updated the message to include instructions for unblocking 3rd party cookies in IE 11, which will allow users access.

This, however, is not an acceptable customer experience.  As IE 11 adoption grows (and perhaps the blocking of all 3rd party cookies by default becomes standard in other browsers), we can't have our members being prevented from using the Help section of our website until they make a settings change in their browsers.  This seems to be specific to cases where Pass-Through Authentication between our web site and RightNow is invoked, but that's the majority of our user sessions.

I'm not sure where to begin in further addressing this issue.  Does this mean that we can no longer present RightNow in an iFrame (which would be a fairly radical change that might meet with internal opposition)?  Is there a way for RightNow to function properly (including the calculation of the number of user sessions) without cookies enabled?

Any help or insight would be greatly appreciated!

-Mike Morris

Version

RightNow Customer Portal 2, Software Version:Oracle RightNow CX Cloud Service February 2013 (Build 123) SP5
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myOpenID has ceased to be

February 12, 2014, 4:40 pm
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Topic by Robert Lund

Unfortunately myOpenID has recently closed its doors. Previously, we included myOpenID in the Customer Portal reference implementation as an option for user's to login with. Going forward, we've removed myOpenID from the reference implementation.

If you are using myOpenID on your site, we recommend that you remove it from the list of options on your login_form. Your users will be able to recover their login credentials using the standard account_assistance page.

If you would like to proactively reach out to any of your user's that were using myOpenID, you can compile a list using an Analytics report. Just add the openid_accounts and contacts tables to your dataset. Add contacts.email to your columns, and the filter to use is openid_accounts.openid_url LIKE '%myopenid.com%'. That should give you a list of all of the appropriate contacts. If you have any additional questions, please let us know.

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Redirecting the emails to different groups

February 13, 2014, 4:06 am
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Topic by Yaghwinder Bhatti

Content

Hi,

 

i have a page ask.php in the RightNow customer portal for incident logging. the incident gets submitted to a buiness group. I want to send the email to different business group based on what the user selects in Product/ Category disposition. need help to manage such settings in RightNow console

Version

CX August 10 SP5
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sort to handle answers on interface level (7 interaces) (1 Comment)

February 13, 2014, 6:12 am
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Topic by Axel Lintzen

Hi all,

i search for a solution to handle our answers on interface level.

We have for every country and language an interface.

Germany, Austria, Switzerland, Netherlands, Belgium. For Belgium and Switzerland also French.

Which report or report parameters i can use to show which answers are for which interface.

As example at the moment we started with a german interface and we use the language (answers.lang_id)

to sort and handle our answers.

Can you help me to find or create a usefull report?

Thank you

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Syndicated Chat for Two Timezones (4 Comments)

February 10, 2014, 7:59 pm
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Topic by TRJ

Content

We are using syndicated chat on an external portal. Our client has just 1 chat instance with US timezone (being used in their US portal) and would like to extend it for their canadian portal as well

Ideally, it requires a seperate canadian interface with their timezone.However, customer does not want to spend $ on a new interface

am not a tech geek myself but feel we can handle this scenario with Java script changes in widget.  Has anyone tried this ? If so, if you can share the source code that would be great

Version

Nov13
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Running External Event from a browser

February 13, 2014, 12:24 pm
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Topic by Diane Kohnert

Content

Hi,

In the past, I could run an External Event from a browser (to test it before uploading via HMS).  This looked like this:

 
https://<interfacename>.custhelp.com/cgi-bin/<interfacename>.cfg/php/ext_evt/ee_process_files.php    
**(where ee_process_files is the name of my External Event)
 
Now, I am unable to do this and instead I get "there has been an error with your request".  
 
Does anyone know why this is?  

Version

August 13

Code Block

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How do I get the count of user sessions? (5 Comments)

April 3, 2013, 9:43 am
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Topic by Ashok P

Content

We are accessing answer pages hosted on the customer portal through mobile devices via the browser and would like to understand how usage with direct access to answer pages affects the session count which is taken into account for billing.

From what we understand the session for web page views is managed by cookies in the browser (and cookies are enabled in our case, both in the browser and the CP configuration) and the session timeout is 15 minutes. We tried to validate this by monitoring the 'cp_session' cookie on the device between page views and the value for that cookie changes with each page view - so this doesn't seem to be a session identifier alone and seems to be tracking more info.

Is there a report available that will show the current session count - so that we can verify the actual session counts with each page access from the mobile device and make sure answer pages access from the same device re-use the session (until the timeout occurs)?

Version

RightNow CX November 2011 (Build 133) SP6
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Getting error when trying to promote from development to staging (3 Comments)

February 4, 2014, 8:58 am
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Topic by Chris Hessler

Content

we are trying to promote standard.php and ask.php to the staging area.

We are getting the following error:

02/03/2014 11:48 AM Error - In /views/templates/standard.php, the '<rn:theme path="/euf/assets/themes/standard" css="site.css,upgrade.css,/rnt/rnw/yui_2.7/container/assets/skins/sam/container.css" />' tag specifies a path, '/euf/assets/themes/standard', which resolves to '/euf/rightnow/staging/staging_01/temp_source/assets/themes/standard', which cannot be read.

not sure if this is the same as another ticket that stated that themes should not be shown with the full path in php files or not.

any thoughts would be greatly appreciated.  this is the first time since our upgrade, I think, that we have tried to promote anything.

Version

May 2013 (Build 120) SP4
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Fetch product ID from answer (2 Comments)

February 18, 2014, 4:05 am
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Topic by Alexander Berndt


Hi there, would anyone be able to help? I want to fetch the product ID from the answer that is being viewed on the answer page in order to pass that value to a widget attribute.

Any ideas?

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Custom Attribute in Ask Page Widget (1 Comment)

February 18, 2014, 3:05 pm
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Topic by Stuart Concannon

Content


Hi. To display a custom field on the incident table on the ask page, I would write something similar to:

<rn:widget path="input/FormInput" name="Incident.c$myfieldname" />

However, if the field is a custom attribute created via the custom object designer, against the incident table, is it still possible to surface this on the ask page using the standard widgets, or is a custom widget required?

Thanks. Stuart

 

Version

Nov12 CP v3
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Add session ID, product id and sender's username to the "Email this page" email (1 Comment)

February 18, 2014, 10:15 am
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Topic by Joe Prehoda

First let me say that I've already posted this in the marketing forum. I've gotten a few views, but no replies so I figured I'd try this forum since it's a bit more active. My apologies if this disrupts anything, but I'd really like to get an answer for this.

 

I'm in the process of adding a link to my "Email this page" email (forward.php in the filemanager). This link will require specific parameters to function properly. Without going into detail as to why (business reasons), these parameters will have to include data such as the session id, the product id and the sender's username.

 

Is it possible to get that information into that email?

 

Thanks in advance for any help.

 

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Check for products that don't have answers (6 Comments)

February 6, 2014, 9:32 am
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Topic by Andrew Fandre

Sorry if this is something easily constructed, I'm still new to CP.

I have a product list of over 100 products. About a dozen of them don't have answers associated with them. We want to notify the customer if there are no answers associated with the product if they happen to search on that product.

In order to notify the customer in the Answers/List page, we a manual url_parameter_check check on the product ID against a list of products that don't have answers associated with them yet. This is not the best solution, because when an answer is posted for the product, we have to manually update the page and remove the product id from the url_parameter_check list.

Is there another strategy to handle this situation?

Thanks in advance

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Custom AJAX endpoint (2 Comments)

August 12, 2013, 11:26 pm
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Topic by Ondrej Broz

Hi, 

I would like to create custom AJAX endpoint for checking when conditional chat is closed or not. I have to use request-response concept because client is using chat within IFRAME (so it means two different domains). In custom ChatDisconnectButton widget I have something like this

close_chat_ajax: function()

{
//this.w_id = this.data.info.w_id;
w_id = this.data.info.w_id;
var eventObject2 = new RightNow.Event.EventObject(this, {data: {w_id: this.data.info.w_id}}); 
//event
RightNow.Event.fire("evt_chatCloseButtonClickRequest", new RightNow.Event.EventObject(this, {data:{message: this._container}}));
RightNow.Ajax.makeRequest(this.data.attrs.ajax_request, eventObject2.data, {
successHandler: function(response){  console.dir(response);}, scope: this, data: eventObject2, json: false});
}
 
and I can see plain text is returned as response when chat is closed. However I am not able to check it with AJAX call.
 
$.ajax({
                               cache: false,
                               dataType: "text/html",
                               url: "<mysite>/ci/ajax/widget/custom/chat/ChatDisconnectButton2/close_chat_ajax/w_id/2",
                               success: function(data) { do something}
                       });

I am always getting error as response - sometimes it says "There's no widget instance id specified ..." (which is strange because I am passsing w_id as a parameter in request URL and it has correct value I believe), 

What am I doing wrong? 

Help would be appreciated.

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Trigger notifications

February 19, 2014, 3:05 am
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Topic by Lorna

Content

Hi,

We have created a page instead of a FAQ because it's fairly complicated and requires widgets. We would like to make use of the notifications option that answers have ... I noticed a model for notifications.

Is there any way we can trigger the notification of an answer (we can set it up as a URL) when we update the page?

Thanks,

Version

November 2012
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Display Custom Object on CP filtered on logged in session (4 Comments)

February 19, 2014, 8:08 am
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Topic by Josh Palmeri

Content

Hi!

I have a CBO in RN which I need to display on CP. I have a report to pull the data using reports/Grid2 widget:

<rn:widget path="reports/Grid2" report_id="119250" per_page="10"/>

Problem: I do not see a way to filter on the currently logged in session. It seems this is default func with a standard object (Incidents) but not with my CBO's.

Do I need to edit my controller and add a filter for c_id?

Thanks,

Josh

Version

12.11
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Calling the external web service from Customer Portal and getting the response back to CP field

February 20, 2014, 1:48 am
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Topic by Shreyas Pandhari

Content

Hi,

I need to call an external  web service from the customer portal, say from ask.php. Once the user clicks on Submit button the Service Request should be synced with external system. A response from external system should be logged in to the field on Customer portal (say an Integration ID of the incident created in external system). I am aware this is possible in case of Agent Desktop using Add Ins but not sure about how to implement it from Customer Portal perspective.

In addition to above query, can anyone just comment on how to call external web service from Customer portal pages on a button click?

 

Thanks,

Shreyas

 

  

Version

Feb 13
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Oracle RightNow CX Cloud Service 2012 Essentials (10 Comments)

March 26, 2013, 2:57 am
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Topic by Mark Fowkes

Hi All,

Has anyone passed the Oracle RightNow Exam mentioned above, I due to take it shortly and wondering if anyone had any inside information ?

 

Regards,

 

Mark

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How to integrate RightNow with EBS ?? (2 Comments)

January 27, 2014, 9:43 pm
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Topic by Pramod Kumar

Hi,

I need to integrate RightNow with EBS. to store the data and to extract the information. What was the basic steps that i need to do to perform this task.

Can any one help me to do this ??

--Thanks & Regards,

A.Pramod Kumar.

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Document Download Error

February 20, 2014, 3:59 am
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Topic by Deepthi Suresh

Hi All

I am working on a requirement of downloading a document which is being uploaded against contact or incident from CP.

Am doing that by using getAdminURL and i will download it on click of the name of the document.

But i came across a scenario later sayin one of the document which is being uploaded against contact is not downloadable.Chcked the same from console. Even there the document is not downloadable. If i click on download link the window opens and stops there. No action.

 

Any guess why this happens? Is there any problem while uploading causing the issue?

 

Thanks in advance for the replies.

 

Regards,

Deepthi Suresh

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Fatal error: Class 'SoapClient' not found (1 Comment)

February 20, 2014, 8:30 am
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Topic by Shreyas Pandhari

Content

Hi,

I am trying to invoke an external web service from RightNow Customer Portal PHP page. However, I am facing an error as:

Fatal error: Class 'SoapClient' not found in /scripts/cp/customer/development/views/pages/weather_launch/weather.php on line 39

1. Can we invoke/hit the external web service from CP pages on a button click?

2. Currently, I am just trying to check whether I am able to hit the webservice (simple code snippet is provided below). Is there anything that I am missing out to set? Over the net I got info that WSDL cache needed to be set in php.ini configuration file. In RightNow context, if we need to set the WSDL caching related parameters in php.ini on the server side (which resides with Oracle team)?

There is no or very less documentation I can find on forum and internet. I would appreciate if some one can provide the related documentation.

3. Is it related with the RightNow version by any chance? (Feb 13)

 

Since the version is Feb13, async event handler is out of scope and we don't want to implement using the custom processes but from Customer Portal only.

 

Thanks,

Shreyas

Version

Feb 13

Code Block

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