Topic by Vinoth A

Content

Hi team,

I would like to display the rss feed content to display with my own template(different from default template for KB) and styles in a page. For that i have uploaded the php file in the "assets" folder, but here it directly shows the php code, it has not compiling with apache engine. so please tell me where do we need to upload this php and can get the url for that page.

Thank you

Vinoth

Version

Topic by Chidambaram Chidambaram

Content

I am getting following error msg, when I create Custom widget, I will provide code

"Widget Error: custom/KBTest - \Custom\Widgets\KBTest Widget controller class name must be the same as its containing folder and be declared in the correct namespace."

Controller.php

<?php
//namespace Custom\Widgets\answers;
namespace Custom\KBTest;
if (!defined('BASEPATH')) exit('No direct script access allowed');

class KBTest extends \RightNow\Libraries\Widget\Base {
// Class name format of the list which stores the 1st, 2nd, 3rd or 4th
// level categories. Used in the JS as well.
const CLASS_NAME_CATS = 'rn_Lvl%dCat';

  }

I have placed all my widget code in widgets/custom/KBTest/1.0/

Code Block

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

Topic by Pramod Kumar

Hi 

I created an Add_in contains one textbox and one button  using Visual studio 2010, If we click on the button then the new web page will be get open basing on the textbox value.  And i imported in to the console. It was working fine. Now i need to pass the text from the customer portal website. What ever the data we are entering in the customer portal that number has to come in the add-in textbox which is there in the rightnow console. Can anyone suggest me how to work on that??

Topic by RNWCustNumb1

Content

In a custom ask a question page i've built in CP, i need to have the product and category to be automatically set in the incident when the form is submitted, and i'm doing that by setting the default_value attribute as shown below.

However, i do NOT want the user to be able to change the settings -- and so i want to HIDE the two Combo boxes -- how can i do that

I"ve included the code snippet of what i have presently

I tried to override the style and that didn't work.

I'm probably missing something silly and simple, and i searched in the forum and didn't find a direct hit solution.

Help anyone out there! Thanks in advance!

John

Code Block

Topic by Alexander Berndt

Content

Hey, I got a widget that displays answers from a custom report. However I want it to filter by a product so I've added a run-time filter to it named "Product" with the "Equals" operator.

Running the getRuntimeFilters on the report outputs the following array:

array(1) { [0]=> array(11) {
    ["fltr_id"]=> int(3)
    ["name"]=> string(7) "Product"
    ["type"]=> int(1)
    ["oper_id"]=> int(1)
    ["data_type"]=> int(1)
    ["optlist_id"]=> int(9)
    ["expression1"]=> string(26) "answers.map_prod_hierarchy"
    ["attributes"]=> int(273)
    ["default_value"]=> string(5) "~any~"
    ["prompt"]=> string(7) "Product"
    ["required"]=> int(0) } }

I've popped the filter code below:

Version

Code Block

Topic by ihays

Content

 I recently got a request wondering whether or not it is possible to add either a rollover image or button in the Search for FAQs section of the Support Home Tab.  I am thinking this is not possible, but I am not 100% on this.  I was hoping someone could either confirm or deny this, and if I am incorrect on this, then how would I go about add such a thing to this section. (NOTE:  This should be displaying only on the Support Home Tab.)  I have included a screen shot of where the image/button would need to go.  If you could please let me know, then that would be great.  Thanks in advanced.

Ian

Image

Topic by Andrew Fandre

Content

I have a report that shows all products that have answers. Can I make a rule that will show SmartAssist only if there are answers for that product? Or hide smart assist if there are no answers for that product?

Thank you, 

Andrew

Version

Topic by Suresh Kumar T

Content

Hi,

  I am trying to push incident data to a web service (dummy one created using WCF) from hooks data for the event "post_incident_create". But its not sending any data. Kindly suggest.

Version

Topic by Chidambaram Chidambaram

When,  I make the Ajax request from logic.js to AjaxCustom.php,  I did not get any response or error.  I am getting alert("1") popup, after that no response. I could not find any log files related to this issue in the CP folders. My model file located at "models/custom/KBTest.php" (Class name "class KBTest extends \RightNow\Models\Base"). How to trace this error?  Can I write log files using code?  I will provide my code for your reference. Your response is highly appreciated.

-------------------------------------------------------------------------------------
logic.js
-------------------------------------------------------------------------------------
/**
     *    Executes an AJAX request to get the categories under the category
     *    with the specified ID.
     *    @param parentCatId Number the ID of the category that the user clicked
     */
    _getCatsAndAnswers: function(parentCatId, catLvl) {        
        // Store a reference to the widget to allow other functions to be called
        // once the categories have been retrieved
        var categoryTriageWidget = this;
                
        alert("1");
        
        
        // Store the cat ID in the global variable CatId for other functions to use
        CatId = parentCatId;
        
        var callback = {
            successHandler: function(res) {            
                // Attempt to parse the results
                var resObj = RightNow.JSON.parse(res.responseText);
                alert("2");
                // JSON received and parsed successfully
                if (resObj) {
                    // New cats only displayed if selected category was level 1 or 2
                    if (catLvl < 3) {
                        alert("3");
                        categoryTriageWidget._displayCats(resObj.cats, catLvl);
                    }
                    alert("4");
                    // Display the new list of answers
                    categoryTriageWidget._displayAnswers(resObj.answers);
                // JSON string failed to decode
                } else {
                   alert("Error");
                    // Display error message
                    RightNow.UI.Dialog.messageDialog('Categories and answers failed to be retrieved. Please try again later.');
                }
            },
            
            // AJAX request failed
            failure: function() {
                RightNow.UI.Dialog.messageDialog('Categories and answers failed to be retrieved. Please try again later.');
            }
        };
        
        // TODO: Check if AJAX call already in progress. If so, terminate it and store new connection info.
        
    
        RightNow.Ajax.makeRequest("/ci/AjaxCustom/getSubCatsAndAnswers", {
            parentCatId: window.CatId//,
            //productId: window.ProdId
        }, callback);
    },
--------------------------------------------------------------------------------------------------------
Ajaxcustom.php
--------------------------------------------------------------------------------------------------------
-----------/**
     * Function which pulls the Sub categories and Answers
     */
    function getSubCatsAndAnswers() {    
    
        // ID of the category that the user clicked
        $parentCatId = $this->input->post('parentCatId');
        // Load the custom model to fetch the data we need
        $this->load->model('custom/KBTest');
        
        // Store the results of the ROQL queries
        $roqlResSubCats = null;
        $roqlResAnswers = null;
        
        // Format ROQL Result Sets into arrays
        $cats = null;
        $answers = null;

        try {
            // Get the categories under this parent category
            $roqlResSubCats = $this->KBTest->getSubCats($parentCatId);

            // Format the ROQL result set
            $cats = $this->formatResultSet($roqlResSubCats);
        // Exception thrown while initialising conn. to API/executing ROQL query
        } catch (Exception $ex) {
            // Return the error message
            $cats = $ex->getMessage();
        }
        
        try {
            // Get any answers linked to the category
            $roqlResAnswers = $this->KBTest->getCatAnswers($parentCatId);            
            $answers = $this->formatResultSet($roqlResAnswers);
        } catch (Exception $ex) {
            $answers = $ex->getMessage();
        }
        
        // JSON encode the results and send to client
        echo json_encode(array(
            'cats'    => $cats,
            'answers' => $answers
        ));
    }
  

Topic by Jessica Mock

 Hello

I was wondering if there is any way within chat to create an email button so that customers could email themselves the chat transcript. The email button will display next to the ChatPrintButton. FYI, we are still using November 2009 version but will be upgrading later this year to the most up-to-date version.

Topic by anurag mittal

Content

I am having different conditional section on article which has different access level. It works fine everywhere but not during Chat. When I send Knowledgebase article as link in chat conversation, end-user is able to see only those section of article which they have access but when I send Knowledgebase article as text (by directly clicking on ‘Send as text’ link on search knowledgebase report) it doesn’t work according to access level, in this case end-user is able to see whole article irrespective of access level.

Is this a product bug as according to me it should work properly based on access level? Has anyone else faced this problem? Did they get any solution? Could Oracle developer put their thought?

I did some R&D and found that all data are being sent to customer portal by RightNow.Chat.Controller.ChatCommunicationsController irrespective of checking answer_section access level. And even Chat/ChatTranscript widget doesn’t have any validation to check answer_section access level before finally pasting it to portal.

I have customize ChatTranscript widget to fix it (by adding validation on _preProcessText ()), but just wanted to know whether this is right approach or it can be done some other way or it is a bug.

Regards.

Version

Topic by Bill Kantz

Is there a way on the CP side to show a specified queue wait time?

Topic by Pooja Raju

Content

Hi, 

I would like to have co-browse option inside proactive chat. I have the co-browse widget and proactive chat widget included in my CP page.  We were thinking if co-browse is possible to include inside proactive chat !

Please let me know if anyone has tried or has any idea how to do it ?

Thanks

Pooja

Version

Topic by Manish Kumar

Content

Hi,

Is it possible for me to include contacts name while the chat greeting is presented to the customer. The message base that is being used is CHAT_GREETING_MSG

The default value is Hi, my name is <agent_login>. How may I help you?

So in the chat window, the customer see the message Hi, my name is Manish Kumar. How may I help you?

My requirement is to address the customer with his name ex;

Hi Smith, my name is Manish Kumar. How may I help you?

What should be syntax I can use to display the customer name in chat greeting?

Thanks

Version

Image

Topic by Nawal

Content

 I am trying to create a connection with the RightNOw demo site using Cyberduck.

I am using WebDav(HTTP/SSL) as the connection type.

After providing the login information, i get the following error when i try to connect:

"The requested name is valid, but no data of requested type was found"

Not sure what is happening. I am trying to refernce the Rightnow demo customer portal and I have windows 7 as the OS

Version

Image

Topic by Daniel Schmidt

Content

Hello everybody!

What I am trying to archive is to include all my images in all my answers via a dynamic path. So istead of:

<img src="http://hostname.org/lib/img/image1.jpg"/>

I would like to add a variable to the path:

<img src="$img_path/image1.jpg"/>

I looked up in the documentation how to add variables to answers: http://documentation.custhelp.com/euf/assets/docs/february2014/olh/wwhelp/wwhimpl/common/html/wwhelp.htm?context=crm&file=css_user_answers.49.43.html#1132918

But that doesn't seem to work withing html-tags. I also tried wrappen the variable with brackets like {} or [], but that didn't work.

Is there a solution to this? Am I also to use a variable within an HTML-tag in an answer?

I could also imaging using a widget/helper like <rn:img path="img1.jpg"/> if that is possible. Could you guide me how to do it?

Thank you very much!
Daniel

Version

Topic by Sandeep Neelam

Content

Hi,

Have a requirement where I need the chat id/incident reference number when the chat is still going on.

Currently the incident reference number can be retrieved only when the chat ends.

I am able to get the Incident Ref Number based on the email generated. I use the email to get the incident reference number by which I can get the chat transcripts.

Is there a way out to get the Incident Reference Number when the chat is going on (from the Customer Portal side)?

Thank you.
Sandeep Neelam

Version

Topic by Chidambaram Chidambaram

When,  I make the Ajax request from logic.js to AjaxCustom.php,  I did not get any response or error.  I am getting alert("1") popup, after that no response. I could not find any log files related to this issue in the CP folders. My model file located at "models/custom/KBTest.php" (Class name "class KBTest extends \RightNow\Models\Base"). How to trace this error?  Can I write log files using code?  I will provide my code for your reference. Your response is highly appreciated.

-------------------------------------------------------------------------------------
logic.js
-------------------------------------------------------------------------------------
/**
     *    Executes an AJAX request to get the categories under the category
     *    with the specified ID.
     *    @param parentCatId Number the ID of the category that the user clicked
     */
    _getCatsAndAnswers: function(parentCatId, catLvl) {        
        // Store a reference to the widget to allow other functions to be called
        // once the categories have been retrieved
        var categoryTriageWidget = this;
                
        alert("1");
        
        
        // Store the cat ID in the global variable CatId for other functions to use
        CatId = parentCatId;
        
        var callback = {
            successHandler: function(res) {            
                // Attempt to parse the results
                var resObj = RightNow.JSON.parse(res.responseText);
                alert("2");
                // JSON received and parsed successfully
                if (resObj) {
                    // New cats only displayed if selected category was level 1 or 2
                    if (catLvl < 3) {
                        alert("3");
                        categoryTriageWidget._displayCats(resObj.cats, catLvl);
                    }
                    alert("4");
                    // Display the new list of answers
                    categoryTriageWidget._displayAnswers(resObj.answers);
                // JSON string failed to decode
                } else {
                   alert("Error");
                    // Display error message
                    RightNow.UI.Dialog.messageDialog('Categories and answers failed to be retrieved. Please try again later.');
                }
            },
            
            // AJAX request failed
            failure: function() {
                RightNow.UI.Dialog.messageDialog('Categories and answers failed to be retrieved. Please try again later.');
            }
        };
        
        // TODO: Check if AJAX call already in progress. If so, terminate it and store new connection info.
        
    
        RightNow.Ajax.makeRequest("/ci/AjaxCustom/getSubCatsAndAnswers", {
            parentCatId: window.CatId//,
            //productId: window.ProdId
        }, callback);
    },
--------------------------------------------------------------------------------------------------------
Ajaxcustom.php
--------------------------------------------------------------------------------------------------------
-----------/**
     * Function which pulls the Sub categories and Answers
     */
    function getSubCatsAndAnswers() {    
    
        // ID of the category that the user clicked
        $parentCatId = $this->input->post('parentCatId');
        // Load the custom model to fetch the data we need
        $this->load->model('custom/KBTest');
        
        // Store the results of the ROQL queries
        $roqlResSubCats = null;
        $roqlResAnswers = null;
        
        // Format ROQL Result Sets into arrays
        $cats = null;
        $answers = null;

        try {
            // Get the categories under this parent category
            $roqlResSubCats = $this->KBTest->getSubCats($parentCatId);

            // Format the ROQL result set
            $cats = $this->formatResultSet($roqlResSubCats);
        // Exception thrown while initialising conn. to API/executing ROQL query
        } catch (Exception $ex) {
            // Return the error message
            $cats = $ex->getMessage();
        }
        
        try {
            // Get any answers linked to the category
            $roqlResAnswers = $this->KBTest->getCatAnswers($parentCatId);            
            $answers = $this->formatResultSet($roqlResAnswers);
        } catch (Exception $ex) {
            $answers = $ex->getMessage();
        }
        
        // JSON encode the results and send to client
        echo json_encode(array(
            'cats'    => $cats,
            'answers' => $answers
        ));
    }
  

Topic by Dennis ONeill

Content

Is it possible to display both the text and description of a message base on the Customer Portal?

I don't see a page tag capable of displaying the description in the tag library, so I am guessing the answer is, 'no'; but, I wanted to make sure I wasn't missing anything.

Thanks.

Version