RightNow CX
RightNow CX is a web-based CRM (Customer Relationship Management) software platform that enables users to access information using a Web Services Interface.
Supported Versions
• RightNow CX May 10 release and later
Installation Requirements
The user must have a functional RightNow CX account. Also, the Web Service API for your organization must be enabled within the RightNow CX platform.
Property Options
The following source (S) and target (T) properties.
Supported Entities
The connector supports both RightNow defined entities and custom entities. It also supports read/write from custom fields in both entity types.
Supported Operations
The RightNow CX connector supports CRUD operation types on both primary and custom entities.
Data Type Support
The data type in both source and target fields should not be changed. Changing the data type in a target field may cause write failure.
The following data types are used in RightNow CX:
• Boolean
• Date
• DateTime
• Decimal
• Integer
• Long
• String
Connector Specific Notes
Object ID Ignored in Insert operation
When inserting a new object into RightNow, the ID field is ignored and a new ID will be assigned to this object automatically by RightNow.
File Attachment type sub-objects are not supported
Currently, the File Attachment type sub-objects are not supported. This includes FileAttachment, FileAttachmentAnswer, FileAttachmentCommon, and FileAttachmentShared.
Working with custom objects
The RightNow CX connector supports custom objects. Working with custom objects is similar to working with primary objects. The only difference is the object name used. Primary objects use the name of the class such as "Contact." Custom objects use a combination of the package name and the custom object name to uniquely identify the custom object. The package name and object name are joined by a dot (.). For example, for a custom object package called CO and a custom object named PurchasedProduct, you would reference this object as CO.PurchasedProduct.
RightNow Object Query Language (ROQL)
In a source connection, you can use a query statement to query for objects or fields. The RightNow CX connector supports RightNow Object Query Language (ROQL) only.
The RightNow Object Query Language (ROQL, pronounced "Rockwell") provides a query subsystem that allows clients of the API to perform SQL-like queries against the RightNow CX platform. The query language is based on a subset of Object Query Language (OQL), a text-based SQL-like query language that has been extended to handle object notation.
Syntax
ROQL supports both object query and fields query.
Object query
SELECT primaryObjectReference FROM primaryObject [WHERE conditionExpression] [LIMIT number_of_rows] [OFFSET start_index]
SELECT <Parent Object>.<Parent to Child Relationship Name> FROM <Parent Object> SELECT <Child Object>.<Child to Parent Relationship Name> FROM <Child Object>
Fields query:
SELECT fieldList from primaryObject [WHERE conditionExpression] [LIMIT number_of_rows] [OFFSET start_index]
Special usage
LIMIT
Limit can be used to limit the number of rows that will be returned in the query. For example, the following query will return the first 100 Contact objects with the Contact first name populated.
SELECT Contact.Name.First FROM Contact LIMIT 100;
OFFSET
Offset can be used to specify the offset or start index for the returned results. For example, the following query will return the first 100 contacts beginning at the 101 entry.
SELECT Contact.Name.First FROM Contact LIMIT 100 OFFSET 100;
Relationship Queries
Relationship queries are defined to help navigate between related objects, serving as a shortcut for performing two selects during query operations. Relationships can chained by adding a dot (.) followed by the appropriate relationship name. For example, the query below starts at Incident, goes to Organization, then goes to Contact to list the last names of all contacts for the organization to which the incident belongs.
SELECT Incident.ParentOrganization.Contacts.Name.Last FROM Incident;
Relationship between primary objects:
Query Custom Objects
Custom objects can be queried through Connect Web Services for SOAP in a similar fashion to the primary RightNow objects. The syntax used to query custom object data is as follows: Package.ObjectName in the SELECT clause and Package.ObjectName in the FROM clause. For example, if there were a CO package and an RMA object, the query would be this:
SELECT CO.RMA from CO.RMA;
Examples
Search all Contact objects:
SELECT Contact FROM Contact;
Search an Incident object from incident with 1D=7:
SELECT Incident FROM Incident I WHERE I.ID = 7;
Search a field in Name sub-object in Contact object:
SELECT C.Name.First FROM Contact C;
Search a field in Name sub-object in Contact object with WHERE clause:
SELECT C.Name.First FROM Contact C WHERE C.Name.First like 'C%';