Oracle RightNow intergration with Oracle EBS

Steps to enable DFF for the Service Request Form:

1.(R) System Administrator -> Application -> Flexfield -> Descriptive -> Segments. Here, query for the Application ‘Service’ and Title ‘Additional Information’.

2.Next, uncheck Freeze Flexfield Definition to create new Segments under the Global Data Elements Context Value.

3.Next, click on Segments to create new segment definition. Enter the Name, Window Prompt value as required and select the Attribute column where the Incident ID from Right Now will be stored.

In this case, the available Attribute columns for use are as displayed below. We have chosen EXTERNAL_ATTRIBUTE_11 to store the Incident ID from Right Now. Only EXTERNAL_ATTRIBUTEs are reserved for use in this DFF and we cannot use INCIDENT_ATTRIBUTEs as it is reserved for the DFF ‘Additional Information for Agents’

4.Once the definition is complete, save the work and check the Freeze Flexfield Definition checkbox

5.Next, click on Compile to compile the new DFF definition

Once the changes are saved successfully, Create a Service Request with the Incident ID saved in the EXTERNAL_ATTRIBUTE_11 column of the table CS_INCIDENTS_ALL table and view the ‘RightNow Incident Number’ in the DFF

For testing, we created an OracleSR 46788 with Right Now Incident Number 12345

Steps to query for the Oracle SR based on the Right Now Incident Number:

1.Navigate to (R) Field Service Manager?Field Service Dispatcher?Service Request?Service Requests?Create Service Requests.

2.Enter Query mode (i.e. F11) and click on the DFF at the header level which will open up the ‘Additional Information’ DFF wherein we need to enter the Right Now Incident Number i.e. 12345 and click Ok

3.This will take us back to the Service Request form and here we need to execute the Query (i.1. Ctrl + F11). This will retrieve the Service Request #46788 based on the Right Now Incident Number

Steps to Add “Save Incident” AddIn 

1. Agent Desktop -> Logged in as Admin1

2. Created WorkSpace AddIn  using Visual Studion and edited Incident WorkSpace for the profile Admin.

Using following screen , we can identify the Incident Workspace

Select Profile -> Workspaces/WorkFlows->Select search icon corresponding to Incident

3. Added the “Save Incident AddIn” to the RightNow Agent Desktop

There are two methods:

a) Using Developer Mode

Go to Profile->Select Profile->Add-Ins tab->check the radio button against ‘Developer Access’

Move the AddIn (dll file) to “<system user profile> \RightNow\AddIns\” folder

For Example: C:\Users\Aslam\RightNowDev\AddIns\RightNow Global Ribbon Add-In1\

Then logout and login.

We can see the “Save Incident” button in Incident Workspace.

b) Uploading AddIn to the server

From the Agent Desktop , go to Configuration->Site Configuration->AddIn Manager

Select “New” and browse for the dll file and click Open

Click Profile Access from ribbon and add select the Profile and interfaces.

Ensure Developer Access is disabled and corresponding Add In Access in enabled

Steps to Test  ”Save Incident” AddIn

1. Logout and Login as Admin1 and search for the contact “Arun Krishna” from the Navigation

2.It will list the Profiles and select the correct Profile

3.It Open the Profile. We can see the Contact Incidents.

4. Select the latest Incident from the list and Click the Save Incident Button:

Ensure, you have logged in the Oracle EBS as SYSADMIN before you click the button.

5.It will call the Oracle EBS URL and then the Oracle EBS API will create the corresponding SR.

6. Checking the newly created SR from EBS:

a) Login as SYSADMIN and select Customer Support, Vision Operators -> Create Service Request

b) Click F11 for Query mode, and select the button marked in red.

c)Give the Incident Id in the “RightNow Incident number” parameter and click OK.

d) Press Cntlr+F11 for Search and it will open the SR