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Send an incident from RightNow to an external system

Accepted answer
edited May 31, 2016 3:43PM in UI Extensibility 3 comments


Hi all,

We have an RightNow environment integrated with an external system. That system get an incident subset from RightNow periodically.

In order to this, There is a process that runs every hour and do an incident query for the incidents where it incident status field have a certain value. This is done by a CWSS QueryObject message.

Could be better if the incident workspace have a workspace ribbon button add-in that let to the agent sends the incident to the external application.

The questions are: Is that possible? Can RightNow send data to an external application? If it is possible, can anyone say me where can I find documentation about how do this?

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