Automatic assignment of record parent registration RN when created by OPA and involve a custom object

The question that we face, it's what seems to be the forced transfer of the child for parent records records when she is using OPA integrated with RightNow to create records. This scenario is a little complex, so I put try it below with a structure to make it easier.

  • Scenario: creating records in RightNow across an interview of the OPA
  • OPA setting of mapping:
    • Personal contact Center (account)
    • At the beginning of the interview, load data related to an individual: Incident
    • At the end of the interview, update Incident
  • Data models:
    • OPA: Global-> [object custom-1] > [custom object 2]
      • all containment relationships
    • RN: Incident-> 1-> object custom object custom 2
      • All relationships of association
  • Detailed description: in Takeovers we are inferring creating two records personal 2 object with a Custom single object 1. In these registers Custom object 2, we put directly the field that contains the link PK 1 custom, object so that each personal object 2 is actually assigned in RN for different Custom object 1s. Some examples of data to explain:
    • Custom 1 object associated with the Incident, read in the OPA
      • ID is set to 123
    • 2 custom object created in OPA under instance of Custom 1 object with ID = 123
      • Link to PK for 1 item 123-custom
    • 2 custom object created in OPA under instance of Custom 1 object with ID = 123
      • PK link for 1 custom object on 345 (different from the Custom object 1 read OPA)
  • Expected behavior: the object two custom 2s are created and assigned to their respective different personal 1 item RightNow records.
  • Actual behavior: the object two custom 2s are created and assigned to the Custom object with ID 123 1

To continue the investigation, we then tested using a different set of objects, standard objects, but with the same rules:

  • Data models:
    • OPA: Global-> contact-> the incident
      • all containment relationships
    • RN: Organization-> (current) Contact-> Incident (custom object)
      • all relationships of association
    • Detailed description: same logic as the previous
    • Customer expected: same as previous
    • Actual behavior: Matches expected behavior. The Incidents have been correctly assigned to their two different respective Contacts

This behavior of divestiture now seems specific to custom objects, but can ayone confirms that this is the case and the behavior expected please?

In addition, we are confident that when you test this feature about 2 weeks ago, we received the expected behavior in BOTH cases to 80%. Maybe it's because changing the configuration in our RN environment that we are not aware of, so we are investingating cela, but are there changes to the OPA / connectors deployment for customer environments in recent weeks that could have caused this please?

Finally, if this could be affected by a change of configuration of RN, nobody knows what this configuration can be please?

I can confirm that this is the expected behavior. A few more details are given in the article of doco hierarchies entity Understand - he explains how the containment relationships mapped determines the assignment to the parent.

The reason for this behavior is that most of the time, it makes sense that the registration of the new entity instances to 'work', feel that they are saved in exactly the same hierarchy of containment that was present in the OPA, and in a way that ensures referential integrity (we support in particular the case where the whole hierarchy of objects is created at the same time if the parent does not yet exist at the time of the creation of the rule (, so you couldn't possibly know its ID). Otherwise, as Matt says, is up to the author of the rule to make sure that, for example, 345 is a valid foreign key.

This behavior should be the same for the built-in objects as well as custom objects, and as Brad says he has not changed recently. If you see this behavior in some cases but not in others, what this means is that probably in cases where it works as expected, there are multiple relationships between the parent and the child object, and it happens that the foreign key that you set manually is different from the foreign key of the mapped containment relationship.

Tags: Oracle Applications

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