Troubleshooting Oracle On Demand Integration

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Q: Why am I consistently receiving a 'Session Timeout' error when I am trying to access InsideView?

A: Session Timeout error usually occurs for the following reasons:

  1. You may not have User ID/Pwd or Single Sign-On as your Authentication Type (which determines how you sign in to Oracle CRM On-Demand.
  2. You may not have been assigned the Enable Web Services Access privilege which is required to access InsideView.
  3. The session is actually timing out due to inactivity.

Note: Oracle CRM sessions are configured to time out after ten minutes of inactivity. So, if you do not want your session to be timed out, you need to provide any input to the computer at least once in every ten minutes.

To resolve the issue caused by one of the first two reasons specified above, follow the instructions below:

  1. If you don’t the right Authentication Type:

Contact your Oracle CRM On Demand administrator to change your Authentication Type to User ID/Pwd or Single Sign-On. Authentication type can be set for each user by the company administrator on the User Profile page. If Authentication Type is not specified for the user, the company-level setting is used.

Administrators can change the Authentication Type of a user profile by following the steps below:

  1. In the upper-right corner of any page, click theAdmin global link.
  2. On the Admin homepage, click the User Management and Access Controls link.
  3. In the User Management and Access Controls section, click User Management.
  4. Click the Edit link for the user name whose profile you want to edit.
  5. On the User Edit page, under User Security Information, click the Authentication Type drop-down.
  6. Select User ID/Pwd or Single Sign-On.
  7. Click Save.

Administrators can change the Authentication Type for the company profile by following the steps below:

  1. In the upper-right corner of any page, click the Admin global link.
  2. On the Admin homepage, click the Company Administration link.
  3. Click Company Profile.
  4. On the Company profile page, click Edit.
  5. On the Company Edit page, under Company Security Settings, click the Authentication Type drop-down.
  6. Select User ID/Pwd or Single Sign-On.
  7. Click Save.
2.    If you don’t have the permission to access web services:

Administrators can grant access to web services as follows:

  1. In the upper-right corner of any page, click the Admin global link.
  2. On the Admin homepage, click the User Management and Access Controls link.
  3. On the User Management and Access Controls page, click the Role Management link.
  4. Click the Edit link next to the role for which you want to enable web access.
  5. On the Role Management Wizard, click Step 4 Privileges.
  6. On the Assign Privileges page, click the Enable Web Services Access checkbox.
  7. Click Finish to save your changes.

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Q: When I attempt to export data from InsideView to my Oracle CRM On Demand, I receive “Internal Server Error”. How can I resolve this?

A: Make sure you have administrative privileges and follow the steps below to resolve the issue:

  1. In the upper-right corner of any page, click the Admin global link.
  2. On the Admin homepage, click the User Management and Access Controls link.
  3. In the User Management and Access Controls section, click User Management.
  4. Click the Edit link for user name whose profile you want to edit.
  5. On the User Edit page, under User Security Information, click the Authentication Type drop-down.
  6. Select User ID/Pwd/Or Single Sign-On.
  7. Click Save.

Once you have completed the steps above, sign out and sign back in to the application and try to export the data once again.

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Q: I get the following error when I try to Sync Key information or export new information to my Oracle CRM On Demand: 

“Export Error. Looks like we ran in to an issue. We had a problem contacting your CRM. Please close this window, refresh your page and try again. If you keep receiving this message, you may not have SSO login privileges. Please contact your CRM Administrator.”

A: To fix this issue, your Oracle CRM On Demand administrator needs to change your Authentication Type

Administrators can follow the steps below to do so:

  1. In the upper-right corner of any page, click the Admin global link.
  2. On the Admin homepage, click the User Management and Access Controls link.
  3. In the User Management and Access Controls section, click User Management.
  4. Click the Edit link for user name whose profile you want to edit.
  5. On the User Edit page, under User Security Information, click the Authentication Type drop-down.
  6. Select User ID/Pwd/Or Single Sign-On.
  7. Click Save.

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Q: How do I get the latest 400 Pixel view of InsideView within my CRM?

A: To get the 400 Pixel view of InsideView within Oracle CRM On Demand, the first step is to ensure you're using our latest connector codes. Please refer to the Web Applet Codes here: www.insideview.com/ORACLE.

Administrators can follow the steps below to set up the 400 pixel view of InsideView:

  1. In the upper-right corner of any page, click the;Admin global link.
  2. On the Admin homepage, click the Application Customization link.
  3. On the Application Customization page, click Account
  4. On the Account Application Customization page, under Page Layout Management, click Account Web Applet.
  5. Click the Edit link for the InsideView web applet.
  6. On the Account Web Applet page, enter 400 in the Height field (the last field on the page).
  7. Repeat the above steps for Contacts, Opportunities and Leads objects.
  8. Next, clear your browser cookies and cache.
  9. Log out of your Oracle CRM On Demand account.
  10. Close down the current browser session.
  11. Open a new browser session and log in to your Oracle CRM On Demand to view InsideView mash-up in 400 pixels.

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Q: How do I locate the CRM Org ID in my Oracle CRM On Demand?

A: Here are the steps to locate your Org ID in Oracle CRM On Demand:

  1. In the upper-right corner of any page, click the Admin global link. 
  2. On the Admin Homepage, click the Company Administration link.
  3. Click the Company Profile link.
  4. The value in the Company Name field is your Org ID.

Q: While using the InsideView Sync function for an Account, how can I update the "Industry" field in my CRM?

A: InsideView doesn’t currently support this functionality. The Industry field is a "pick list" in Oracle CRM On Demand and unlike some other on demand CRM systems, Oracle CRM On Demand doesn't allow addition of new values to this field through their API (Web Services). Since there is no mapping from the InsideView industries to the industries in your CRM setup, we do not export this value during the Sync or Export functions.

Q: Why am I getting 'Could not authenticate user using configured Single Sign-On Error'. What do I need to do to troubleshoot this issue?

A: You get this error because Oracle On-demand CRM is now SSO-compliant (Single Sign-On) and the SSO isn't working for this user profile due to a configuration issue - the Integration Web Services setting is disabled. When a user gets this error, you must enable the Integration Web Services setting as an Admin of your CRM system. The following section of this article outlines the steps you must perform to enable Integration Web Services setting for a User role to troubleshoot this issue.

  1. Login to your CRM.

  1.  Go to Admin panel and click User Management & Access Controls, in the above screen. The following screen appears: 

  1. Click Role Management. The following screen appears:

 In the above screen (Role List screen), select a Role Name and click Edit on the Role of the user who is facing the issue to make the changes. This will bring up the following screen:

 

 

  1. Click Step 4 Privileges. The following screen appears:

 

  1. Make sure that Integration: Web Services is enabled for the user role by selecting the check-box, as illustrated in the above screen. 
  1. Click Finish  

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