Running the Incident Details from Service Cloud Sample

This sample demonstrates how to get incident details from the Oracle Service Cloud for an incident ID and send the incident details to the caller as a response. The REST Adapter is triggered when you specify a URL. The Oracle RightNow Cloud Adapter is invoked in the integration. The Oracle RightNow Cloud Adapter is configured to get incident details from the Oracle Service Cloud. The incident response is returned to you. A logging message is created and logged to the activity stream for viewing. You also track the integration and monitor message status.
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Description of the illustration sample_incident_integ.png

Complexity

Medium.

Prerequisites

To run this sample, you must first subscribe to Oracle RightNow Cloud and configure an Oracle RightNow Cloud Adapter connection. After subscribing, you receive the WSDL, username, and password to specify for the Oracle RightNow Adapter on the Connections page. See Creating an Oracle RightNow Cloud Adapter Connection.

How To Activate

  1. On the Oracle Integration Cloud Service home page, click the Integrations diagram.
    The Integrations diagram for creating and activating integrations

  2. In the row for the Incident Details from Service Cloud sample, click the Activate icon, then click Activate when prompted.
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    Description of the illustration sample_activate.png

  3. Wait for the icon to turn green, indicating that it is activated.

How To Run

Enter the following URL in a browser with a valid incident ID value:
https://hostname:port/integration/flowapi/rest/SAMPL_INCID_DETAI_FROM_SERVI_CLO/v01/incident/12
For example:
https://my_pod.us.company.com:port/integration/flowapi/rest/SAMPL_INCID_DETAI_FROM_SERVI_CLO/v01/incident/12

What Results Do You See

You receive the following incident details response in your browser from the Oracle Service Cloud:

{
  "IncidentName" : "Survey Feedback",
  "LookupName" : "111206-000001",
  "CreatedTime" : "2011-12-06T22:35:11.000Z",
  "UpdatedTime" : "2011-12-06T22:35:11.000Z"
}

How To Monitor

  1. In the upper left corner of the page, click the The hamburger menu menu.

  2. In the navigation pane, click the home icon icon, then click the Monitoring diagram.

    By default, the Dashboard page displays overall system status, including the percentage of successful messages, total number of messages, total number of successful messages, and total number of failed messages. Details about currently used connections, currently activated integrations, and scheduled integrations are also provided. You can also view the activity stream and download diagnostic logs and incident reports. From the Integration Health dropdown menu, you can view overall system health and design time metrics.

  3. Click Activity Stream to view details about the incident ID.

  4. In the navigation pane, click Tracking and note that the Incident details from Service Cloud integration instance is listed as completed.


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  5. In the navigation pane, click Integrations and note that the message was successfully received and processed without any errors.


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How To View

  1. Click the home icon icon.

  2. Click the Integrations diagram.

  3. Click the Incident details from Service Cloud integration.

    A read-only version of the integration is displayed for viewing. Because the integration is active, it cannot be edited.

  4. View the flow of the integration:

    • A REST Adapter is configured as a trigger (inbound) connection in the integration. The REST Adapter is configured with a resource endpoint of /incident{id} and a GET operation, and retrieves the incident ID. This REST Adapter is triggered when you specify the URL in How to Run.

    • A logging message is created and logged to the activity stream.

    • The Oracle RightNow Cloud Adapter is invoked in the integration. The adapter is configured with an incident business object and a CRUD Get operation to get incident details from the Oracle Service Cloud. The incident response is returned to you.


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    Description of the illustration sample_incident_integ.png