24Integrate Oracle Internet of Things Service Monitoring for Connected Assets

This chapter contains the following:

Oracle B2B Service and Oracle Internet of Things Service Monitoring for Connected Assets integration is designed to support customers who want to take advantage of the latest capabilities of the application to service customers, while using Internet of Things Service Monitoring for Connected Assets to monitor connected assets.

With the integration, assets connected to the internet periodically report information back to the Internet of Things Service Monitoring for Connected Assets application. This data is constantly monitored to detect problems indicating a failure has occurred or is imminent, and reports the issue to the service application for customer service follow-up. The synchronization is executed using Oracle Integration Cloud as the backbone for mapping and information exchange.

The integration supports the following:

  • Creation of an Internet of Things Service Monitoring for Connected Assets incident when business rules detect that a failure has occurred or is imminent, which triggers creation of a service request.

  • Closing the Internet of Things Service Monitoring for Connected Assets incident when the corresponding service request is resolved.

  • Viewing information about the connected asset directly from the service request pages in the service application. This enables the service agent to retrieve both historical and the most current diagnostic information from the device, and take remote actions against the device (for example, restart), for troubleshooting and issue resolution.

For more information about Internet of Things Service Monitoring for Connected Assets, see Related Topics.

Integrate Engagement Cloud with Internet of Things Service Monitoring for Connected Assets

How You Integrate the Applications

Here's a brief overview of the steps required to integrate B2B Service with Internet of Things Service Monitoring for Connected Assets.

  1. Create an integration user with privileges to perform the integration with Internet of Things Service Monitoring for Connected Assets.

  2. Import the integration package from Oracle Marketplace.

  3. Import SSL certificates for B2B Service and Internet of Things Service Monitoring for Connected Assets, if the instances use self-signed certificates.

  4. Activate connections to B2B Service and Internet of Things Service Monitoring for Connected Assets.

  5. Activate the integrations.

  6. Enable the Connected Asset tab.

  7. Import the Internet of Things connected assets.

For more information about configuration and integration steps for Internet of Things Service Monitoring for Connected Assets, see Related Topics.

Create an Integration User

To integrate B2B Service with Internet of Things Service Monitoring for Connected Assets, Oracle recommends that you create a user specifically for the integration. The integration user can call the B2B Service service catalog or event catalog web services from Oracle Integration Cloud.

Here's how you create an integration user and the privileges you must provide to the role:

  1. Sign in to the service application as an administrator.

  2. Select Navigator > My Team > Users and Roles. The Search Person page is displayed.

  3. Click Create. The Create User page is displayed.

  4. Enter the following details for the new user:

    • Last Name: Enter a last name for the user.

    • Email: Enter a valid email ID for the user.

    • Hire Date: Select today's date.

    • User Name: Enter a user name for the user.

    • Person Type: Select Employee from the drop-down list.

    • Legal Employer: Select the legal employer from the list.

    • Business Unit: Select a valid business unit.

    • Send user name and password: Select this option.

    • User Log in: Enter the user name that you created.

    • Password: Enter the password for the user.

  5. Save the user details. An email is sent to the address after the user has been created.

  6. Check the user credentials sent in the email, sign in as the new user, and reset the password. After creating the user, sign in to the security console and provide the following roles to the integration user.

    • SOA Operator

      The SOA Operator is a duty role and duty role can't be directly assigned to a login using security console. Create an enterprise role as a parent of SOA Operator and associate that enterprise role to the integration user.

    • Customer Service Representative

    • Resource

Import the Integration Package

You can set up the Integration Cloud integration package after you set up B2B Service and create the integration user with the required privileges.

Before you start setting up Integration Cloud, go to the Oracle Marketplace (https://cloudmarketplace.oracle.com/marketplace/en_US/homePage) and search and download the B2B Service to Internet of Things Service Monitoring for Connected Assets integration package. For more information about Oracle Marketplace, see the Related Topics link for Oracle Cloud Marketplace documentation.

The Integration Cloud integration package supports the following:

  • Inbound: Create an SR in B2B Service for an Internet of Things Service Monitoring for Connected Assets incident.

  • Outbound: Respond to Internet of Things Service Monitoring for Connected Assets on the SR status.

Import SSL Certificates

If the instances use self-signed certificates, you must import the SSL certificates before you configure and activate the connections.

To import SSL certificates for B2B Service, see "Uploading an SSL Certificate" in the Using the Oracle Sales Cloud Adapter guide, available at https://docs.oracle.com/en/cloud/paas/integration-cloud-service/icssc/index.html.

To import SSL certificates for Internet of Things Service Monitoring for Connected Assets, see "Uploading an SSL Certificate" in the Using the REST Adapter guide, available at https://docs.oracle.com/en/cloud/paas/integration-cloud-service/icsre/index.html.

Activate the Connections

After you download the package and import the SSL certificates, connect to B2B Service using the sales adapter. The procedure for importing the adapter is described in the topic "Creating an Oracle Sales Cloud Adapter Connection", available at https://docs.oracle.com/en/cloud/paas/integration-cloud-service/icssc/index.html

Configure the Connection to the B2B Service Instance

Here's how you configure the connections to your B2B Service instance:

  1. Sign in to the Integration Cloud application using your integration user credentials.

  2. Click the Connections icon on the home page.

  3. Ensure that Oracle B2B Service is listed on the connections page.

  4. Click Oracle B2B Service to view the details.

  5. Click Configure Connectivity and enter the following information in the Connection Properties dialog box:

    • OSC Service Catalog WSDL URL: Enter the service catalog URL on your B2B Service instance.

    • (Optional) OSC Event Catalog URL: Enter the event catalog URL on your B2B Service instance.

  6. Click OK.

  7. Click Configure Security and enter the following information:

    • Security Policy: Enter Username Password Token.

    • User name: Enter the integration user name.

    • Password: Enter the password for the integration user.

    • Confirm Password: Reenter the password.

  8. Click OK.

  9. Click Test on the Actions bar of the service application page.

  10. Ensure that the connection test is successful and the status meter shows 100%.

  11. Click OK.

Configure the Connection to the Internet of Things Service Monitoring for Connected Assets instance

Here's how you configure the connection to the Internet of Things Service Monitoring for Connected Assets instance:

  1. Sign in to the Integration Cloud application using your integration user credentials.

  2. Select Connections and then create a new connection for Internet of Things Service Monitoring for Connected Assets.

  3. Select Rest Adapter Connection.

  4. Click Configure Connectivity and enter the following information:

    1. Connection Type: REST API base URL

    2. Connection URL: Internet of Things Service Monitoring for Connected Assets instance base URL

  5. Configure Security.

  6. Save the configuration and test the connection.

Activate the Integrations

After you configure your connections, you must then activate these integrations:

  • Autocreate SR for IoT Incident: Creates or updates an SR in B2B Service from an Internet of Things Service Monitoring for Connected Assets incident by mapping the object attributes of the two applications.

  • Push SR Status to IoT: Updates the Internet of Things Service Monitoring for Connected Assets incident with the SR status from B2B Service.

Here's how you activate the integrations:

  1. Sign in to the Integration Cloud application using your integration user credentials.

  2. Click the Integrations icon on the home page.

  3. Search for each integration by its name.

  4. Click the Activate button on each integration.

  5. Select the Enable detailed tracing option, and click Activate on the confirmation dialog box.

  6. Ensure that the flow has been activated successfully.

  7. Repeat the previous steps for each integration.

Enable the Connected Asset Tab

Here's how you enable the Connected Asset tab on the user interface.

  1. Import the SSL certificate from the Internet of Things Service Monitoring for Connected Assets instance to the B2B Service server.

  2. Sign in to the service application as a setup or administrator user.

  3. On the Setup and Maintenance page, search for the Manage Service to IoT Cloud Integration task.

  4. Enter the Internet of Things Service Monitoring for Connected Assets instance URL, user name, and password.

  5. Click Verify Connection to verify the connection.

  6. Save the configuration details.

  7. (Optional) To configure the roles and users who can perform the actions in the Actions and Attributes section of the Connected Asset tab of the Edit Service Request page, do the following:

    1. In the Service Roles to IoT Users Mapping section, click Create.

      A blank row is added in the table, which enables you to map the Service roles to the Internet of Things application users.

    2. Enter the Role, Priority, User Name, and Password.

      If a user has multiple roles assigned, then the role with the highest priority is considered. Lowest number indicates highest priority.

    3. Click Verify Connection to verify the connection.

    4. Click Save.

    On the Connected Asset tab, the actions are displayed in the Asset Actions drop-down list based on the signed in user's role that's used to connect to the Internet of Things Service Monitoring for Connected Assets instance.

Import Internet of Things Connected Assets

You can import Internet of Things connected assets from an external data source into B2B Service using the File-Based Data Import feature. You can use the information in the "Asset Import" related topic to import the connected assets.