23Integrating Oracle Internet of Things Service Monitoring for Connected Assets

This chapter contains the following:

Overview of Oracle Internet of Things Service Monitoring for Connected Assets

Oracle Engagement Cloud 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 Engagement Cloud 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 Engagement Cloud 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 an Engagement Cloud service request.

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

  • Viewing information about the connected asset directly from the service request pages in Engagement Cloud. 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 https://docs.oracle.com/en/cloud/saas/iot-asset-cloud/osmca-start/index.html.

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

This topic describes how to integrate Oracle Engagement Cloud with Oracle Internet of Things Service Monitoring for Connected Assets.

To integrate Engagement Cloud with Internet of Things Service Monitoring for Connected Assets, do the following:

  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 Engagement Cloud and Internet of Things Service Monitoring for Connected Assets, if the instances use self-signed certificates.

  4. Activate connections to Engagement Cloud 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 https://docs.oracle.com/en/cloud/saas/iot-asset-cloud/osmca-start/index.html.

Create an Integration User for Internet of Things Service Monitoring for Connected Assets

To integrate Engagement Cloud 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 Engagement Cloud service catalog or event catalog web services from Oracle Integration Cloud.

The following procedure describes how to create an integration user and what privileges to provide to the role.

  1. Sign in to Engagement Cloud 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 cannot 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

After you have set up Engagement Cloud and created the integration user with the required privileges, you can set up the Integration Cloud integration package.

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 Engagement Cloud 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 Engagement Cloud 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 Engagement Cloud, see "Uploading an SSL Certificate" in the Using the Oracle Engagement 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 to Engagement Cloud and Internet of Things Service Monitoring for Connected Assets

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

To configure the connections to the Engagement Cloud instance, do the following:

  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 Engagement Cloud is listed on the connections page.

  4. Click Oracle Engagement Cloud 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 Engagement Cloud instance.

    • (Optional) OSC Event Catalog URL: Enter the event catalog URL on your Engagement Cloud 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 Engagement Cloud page.

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

  11. Click OK.

To configure the connection to the Internet of Things Service Monitoring for Connected Assets instance, do the following:

  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 the connections, you must activate the following integrations:

  • Autocreate SR for IoT Incident: Creates or updates an SR in Engagement Cloud 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 Engagement Cloud.

To activate the integrations, do the following:

  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

This section describes how to enable the Connected Asset tab on the user interface.

To enable the Connected Asset tab, do the following:

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

  2. Sign in to Engagement Cloud 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 is used to connect to the Internet of Things Service Monitoring for Connected Assets instance.

Import Internet of Things Connected Assets

To import Internet of Things connected assets from an external data source, see "Importing Assets" in the Oracle Engagement Cloud Understanding File-Based Data Import and Export guide, at http://www.oracle.com/pls/topic/lookup?ctx=cloud&id=OAFDI1745520.