Upload Resolved Service Requests

You need to perform the following steps to upload resolved SRs:

• Grant Roles and Permissions
• Export Resolved SRs to .csv File
• Upload .csv File to a Dummy SR as an Attachment
• Get Attachment documentIdentifier
• Generate fusion-ai Token
• Initiate RAG
• Add a RAG Document
• Index RAG Document

Grant Roles and Permissions

Ensure that you have:

• Application Implementation Consultant role
• The following permission groups:
  • oraCommonFusionAISecurityAuthorization_read_Rag_OraResource
  • oraCommonFusionAISecurityAuthorization_create_Rag_OraResource
  • oraCommonFusionAISecurityAuthorization_update_Rag_OraResource
  • oraCommonFusionAISecurityAuthorization_delete_Rag_OraResource

Export Resolved SRs to .csv File

1. Navigate to Service > Service Center > My Open Service Requests.
2. Select resolved service requests with filled-in Category, Product, and Solution Description fields.
3. Click Actions > Export > Export to CSV.
4. Save the .csv file to your computer.
5. Open the .csv file for editing:
   1. The required SR columns are SR Number, Title, Problem Description, Solution Description.
   2. Rename Solution Description to Resolution Description.
6. Save and close the .csv file.

Upload .csv File to a Dummy SR as an Attachment

Create an SR and attach the .csv file. This is necessary to obtain a document ID for the next step.

Get Attachment documentIdentifier

Get the attachment documentIdentifier using a tool such as Postman.

GET <fusion_url>/crmRestApi/resources/11.13.18.05/serviceRequests/{SR_NUMBER}/child/Attachment

For example:

<fusion_url>/crmRestApi/resources/11.13.18.05/serviceRequests/SR0000096349/child/Attachment

Here's a sample documentIdentifier:

00020000000EACED00057708000110F0A00C30C20000000EACED00057708000110F0A00AE1FC

Generate fusion-ai Token

You need a fusion-ai token to initiate a RAG use case and index RAG documents.

1. Assign the following RAG related permission groups to the user via Security Console:
   • oraCommonFusionAISecurityAuthorization_read_Rag_OraResource
   • oraCommonFusionAISecurityAuthorization_create_Rag_OraResource
   • oraCommonFusionAISecurityAuthorization_update_Rag_OraResource
   • oraCommonFusionAISecurityAuthorization_delete_Rag_OraResource
2. Generate the fusion-ai token using a tool such as Postman:

   POST <fusion_url>/crmRestApi/resources/latest/actionplans/action/getProcessAccessToken

   Headers:

   • Content-Type: application/vnd.oracle.adf.action+json

   • Override-Scope: urn:opc:resource:fusion:<pod_name>:fusion-ai/

   • Authorization: Select Basic Auth and use the same user that you assigned RAG permission groups in the previous steps.

Here's a screenshot showing how to generate the fusion-ai token using Postman.

Initiate RAG

Initiate RAG using a tool such as Postman. This is a one-time activity.

POST https://<fusion_url>/api/fusion- ai/orchestrator/rag/v1/initialization

Payload:

{ "useCase": "crm.svc.service_request_triage_agent_find_similar_service_requests" }

Here's a screenshot showing how to initiate RAG using Postman.

Add a RAG Document

Add the RAG document using a tool such as Postman.

POST https://<fusion_url>/api/fusion- ai/orchestrator/rag/v1/documents

1. Ensure that the usecase is as shown in the screenshot.
2. Replace the entityID with SR number of the dummy SR.
3. Use the ID of the attachment for the documentIdentifier.

Here's a screenshot showing how to add a RAG document using Postman.

Index RAG Document

Index the RAG document using a tool such as Postman.

POST <env url>/api/fusion-ai/orchestrator/rag/v1/documents

Payload:

{
          "usecase":"crm.svc.service_request_triage_agent_find_similar_service_requests", 
          "fndAttachmentDetails": {
               "apiContextRoot”:"crmRestApi",
               "entityId":"<SR_created_step3.2>",
               "entityName":"serviceRequests",
               "childResourceName":"Attachment",
               "documentIdentifier":"<documentIdentifier_retrieved_in_previous_steps>"
          }
}