Create a Case from a Service Request

When you create a service request, you can automatically create a related case in your customer information system. This feature works for supported service request categories, such as General Bill. After creation, the case is linked to the service request and appears in the Activity panel, where users can navigate to both the service request and the case.
If a service request is created without an eligible billing account, or if the case is not created initially, you can use the Create Case action, available from the Work Queue, to associate the billing account and to complete the case creation. The experience preserves a one-to-one relationship between a service request and a case, preventing duplicate or incorrectly linked cases.

This reduces manual case-creation steps and helps you move customer requests into the right back-office workflow faster. The linked service request and case provide clearer tracking and navigation throughout issue resolution.

Steps to enable and configure

To enable this feature, complete these steps:

  1. Create or identify the service request category in Fusion Service that should initiate case creation in your Customer Information System (CIS).

  2. Create or identify the corresponding case type in your CIS.

  3. Add the service request number characteristic to the CIS case type by completing these steps:

    1. In your CIS, search for and select Case Type.
    2. Open the applicable case type.
    3. In the case characteristics section, select the Add icon.
    4. Search for and add the C1-SRNO characteristic.
    5. Save the case type.

  4. Create the category-to-case type mapping by sending a POST request to: https://<HOST>:<PORT>/api/CXIPlatformService/v1/CXIReferenceEntity/serviceCategoryCaseTypeMap

  5. Configure the request as a create operation and provide the following:

    • serviceCategory: The Fusion Service request category code.

    • caseType: The corresponding CIS case type code.

    • id: A unique identifier for the mapping.

See the Implementing Oracle Customer Experience for Utilities Guide for additional information.

Key resources

  • For more information about service requests, see "Using the Service Tab" in the Oracle Utilities Agent Service User Guide.