Service Request to Case Integration
Use this integration to synchronize selected Oracle Utilities cases with Oracle Fusion service requests (SRs). The integration is optional and supports these scenarios:
- Create or update a Fusion SR from a case.
- Create or update a case from a Fusion SR.
- Maintain cross-references between the case and Fusion SR.
The integration allows you to synchronize only the case types that your organization selects. The integration does not synchronize case or SR configurations, such as workflows, topics, or field setup. You can configure those items independently in each application.
This image illustrates the data flow of the integration:
Before continuing with the integration setup, be aware of the following:
- Case synchronization is optional and can be enabled only for selected case types.
- The integration uses cross-references rather than full configuration synchronization.
- Oracle Utilities-to-Fusion processing is asynchronous. Cloud deployments process messages near-real-time, while on-premises deployments use the configured monitor batch.
- This integration does not support an initial load of existing cases or SRs. It applies to new and updated records after you enable it.
Prerequisites
Confirm the following prerequisites:
- Person synchronization between Oracle Utilities and Oracle Fusion is enabled and operational.
- Oracle Integration Cloud (OIC) is configured to route messages between Oracle Utilities and Oracle Fusion.
- The required case synchronization components are available in your release.