1. Extend Oracle Sales and Service business objects with managed attachments
  2. Troubleshoot Integration Issues

Troubleshoot Integration Issues

If the OCM asset repository collection integration did not work as expected in the Oracle Sales and Service business object, then the following steps can be performed to identify issues:

If the OCM integration is not working as expected

  1. If the Assets tab is missing from the Oracle Sales and Service business object, verify that the current user is in the correct Oracle Sales and Service sandbox and that you're creating the business object (in this case service request) that has been implemented for this integration.
  2. If you get the following error, make sure that the API Authentication has been configured correctly and that the Web Services are using this connection:
    oracle.binding.expr.ServiceInvocationException: JBO-29000: Unexpected exception caught:
oracle.adf.model.connection.rest.exception.RestConnectionException, msg=JBO-57001:
Invocation of service URL used in connection failed with status code 401
Unauthorized.
  3. Make sure that the current user has enterprise access to OCM.
  4. Verify that the user logged into the Oracle Sales and Service application is also the same user logged into OCM.
  5. Make sure to share the base asset repository to the current user as at least a contributor if the Assets page shows the following:

    Repositories will appear here. A repository manager must share a repository with you before you can work with assets.

  6. If the user cannot add documents to the asset repository collection, verify that the user was shared to the related OCM collection within the base asset repository.
  7. If the documents were not copied to assets during Resolve, verify that the current user has at least contributor access to the base asset repository used for this integration and that the asset type used in this integration matches the type used in the OCMCopyDocumentsToRepositoryCollectionFunction script.
  8. If some of the documents were not copied from OCM documents to the OCM asset repository collection during the resolve of the service request, verify that all the document types required for this integration in the Asset Type have been defined.
  9. Review all steps in the documentation above to verify that they have been completed and with the correct values. Use the images given in the steps as they should look identical to what you have configured.
  10. Verify that the OCM server URL is configured correctly in the Web Services as well as the Mashup (not the <OCMServerURL> as seen in the figures).
  11. Verify that the Token URI is configured correctly in the Web Services IDCS OAUTH security (not the <idcsServerURL> as seen in the figures).
  12. Log into OCM as the enterprise integration user and verify that a collection with the name of the Oracle Sales and Service business object is created under the OCM base asset repository. If not, then verify that the OCM base asset repository ID is correct.

If the OCM embedded UI is still not loading look at the Oracle Sales and Service debug logs

  1. Make sure you’re in the sandbox that you create for this integration.
  2. Choose Tools and Application Composer from the upper left of the page.
  3. Select Common Setup and then Runtime Messages from the left navigation menu.
  4. Select the Enable Application Script Logging check box.
  5. Walk through the part of the integration that is failing (for example, Create New Service Request).
  6. Go back to the Runtime Messages to see if the logs give you more information about why this integration might have failed.