Integrate Oracle B2B Service with Oracle Service Monitoring for Connected Assets
You can integrate Oracle B2B Service (Oracle Engagement Cloud) with Oracle Service Monitoring for Connected Assets to directly manage your IoT connected assets from Oracle B2B Service. When an incident gets created for an imported asset in Oracle Service Monitoring for Connected Assets, the incident rule automatically creates a corresponding service request (SR) in Oracle B2B Service.
To export incidents, Oracle Service Monitoring for Connected Assets connects to Oracle B2B Service through Oracle Integration Cloud (Oracle Integration Service).
Note:
This integration is available only for Oracle Service Monitoring for Connected Assets, it is not available in the standard version of Oracle IoT Asset Monitoring Cloud Service.Oracle delivers the Oracle B2B Service solution for businesses that want to combine Oracle's sales and service capabilities on a single platform. Oracle B2B Service provides a seamless service management interface that lets organizations capture and track service requests, collaborate between sales and service, and follow up with customers efficiently.
Oracle B2B Service uses a tight integration with Oracle Service Monitoring for Connected Assets. You can not only sync incidents to Oracle B2B Service, but also take asset actions, and set asset attributes from Oracle B2B Service. Diagnostics let you see a graphical plot of your asset sensor attributes, and the results of the actions that you execute from Oracle B2B Service.
Once you change the status of the SR in Oracle B2B Service, the incident status automatically gets updated in Oracle Service Monitoring for Connected Assets.
The following topics discuss integration between Oracle Service Monitoring for Connected Assets and Oracle B2B Service:
Add an Oracle B2B Service Integration
Use the Integrations page in your IoT application to add an integration for Oracle Fusion Cloud Maintenance.
Before you configure Oracle B2B Service integration, make sure your Oracle B2B Service host and Oracle Integration Service host is trusted by your Oracle Internet of Things Intelligent Applications Cloud domain.
As host names with .oraclecloud.com
and .oraclecloudapps.com
suffixes are always allowed, no action is necessary for these domains. If your Oracle B2B Service or Oracle Integration Service domain name is different, then add the domain as a trusted CN in the Oracle Internet of Things Intelligent
Applications Cloud management console. To do this, add *.YourDomain.com under Trusted CN in the Settings page.
You can access your Oracle Internet of Things Intelligent Applications Cloud management console at the following URL:
https://hostname/ui
Here, hostname
is the host name of your Oracle Internet of Things Intelligent
Applications Cloud instance.
Enable and Configure the Oracle B2B Service Integration
To start using Oracle B2B Service integration, enable and configure the integration for Oracle B2B Service on the Integrations page.
Oracle B2B Service can automatically sync new installed base assets with your Oracle Service Monitoring for Connected Assets instance.
To export incidents, Oracle Service Monitoring for Connected Assets connects to Oracle B2B Service through the Oracle Integration Service.
To enable integration with Oracle B2B Service:
Configure Oracle B2B Service Settings
You need to enable Oracle B2B Service to use installed base assets, add the Oracle Service Monitoring for Connected Assets URL in Oracle B2B Service, and enable the Connected Asset tab for service requests in Oracle B2B Service.
The following topics cover the configuration settings required in Oracle B2B Service:
Manage Assets Using the Common Asset Model
The Manage Assets Using Common Asset Model setting lets Oracle B2B Service use the installed base assets from Oracle SCM Cloud. These assets are automatically synced with your Oracle Service Monitoring for Connected Assets instance if the Manage Asset Maintenance Parameters setting is configured.
Automatically Sync New Assets and Asset Attribute Updates
Set up Oracle B2B Service to automatically sync new installed base assets with your Oracle Service Monitoring for Connected Assets instance. Updates to asset attributes in Oracle B2B Service are also pushed to Oracle Service Monitoring for Connected Assets.
Configure Rules to Generate Automatic Service Requests
Configure rules to automatically create service requests in Oracle B2B Service when an incident is created for an imported asset in Oracle Service Monitoring for Connected Assets.
If you are creating a rule to generate an incident for an imported asset, click Create Service Request in Oracle Engagement Cloud to automatically create a corresponding service request in Oracle B2B Service.
When an incident for an imported asset appears on the Incidents page, you can go to the Edit page of the incident to view the corresponding Oracle B2B Service incident ID and status.
For basic information on using rules in Oracle Service Monitoring for Connected Assets, refer to Use Rules to Monitor and Maintain Assets.
Diagnose and Troubleshoot Connected Assets from Oracle B2B Service
When an incident gets created for an imported asset in Oracle Service Monitoring for Connected Assets, the incident rule automatically creates a corresponding service request (SR) in Oracle B2B Service.
Oracle Service Monitoring for Connected Assets provides tight integration with Oracle B2B Service. You can not only sync incidents to Oracle B2B Service, but also take asset actions, and set asset attributes from Oracle B2B Service. Diagnostics let you see a graphical plot of your asset sensor attributes and the results of the actions that you execute from Oracle B2B Service.
Once you change the status of the SR in Oracle B2B Service, the incident status is automatically updated in Oracle Service Monitoring for Connected Assets.
The Connected Asset tab for a service request lets you view information reported by the asset, query the asset for additional information, and remotely execute actions that are available for the asset.
The following image shows the Connected Asset tab for the Edit Service Request page.
The Actions and Attributes section on the Connected Asset page lets you view the attributes of the connected asset, remotely update the available values, and execute available actions, for troubleshooting and diagnosis. If you have defined an asset action for your asset in Oracle Service Monitoring for Connected Assets, then it is available for use in Oracle B2B Service. For example, a connected refrigerator might have an action defined to cycle the power, and might let you remotely set the attribute for the target temperature to any value between 35 and 39 degrees.
You can do the following:
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To execute an action on the connected asset, select an action from the Asset Actions list, and click Execute Action.
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To modify the attribute values, edit the values and click Update Attribute.
The IoT Incident Details section on the Connected Asset page displays the Oracle Service Monitoring for Connected Assets incident details for which this SR is created.
The Diagnostics section on the Connected Asset page lets you review the graphical data reported from the asset sensors. For example, with a connected refrigerator, you might notice that the temperature started increasing a few data points after the motor slowed to half speed. Reviewing this data enables you to focus on why the motor slowed, as the root cause of the issue. You can view up to 200 data points at a time in the line graph, as follows:
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To view data for a specific duration, enter or select the start date and time from which you want to view the data, in the Display 200 Data Points From field.
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To navigate to the previous and next set of 200 data points, click the Previous and Next arrow icons.
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To view the earliest available diagnostic data from Oracle Service Monitoring for Connected Assets, click the Show earliest data icon.
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To view the latest available diagnostic data from Oracle Service Monitoring for Connected Assets, click the Show most recent data icon.
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To view the data stream centered on the time the incident was created in Oracle Service Monitoring for Connected Assets, click the Show data from time of incident creation icon.
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To hide a sensor attribute within the graph, click the sensor attribute name on the graph. To view the sensor attribute, click the sensor attribute name again.
You can update the status of the SR in Oracle B2B Service in the Status field of the Service Request Summary page. If you set the status to In Progress, the corresponding incident in Oracle Service Monitoring for Connected Assets changes from New to Work in Progress. When you change the status to Resolved, the status changes to Resolved in Oracle Service Monitoring for Connected Assets as well.
Verify Incident and SR Status Update in Oracle Service Monitoring for Connected Assets
When you make changes to the status of an SR in Oracle B2B Service, the associated incident status is automatically updated in Oracle Service Monitoring for Connected Assets.
You can verify the updated status of the incident from the Incidents page.