1. Using Oracle Internet of Things Asset Monitoring Cloud Service
  2. Integrate with Other Cloud and Oracle Services
  3. Integrate Oracle B2B Service with Oracle Service Monitoring for Connected Assets

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.

Shows Example Trusted CN: *.usa.mycompany.com

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.

To enable integration with Oracle B2B Service:
  1. In your IoT application, click Menu (Menu icon), and then click Settings.

    You can access Oracle Service Monitoring for Connected Assets at the following URL:

    https://hostname/smca

    Here, hostname is the host name of your Oracle Internet of Things Intelligent Applications Cloud instance.

    If you are in the Design Center, you need to click Previous (Previous icon) before you see the Settings option in the menu.
  2. Click Integrations.
  3. Click Add Add icon to add a new integration.
  4. In the Add Integration dialog, select Oracle B2B Service and click Add.
    Tip: You can also search for an integration name in the list.

    Note:

    Oracle Maintenance Cloud Service integration is a prerequisite for Oracle B2B Service. The Asset Information Management connection information and org mapping information is fetched from the Oracle Maintenance Cloud Service integration.

    If you have not previously added the Oracle Maintenance Cloud Service integration, it is automatically selected along with Oracle B2B Service.

    See Integrate Oracle Fusion Cloud Maintenance with Oracle IoT Asset Monitoring Cloud Service for more information on Oracle Maintenance Cloud Service integration.


    Add Integration Dialog (Described in Steps)

    Note:

    You cannot use Oracle B2B Service integration and Oracle B2C Service integration at the same time.
    Oracle B2B Service integration gets added to the Integrations page.
  5. On the Integrations page, under Oracle B2B Service, click Connect.
  6. Specify the Service URL for your Oracle Integration Cloud instance.
    To export incidents, Oracle Service Monitoring for Connected Assets connects to Oracle B2B Service through the Oracle Integration Service.
    The Service URL is the URL of your Oracle Integration Cloud host.
    For example: https://MyIntCloud.oraclecloud.com.
  7. Specify the User Name to connect to Oracle Integration Service.
  8. Specify the Password to connect to Oracle Integration Service.
  9. Click Save to save the connection settings.

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:

  1. In your IoT application, click Menu (Menu icon), and then click Settings.
  2. Click Integrations.
  3. Under Oracle B2B Service, click Edit Configuration.
  4. Toggle the Integration Status switch to ON.
    This enables your Oracle B2B Service integration.
  5. (Optional) Under Create Incident URL Suffix, specify an incident suffix string to use when creating the SR in Oracle B2B Service.
  6. Download the ICS par file to configure your Oracle Integration Cloud instance to connect to Oracle B2B Service.

    In Oracle Integration Cloud, import the package (ICS par file) downloaded from your IoT application. You can do this from the Menu > Integrations > Packages menu.

    Next, configure the connections in the imported integration by providing the connection URL for your Oracle B2B Service integration along with the user credentials:

    1. Test and save the ICS Rest Adapter connection.

    2. For the EC SMC Rest connection, specify the B2B Service connection URL along with your B2B Service user credentials:

      For example: https://MyB2Bservice.oraclecloud.com:443/crmRestApi/resources/latest.

      Test and save the connection.

    3. For the EC SMC OSC connection, specify the OSC Services Catalog WSDL URL along with your user credentials for the B2B Service:

      For example: https://MyB2Bservice.oraclecloud.com:443/fndAppCoreServices/ServiceCatalogService?wsdl.

      Test and save the connection.

    Once the connections are updated and tested, you must re-activate the integration in Oracle Integration Cloud for the changes to take effect.

  7. In your IoT application, click Save to save the configuration settings you specified in the Oracle B2B Service Configuration dialog.

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.

  1. In Oracle B2B Service, click Menu Menu icon, and then click Setup and Maintenance.
    You may find Setup and Maintenance under the My Enterprise or Others item.
  2. Under Setup, select Service.

    Setup: Service

  3. In the Functional Areas section, click the Change Feature Opt In link.
  4. Click Edit under Features for the Service row.

    Edit Service Feature

  5. Select the Enable option for Manage Assets Using Common Asset Model.

    Enable the option: Manage Assets Using Common Asset Model

  6. Click Done.

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.

You need to add your Oracle Service Monitoring for Connected Assets information in Oracle B2B Service.
  1. In Oracle B2B Service, click Menu Menu icon, and then click Setup and Maintenance.
    You may find Setup and Maintenance under the My Enterprise or Others item.
  2. Click Tasks Tasks Iconand click Search.
  3. Search for the following string: Manage Asset Maintenance Parameters.
  4. Click Manage Asset Maintenance Parameters in the search results.
    The user must have the privilege to manage asset maintenance parameters (MNT_MANAGE_ASSET_MAINTENANCE_PARAMETERS).
  5. Click Enable IoT and specify the connection details for your Oracle Service Monitoring for Connected Assets instance.

    • URL: Use the following format:

      https://hostname/assetMonitoring

      Here, hostname is the host name of your Oracle Service Monitoring for Connected Assets instance.

    • User Name: Specify the user name for connecting to your Oracle Service Monitoring for Connected Assets instance.
    • Password: Specify the password for connecting to your Oracle Service Monitoring for Connected Assets instance.

      Note:

      If you change the password for connecting to your Oracle Service Monitoring for Connected Assets instance in future, then you must update the password in Oracle B2B Service.
  6. Click Save and Close.

Manage Service to IoT Cloud Integration

The Manage Service to IoT Cloud Integration is a one-time setting that you need to configure in Oracle B2B Service. This lets Oracle B2B Service fetch asset details for the Service Request page.

  1. In Oracle B2B Service, click Menu Menu icon, and then click Setup and Maintenance.
    You may find Setup and Maintenance under the My Enterprise or Others item.
  2. Click Tasks Tasks Iconand click Search.
    Alternatively, you can also select Service under Setup, and find the setting under Communication Channels.


    Setup Page with Manage Service to IoT Cloud Integration option

  3. Search for the following string: Manage Service to IoT Cloud Integration.
  4. Click Manage Service to IoT Cloud Integration in the search results.
  5. Under Integration Configuration, specify the connection details for your Oracle Service Monitoring for Connected Assets instance.

    • IOT API Base URL: Use the following format:

      https://hostname

      Here, hostname is the host name of your Oracle Service Monitoring for Connected Assets instance.

    • User Name: Specify the user name for connecting to your Oracle Service Monitoring for Connected Assets instance.
    • Password: Specify the password for connecting to your Oracle Service Monitoring for Connected Assets instance.
  6. Click Verify Connection to test your connection.
  7. Click Save.

Enable Connected Asset Tab for Service Requests

The Enable Connected Asset Tab for Service Requests enables the IoT Connected Asset tab for the Service Request page in Oracle B2B Service.

  1. In Oracle B2B Service, click Menu Menu icon, and then click Setup and Maintenance.
    You may find Setup and Maintenance under the My Enterprise or Others item.
  2. Click Tasks Tasks Iconand click Search.
    Alternatively, you can also select Sales under Setup, and find the setting under Sales Foundation.


    Setup Page with Manage Administrator Profile Values Setting

  3. Search for the following string: Manage Administrator Profile Values.
  4. Click Manage Administrator Profile Values in the search results.
  5. Under Profile Option Code, search for SVC_ENABLE_IOT_INTEGRATION.

    Manage Administrator Profile Values Page

  6. Under Profile Value for SVC_ENABLE_IOT_INTEGRATION, select Yes.
  7. Click Save and Close.

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.

When creating incident rules in Oracle Service Monitoring for Connected Assets, an additional field appears for assets imported from Asset Information Management (AIM).

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.


Rule Setting for 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.


Connected Asset Tab showing the Actions and Attributes.

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:

  • To execute an action on the connected asset, select an action from the Asset Actions list, and click Execute Action.

  • 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:

  • 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.

  • To navigate to the previous and next set of 200 data points, click the Previous and Next arrow icons.

  • To view the earliest available diagnostic data from Oracle Service Monitoring for Connected Assets, click the Show earliest data icon.

  • To view the latest available diagnostic data from Oracle Service Monitoring for Connected Assets, click the Show most recent data icon.

  • 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.

  • 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.

  1. To open the Incidents page, click Incidents (Incidents icon) in the Operations Center menu bar. The incidents applicable for your current context appear. You can change your context from the breadcrumbs to navigate to a different group, subgroup, or asset.
  2. Use one of the following methods to verify the status of your incident:
    • Check the Status column value corresponding to the incident in the Incidents table.
    • Search for your incident using incident filters. See Search for Incidents Using Filters for more details about searching specific incidents in the Incidents page.
    You can also verify the updated work order status in Oracle Service Monitoring for Connected Assets from the Edit Incident page.