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Integrating Oracle Internet of Things Cloud Service with Oracle Service Cloud
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Business scenario

The business scenario discussed here is a specific instance of the business use case outlined previously.

To demonstrate the configuration tasks necessary to implement the integration, the following device-specific behaviors are assumed and simulated:

  • The HVAC device sends a message every second under normal operating conditions.

  • The upper limit of output temperature of the HVAC device is assumed to be 25 °C. An alert is triggered when that temperature is exceeded.

  • When a short circuit occurs, an event is raised.

Assumptions

  • Company ABC manufactures and sells HVAC devices. Each smart device can be individually identified through a unique identifier.

  • The devices are smart devices, capable of transmitting messages and receiving instructions.

  • The company uses Oracle Internet of Things Cloud Service to capture the messages transmitted by the HVAC smart devices.

  • Oracle Internet of Things Cloud Service is configured to propagate messages to Oracle Integration Cloud Service when the temperature exceeds 25 °C.

  • Oracle Integration Cloud Service propagates the message to Oracle Service Cloud.

  • Oracle Service Cloud captures and tracks customer complaints as service incidents.

  • The device from which the message is received must be registered as an asset in Oracle Service Cloud.

  • The message from the device must contain both the product and the unique identifier (serial number), and a matching asset must exist in Oracle Service Cloud.

Automatic creation of service incidents

  • A registered device (that is, an asset known to Oracle Service Cloud) sends periodic messages to Oracle Internet of Things Cloud Service. As long as the temperature of the device is less than 25 °C, the message is ignored by Oracle Internet of Things Cloud Service.

  • The device suffers a malfunction and the temperature exceeds 25 °C.

  • Since the temperature is now over 25 Deg, Oracle Internet of Things Cloud Service does not ignore the message and instead propagates it to Oracle Integration Cloud Service. In addition to other details, the message also contains the unique identifier of the device.

  • In turn, Oracle Integration Cloud Service passes on the message to Oracle Service Cloud.

  • Oracle Service Cloud extracts the unique identifier of the device embedded in the message. If an asset with the matching identifier is located, processing continues; else, the message is ignored and processing terminates.

  • If the asset is in active status, processing continues; else, the message is ignored and processing is terminated.

  • Next, Oracle Service Cloud checks if an open incident exists for the matching asset. If an incident is found, a new note is added to the incident with the information embedded in the message from the device. If no incident is found, a new incident is opened.

Processing service incidents

  • A service agent views the service incident that was created based on the device message.

  • The service agent retrieves additional information from the device to get additional insight into the issue.

  • Service agent updates the values of some of the attributes from within the service incident.