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Integrating Mobile Assessments and Incidents in Oracle Service Cloud

Philip Whitwell
Director

The information below was kindly donated by Scott Heidenreich to help with automating the creation of MobileAssessment records.

See Previous Article on how to set up OPA Mobile And Service Cloud OPA Mobile and Service Cloud Synch OOTB

 

The integration of MobileAssessments and Incidents in Oracle Service Cloud has the benefit of allowing the mobile assessments executed for each incident to be tracked and recorded.  That way if multiple site visits are needed and the incident is updated several times by field staff, each site visit is recorded. 

Some inefficiency exists in the configuration as it was installed per Oracle Documentation.  The inefficiency for the user was created because there was no easy way to copy information from the Incident record into the MobileAssessment record.  This made it necessary for the user to do double entry whenever an incident is being used in a mobile assessment.

Possibly further adding to user confusion is that the MobileAssessment object uses the Object ID (incidents.i_id) to identify individual incident.  This ID is not an understood data item by the user as the Incident Reference # is what is seen on the screen and referenced by mail templates, the customer portal, etc.

I first attempted to use Workspace rules, business rules, and workflow to create a MobileAssessment record and populate it with the appropriate information for an incident.  This was only partially successful. I could name the Policy Model in the Mobile Assessment using the product code and the category code and set the Status to “Open” based on it being a new record.  However, there is no ability within the three types of rules mentioned to assign the value of one object attribute to another attribute in the same or different object. (This was confirmed by Oracle) without resorting to a custom PHP process.

I am trying to avoid customizing Oracle service cloud with .NET add-ins or custom processes just because it makes the upgrade path more difficult and requires specialized development expertise in .NET or PHP.

I did find that because a relationship between the MobileAssessment object (child) and the Account object (parent) was created during the initial installation of the mobile functionality per Oracle documentation, that the Incident.account_id did automatically transfer to the MobileAssessment record when it was created or editied from within an incident.

However, no relationship between the Incident.i_id and the MobileAssessment.objectID could be established because the MobileAssessment.objectID was a text field and the Incident.i_id was integer.

So, I deleted the initial MobileAssessment.ObjectID text field and replaced it an integer version.  Then established a relationship between MobileAssessment.ObjectID (child) and Incident.i_id (parent) in association.

Then it was a matter of creating a report to show the MobileAssessment information related to an Incident, and dropping it into the MobileAssessment control added to a new tab in the Incident Workspace called “Field Assignment.”

Figure 1. Incident Workspace showing Field Assignment Tab

 

By clicking “Add New” on the Field Assignment Tab, the MobileAssessment workspace is opened and prepopulated with all but the Description information (see Figure 2).

The Deployment comes from a workspace rule that uses the incident product and category.

The Account name comes from the relationships between Incidents.acct_id, Account.acct_id, and MobileAssessment.Account

The Status comes from a workspace rule that triggers when a new record is created.

The ObjectID comes from the relationship between Incidents.i_id and MobileAssessment.ObjectID.

The description could easily be prepopulated with a workspace rule if attribute values from the incident record could be referenced in a workspace rule, but they cannot.  For example, the Incident subject could be copied to the MobileAssessment Description field, but that isn’t possible without a custom process.  So for now, the agent assigning the incident to a mobile employee will need to manually copy and paste the incident subject or type something in manually.

 

Figure 2. Source of data for MobileAssessment record automatically populated by OSC.

 

Listing of steps to integrate the MobileAssessment object with the Incident Object

  1. Install the Mobile Assessment objects per Oracle OPA documentation
  2. Delete the default ObjectID field that is a text attribute and replace it with an ObjectID field that is an integer attribute.
  3. Add the Date Created and Date Last Updated fields to the Mobile Assessment table if you want to know when the assignment occurred and when it was completed.
  4. Establish an association (or aggregation) relationship between Incident.i_id (parent) and MobileAssessment.ObjectID (child)
  5. Create a report for the mobile assessment object that shows the information desired and set a filter to work on the current Incident.i_id.
  6. Add workspace rules to the MobileAssessment workspace that use incident information to populate the Deployment and Status fields in the MobileAssessment object.
  7. Add a new tab to the Incident workspace for the Mobile Assessment.
  8. Drop the MobileAssessmentView control onto the Tab
  9. Link the report created in Step 4 to the MobileAssessmentView control.
  10. Test assignment from an incident
  11. Test the OPA Model in the OPA Mobile app.

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Comments ( 1 )
  • rainadawan Monday, February 12, 2018
    I simply wanted to thank you so much again. I am not sure the things
    that I might have gone through without the type of hints revealed by
    you regarding that situation.
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