Oracle Cloud Infrastructure Documentation

Create an Incident Report

You can create an incident report (or service request) for Oracle B2C Service or Oracle Fusion Service from any skill.

To create an incident report from your skill:

  1. Go to Settings > Additional Services > Customer Service Integration and create an integration with the needed service.

    You only need to do this once per instance.

  2. Add the incident creation component to your flow. For the Visual Flow Designer, see Incident Creation. For YAML, see System.IncidentCreation.

    If you have created a Oracle Fusion Service integration and have selected Allow only signed-in users to create service request as the authentication type, you also need to do the following:

    1. Set the Incident Creation component's Requires Authentication setting to True.
    2. Add an OAuth Account Link component to the dialog flow to handle user authentication. For the Visual Flow Designer, see OAuth Account Link. For YAML, see System.OAuthAccountLink.

Tip:

After creating and configuring the Incident Creation component, click Validate in the page's banner to validate the skill. Among other things, this validation will ensure that you have entered a service name in the Incident Creation component that matches the name you have given to the customer service integration that you created.