Oracle Utilities Customer Care And Billing Integration To Oracle Field .
Oracle Utilities Customer Care and BillingIntegration to Oracle Field ServiceConfiguration GuideRelease 21BF43827-01August 2021
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ContentsPreface. iAudience . iiDocumentation and Resources . iiDocumentation Accessibility . iiiConventions. iiiAcronyms. iiiChapter 1Introduction . 1-1Overview of the Integration . 1-2About Oracle Utilities Customer Care and Billing . 1-2About Oracle Field Service . 1-2About Oracle Integration Cloud . 1-3Software Requirements. 1-3Chapter 2Solution Architecture . 2-1Solution Diagram. 2-2Synchronous. 2-2One-way Asynchronous. 2-3Business Flows .2-4Create/Update Field Activity (Oracle Utilities Customer Care and Billing initiated) . 2-4Cancel Field Activity (Oracle Utilities Customer Care and Billing initiated) . 2-5Appointment Window Request (Oracle Utilities Customer Care and Billing initiated). 2-7Interim Activity Status (Oracle Field Service initiated) . 2-8Device Verification (Oracle Field Service initiated). 2-10Create Activity (Oracle Field Service initiated). 2-11Activity Completion/Cancellation (Oracle Field Service initiated). 2-12Query Service Point (Oracle Field Service initiated) . 2-14Chapter 3Configuring Oracle Utilities Customer Care and Billing. 3-1System Configuration.3-2Message Senders . 3-2Outbound Message Types . 3-3External System . 3-4Service Provider. 3-5Feature Configuration . 3-5Dispatch Group. 3-6Managing Catalog Services . 3-7Field Activity Types . 3-7Configuring Admin Data Tables. 3-8Adding Oracle Integration Cloud Certificates . 3-10Accessing XAI Inbound Service as Inbound Web Service (IWS). 3-10Contents - iOracle Utilities Customer Care and Billing Integration to Oracle Field Service Configuration Guide
Chapter 4Configuring Oracle Field Service . 4-1Integrating Using Oracle Integration Cloud. 4-2Configuring Oracle Field Service . 4-2Creating Time Slots. 4-3Creating Work Skills . 4-3Creating Capacity Categories. 4-4Designating Buckets for Capacity or Quota Management . 4-6Adding Quota to Bucket. 4-7Configuring Plug-ins . 4-8Chapter 5Importing, Configuring, and Testing Integration Connections in Oracle Integration Cloud . 5-1Importing the Oracle Integration Cloud Package from Oracle Cloud Marketplace. 5-2Verifying the Package Import. 5-2Configuring Connections in Oracle Integration Cloud . 5-4Configuring Oracle Utilities SOAP CCB for CCB-OFSC Connection. 5-4Configuring Oracle Utilities REST OFSC for CCB-OFSC Connection. 5-4Configuring Oracle Utilities OFSC for CCB-OFSC Connection. 5-4Configuring Oracle Utilities REST OFSC Appmt for CCB-OFSC Connection. 5-5Configuring Agent (if applicable). 5-5Possible Combinations . 5-5Creating an Agent Group. 5-6Downloading Agent Installer . 5-6Installing On-Premises Agent . 5-6Setting up Certificates for Security. 5-7Chapter 6Configuring Lookups, Error Handling, and Email Notifications . 6-1Configuring Lookups . 6-2Editing Lookups. 6-4Configuration Properties . 6-5Error Handling. 6-6Error Handling Ways. 6-6Resubmitting the Error Instances in Oracle Integration Cloud . 6-7Email Notifications . 6-7Chapter 7Extension Libraries in Oracle Integration Cloud. 7-1Chapter 8Customizations . 8-1Adding New Mappings. 8-2Chapter 9Activating and Testing the Integration Flows. 9-1Prerequisites. 9-2Activating Integration Flows . 9-2Testing the Integration Flows. 9-2Chapter 10Monitoring and Troubleshooting . 10-1Oracle Utilities Customer Care and Billing. 10-2Oracle Utilities Customer Care and Billing Error Logs . 10-2Oracle Integration Cloud. 10-2Monitoring Integration Flows . 10-2Troubleshooting . 10-3Contents - iiOracle Utilities Customer Care and Billing Integration to Oracle Field Service Configuration Guide
PrefaceWelcome to the Oracle Utilities Customer Care and Billing Integration to Oracle FieldService Configuration Guide.The preface includes the following: Audience Documentation and Resources Documentation Accessibility Conventions AcronymsPreface - iOracle Utilities Customer Care and Billing Integration to Oracle Field Service Configuration Guide
AudienceAudienceThis document is intended for anyone implementing the Oracle Utilities Customer Careand Billing Integration to Oracle Field Service.Documentation and ResourcesFor more information regarding this integration, foundation technology and the edgeapplications, refer to the following documents:Product DocumentationTopicDescriptionOracle Utilities Customer Care and BillingIntegration to Oracle Field ServicedocumentationOracle Utilities Customer Care and BillingdocumentationOracle Field Service documentationRefer to the Oracle Utilities applicationsdocumentation page:http://docs.oracle.com/cd/E72219 oud/saas/field-service/21c/index.htmlAdditional DocumentationResourceLocationOracle SupportVisit My Oracle Support at https://support.oracle.com regularly to stay informed aboutupdates and patches.Refer to the Certification Matrix for Oracle UtilitiesProducts (Doc ID 1454143.1) on My Oracle Support todetermine if support for newer versions of the listedproducts is included.For more information, refer to the Oracle UtilitiesIntegrations page at roductinfo/utilities/integration/index.htmOracle Technology Network (OTN)Latest versions of tmlOracle Universityfor training opportunitieshttp://education.oracle.com/Preface - iiOracle Utilities Customer Care and Billing Integration to Oracle Field Service Configuration Guide
Documentation AccessibilityDocumentation AccessibilityFor information about Oracle's commitment to accessibility, visit the Oracle AccessibilityProgram website at http://www.oracle.com/pls/topic/lookup?ctx acc&id docacc.Access to Oracle SupportOracle customers have access to electronic support for the hearing impaired. Visit:http://www.oracle.com/pls/topic/lookup?ctx acc&id info or http://www.oracle.com/pls/topic/lookup?ctx acc&id trsConventionsThe following text conventions are used in this document:ConventionMeaningboldfaceBoldface type indicates graphical user interface elements associated with anaction, or terms defined in text or the glossary.italicItalic type indicates book titles, emphasis, or placeholder variables for whichyou supply particular values.monospaceMonospace type indicates commands within a paragraph, URLs, code inexamples, text that appears on the screen, or text that you enter.AcronymsThe following terms are used in this document:TermExpanded FormOFSOracle Field ServiceOICOracle Integration CloudDVMDomain Value Map (Lookup)CCB/OUCCBOracle Utilities Customer Care and BillingPreface - iiiOracle Utilities Customer Care and Billing Integration to Oracle Field Service Configuration Guide
Chapter 1IntroductionThis chapter provides an overview about the integration between Oracle UtilitiesCustomer Care and Billing and Oracle Field Service using Oracle Integration Cloud. Itfocuses on software requirements, Oracle Integration Cloud, and business standpoint ofthe integration.The chapter includes the following: Overview of the Integration About Oracle Utilities Customer Care and Billing About Oracle Field Service About Oracle Integration Cloud Software RequirementsIntroduction 1 - 1Oracle Utilities Customer Care and Billing Integration to Oracle Field Service Configuration Guide
Overview of the IntegrationOverview of the IntegrationOracle Utilities Customer Care and Billing Integration to Oracle Field Service helps tomanage a fieldwork originated in the Oracle Utilities Customer Care and Billing solutionin Oracle Field Service. The integration can be leveraged to create appointments andinitiate/update/cancel activities in the field using the Oracle Field Service solution.The major business flows revolve around activities, appointments, devices, and servicepoints. The activities are created in Oracle Utilities Customer Care and Billing and sent toOracle Field Service for the mobile worker to perform the activity. The field activitycompletion information is sent from Oracle Field Service to Oracle Utilities CustomerCare and Billing where it is processed by Oracle Utilities Customer Care and Billing. Inaddition, the integration supports item/device verification, an ability to send interimstatus of a field activity and the related pick-up orders from Oracle Field Service toOracle Utilities Customer Care and Billing. Create the related pick-up orders and OracleField Service queries for service point information from Oracle Utilities Customer Careand Billing in order to create an unrelated pickup order.About Oracle Utilities Customer Care and BillingOracle Utilities Customer Care and Billing manages customer information associatedwith field activities and processes the associated billing. Typically processing begins whena customer logs a request, or field activity, for work. Oracle Utilities Customer Care andBilling communicates this field activity to Oracle Field Service as a work order/activity.About Oracle Field ServiceOracle Field Service is built on time-based, self-learning, and predictive technology,empowering to solve business problems while evolving the field service organization. Ithas various modules to choose, such as forecasting, routing, capacity, mobility,collaboration, core manage, smart location, customer communication, and more. Itleverages the performance pattern profiles to create optimal daily routes and schedulesand continues to learn as employee work patterns change over time.Introduction 1 - 2Oracle Utilities Customer Care and Billing Integration to Oracle Field Service Configuration Guide
About Oracle Integration CloudAbout Oracle Integration CloudOracle Integration Cloud is a unified platform to integrate the applications, automateprocesses, and create applications.Using the Process Builder the business processes can be rapidly designed, automated, andmanaged in the cloud. Using integrations connect the applications into a continuousbusiness flow. The applications that are on cloud and on premises can be integrated usingOracle Integration Cloud. The lookups help to match application specific codes betweenthe two applications.Integration Insights and Stream Analytics helps to simplify and extract business metricsand create custom dashboards.Software RequirementsThe application supported versions are: Oracle Utilities Customer Care and Billing - V2.8.0.0.0 or higher Oracle Integration Cloud - V21.2.3.0.0 or higher Oracle Field Service - 21C or higherThe latest supported platform information for various Oracle Utilities applications andintegration products is available in the Certification Matrix for Oracle Utilities Products (Doc ID1454143.1) on My Oracle Support.Introduction 1 - 3Oracle Utilities Customer Care and Billing Integration to Oracle Field Service Configuration Guide
Chapter 2Solution ArchitectureThis chapter provides an overview of the application architecture used by the integration,including: Solution Diagram Business FlowsSolution Architecture 2 - 1Oracle Utilities Customer Care and Billing Integration to Oracle Field Service Configuration Guide
Solution DiagramSolution DiagramThe technical aspects involved in Oracle Utilities Customer Care and Billing Integrationto Oracle Field Service are: It is an integration between Oracle Utilities Customer Care and Billing andOracle Field Service. The integration layer is made up of integration processes deployed on OracleIntegration Cloud. It uses web services and REST APIs to facilitate communication between thesetwo applications. In the Oracle Utilities Customer Care and Billing initiated processes, outboundmessages are sent and Oracle Field Service uses REST API to receive themessages. In the Oracle Field Service initiated processes, events are triggered and OracleUtilities Customer Care and Billing uses inbound web services (IWS) to receivethe messages.The integration patterns used in this solution are:Synchronous Synchronous One-way AsynchronousThe synchronous integration process:1. Receives request message from the source application.2. Transforms the message from source format to the target format. Lookups are usedfor data translations.3. Invokes the target application.4. Transforms the message (after invoking the target application) from the targetformat back to the source format. It sends back an acknowledgment/synchronousresponse to the source application.5. In case of any error, the global fault handler catches them and sends the transformederror message to the source application.6. An optional email notification is sent to the respective users as configured.The integration processes using this pattern are: Create/Update Activity (Oracle Utilities Customer Care and Billing initiated) Cancel Activity (Oracle Utilities Customer Care and Billing initiated) Appointment Window Request (Oracle Utilities Customer Care and Billinginitiated) Device Verification (Oracle Field Service initiated) Query Service Point (Oracle Field Service initiated)Solution Architecture 2 - 2Oracle Utilities Customer Care and Billing Integration to Oracle Field Service Configuration Guide
One-way AsynchronousOne-way AsynchronousThe one-way asynchronous integration process:1. Receives request message from the source application.2. Transforms message from the source to the target format. Lookups are used for datatranslations.3. Invokes target application to send the request message.4. In case of any error, the global fault handler catches them.5. An optional email notification is sent to the respective users as configured.6. The error instance can be re-submitted from Oracle Integration Cloud. Refer to theError Handling section in Chapter 6: Configuring Lookups, Error Handling, andEmail Notifications for more details.The integration processes using this pattern are: Create Activity (Oracle Field Service initiated) Activity Completion/Cancellation (Oracle Field Service initiated) Interim Activity Status (Oracle Field Service initiated)Solution Architecture 2 - 3Oracle Utilities Customer Care and Billing Integration to Oracle Field Service Configuration Guide
Business FlowsBusiness FlowsThe integration scope supports the following business processes: Create/Update Field Activity (Oracle Utilities Customer Care and Billinginitiated) Cancel Field Activity (Oracle Utilities Customer Care and Billing initiated) Appointment Window Request (Oracle Utilities Customer Care and Billinginitiated) Interim Activity Status (Oracle Field Service initiated) Device Verification (Oracle Field Service initiated) Create Activity (Oracle Field Service initiated) Activity Completion/Cancellation (Oracle Field Service initiated) Query Service Point (Oracle Field Service initiated)Create/Update Field Activity (Oracle Utilities Customer Care and Billinginitiated)This integration process is used to accept request from Oracle Utilities Customer Careand Billing to create or update activities in Oracle Field Service. The information is sentsynchronously from Oracle Utilities Customer Care and Billing, regardless of the activitytype, and Oracle Field Service sends back a synchronous response.The following
Oracle Field Service for the mobile worker to perform the activity. The field activity completion information is sent from Oracle Field Service to Oracle Utilities Customer Care and Billing where it is processed by Oracle Utilities Customer Care and Billing. In addition, the integration supports item/device verification, an ability to send interim
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