Documentation

Oracle Create Incident

Creates a new incident in Oracle Service Cloud through their REST API. This action handles contact creation/lookup and creates an incident with optional queue assignment, status, and disposition settings. It then updates the incident with the provided description as a private thread note.

Inputs

Column TitleColumn TitleColumn Title
HostStringOracle host
UsernameStringOracle username
PasswordSensitiveStringOracle password
Customer NameStringFull name of the customer
Customer EmailStringEmail address of the customer
SubjectStringSubject of the incident
DescriptionStringBody/description of the incident
Queue IDOptionalStringQueue ID to assign the incident to
Status IDOptionalStringStatus ID for the incident (e.g., 1=Unresolved, 2=Resolved)
Disposition IDOptionalStringDisposition ID for categorising the incident (e.g., 55=General Information, 81=Product Query)
Staff Group IDOptionalStringStaff Group ID for assigning a staff group to the ticket
Account IDOptionalStringAccount ID for assigning an account to the ticket

Outputs

Column TitleColumn TitleColumn Title
SuccessBooleanWhether the incident was successfully created
Incident IDStringID of the created incident
Reference NumberStringReference number of the created incident
Contact IDStringID of the customer contact used for the incident

Contact Management Process

The action follows this process for managing contacts:

  1. Searches for existing contacts by email address (checks first 10 recent contacts)
  2. If no email match is found, falls back to matching by customer name
  3. Creates a new contact only if no matches are found
  4. Returns the contact ID to use for incident creation