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 Title | Column Title | Column Title |
|---|---|---|
| Host | String | Oracle host |
| Username | String | Oracle username |
| Password | SensitiveString | Oracle password |
| Customer Name | String | Full name of the customer |
| Customer Email | String | Email address of the customer |
| Subject | String | Subject of the incident |
| Description | String | Body/description of the incident |
| Queue ID | OptionalString | Queue ID to assign the incident to |
| Status ID | OptionalString | Status ID for the incident (e.g., 1=Unresolved, 2=Resolved) |
| Disposition ID | OptionalString | Disposition ID for categorising the incident (e.g., 55=General Information, 81=Product Query) |
| Staff Group ID | OptionalString | Staff Group ID for assigning a staff group to the ticket |
| Account ID | OptionalString | Account ID for assigning an account to the ticket |
Outputs
| Column Title | Column Title | Column Title |
|---|---|---|
| Success | Boolean | Whether the incident was successfully created |
| Incident ID | String | ID of the created incident |
| Reference Number | String | Reference number of the created incident |
| Contact ID | String | ID of the customer contact used for the incident |
Contact Management Process
The action follows this process for managing contacts:
- Searches for existing contacts by email address (checks first 10 recent contacts)
- If no email match is found, falls back to matching by customer name
- Creates a new contact only if no matches are found
- Returns the contact ID to use for incident creation
Updated 12 months ago