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AstraTeq has implemented a new help desk solution using Oracle SOA Suite,
including Oracle Service Bus, to integrate their consumer mobile application.
The help desk integration flow includes problem reporting, assignment, engagement, analysis, escalation,
resolution, status update, and customer feedback.
Oracle Real-Time Integration Business Insight, or simply "Insight,"
will allow AstraTeq’s business users and business owners
to model, collect, and monitor business-level metrics without reliance on IT.
With these metrics, they’ll be able to track paid support programs, measure resolution velocity,
evaluate technician performance, Identify high-maintenance products, and more.
Different personas work together to configure an Insight model,
including the Business User and the Integration Architect.
Nina, the business user, creates a new Insight model from the Designer tab.
Creating a model requires a name, a description,
terms for single and multiple instances (in this case "service request"),
and an icon to distinguish the model from others in the system.
Now that the model has been created, she’ll define the milestones within the model.
Milestones are points in a business process that represent important business progress,
and map to at least one point in the application implementation.
The help desk application is started when a user raises a service request to report a problem.
Nina creates a milestone representing this point in the model.
This particular milestone is classified as type initial.
Every time this milestone is passed, a new instance (or "service request") is initiated.
Nina adds additional milestones to the model that represent interim points of normal execution.
These are known as standard milestones.
The next milestone she defines is passed when a service ticket is suspended due to insufficient information.
Because it puts the service request into an unsuccessful state, she identifies it as an error milestone.
It’s not a terminal milestone because the service request will be resumed
once the missing information has been received from the customer.
Next, she adds another error milestone.
This milestone is passed if the help desk support engineer rejects the ticket.
From a business perspective, this is an error state,
and because the service request can't be completed after being rejected,
she identifies this milestone as a terminal error milestone.
Finally, she adds a milestone that marks the successful completion of a service request.
This is a terminal milestone.
Now that the milestones have been defined, Nina will associate indicators with them.
Indicators are key pieces of raw business data that are extracted as Insight observes
the execution of application instances. Indicators allow business users to gain insight into
the proper functioning of the application, and also allow comparisons between application instances.
There are three types of indicators: Unique Instance Identifier, Measures, and Dimensions.
Nina begins by creating the unique instance identifier,
which guarantees uniqueness among all integration instances.
The identifier points to a unique incidentID value.
She associates it with the milestone in which the incidentID becomes available.
Next, she defines the measures associated with milestones.
Measures identify values, which allow the state of the integration application to be quantified.
For example, a typical help desk application might define measures for Total Resolution Cost or Times Reported.
Finally, she defines the dimensions associated with milestones.
Dimensions provide a type of grouping and categorization of instances,
allowing for"slicing and dicing" of aggregate integration measures.
For example, a typical help desk might define dimensions for Customer Status,
Geographic Region, or Product Escalation Reason.
When Nina has defined each indicator, she saves the model and logs out of Insight.
In the next video in this series, the integration architect
will map each of these milestones to the underlying implementation, and then activate the model.
Thank you for watching!
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