I have unsuccessfully tried various methods of setting up a single OPA interview to create a Service Cloud Incident record and a Service Cloud Accident record (custom object).
Scenario: a user is reporting a workplace accident, for which the business needs an Incident and an Accident record in Service Cloud, with the two linked via an attribute
Service Cloud setup:
A custom object 'Accident' has been created with various fields and the following Parent-Child attributes in order to link the custom object to both a Contact and Incident record:
Parent Object: OracleServiceCloud.Contact c_id (association)
Parent Object: OracleServiceCloud.Incident i_id (association)
OPA setup:
Data mapping: Customer Portal users (Contact) (the widget has been deployed and works correctly)
At the start of interview: n/a
At end of interview: Create new Incident
Entities:
Global <Incident>
the accident <Accident> (mapped to Accident via CO$Accident$Incident of Incident, instances of Accident (from Incident) will be created when the interview is submitted)
Within the Global entity, I map in the Contact ID and map it out as the incident's PrimaryContact.Contact. I also map out attributes for an Incident Queue ID and Incident Subject
Within the Accident entity, I map out only each field I am capturing in the interview (accident date, description, location etc)
Problem: I have tried various combinations of entities and mapping but only ever seem to create 1 object in Service Cloud, either an Incident record (linked to the Contact) or an Accident custom object record (linked to the Contact).
Could someone offer any pointers on how I need to set up the interview to accommodate creation of both records at the same time?
Is the issue with my Rules, do I need some sort of entity function to facilitate creating both records in Service Cloud?
Or is the issue with my intentions, do I need to perhaps create an incident in one interview, then in a second interview load incident at start and create an accident?
Any advice welcomed, thank you in advance!
chris