Intelligent Advisor

Hi all,

I am trying to update interview which can be access by anonymous and customer portal users. The contact entity is already mapped to global entity and new incident is created under the contact matched by the email address. If no contact is matched by the email address, new contact is created and incident is created under it.

Now I have created 2 new custom objects in OSvC, ContactExt (parent of contact) and IncidentExt (parent of incident). I need to map some of the attributes to the fields in these parent objects. How should I define the relationship in Policy Modeling?

Here is the relationship in Oracle Service Cloud:

ContactExt (Parent of contact)
Contact (Parent of Incident)
IncidentExt (Parent of Incident)
Incident

• ContactExt → Contact (One-to-One)
• Contact → Incident (One-to-Many)
• IncidentExt → Incident (One-to-One)

I am struggling to define the entities and their relationships structure in Policy Modeling.

The requirements are:

1. New ContactExt should be created if doesn't already exists as a parent of the contact matched by email address.
2. New ContactExt should be created if contact is also newly created.
3. New IncidentExt should be created on each submission
4. New incident should be created and link to newly created IncidentExt

When I try to create relationship from ContactExt to contact, it gives an error ‘A relationship cannot target the global entity’

Thanks

Bishnu