IncidentClient

class oci.cims.IncidentClient(config, **kwargs)

Use the Support Management API to manage support requests. For more information, see [Getting Help and Contacting Support](/iaas/Content/GSG/Tasks/contactingsupport.htm). Note: Before you can create service requests with this API, you need to have an Oracle Single Sign On (SSO) account, and you need to register your Customer Support Identifier (CSI) with My Oracle Support.

Methods

__init__(config, **kwargs) Creates a new service client
create_incident(create_incident_details, …) Enables the customer to create an support ticket.
get_incident(incident_key, csi, ocid, **kwargs) Gets the details of the support ticket.
get_status(source, ocid, **kwargs) Gets the status of the service.
list_incident_resource_types(problem_type, …) During support ticket creation, returns the list of all possible products that Oracle Cloud Infrastructure supports.
list_incidents(csi, compartment_id, ocid, …) Returns the list of support tickets raised by the tenancy.
update_incident(incident_key, csi, …) Updates the specified support ticket’s information.
validate_user(csi, ocid, **kwargs) Checks whether the requested user is valid.
__init__(config, **kwargs)

Creates a new service client

Parameters:
  • config (dict) – Configuration keys and values as per SDK and Tool Configuration. The from_file() method can be used to load configuration from a file. Alternatively, a dict can be passed. You can validate_config the dict using validate_config()
  • service_endpoint (str) – (optional) The endpoint of the service to call using this client. For example https://iaas.us-ashburn-1.oraclecloud.com. If this keyword argument is not provided then it will be derived using the region in the config parameter. You should only provide this keyword argument if you have an explicit need to specify a service endpoint.
  • timeout (float or tuple(float, float)) – (optional) The connection and read timeouts for the client. The default values are connection timeout 10 seconds and read timeout 60 seconds. This keyword argument can be provided as a single float, in which case the value provided is used for both the read and connection timeouts, or as a tuple of two floats. If a tuple is provided then the first value is used as the connection timeout and the second value as the read timeout.
  • signer (AbstractBaseSigner) –

    (optional) The signer to use when signing requests made by the service client. The default is to use a Signer based on the values provided in the config parameter.

    One use case for this parameter is for Instance Principals authentication by passing an instance of InstancePrincipalsSecurityTokenSigner as the value for this keyword argument

  • retry_strategy (obj) –

    (optional) A retry strategy to apply to all calls made by this service client (i.e. at the client level). There is no retry strategy applied by default. Retry strategies can also be applied at the operation level by passing a retry_strategy keyword argument as part of calling the operation. Any value provided at the operation level will override whatever is specified at the client level.

    This should be one of the strategies available in the retry module. A convenience DEFAULT_RETRY_STRATEGY is also available. The specifics of the default retry strategy are described here.

create_incident(create_incident_details, ocid, **kwargs)

Enables the customer to create an support ticket.

Parameters:
  • create_incident_details (CreateIncident) – (required) Incident information
  • ocid (str) – (required) User OCID for Oracle Identity Cloud Service (IDCS) users who also have a federated Oracle Cloud Infrastructure account.
  • opc_request_id (str) – (optional) Unique Oracle-assigned identifier for the request. If you need to contact Oracle about a particular request, please provide the request ID.
  • homeregion (str) – (optional) The region of the tenancy.
  • retry_strategy (obj) –

    (optional) A retry strategy to apply to this specific operation/call. This will override any retry strategy set at the client-level.

    This should be one of the strategies available in the retry module. A convenience DEFAULT_RETRY_STRATEGY is also available. The specifics of the default retry strategy are described here.

    To have this operation explicitly not perform any retries, pass an instance of NoneRetryStrategy.

Returns:

A Response object with data of type Incident

Return type:

Response

get_incident(incident_key, csi, ocid, **kwargs)

Gets the details of the support ticket.

Parameters:
  • incident_key (str) – (required) Unique identifier for the support ticket.
  • csi (str) – (required) The Customer Support Identifier associated with the support account.
  • ocid (str) – (required) User OCID for Oracle Identity Cloud Service (IDCS) users who also have a federated Oracle Cloud Infrastructure account.
  • opc_request_id (str) – (optional) Unique Oracle-assigned identifier for the request. If you need to contact Oracle about a particular request, please provide the request ID.
  • homeregion (str) – (optional) The region of the tenancy.
  • problem_type (str) – (optional) The kind of support request.
  • retry_strategy (obj) –

    (optional) A retry strategy to apply to this specific operation/call. This will override any retry strategy set at the client-level.

    This should be one of the strategies available in the retry module. A convenience DEFAULT_RETRY_STRATEGY is also available. The specifics of the default retry strategy are described here.

    To have this operation explicitly not perform any retries, pass an instance of NoneRetryStrategy.

Returns:

A Response object with data of type Incident

Return type:

Response

get_status(source, ocid, **kwargs)

Gets the status of the service.

Parameters:
  • source (str) – (required) The system that generated the support ticket, such as My Oracle Support.
  • ocid (str) – (required) User OCID for Oracle Identity Cloud Service (IDCS) users who also have a federated Oracle Cloud Infrastructure account.
  • opc_request_id (str) – (optional) Unique Oracle-assigned identifier for the request. If you need to contact Oracle about a particular request, please provide the request ID.
  • homeregion (str) – (optional) The region of the tenancy.
  • retry_strategy (obj) –

    (optional) A retry strategy to apply to this specific operation/call. This will override any retry strategy set at the client-level.

    This should be one of the strategies available in the retry module. A convenience DEFAULT_RETRY_STRATEGY is also available. The specifics of the default retry strategy are described here.

    To have this operation explicitly not perform any retries, pass an instance of NoneRetryStrategy.

Returns:

A Response object with data of type Status

Return type:

Response

list_incident_resource_types(problem_type, compartment_id, csi, ocid, **kwargs)

During support ticket creation, returns the list of all possible products that Oracle Cloud Infrastructure supports.

Parameters:
  • problem_type (str) – (required) The kind of support request.
  • compartment_id (str) – (required) The OCID of the tenancy.
  • csi (str) – (required) The Customer Support Identifier associated with the support account.
  • ocid (str) – (required) User OCID for Oracle Identity Cloud Service (IDCS) users who also have a federated Oracle Cloud Infrastructure account.
  • opc_request_id (str) – (optional) Unique Oracle-assigned identifier for the request. If you need to contact Oracle about a particular request, please provide the request ID.
  • limit (int) –

    (optional) For list pagination. The maximum number of results per page, or items to return in a paginated “List” call. For important details about how pagination works, see List Pagination.

  • page (str) –

    (optional) For list pagination. The value of the opc-next-page response header from the previous “List” call. For important details about how pagination works, see List Pagination.

  • sort_by (str) –

    (optional) The key to use to sort the returned items.

    Allowed values are: “dateUpdated”, “severity”

  • sort_order (str) –

    (optional) The order to sort the results in.

    Allowed values are: “ASC”, “DESC”

  • name (str) – (optional) The user-friendly name of the incident type.
  • homeregion (str) – (optional) The region of the tenancy.
  • retry_strategy (obj) –

    (optional) A retry strategy to apply to this specific operation/call. This will override any retry strategy set at the client-level.

    This should be one of the strategies available in the retry module. A convenience DEFAULT_RETRY_STRATEGY is also available. The specifics of the default retry strategy are described here.

    To have this operation explicitly not perform any retries, pass an instance of NoneRetryStrategy.

Returns:

A Response object with data of type list of IncidentResourceType

Return type:

Response

list_incidents(csi, compartment_id, ocid, **kwargs)

Returns the list of support tickets raised by the tenancy.

Parameters:
  • csi (str) – (required) The Customer Support Identifier associated with the support account.
  • compartment_id (str) – (required) The OCID of the tenancy.
  • ocid (str) – (required) User OCID for Oracle Identity Cloud Service (IDCS) users who also have a federated Oracle Cloud Infrastructure account.
  • limit (int) –

    (optional) For list pagination. The maximum number of results per page, or items to return in a paginated “List” call. For important details about how pagination works, see List Pagination.

  • sort_by (str) –

    (optional) The key to use to sort the returned items.

    Allowed values are: “dateUpdated”, “severity”

  • sort_order (str) –

    (optional) The order to sort the results in.

    Allowed values are: “ASC”, “DESC”

  • lifecycle_state (str) –

    (optional) The current state of the ticket.

    Allowed values are: “ACTIVE”, “CLOSED”

  • page (str) –

    (optional) For list pagination. The value of the opc-next-page response header from the previous “List” call. For important details about how pagination works, see List Pagination.

  • opc_request_id (str) – (optional) Unique Oracle-assigned identifier for the request. If you need to contact Oracle about a particular request, please provide the request ID.
  • homeregion (str) – (optional) The region of the tenancy.
  • problem_type (str) – (optional) The kind of support request.
  • retry_strategy (obj) –

    (optional) A retry strategy to apply to this specific operation/call. This will override any retry strategy set at the client-level.

    This should be one of the strategies available in the retry module. A convenience DEFAULT_RETRY_STRATEGY is also available. The specifics of the default retry strategy are described here.

    To have this operation explicitly not perform any retries, pass an instance of NoneRetryStrategy.

Returns:

A Response object with data of type list of IncidentSummary

Return type:

Response

update_incident(incident_key, csi, update_incident_details, ocid, **kwargs)

Updates the specified support ticket’s information.

Parameters:
  • incident_key (str) – (required) Unique identifier for the support ticket.
  • csi (str) – (required) The Customer Support Identifier associated with the support account.
  • update_incident_details (UpdateIncident) – (required) Details about the support ticket being updated.
  • ocid (str) – (required) User OCID for Oracle Identity Cloud Service (IDCS) users who also have a federated Oracle Cloud Infrastructure account.
  • opc_request_id (str) – (optional) Unique Oracle-assigned identifier for the request. If you need to contact Oracle about a particular request, please provide the request ID.
  • if_match (str) – (optional) For optimistic concurrency control. In the PUT or DELETE call for a resource, set the if-match parameter to the value of the etag from a previous GET or POST response for that resource. The resource will be updated or deleted only if the etag you provide matches the resource’s current etag value.
  • homeregion (str) – (optional) The region of the tenancy.
  • retry_strategy (obj) –

    (optional) A retry strategy to apply to this specific operation/call. This will override any retry strategy set at the client-level.

    This should be one of the strategies available in the retry module. A convenience DEFAULT_RETRY_STRATEGY is also available. The specifics of the default retry strategy are described here.

    To have this operation explicitly not perform any retries, pass an instance of NoneRetryStrategy.

Returns:

A Response object with data of type Incident

Return type:

Response

validate_user(csi, ocid, **kwargs)

Checks whether the requested user is valid.

Parameters:
  • csi (str) – (required) The Customer Support Identifier number for the support account.
  • ocid (str) – (required) User OCID for Oracle Identity Cloud Service (IDCS) users who also have a federated Oracle Cloud Infrastructure account.
  • opc_request_id (str) – (optional) Unique Oracle-assigned identifier for the request. If you need to contact Oracle about a particular request, please provide the request ID.
  • problem_type (str) – (optional) The kind of support request.
  • homeregion (str) – (optional) The region of the tenancy.
  • retry_strategy (obj) –

    (optional) A retry strategy to apply to this specific operation/call. This will override any retry strategy set at the client-level.

    This should be one of the strategies available in the retry module. A convenience DEFAULT_RETRY_STRATEGY is also available. The specifics of the default retry strategy are described here.

    To have this operation explicitly not perform any retries, pass an instance of NoneRetryStrategy.

Returns:

A Response object with data of type ValidationResponse

Return type:

Response