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, …) Creates a support ticket in the specified tenancy.
get_incident(incident_key, compartment_id, …) Gets the specified support ticket.
list_incident_resource_types(problem_type, …) Depending on the selected productType, either lists available products (service groups, services, service categories, and subcategories) for technical support tickets or lists limits and current usage for limit increase tickets.
list_incidents(compartment_id, **kwargs) Lists support tickets for the specified tenancy.
update_incident(incident_key, …) Updates the specified support ticket.
validate_user(**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.

  • circuit_breaker_strategy (obj) – (optional) A circuit breaker strategy to apply to all calls made by this service client (i.e. at the client level). This client uses DEFAULT_CIRCUIT_BREAKER_STRATEGY as default if no circuit breaker strategy is provided. The specifics of circuit breaker strategy are described here.
  • circuit_breaker_callback (function) – (optional) Callback function to receive any exceptions triggerred by the circuit breaker.
  • client_level_realm_specific_endpoint_template_enabled (bool) – (optional) A boolean flag to indicate whether or not this client should be created with realm specific endpoint template enabled or disable. By default, this will be set as None.
  • allow_control_chars – (optional) allow_control_chars is a boolean to indicate whether or not this client should allow control characters in the response object. By default, the client will not allow control characters to be in the response object.
create_incident(create_incident_details, **kwargs)

Creates a support ticket in the specified tenancy. For more information, see Creating Support Requests.

Parameters:
  • create_incident_details (oci.cims.models.CreateIncident) – (required) Incident information
  • 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.
  • ocid (str) – (optional) User OCID for Oracle Identity Cloud Service (IDCS) users who also have a federated Oracle Cloud Infrastructure account. User OCID is mandatory for OCI Users and optional for Multicloud users.
  • homeregion (str) – (optional) The region of the tenancy.
  • bearertokentype (str) – (optional) Token type that determine which cloud provider the request come from.
  • bearertoken (str) – (optional) Token that provided by multi cloud provider, which help to validate the email.
  • idtoken (str) – (optional) IdToken that provided by multi cloud provider, which help to validate the email.
  • domainid (str) – (optional) The OCID of identity domain. DomainID is mandatory if the user is part of Non Default Identity domain.
  • 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. This operation will not retry by default, users can also use the convenient DEFAULT_RETRY_STRATEGY provided by the SDK to enable retries for it. The specifics of the default retry strategy are described here.

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

  • allow_control_chars (bool) – (optional) allow_control_chars is a boolean to indicate whether or not this request should allow control characters in the response object. By default, the response will not allow control characters in strings
Returns:

A Response object with data of type Incident
Return type:

Response
Example:

Click here to see an example of how to use create_incident API.

get_incident(incident_key, compartment_id, **kwargs)

Gets the specified support ticket. For more information, see Getting Details for a Support Request.

Parameters:
  • incident_key (str) – (required) Unique identifier for the support ticket.
  • compartment_id (str) – (required) The OCID of the tenancy.
  • 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.
  • csi (str) – (optional) The Customer Support Identifier (CSI) number associated with the support account. The CSI is required for technical support tickets and optional for limits and billing tickets.
  • ocid (str) – (optional) User OCID for Oracle Identity Cloud Service (IDCS) users who also have a federated Oracle Cloud Infrastructure account. User OCID is mandatory for OCI Users and optional for Multicloud users.
  • homeregion (str) – (optional) The region of the tenancy.
  • problemtype (str) – (optional) The kind of support request.
  • bearertokentype (str) – (optional) Token type that determine which cloud provider the request come from.
  • bearertoken (str) – (optional) Token that provided by multi cloud provider, which help to validate the email.
  • idtoken (str) – (optional) IdToken that provided by multi cloud provider, which help to validate the email.
  • domainid (str) – (optional) The OCID of identity domain. DomainID is mandatory if the user is part of Non Default Identity domain.
  • 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. This operation will not retry by default, users can also use the convenient DEFAULT_RETRY_STRATEGY provided by the SDK to enable retries for it. The specifics of the default retry strategy are described here.

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

  • allow_control_chars (bool) – (optional) allow_control_chars is a boolean to indicate whether or not this request should allow control characters in the response object. By default, the response will not allow control characters in strings
Returns:

A Response object with data of type Incident
Return type:

Response
Example:

Click here to see an example of how to use get_incident API.

list_incident_resource_types(problem_type, compartment_id, **kwargs)

Depending on the selected productType, either lists available products (service groups, services, service categories, and subcategories) for technical support tickets or lists limits and current usage for limit increase tickets. This operation is called during creation of technical support and limit increase tickets. For more information about listing products, see Listing Products for Support Requests. For more information about listing limits, see Listing Limits for Service Limit Increase Requests.

Parameters:
  • problem_type (str) – (required) The kind of support request.
  • compartment_id (str) – (required) The OCID of the tenancy.
  • 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 support ticket type.
  • csi (str) – (optional) The Customer Support Identifier (CSI) number associated with the support account. The CSI is required for technical support tickets and optional for limits and billing tickets.
  • ocid (str) – (optional) User OCID for Oracle Identity Cloud Service (IDCS) users who also have a federated Oracle Cloud Infrastructure account. User OCID is mandatory for OCI Users and optional for Multicloud users.
  • homeregion (str) – (optional) The region of the tenancy.
  • domainid (str) – (optional) The OCID of identity domain. DomainID is mandatory if the user is part of Non Default Identity domain.
  • 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. This operation will not retry by default, users can also use the convenient DEFAULT_RETRY_STRATEGY provided by the SDK to enable retries for it. The specifics of the default retry strategy are described here.

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

  • allow_control_chars (bool) – (optional) allow_control_chars is a boolean to indicate whether or not this request should allow control characters in the response object. By default, the response will not allow control characters in strings
Returns:

A Response object with data of type list of IncidentResourceType
Return type:

Response
Example:

Click here to see an example of how to use list_incident_resource_types API.

list_incidents(compartment_id, **kwargs)

Lists support tickets for the specified tenancy. For more information, see Listing Support Requests.

Parameters:
  • compartment_id (str) – (required) The OCID of the tenancy.
  • csi (str) – (optional) The Customer Support Identifier (CSI) number associated with the support account. The CSI is required for technical support tickets and optional for limits and billing tickets.
  • 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.
  • ocid (str) – (optional) User OCID for Oracle Identity Cloud Service (IDCS) users who also have a federated Oracle Cloud Infrastructure account. User OCID is mandatory for OCI Users and optional for Multicloud users.
  • homeregion (str) – (optional) The region of the tenancy.
  • problem_type (str) – (optional) The kind of support request.
  • bearertokentype (str) – (optional) Token type that determine which cloud provider the request come from.
  • bearertoken (str) – (optional) Token that provided by multi cloud provider, which help to validate the email.
  • idtoken (str) – (optional) IdToken that provided by multi cloud provider, which help to validate the email.
  • domainid (str) – (optional) The OCID of identity domain. DomainID is mandatory if the user is part of Non Default Identity domain.
  • 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. This operation will not retry by default, users can also use the convenient DEFAULT_RETRY_STRATEGY provided by the SDK to enable retries for it. The specifics of the default retry strategy are described here.

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

  • allow_control_chars (bool) – (optional) allow_control_chars is a boolean to indicate whether or not this request should allow control characters in the response object. By default, the response will not allow control characters in strings
Returns:

A Response object with data of type list of IncidentSummary
Return type:

Response
Example:

Click here to see an example of how to use list_incidents API.

update_incident(incident_key, update_incident_details, compartment_id, **kwargs)

Updates the specified support ticket. For more information, see Updating Support Requests.

Parameters:
  • incident_key (str) – (required) Unique identifier for the support ticket.
  • update_incident_details (oci.cims.models.UpdateIncident) – (required) Details about the support ticket being updated.
  • compartment_id (str) – (required) The OCID of the tenancy.
  • csi (str) – (optional) The Customer Support Identifier (CSI) number associated with the support account. The CSI is required for technical support tickets and optional for limits and billing tickets.
  • 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.
  • ocid (str) – (optional) User OCID for Oracle Identity Cloud Service (IDCS) users who also have a federated Oracle Cloud Infrastructure account. User OCID is mandatory for OCI Users and optional for Multicloud users.
  • homeregion (str) – (optional) The region of the tenancy.
  • bearertokentype (str) – (optional) Token type that determine which cloud provider the request come from.
  • bearertoken (str) – (optional) Token that provided by multi cloud provider, which help to validate the email.
  • idtoken (str) – (optional) IdToken that provided by multi cloud provider, which help to validate the email.
  • domainid (str) – (optional) The OCID of identity domain. DomainID is mandatory if the user is part of Non Default Identity domain.
  • 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. This operation will not retry by default, users can also use the convenient DEFAULT_RETRY_STRATEGY provided by the SDK to enable retries for it. The specifics of the default retry strategy are described here.

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

  • allow_control_chars (bool) – (optional) allow_control_chars is a boolean to indicate whether or not this request should allow control characters in the response object. By default, the response will not allow control characters in strings
Returns:

A Response object with data of type Incident
Return type:

Response
Example:

Click here to see an example of how to use update_incident API.

validate_user(**kwargs)

Checks whether the requested user is valid. For more information, see Validating a User.

Parameters:
  • csi (str) – (optional) The Customer Support Identifier (CSI) number associated with the support account. The CSI is required for technical support tickets and optional for limits and billing tickets.
  • 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.

    Allowed values are: “LIMIT”, “LEGACY_LIMIT”, “TECH”, “ACCOUNT”, “TAXONOMY”

  • ocid (str) – (optional) User OCID for Oracle Identity Cloud Service (IDCS) users who also have a federated Oracle Cloud Infrastructure account. User OCID is mandatory for OCI Users and optional for Multicloud users.
  • homeregion (str) – (optional) The region of the tenancy.
  • bearertokentype (str) – (optional) Token type that determine which cloud provider the request come from.
  • bearertoken (str) – (optional) Token that provided by multi cloud provider, which help to validate the email.
  • idtoken (str) – (optional) IdToken that provided by multi cloud provider, which help to validate the email.
  • domainid (str) – (optional) The OCID of identity domain. DomainID is mandatory if the user is part of Non Default Identity domain.
  • 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. This operation will not retry by default, users can also use the convenient DEFAULT_RETRY_STRATEGY provided by the SDK to enable retries for it. The specifics of the default retry strategy are described here.

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

  • allow_control_chars (bool) – (optional) allow_control_chars is a boolean to indicate whether or not this request should allow control characters in the response object. By default, the response will not allow control characters in strings
Returns:

A Response object with data of type ValidationResponse
Return type:

Response
Example:

Click here to see an example of how to use validate_user API.