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Routing incidents based on the time they are submitted
Answer ID 1059   |   Last Review Date 12/12/2018

Can I route incidents based on the time they are submitted?


Business Rules, All versions


When creating rules for routing incidents, you can use the Incident.Created field in the IF section of your workflow rule to route incidents based on the time they are created. This allows you to manage incidents that are submitted outside of normal working hours differently if necessary. If your company provides 24-hour support, you can choose to route incidents to appropriate work groups working the same shift that the incident is created, thus ensuring timely responses to your customers. The Incident.Created field can be used both in workflow and escalation rules.

When creating a rule, you can use the in range and not in range operators to specify a time interval for comparison. For example, to configure an interval between 8:00 a.m. and 4:00 p.m. use the IF criteria:

Incident.Created in range 8:00 16:00

You can use the not in range operator to specify the time period before and after your specified time interval.

For more information on these and other available rule operators, refer to the 'Choosing operators' section in online documentation for the version your site is currently running.  To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.