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The incident is not getting escalated after the scheduled time
Answer ID 11969 |
Last Review Date 09/02/2024
How can I determine why the incident was not escalated as set in our business rules?
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Environment:
Oracle B2C Service, Business Rules
Resolution:
In order for the escalation to occur, it has to meet criteria you may have set in a business rule and then processes when an internal utility runs related to escalations. This utility is called the dbstatus -r utility. The utility generally runs every 15 minutes. We recommend viewing the rules runtime logs, specific to that incident, to first confirm the expected rules were hit.
Note: For sites 23C and lower using Enhanced Business Rules, the utility responsible is the SPM scheduler utility.
