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The incident is not getting escalated after the scheduled time
Answer ID 11969 | Last Review Date
How can I determine why the incident was not escalated as set in our business rules?
Oracle B2C Service, Enhanced Business Rules
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. For Enhanced Business Rules, this utility is the SPM scheduler utility. This generally runs every 15 minutes. We recommend viewing the rules runtime logs, specific to that incident, to first confirm the expected rules were hit.
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