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Testing escalation rules
Answer ID 1231   |   Last Review Date 01/08/2019

How can I test my escalation rules?

Environment:

Business Escalation Rules

Resolution:

If you wish to test escalation rules, you must submit a test incident that matches the criteria of your escalation rules and let the incident escalate through the ruleset.

To test the rules initially, you can modify the timeframe called out in the escalation process so that the incident will escalate in minutes rather than hours or days. This will allow you to verify that the incident hits the correct rules during the escalation process and that the correct actions occur during the escalation.

You can use the Rule Log to verify that the incident matched the appropriate rule or rules. For more information on using the Rule Log, refer to Answer ID 1873: Using the Rule Log.

Then, after you have verified the rules are acting and escalating records appropriately, modify the rules so that they use the appropriate time for escalating the records.


For additional information, refer to the 'Escalating answers, incidents, opportunities, and task' section in online documentation (under Core Features > Business Rules Management) for the version your site is currently running.  To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.


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