Skip Navigation
Expand
Incident fields which can be used with Chat Business Rules
Answer ID 12331   |   Last Review Date 08/05/2022

Which Incident fields can be used as a condition in Chat Business Rules?

Environment:

BUI, Chat, Chat Business Rules
Oracle B2C Service (OSvC)

Issue:

Some Incident fields are missing as a condition within Chat Business Rules

Resolution:

Within an IF condition for Chat Business Rules, only the following Incident fields can be selected:

  • Product
  • Category
  • Interface
  • Language
  • Chat queue ID
  • Source of chat request (Enhanced Business Rules only)
  • Incident custom fields
For additional information, refer to the 'Add and Edit Business Rules Using an IF Statement' section in the Online Help User Guide 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.