Skip Navigation

Search

Updating incidents simultaneously from different sources
Answer ID 12909   |   Last Review Date 10/03/2024

How are business rules affected when editing the same incident from different clients simultaneously? 

Environment:

Business Rules

Oracle B2C Service

Issue:
 
In the following scenario, business rules triggered from editing the incident in Browser UI will take into account the values from BUI, and not the latest values.
  • Open the same incident in both .NET and BUI.
  • From .NET, edit the incident status to a value, this will hit rules for that status change.
  • From BUI, you now make another change, the result will be that it will trigger the rules as per the values in BUI and not the latest values since the incident was not refreshed.
 
Resolution: 
 
This behavior is expected. The client (BUI or .NET) sends the changes (current data) and previous data to the server. The business rules run based on these values. If the incident is not refreshed prior to making new changes, the data will be stale.
 
The same scenario is applicable if you are editing the incident in BUI first and then .NET or two instances of the same client.
 
As a best practice it is recommended to refresh the incident before starting to make any changes if it was already opened for extended periods of time.

Was this answer helpful?

Still have questions?

Notify Me
Forgot your username or password?
The page will refresh upon submission. Any pending input will be lost.