Is there a way to configure a rule to automatically send a page or text message when a critical incident is submitted?
It is possible to create an incident workflow rule to send a page or text message when a high severity incident is received.
The Incident Severity field is only used within the console. This field does not display on the end-user pages. If you wish to allow end-users the ability to set a severity field when they submit the incident from the Ask a Question page, create an incident custom field, such as customer_severity, and enable the end-user edit ability for the field.
The rule configuration would be similar to the following:
IF Incidents.customer_severity (custom field) equals 1-Critical
THEN E-mail Incident Information to: email@example.com
Or you could route all incidents from a specific company:
IF Incidents.Contact Information matches regular expression *@specificcompany.com
THEN E-mail Incident Information to: firstname.lastname@example.org
The incoming incidents that match your rule trigger the pager to alert staff of the issue.
For more information, see Answer ID 2155: Using a severity field with Oracle Service Cloud.