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How do I change the color of escalated incidents?

Environment:

Using Data Exceptions in Resports
Analytics, Incidents

Resolution:

Reports are used to display records within the Oracle B2C Service Console. Within a report, you can use data exceptions to customize the display of records that meet specific criteria.

By default, the Incidents standard search report includes an exception that flags all escalated incidents that are not solved in red text. To change the color of escalated incidents in this report, you must copy the report so that you can edit the exception. If you have multiple reports that flag escalated incidents, you must edit each report separately.

The default data expression used for escalated incidents in the Incidents report is:

Expression:
IF(NVL(incidents.escllevel, 0) > 0 & incidents.status_type <> 2, 1, 0)

Operator: equals
Value: 1

This expression has two components:

NVL(incidents.escllevel, 0) > 0 compares the escalation level to be greater than 0 (if the escalation level is null, use 0)

incidents.status_type <> 2 indicates that the incident status type is not solved. (The database value for a solved status type = 2)

So the IF statement in the expression corresponds to:

IF the escalation level is greater than 0 (where null escalations are set to 0) AND the incident status type is not equal to Solved,

THEN set the expression to a value of 1.  Otherwise, set the expression to a value of 0.

Next, compare the expression value to the operator and value.  If the expression has a value of 1, it meets the data exception and the record will display using the Tabular display that you define for the exception. If the expression has a value of 0, then, it does not match the data exception.

To change the color of escalated incidents in a report: Use the steps below. You can use the data exception from the Incidents report as a starting point if you wish.

1. If the report is a standard report, copy the report and open the copy for editing. Otherwise, open the existing report for editing. 
    
2. Open the data exception for editing. In standard reports, the exception is typically named "escalated".
   
3. In the pop-up window, review the name and display reference.
    
4. On the Definition tab, set the Expression, Operator, and Value fields to indicate the criteria for the exception.
    
5. Click the Tabular Display tab. 
    
6. In the Tabular Exception Notification section, you can modify the color, data symbol and font style that will be used to display records that match the criteria on the Definition tab. 
    
7. If your report includes a graph, click the Graphical Display tab to customize the graphical display associated with exceptions. 
    
8. Click OK to close the exception window. 
    
9. Add or edit other exceptions as needed. 
    
10. When finished, save your report.

If you copied the report and staff do not have the ability to manage their navigation sets, you can edit their navigation set to include the new report. If staff can manage their navigation sets, notify your staff to update their navigation list to include the new report.