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Rules do not handle incident routing properly on upgrade site
Answer ID 6364   |   Last Review Date 03/11/2019

Why do my rules not assign incidents to the proper queue on my upgrade site?

Environment:

Business rules, Mailboxes, Update, Versions August 2013 and newer.

Resolution:

As part of the makesafe process upgrade sites have their mailboxes disabled from sending or receiving mail and ALL email addresses have ".invalid" appended.

If a mailbox is not enabled for outgoing mail it will not trigger business rules.  Refer to Unknown or Disabled item in incident rules mailbox condition.

This may affect queue routing as many incident routing rules are set up as follows:

If
Mailbox = Customer Support Mailbox 1

Then
Set Queue = US Shift One Queue

Therefore all mailboxes used by the product must be enabled for both incoming and outgoing mail before Update Acceptance Testing (UAT) occurs on the site.

To enable incoming mail:

Refer to Answer ID 6354: Configuration of Oracle-Managed Service mailboxes.

To enable outgoing mail:

Refer to Answer ID 331: Setting up mailboxes in Oracle Service Cloud.

Since all email addresses have ".invalid" added, rules may not fire as designed.  Refer to All email addresses are invalidated on an upgrade site.  You may have to review your rules and make changes to any rule that has a condition such as:

If
incident.Email Header matches regular expression email@emailaddress.com.invalid

 

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