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Configuring Oracle B2C Service to answer and close an incident automatically
Answer ID 812 |
Last Review Date 12/12/2018
Is it possible to configure Oracle B2C Service to answer and close an incident automatically based on the subject of the question?
Environment:
Standard Text, Business Rules, Incidents
Oracle B2C Service
Resolution:
It is possible to configure an auto-response based on the value of the summary field. You can configure a workflow rule to append a response to the incident thread, send the response to the end-user, and set the incident status to Solved.
To do this, here is an outline of steps to use:
- Using Standard Text to create a standard response to be appended to the Response / Solution field of the incident. When creating the standard response, ensure that the Rules Text check box is checked.
- Next, create the incident business rule. Open Configuration -> Site Configuration -> Rules and click "Edit" for incident type rules.
- In the left-hand panel, right-click on the initial state and select Add Rule.
- Set the IF condition to read: If Incident.Summary MATCHES REGULAR EXPRESSION unsubscribe (or specific text you wish). If necessary, define additional IF conditions for your rule.
- In the THEN part of the rule, click Add Action and select Append Thread > Append Response Template to Solution Field.
- When the page refreshes, click the name of the response to append.
- Add an additional action and select Email > Send Email Response to Sender.
- Add another additional action and select Set Field > Status. Select Solved from the Set Status to drop-down menu.
- Activate the rule base.
For more information, refer to these published answers:
Answer ID 483: Creating standard responses for incidents and chat requests
Answer ID 1001: Configuring a rule that sends a standard response to the customer