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Automatically assigning incidents to staff members
Answer ID 9   |   Last Review Date 12/12/2018

Is there a way of assigning incoming incidents automatically to staff members?


Business Rules, All versions


The rules feature of Oracle B2C Service allows you to assign incidents from incoming assistance requests to specific staff members. The routing criteria may be assigned based on the email address, specific contents of the assistance request, or specific contact or organization information.

For information on best practices for configuring rules, refer to Answer ID 2205: Best Practices for Setting up Incident Rules.

Configuring the rule: Each rule consists of two primary sections. The IF section defines criteria that must be met in order for the rule to act upon the incident. The THEN section defines the actions that are executed on the newly created incident, including assigning the incident to a specific staff member.

You can have several IF conditions within a single rule.

The THEN part of the rule includes the action that assigns the incident to specified group or staff member. You should also include an action to transition the rule to another state.

You can edit the Logical Expression field to specify an OR relationship between conditions. For more information on using logical expressions, refer to Answer ID 1041: Using the Logical Expression Feature.

A single business rule can also perform more than one action. For instance, you can use a business rule to assign an incident to a staff member, assign the Product, Category, Custom field or Status, respond to the incident and send a copy of the incident to other staff members.

For more information on setting up business rules, refer to the 'Business Rules Management' section in online documentation for the version your site is currently running. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.