Why did a new incident bypass the existing workflow rules?
Incident Routing, Business Rules
Oracle Service Cloud, All versions
In general, this type of issue arises, not because a rule was by-passed, but instead because the incident matched a rule higher in the list and was then not affected by the rule you expect to take effect.
Situations like this most typically occur when either:
- A new rule is added too high in the list and the incident is affected by the new rule.
- A rule that is listed higher in the list is edited so that the new incident is now affected by the edited workflow rule.
It is very important when adding or editing rules to consider the rules already configured in your application. By adding or editing rules that are relatively high in the list, you may inadvertently affect the routing of incidents that should match rules lower in the list.
To troubleshoot this issue, use the Rule Log to determine which rule(s) affected the incident.
- From the Configuration items, select Site Configuration > Logs. Click the Rule Log button on the ribbon.
- Select Incident from the Type menu, enter the incident reference number in the ID field and click Search.
- The rules that acted upon the incident will be listed in the text box.
- Check the configuration of the rule that acted on the incident and determine if the criteria of the rule needs to be modified or if the order of the rules should be modified.
- Rules will continue processing through the rules list unless the rule includes an action to Stop Processing Rules.
- Modify the rules as necessary, and compile and activate your rules set.
- Submit a test incident.