Create incident rules

Oracle Service Cloud has Business Rules for simplifying and automating common business tasks. Incident rules determine how Oracle Service Cloud routes new incidents. Create three rules that direct Oracle Service Cloud to send email messages to the CIC server.

When you define the rules, define all of them to be in the Initial state; create all of them under the Initial branch in the States tree.

Note:
Create incident rules in the same order as they appear in this document.

You can assign any unique name to an Oracle Service Cloud incident state. You do not necessarily have to use the name Initial. Designate an incident state as the initial state by selecting its Initial State check box. When you create new incident rules, be sure to associate them with the state that you designated as the initial state.

To create incident rules:

1. Start the Oracle Service Cloud client if it is not already open.

2. Log on with administrator rights.

3. Open the Configuration menu by clicking the Configuration icon on the menu pane.

4. Expand the Site Configuration folder and then double-click Rules.

5. Click Edit on the ribbon.

6. Create a rule to determine when an incident is assigned:

   1. In the States tree, expand the Initial branch, then right-click and choose New Rule.

      

   2. In the Edit Incident Rule pane, in the Rule Name box, type IncidentAssigned_StopRules.

   3. Under Add Options, in the Add IF Condition Based On list, point to Incident, then select Queue ID.

   4. In the Incident.Queue ID section, from the Select Operator list, select equals.

   5. From the corresponding list, select Incident Processing.

      

   6. Under Add Options, in the Add IF Condition Based On list, point to Incident, then select Assigned.

   7. In the Incident.Assigned section, from the Select Operator list, select equals.

   8. From the corresponding list, select Unspecified.

      

   9. In the Logical Expression box, verify that 1 & 2 appear. If they do not appear, type 1 & 2.

      

   10. Under Add Options, in the Add Action - Then list, select Stop Processing Rules.

   11. Click Save.

7. Create a rule to determine when an incident is saved:

   1. In the States tree, expand the Initial branch, then right-click and choose New Rule.

      

   2. In the Edit Incident Rule pane, in the Rule Name box, type IncidentAssigned_ProcessingQueue.

   3. Under Add Options, in the Add IF Condition Based On list, point to Incident, then select Assigned.

   4. In the Incident.Assigned section, from the Select Operator list, select not equal.

   5. From the corresponding list, select Unspecified.

   6. Under Add Options, in the Add IF Condition Based On list, point to Incident, then select Queue ID.

   7. In the Incident.Queue ID section, from the Select Operator list, select equals.

   8. Select Incident Processing.

   9. In the Logical Expression box, verify that 1 & 2 appear. If they do not appear, type 1 & 2.

   10. Under Add Options, in the Add Action - Then list, point to Set Field, then select Queue ID.

   11. From the Assign Queue list, select --.

       Note:
       The dash-dash indicates no queue. It is equivalent to clearing the queue field.

   12. Under Add Options, in the Add Action - Then list, select Stop Processing Rules.

       Warning:
       It is crucial to specify this then action. Failing to do so can cause incidents to be rerouted in an endless loop.

   13. Click Save.

8. Create a rule to move incidents to the staging queue:

   1. In the States tree, expand the Initial branch, then right-click and choose New Rule.

      

   2. In the Edit Incident Rule pane, in the Rule Name box, type IncidentAssigned_StagingQueue.

   3. Under Add Options, in the Add IF Condition Based On list, point to Incident, then select Source.

   4. In the Incident.Source section, from the Select Operator list, select equals.

   5. From the corresponding list, select the following check boxes:

      • End-User pages

      • WAP

      • Utilities

      • Public API

      Note:
      This IF block indicates the source of the email messages. The rule indicates that if an email message comes from the source specified, then the CIC server routes the message. The specific sources depend on your organization's environment.

   6. Under Add Options, in the Add Action - Then list, point to Set Field, then select Queue ID.

   7. From the Assign Queue list, select Incident Staging.

   8. Click Save.

9. After creating all three rules:

   1. Click Compile.

   2. Click Activate.

The rules are now in effect.