Register today for Oracle CloudWorld. October 17th - 20th, Las Vegas

Register now

Hillel Cooperman, Senior VP of User Experience Design, has a message for you on Oracle CloudWorld

Watch now
Best way to Create Incident Rules for Many Value Combinations — Cloud Customer Connect
You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Best way to Create Incident Rules for Many Value Combinations

Accepted answer
20
Views
2
Comments
edited Mar 16, 2020 3:50PM in Agent Desktop 2 comments

Summary

Best way to create Incident rules for many combinations of values coming from REST service

Content

Hello,

We need to create incidents and assign to various queues based on values that are coming in through a REST service.  There are lots of combinations of values that determine which queue the incident is assigned to and building rules for these is getting out of hand.  We can handle the queue assignment inside the REST service when creating the incident but at this point it is not an option.  

How are people handling setting values in fields (this case queue) when having to deal with lots lots of conditions......ex, is there a way to use incident rules in order to lookup values in a predefined table/array that will return which queue the incident needs to be assigned to?  I see the "Execute Object Handeler", Execute External Event", and "Call Function" but have no idea as to how I would incorporate these. 

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!