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Business rule processing frequency

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edited Nov 12, 2020 10:35AM in System Admin and Configuration 6 comments

Summary

Business rule processing frequency

Content

Hi all,

 

Good day,

I have created an escalation rule for the requirements. Please clarify the  working flow for below mentioned scenarios

 

1)An escalation rule is configured, the incident does not meet the escalation criteria in present, but in future it will meet the escalation rule. Please clarify that the rules will be processed daily or not.

2) Does recently created escalation rule will apply to the incidents that are created even before the escalation rule.

Appreciate your help.

Cheers.

Version

CX RightNow

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