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
Do not send survey if incident is forwarded — 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

Do not send survey if incident is forwarded

Received Response
edited Aug 23, 2021 2:47PM in Agent Desktop 1 comment


There are occasions where an incident is forwarded to a team mailbox and then closed by the customer service rep.  We have rules in place to send a survey when the incident is closed.  But in this scenario we do not want to send the survey as the query has not been addressed yet.  Any suggestions for how to prevent this in business rules?

Howdy, Stranger!

Log In

To view full details, sign in.


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