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    James B
    If Current Date is Holiday - Business RuleAnswered
    Topic posted April 13, 2017 by James BBlue Ribbon: 750+ Points 
    166 Views, 5 Comments
    Title:
    If Current Date is Holiday - Business Rule
    Content:

    Hi all,

    I was looking into automating our system a bit more around the Bank Holidays. As our office is not open on these days, we typically change our auto-response to notify our customers that the office is closed for the bank holiday, etc. The only problem is that every single time we need to manually change the regular auto-response rule to use the Bank Holiday standard text.

    As we plug in all the bank holidays into the "Holidays" section (Configuration>Service>Service Level Agreements> Holidays) for SLA purposes, is there a way to utilize this in a business rule? Basically if the current date is within the Holidays then set auto response to This, Else blah blah...?

    Thanks for your time.

    James

    Version:
    Oracle Service Cloud May 2016

    Best Comment

    Sebastiaan Draaisma

    Maybe you could vote for this one? :-)

    https://cloudcustomerconnect.oracle.com/posts/eec7f06919




    It would be nice to be able to use the system date in a workspace or business rule to be able to insert a standard text based on weekdays (and even fixed dates) to allow a more personalized standard text to be inserted every Friday in which we wish the customer a pleasent weekend. Other uses are personalized messages a day before public holidays, Christmas, Eastern, etc, etc


    Comment

     

    • Sebastiaan Draaisma

      It is possible but a bit tricky as there is no "If system date" available in the rules.
      You could use the updated date but its not error free.

      An alternative to this is to use a conditional setting in the message template in which you specify the date.
      The message template will then include or replace (depending on setup) a text for your customers.
       

    • James B

      Hi Sebastiaan,

      Thanks for the response. I will take a look at this after the Easter holidays as my shift is about to finish.

      It just befuddles me that the link to the Holiday table isn't built into the business rules. It would save a whole lot of manual work.

    • Sebastiaan Draaisma

      Maybe you could vote for this one? :-)

      https://cloudcustomerconnect.oracle.com/posts/eec7f06919




      It would be nice to be able to use the system date in a workspace or business rule to be able to insert a standard text based on weekdays (and even fixed dates) to allow a more personalized standard text to be inserted every Friday in which we wish the customer a pleasent weekend. Other uses are personalized messages a day before public holidays, Christmas, Eastern, etc, etc


    • Danette Beal

      Thanks for the idea lab suggestion Sebastiaan!!!

    • James B

      I've put my vote in! Thanks, Sebastian!