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  • Neil
    Delay in execution of business rule?Answered25.0
    Topic posted February 22, 2016 by Neil Gold Medal: 3,500+ Points 
    Delay in execution of business rule?

    I have a problem with a business rule processing faster than an email is sending.


    The business rule looks for the value of field X being "not sent". It then fires the Email Incident Information action, and then sets the value of field X to "sent".


    Because we will almost certainly fire this email in other rules, and I wouldn't want to include the same information every time, I created a conditional section within the email that only includes the content is field X = "not sent".

    The email fires, but arrives blank (I actually added a word outside of the conditional section to eliminate issues with email software, and sure enough the word appears!).

    The issue seems to be that the conditional section is looking for field X being "not sent", but the business rule has already changed the value to "sent".


    I need a way to somehow add a delay so that the rule waits - say 2 minutes - between the "fire email" and "change field value" actions.


    I'd welcome and advice/suggestions.



  • Nag A
    Send Auto Response on HolidayAnswered75.0
    Topic posted February 14, 2018 by Nag ABlue Ribbon: 750+ Points 
    Send Auto Response on Holiday


    Customer is looking to send auto response on Holidays,
    Example: In China interface they have holiday on particular day only on that day they want to send out of office or It is holiday as auto response.

    Customer creating their incident by using Techmail. When they send a mail to service cloud mailbox on Holiday they should get a auto response only on that day. is there any setting at response requirements level or any other place.
    Thanks & Regards,

  • Shilpa Suresh
    Business rules or CPM which gets triggered first?25.0
    Topic posted February 6, 2018 by Shilpa SureshRed Ribbon: 250+ Points 
    Business rules or CPM which gets triggered first?


    I would like to know which gets triggered first a CPM or Business rule?

    I am setting the email id of a contact in incident create CPM and wrote a business rule to send an acknowledgment email to the contact using "Send Receipt Email" action, which is not getting triggered as of now.

    Within incident create CPM i am setting a contacts email id and also a incident custom field value to yes and in business rule i am checking for the custom field value change and gave "Send receipt Email" as action. but mail is not getting triggered.

    Can anyone help me with this behaviour of CPM and Business rules?



  • Umer
    Business Rules Vs Workspace Rules65.0
    Topic posted February 2, 2018 by Umer Silver Trophy: 7,500+ Points 
    Business Rules Vs Workspace Rules

    As per, the details mentioned in my question here Currently, I am using business rules to assign Queues based on sub category. Will it be more feasible to use Workspace rules to do the assignment?

  • Umer
    On assignment, Event/Business rules to triggerAnswered25.0
    Topic posted January 3, 2018 by Umer Silver Trophy: 7,500+ Points 
    On assignment, Event/Business rules to trigger

    When an incident is assigned to an Agent from a Queue then I need to change Status as In Progress. Workspace rules don't work here. Is there other way I can achieve this please?

  • shreesha
    Data Import Failed - Error Log AttachedAnswered115.0
    Topic posted July 3, 2017 by shreesha Blue Ribbon: 750+ Points 
    Data Import Failed - Error Log Attached

    Hi All,

    I have created Transaction as Custom Object Which contain 5 fields and it is child of Organization. I have Transaction  records around 6 lakh but when i am trying to import with Import Wizard but import ends abruptly with an error. it's been occurring every time when i import file. In prescan it will show All Good Records, 0 Bad Records.

    I have tried to import with different volume like 1000, 2000, 5000, 10000, 20000 but No luck it will import X records and it give error.

    According to the document provided by Oracle, 100K records could be imported 

    EDIT : 

    I am new to Connect PHP and ROQL Usage. I am thinking to achieve with CONNECT PHP OR ROQL using Customer Portal Or best way to insert record as I have tried with Import wizard and you can see attached error.

    Object Fields:

    1. ID
    2. Transaction Date ( Datetime )
    3. Transaction Desc ( String )
    4. Organization ( Organization Ref )
    5. Transaction Type ( String )


    Update : Error Log Attached.

    Can anyone suggest me best approach to achieve this.

    Thanks In Advance.

  • James B
    If Current Date is Holiday - Business RuleAnswered55.0
    Topic posted April 13, 2017 by James BBlue Ribbon: 750+ Points 
    If Current Date is Holiday - Business Rule

    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.


    Oracle Service Cloud May 2016
  • Noorshabah Ramjanee
    Import Staff Accounts through Data Import Wizard25.0
    Topic posted July 5, 2018 by Noorshabah RamjaneeBronze Medal: 1,250+ Points 
    Import Staff Accounts through Data Import Wizard


    Is it possible to import staff Accounts rather than creating one by one?



  • chidambaram CT
    Business rule is not firing85.0
    Topic posted May 21, 2018 by chidambaram CTBronze Trophy: 5,000+ Points 
    Business rule is not firing


    I want send a survey email to the contact after the incident has been solved.  Even below condition has met, rule is not fired. I have check the rule log, rule is not fired.

    What could be the issue? Whether I need to raise this issue with Oracle?



  • Tuğçen İlke Çolak
    Message Base Customer Full NameAnswered35.0
    Topic posted May 7, 2018 by Tuğçen İlke ÇolakRed Ribbon: 250+ Points 
    Message Base Customer Full Name


    In my environment, customer full name is shown as surname and name. But i want to show as name and surname. For example, it seems Lennon John, but i want to show as John Lennon. I searched on message base also but i didnt get how i can do. Do you have any idea, how can i do?


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