General Technical Discussions for Service

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  • Sebastiaan Draaisma

    Yeah, just send it to Provisioning
    https://cx.rightnow.com/app/mysupport/ask/group/provisioning

    You can add the url to this topic in your SR.

  • Erlin Garcia

     

    Hello !

    Thank you so much Sebastiaan.

    I will do what you tell me then an SR.

    Regards.

  • Sebastiaan Draaisma

    Hi Garcia.

    No, there is no such configuration setting available... at least not a setting available for us.
    You could create an SR to see if the techmail utility has a hidden setting that Oracle could change for you but I doubt that this is available.
     

  • Sebastiaan Draaisma

    You could create 1 report per manager/business unit. See attached example.
    This would show all incidents that are escalated within the last hour.

    It's a better way as you don't want to spam people with messages for every escalation in the system (may be many when working with many incidents). A report is therefore better as it just gives a summary. The alert makes sure the report is only sent when there are in fact escalations within the last hour.

  • Lakshay Bhalla

    Hi Sebastiaan,

    The rule is fired only once even if the Incident is updated somehow. And the Due Date field which we are using is a custom Field whose value is set using the category type based on the SLA Custom object. So the Incidents of Category type 'IT-abc' are having due date set to incident. created + 1 Min.

    Ex: Incident created Id=2323 date created = 01/10/2019 11:00 AM then due date(custom field) = 01/10/2019 11:01 AM.

    And can you please elaborate how can i use Scheduled report to alert the managers of the assigned person?

    Thanks for reply..

  • Sebastiaan Draaisma

    Since you have recalculate and revalidate on it could change your time, also due date depending on the assigned SLA.

    With revalidate you need to make sure your conditions are still met
    (incident.Queue ID = 'XYZ' and Incident.Previous Escalation Level = 'Unspecified')

    With recalculate, the timer resets everytime your rule gets fired (check the rule log for this)

    Also check which SLA the incident has as you specified rel due date so you know when to expect the escalation

     

    That said...
    Why not use a scheduled report with an alert for this. A CPM just to send an escalation message seems more than what you need.

  • Maruvada Manoj

    Hi Anthony,

     

    Issue is resolved now. Thanks

  • Anthony Smith

    Have you been able to replicate the issue? Or get a screenshot?

  • santhosh xavier

    Also I wish there was a way of knowing when the last run was or some logs of the process.

  • santhosh xavier

    Thanks Prashanth. I opened an SR afterwards and got similar response plus DLM only runs once per day even though the utility runs every hour.

    Thanks,

    Santhosh

  • prashanth rao

    Hi Santhosh,

    A data lifecycle policy, once enabled, will continue to exist and run indefinitely. These policies are executed by a process scheduler utility (i think hourly)

    Pls note, Data once purged, is irretrievable. So as a best practice, be thoughtful before enabling such a policy.

    Also, sharing this whitepaper, which provides more details on the DLM and data volume management.
    https://cx.rightnow.com/euf/assets/cc_resources/answerdocs/answer10440/DataVolume.pdf

    Do let know if you need further info

    Regards

    Prashanth rao

  • Christian Linke

    The workaround I ended up using was to set the Logout URL to a CP page which redirects to the custom external page page.

  • Pavel Franger

    The issue was for some reason that i could only update a customfield if i had my code on Staging, apparently with us our Dev enviroment didn't allow for custom field updates.

  • Lakshay Bhalla

    Are you able to get the data in the controller/model?

    Try doing some echo for the values that are being passed and see if anything more informative comes out of it.

    Thanks

  • Tushar Gupta

    Thanks for sharing this link. Very Helpful.