Option to disable automatic Escalation Notification sent by Escalation Manager
(Doc ID 852642.1)
Last updated on SEPTEMBER 14, 2020
Applies to:Oracle Teleservice - Version 22.214.171.124 to 126.96.36.199 [Release 11.5]
Information in this document applies to any platform.
Currently Notifications are sent to people (employees or customers) that are identified on the Contacts tab, and for which the Notify Check Box is selected.
The workflow process JTF_EC_WORKFLOW_PKG.START_RESC_WORKFLOW to trigger the escalation notifications is called from the Escalation Application.
When disabling the workflow process ( by making runnable flag to N or end-dating the workflow process) causes the application to give error.
The Escalation notification process should be:
- Event based i.e. calling JTF_EC_WORKFLOW_PKG.START_RESC_WORKFLOW by subscribing to the work event or
- There should be a profile option to enable / disable the call of JTF_EC_WORKFLOW_PKG.START_RESC_WORKFLOW from the application.
How can achieve this?
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