This chapter covers the following topics:
An escalation is a process used to highlight or flag certain issues within an organization, so that the appropriate personnel can react to these situations and monitor the resolutions. Escalation management is comprised of two modules: Escalation Manager and the Business Rule Monitor. The Business Rule Monitor is the proactive process.
In a proactive escalation, you take the necessary action to monitor customers issues before the customer complains. The Business Rule Monitor (BRM) is used to raise awareness. It provides a centralized place to define and also monitor business rules on a regular basis. Proactive escalation is used not just in response to problems but can be set up as a follow-up action.
The Business Rule Monitor is used to check active business rules by setting up an Oracle Workflow process which continuously loops and checks at a specified interval for all active business rules. This section provides a summary of the steps for implementing the Business Rule Monitor. Each step is performed in the Forms-based interface by the Implementor or the System Administrator.
The Business Rule Monitor workflow administrator can receive workflow notifications when the business rule monitoring process starts and stops, as well as when errors are detected.
Before starting the business rule monitoring process, the Business Rule Monitor Workflow Administrator system profile option must be set and be linked to the E-Business suite Workflow Administrator.
Before starting the business rule monitoring process, the background process for the Business Rule Monitor Main Process must be run. The following background processes are optional depending on which objects have active rules defined. Also, a background process should be started for any user-defined workflows that are being used.
Business Rule Monitor Task Process
Business Rule Monitor Service Request Process
The implementor or system administrator can optionally create a new rule by defining a rule's general information, specifying workflow and workflow attributes, and defining a rule's condition which reflect your business logic.
Before monitoring your business rules, the implementor or system administrator must enable them by entering the effective dates in the Business Rule Workbench window.
Ensure that you have a resource assigned to an escalation territory. The escalation territory can be a catch all for all escalations. The resource needs to be a primary contact.
The Business Rule Monitor is the control panel used to determine when the workflow process will run and stop.