1. Implementing Service Center with the Classic User Experience
  2. How to Change an Active Decision Model

How to Change an Active Decision Model

To change the rules for an active decision model where a job is already running, there are a series of additional steps you must take.

The steps in this example change a current, active decision model where a job is already running. In this example, the decision is set to send surveys when the SR status is Resolved. We want to change it so that surveys are sent when the SR status is Closed.

To do this, you must deactivate and delete the active decision snapshot and then create and activate it again. Here's how:

Pause the Schedule

Before you start, pause the scheduled job for the active rule.

  1. Sign in to OIC (Integration Cloud).

  2. Search for the survey integration and click the Pause Schedule icon on the active job.

Change the Rule

Now, let's change the rule.

  1. On the Integration page, go to Decision Models and select "EC_SAMPLE_SURVEY_DECISION_MODEL".

  2. Select the Decision SR Status is Resolved and change the if clause to ServiceRequest.StatusTypeCd="ORA_SVC_CLOSED".

  3. Click Save.

  4. Click Snapshots from the Menu bar.

  5. In the Manage Snapshots window, click the hamburger menu and select Deactivate.

  6. Click Yes on the Deactivate window.

  7. Click the hamburger menu and select Delete.

  8. Click Yes on the Delete Snapshot window.

  9. Click the Activate on the menu bar.

  10. Add the rule again with the same name as the one you deleted.

    Note: The application shows the previous name, but is appended with "-s1". The next two steps help you make sure the new snapshot name and version number match the old name and version number.

  11. Make sure the snapshot Name is exactly the same as the old name.

  12. Enter the same Version number as the original snapshot.

  13. Check the Override check box to override the old version.

  14. Click Activate.

  15. Verify the snapshot is created by clicking the hamburger icon of the Snapshots menu and click View.

    You should see the new snapshot.

Resume the Schedule

Don't forget to resume the job. Follow the steps at the start of this procedure, but click Resume Schedule instead of Pause Schedule.