Strategies for Creating Rules

If multiple rules specify the same conditions, they capture, and assign users for, the same incidents. So to coordinate the selection of users who work on incident details, events, investigations, and actions, consider creating "rule sets." Each would include up to four rules, all with the same conditions but each with a distinct object. You don't have to select the same users for the rules in a set, but you can ensure that the set assigns users who can work together to resolve each incident the conditions select.

Create "catchall" rules. These are rules whose conditions make broad selections, and so capture incidents, events, investigations, and actions that aren't selected by rules whose conditions are more precisely focused. An example might be a rule with a single condition that specifies a particular country.

However, it isn't necessary to create rules that capture every conceivable incident. A user with the Environment, Health and Safety Manager job role has access to unassigned incidents and can make appropriate assignments. A professional user who creates an event, investigation, or action owns that activity by default and can reassign it.

Remember that rule processing stops with the first rule to return results. So as you set the order in which rules run, place the most narrowly focused rule (or rule set) first. Then order remaining rules so that each is less restrictive than the previous one. Place your least-restrictive, catchall rules last. Otherwise, the more restrictive rules will never be evaluated.

For example, suppose rule 1 has a single condition that selects incidents reported in Germany. Rule 2 has two conditions, which select incidents reported in Germany by employees in the Consumer Electronics business unit. If rule 1 runs first, it would capture all the incidents eligible for rule 2, and rule 2 would never return any results. But if rule 2 runs first, it can capture the incidents that satisfy its conditions, and rule 1 would capture only those German incidents not already captured by rule 2.

Be aware that assignment rules overwrite assignments made manually in the employee self-service incident-reporting flow and the professional-user pages. So you may want to use Page Composer to remove the Incident Owner field from the employee self-service incident-reporting flow. For information on using Page Composer, see Oracle Fusion Cloud Applications: Configuring and Extending Applications.