Verify a Rule Using the Rule Log

You can use the rule log to view the list of rules that have fired against a specific answer, contact, incident, opportunity, organization, or task.

Before you start

The rule log lets you verify that a rule base works as intended and that no unintended actions occur as a result. The rule log also identifies whether the Then or Else clause was used to process the rule.

Note: Be certain to configure email settings before you construct rules to check inquiries and responses that were sent by email. See Overview of Email Management for information about customizing email configuration settings.

Here's what to do

1. Add and save a record, such as an incident, that matches the conditions of the rule.
2. Obtain the ID number of the object you want to view.
   • Open the record on a workspace, click Info, note the ID number, and close the record.
   • Open a report that includes the ID number of the record, such as the incident ID (incidents.incident_id) field. Note the ID number and close the report.
3. Click Configuration on the navigation pane.
4. Expand Site Configuration, then double-click Logs.
5. Click Rule Log.
   The rule log opens on the content pane.
6. Click the Type drop-down list, then select the type of record you want to view.
7. Enter the ID in the field and click Search.

   This image shows a rule log for an incident that triggered three rules.

   
   
   
8. Check that the appropriate rules were applied to the record. If not, check the rules conditions and actions to see why the record was processed in that way.

Results:

The rule log might contain more than one entry, depending on when it was last purged. The Agedatabase utility purges the log after a configurable period of time (with a default of 30 days). The rule log might also indicate no matching rules.