Business Rules Not Executing

Business Rules Not Executing

I am attempting to use business rules to assign newly created requests to specific technicians based on site and category.  None of the new requests are being assigned to any technicians.

  • All requesters are assigned a site and department.  
  • Category is a required field in the default incident template.  
  • The only incident template is the default incident template.  
  • There are four sites.
  • Every site has only one business rule.
  • All four business rules have "Execute when a request is Created, Any Time" enabled.
  • All four business rules have "Turn on cascade execution" checked.
  • All four business rules have "Override request values with Business Rule values" checked.
  • All four business rules have "Disable Business Rule" unchecked.
  • All four business rules show the correct site in a field that cannot be edited.
  • The business rules each have one criteria and one action.
  • The criteria for each business rule is "Category is Tech Support"
  • The action for each business rule is "Assign to Technician [technician name]"
These business rules are not being applied when new requests are created.  I am not sure what troubleshooting steps I can take to resolve this issue.

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