Business Rule Troubleshooting Guide
Refer to the following link for a scenario-based automation guide specific to Business Rules:
👉 https://pitstop.manageengine.com/portal/en/kb/articles/business-rule-scenarios
👉 https://pitstop.manageengine.com/portal/en/kb/articles/business-rule-scenarios
Steps to Effectively Troubleshoot a Business Rule:
- Check if the Business Rule is defined separately for Incidents and Service Requests.
- Verify that the rule is created for the intended site.
- Ensure that Cascade Execution is enabled for preceding rules. If not, try moving this rule to the top of the list by clicking on Organize Rule from the business rules list view and try executing it again.
- Confirm if the "Override request values with BR values" option is enabled.
Turn on cascade execution → By default, business rules stop executing after one business rule is applied on a request. If you want successive business rules to be applied to the request, you could enable this option.
If all the above have been verified and the issue still persists, please contact support with the following details:
- A full-page screenshot of the Business Rule.
- A print view PDF of the request, ensuring all details including history are visible.