Last updated: 2023-07-03

Source: https://support.freshservice.com/support/solutions/articles/50000003308-business-rules-troubleshooting-guide

Here are some pointers to note when troubleshooting issues with Business Rules,

  • Prerequisite for Requester specific rules: Rules set up for the requester portal will work only if the fields are visible and editable to the requester. So ensure that the 2 checkboxes highlighted below are checked.

  • Order of the Rules to Resolve Conflicts: If you’ve got multiple rules set up to act on the same fields, the order of the rules determine the final state of the field i.e the rule that executes last for a particular field.

  • Enforcing Rules System-Wide: Certain rules can be enforced across all channels, such as List view edits, APIs, Bulk Action, etc. For example: If you’ve disabled a field and want to ensure that the field cannot be edited via these other channels, you simply need to check the Enforce System-wide checkbox.
  • Fields not being displayed in the Service Request Form:

    • - Verify if the problem occurs only in the Requester Portal.

    - Verify if the field has the "Requester can edit" option set to true. Only these  fields will be displayed on the new ticket page in the Requester Portal

  • Missing category values for a specific user/group:

    • - If possible, assume Identity to identify any user-specific configurations that might be affecting the display of category values.

    - Verify if there is a specific user/group who is restricted from viewing this value.

  • Ticket closure issues with updating required fields:

    • - Verify if there are any fields that are mandatory but are hidden through business rules/custom apps.

    - Verify if there are any dependent field conditions and actions added to business rules. Example: Make city as a mandatory field when state location is filled in a form.

    - Verify if a business rule for ticket closure has been applied to the ticket form.

    - If the issue is only with a specific ticket, verify if the business rule for ticket closure has been set up only for a particular user/group.

    - Verify if business rules have the "Enforce system-wide" option enabled for the channel you are trying.

    *Note: Showing and Hiding actions are not supported with the enforce system-wide option which means that these actions are limited to the forms.*