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Using the Rule Log to troubleshoot rules
Answer ID 1873   |   Last Review Date 07/22/2019

What is the Rule Log how do I use it?

Environment:

Business Rules, Rule Log

Resolution:

The Rule Log allows you to check which business rules took effect on a specific incident, answer, contact, or organization of interest. The incident transactions (Audit Log on the Details tab) do not list which business rules applied to the incident. As a result, if you want to check which rules matched a specific incident, you must use the Rule Log.

When using the rule log, you must have a specific ID for the item you are checking, namely one of the record identifiers listed below:

  1. Incident reference number
  2. Answer ID
  3. Contact ID
  4. Organization ID
  5. Opportunity ID
  6. Task ID

Note: There is no rule log for Chat

The incident reference number and answer ID are obtained from the heading when the incident is open. The contact, organization and opportunity IDs are obtained by hovering over or clicking the "Info" button in the top bar when the record is open.

To use the rule log, use the steps below:

  1. From the Configuration pane, select Site Configuration > Logs > Rule Log.
  2. Select the appropriate value from the Type menu.
  3. Enter the ID value and click Search.
  4. Each rule that affected the record of interest and time it took effect is listed in the search results.


Please note, when reviewing the active rules for a record, the first rule the record hit is the rule listed on the bottom of the log viewer.

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With the list of rules that acted on the record, you can review the active rules for that record type to determine why a specific rule did or did not act on the record as you expected.

In a long list of rules, you can click in the left frame of the Rules table and press CTRL+f to open a Find window. Enter the rule name and press Enter to locate the rule.

Purging rule log data: By default, the rule log will show only the rules that acted upon a record for the last 30 days. The PURGE_RULE_LOG_FREQ configuration setting specifies the number of days after which Rule Log entries are deleted. The maximum value for this setting is 180. A value of zero will result in the data being deleted after 180 days. The default value is 30 days.

For sites with multiple interfaces, the instance of this setting with the smallest value will be used across all interfaces.

Path to setting(s): Select Configuration from the navigation area > Site Configuration > Configuration Settings > and search by Key.

For additional information, refer to the 'Verify a Rule Using the Rule Log' section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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