I just modified our rules, but the changes did not take effect. Why?
Oracle Service Cloud
When you edit business rules, you are actually working in a copy of the rulebase. Until that copy is activated, the existing rulebase is used for handling records. This allows you to add, remove, and edit rules within the copied rulebase without automatically enabling your changes into your production environment.
View Active ruleset: To view the rules that are acting on your site, select the View Active option for the type of rules of interest. For example, to view the active incident rules, use the path: Service Administration / Configuration menu > Rules > Incident > View Active. To view opportunity rules, use the path: Sales Administration / Configuration menu > Rules > Opportunity > View Active.
When viewing your active ruleset, you can not edit the rules in any way.
Edit ruleset: From the Administration Console, when you select the Edit option (instead of View Active) for a rule type, you are working in a copy of the rulebase. The right frame gives an indication of when the copy was created and when it was last updated and by whom.
When you edit the copy of the rulebase, your changes are saved within the copy. These edits, though, are not automatically implemented as part of the rules that act on your records. The next time you go to the Edit mode of the rules, the copy of the rulebase will display and the content will be as you last saved the rules within that copy. As a result, the Edit mode of your rules may be different than the actual rulebase that is acting on records in your database.
Activating the ruleset: In order for the edits to your rules to take effect, you must activate the edited ruleset.
- From the Edit mode of your rules, edit the ruleset as necessary to add, disable, or delete rules and functions as appropriate.
- Save the edited copy of the rules.
- Click Activate. When the rulebase is activated, the active rulebase is overwritten with your new, edited rules. If the Activate button is not active in the editor, check to see if the rule has been disabled. A lock icon appears next to a rule to reflect its disabled status. The menu option changes to Enable when you right-click a disabled rule.
- If you have records (incidents, opportunities, answers, contacts, or organizations) that do not have a rule state applied to them, you will be asked if you want to assign them to a rule state so that those records will be compared to the rules for that state the next time the records are edited or updated.
To assign records with a null rule state, select the appropriate rule state and continue activating the ruleset. Otherwise, set the menu to Null and continue activating the ruleset.
Clearing your edited ruleset: If you determine that the changes you made to your rules (in the copied rulebase) should not be implemented, click the Abandon button to delete the copy of the rulebase. You can then click the Edit mode for your rules to create a new copy of the active rulebase and proceed from there.
For additional information, refer to the 'About Business Rule Management' 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.