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Testing business rule configurations
Answer ID 434   |   Last Review Date 01/08/2019

How do I test our business rules?

Environment:

Business Rules
Oracle Service Cloud

Resolution:

You can configure rules for incidents, answers, contacts, organizations or tasks. If Chat is enabled, rules can be configured for handling Chat sessions. If Oracle RightNow Opportunity Tracking Cloud Service is enabled, rules can also be configured for sales opportunities.

When testing rules, you must create an appropriate data record type so that the record matches the IF conditions specified in the rule. This includes IF criteria such as Incident Source, Assigned, or Answer Status.

To check if the appropriate rule acted upon your test item, use the rule log. The rule log lists both the rule name and the time that it acted on the record. This allows you to correlate the date and time from the rule log to the date and time of when the record was created or saved.

The rule log is found in the Common Configuration menu > Rules > Rule Log. For more information on the rule log, refer to Answer 1873: Using the Rule Log.

Note: There is no rule log for Chat

Note: The rules feature also allows rules to apply to existing, modified records in addition to new items added to the database. To test rules that are applied to modified records, you must first create the test item (such as a test incident or test contact record), and then edit that record so that it matches the criteria of the rule to be matched. You may need to modify the record several times so that you are basically manipulating the record through your rules to test a specific rule. Additionally, be sure to check records that should not be modified by the rule are not firing the rule.


For additional information, refer to the 'Business Rules Management' section in online documentation (under Core Features) 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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