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No Incident Rules are firing
Answer ID 4446   |   Last Review Date 12/18/2018

Why are none of the Incident Rules functioning?


Incident Rules


Incident rules not firing can be due to not having an initial state checked. To verify that there is an initial state checked follow the steps below.

  1. Open Incident Rules for editing by following path:
    Configuration -> Site Configuration -> Rules
  2. Under States, right click on your first state; e.g.: "00 - New Incidents"
  3. Select "View State" and look to the right panel.  See if your first state (the top-most state) has "Initial state" checked.
  4. If the first state does not have "Initial state" checked, then the rules contained within that state will never fire. Rules start at the Initial State and then move from top to bottom.  If your Initial state is set further down in the Rules chain, then the States located above the Initial state will not be checked against.

For best practices involving rules, please see Answer ID 2205: Best practices for setting up incident rules for more information.