Verifying rules using the rule log

You can use the rule log to view the list of rules that have fired against a specific answer, con­tact, incident, opportunity, organization, or task. This lets you verify that the new rule base works as intended and that no unintended actions occur as a result. The rule log also identi­fies whether the Then or Else clause was used to process the rule.

The following steps for checking a rule use an incident rule as the example; however, you can check rules for any object class using the same procedure.

To verify a rule:

1	Add and save an incident that matches the conditions of the rule.

2	Open an incidents report.

3	Right-click the incident on the content pane and select Open>Incident.

4	Click the Info button, note the incident’s ID number, and close the incident.

5	Click the Common Configuration button on the navigation pane.

6	Double-click Rule Log under Rules.

7	Click the Type drop-down menu and select Incident.

8	Type the ID in the field and click the Search button.

9	Check that the appropriate rule was applied to the incident. If not, check the rule’s condi­tions and actions. (Refer to procedures beginning with Creating rule bases.)

Also check that no rule has been applied to the incident that you did not intend to be applied.

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