Customer Engagement & Dynamics CRM Forum

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Business Rules not Firing

  • 1.  Business Rules not Firing

    GOLD CONTRIBUTOR
    Posted 9 days ago
    ​I'm hoping someone can shed some light on a problem I'm having with business rules not firing in our 2016 on-premise environment.  The rules are supposed to show/hide and set a require/not required based on the action selected from a picklist by the user.  Everything worked in our initial roll-out of this custom entity, but then we made major changes to the form and the rules run correctly for four of the actions, but they don't fire for the other two. All the sections and fields are set to visible by default and the field requirement is optional (that's how the original rules that worked were set up) , and, yes, I've tried to uncheck the visible by default option on everything and I've tried setting the fields to business required.  Nothing seems to work to make these 2 rules run.

    If it was a workflow I could just look at the process session and see where it's erring out, but you can't do that with business rules.Does anyone have any suggestions on how to trouble shore these business rules?

    I'm really under the gun to get this completed within the next week, so any advise would be greatly appreciate.

    ------------------------------
    Laura Wagstrom
    Sr. Marketing CRM Analyst
    Colder Products Company
    St. Paul MN
    ------------------------------


  • 2.  RE: Business Rules not Firing

    SILVER CONTRIBUTOR
    Posted 9 days ago
    Laura,

    I would suspect one of two things. First I would check if there is any JavaScript on the form that could be undoing what your business rule is supposed to do. The second thing I would look at is the picklist that is used in the condition blocks. I had a business rule that was showing/hiding and enabling/disabling based on an optionset selection and the behavior wasn't exactly what I wanted. Then I realized that we had added a couple of new optionset values to the field and they needed to be checked in the business rule conditions.

    #customerengagement  ​​

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    Andy Arndt
    Minitab, Inc.
    State College PA
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  • 3.  RE: Business Rules not Firing

    GOLD CONTRIBUTOR
    Posted 9 days ago
    Thanks Andy, but there isn't any JavaScript running on this entity.  We did modify the option set and removed the other reason option form the list, but if that was causing the problem, why do the business rules work on 4 of the 6 options form the list? ​

    ------------------------------
    Laura Wagstrom
    Sr. Marketing CRM Analyst
    Colder Products Company
    St. Paul MN
    ------------------------------



  • 4.  RE: Business Rules not Firing

    SILVER CONTRIBUTOR
    Posted 9 days ago
    In addition to looking at the visual representation of the condition and set visibility/set required blocks, take a look at the text view and see if everything looks like it should. If the optionset value was removed from the field or global optionset before it was taken out as criteria in the business rule, maybe something isn't in sync. The text view should look something like my example below. The last condition in this example is the default behavior.

    If you can't get it to behave, I would disable this business rule and create a new one with just the two values that aren't working. If it behaves in the new business rule, that gives you more information and may help narrow down what's happening.

    IF
        Profile equals "Cloud - Fixed End,Local - Fixed End,Annual Cloud,Node Lock Fixed End,Cloud Fixed End Date"THEN
            Show field Subscription End Date
            Show field Max Number of Clients Allowed
            Show field Concurrent App Instances
            Show field Unlimited
            Hide field Number of Network Seats
            Hide field Client Id
            Hide field Passive License End Date
            Hide field Subscription Duration (Days)
    ELSE IF
        Profile equals "Network - Fixed End,Annual Network"THEN
            Show field Subscription End Date
            Show field Number of Network Seats
            Show field Concurrent App Instances
            Show field Unlimited
            Hide field Max Number of Clients Allowed
            Hide field Client Id
            Hide field Passive License End Date
            Hide field Subscription Duration (Days)
    ELSE IF
        Profile equals "Cloud - Subscription,Local - Subscription,Annual Subscription,Node Lock Timed"THEN
            Show field Subscription Duration (Days)
            Show field Max Number of Clients Allowed
             Show field Concurrent App InstancesShow field Unlimited
            Hide field Subscription End Date
            Hide field Number of Network Seats
            Hide field Client Id
            Hide field Passive License End Date
    ELSE IF
        Profile equals "Passive License"THEN
            Show field Passive License End Date
            Show field Client Id
            Hide field Subscription Duration (Days)
            Hide field Max Number of Clients Allowed
            Hide field Concurrent App Instances
            Hide field Unlimited
            Hide field Subscription End Date
            Hide field Number of Network Seats
    ELSE IF
        Profile does not contain data THEN
            Hide field Passive License End Date
            Hide field Client Id
            Hide field Subscription Duration (Days)
            Hide field Max Number of Clients Allowed
            Hide field Concurrent App Instances
            Hide field Unlimited
            Hide field Subscription End Date
            Hide field Number of Network Seats

    ------------------------------
    Andy Arndt
    Minitab, Inc.
    State College PA
    ------------------------------



  • 5.  RE: Business Rules not Firing

    GOLD CONTRIBUTOR
    Posted 9 days ago
    Thanks!  I found the issue.  There is an old field and a new one that are worded almost identically.  Only the new one is on the form, but the two business rules that wouldn't run both reference the old field that's no longer on the form.  Once I found that and corrected it, they both run perfectly!​

    ------------------------------
    Laura Wagstrom
    Sr. Marketing CRM Analyst
    Colder Products Company
    St. Paul MN
    ------------------------------