How do I troubleshoot business rules? Why did an action occur on a ticket, and how can I confirm if it was the result of a trigger or automation?
Step 1: View ticket events
First, view the ticket events to see a log of actions taken on the ticket.
- Identify an example ticket where you'd like to investigate the action taken on it
- Within the ticket, click Conversation and select Events from the dropdown
- Review the events log to see actions taken on the ticket, along with which user or business rule took them. You can click on a trigger or automation's title to view the configuration and understand why that business rule fired.
For more information and details, see Viewing all events of a ticket.
Step 2: View previous versions of the business rule
Once you've identified the business rule that fired on your ticket, you may want to view revisions to that trigger (see How to view a trigger's revision history).