How can I test my escalation rules?
Environment:
Business Rules
Resolution:
If you wish to test escalation rules, you must submit a test incident that matches the criteria of your escalation rules and let the incident escalate through the ruleset.
To test the rules initially, you can modify the timeframe called out in the escalation process so that the incident will escalate in minutes rather than hours or days. This will allow you to verify that the incident hits the correct rules during the escalation process and that the correct actions occur during the escalation.
You can use the Rule Log to verify that the incident matched the appropriate rule or rules. For more information on using the Rule Log, refer to Answer ID 1873: Using the Rule Log Using the Rule Log to troubleshoot rules for Legacy Rules in .Net Console or Answer ID 11881: Accessing the "Rule Runtime Log" for Enhanced Business Rules in Browser UI
Then, after you have verified the rules are acting and escalating records appropriately, modify the rules so that they use the appropriate time for escalating the records.
For additional information, refer to Answer ID 13033: Popular Answers about Escalations.
