1. Symptom or Need

The user reports failures in the execution of the business logic within the CRM:

• When attempting to apply a rule to a specific CRM module, it does not execute and the expected change is not reflected .
• The configured rules seem to have "disappeared" or have no effect on the client's workflow.

2. Context / Scenarios

Service: CRM.

Scenario: Configuration of automation or validation rules within CRM modules that stop working or are not visible to the system at the time of interaction.

3. Answer / Solution

Customer Validations

Before escalating the case to technical support, perform the following checks to identify whether it is a configuration or system error:

• Configuration Audit: Review the current rule configuration in detail. Verify that the triggers and conditions match the action you want to execute.
• Conflict Detection: Checks if there is another rule created (duplicate rule) on the same field or module that may be conflicting with or overwriting the current rule.
• Functionality Testing: Perform a manual test of the affected rule by attempting to force compliance with the condition to observe the system's response.
• Testing Environment: If you have a testing environment (Sandbox), validate whether there is a similarity in the behavior of the rule in that environment before modifying the production environment.

Escalation

If the problem persists after performing the validations, please gather the following information to escalate to the service desk:

• Name of the operation.
• CRM access URL.
• Description of how the rule is executed (step by step).
• Confirmation of the results obtained in the initial validations.

4. Possible Causes

• Redundant Rules: Existence of previous rules that cancel the execution of the new logic.
• Logic Error: Ill-defined conditions (e.g., using "AND" instead of "OR") that prevent the execution criterion from being met.
• Cache Lag: Recent changes in the CRM that have not yet propagated correctly in the user session.

5. Considerations

• Having the Super Administrator's username and password is essential to make adjustments to the rules module.
• Always document when the rule stopped working to identify if it coincides with any mass data update or configuration change.