Here are some pointers to note when troubleshooting issues with Business Rules,
Prerequisite for Requester specific rules: Rules set up for the requester portal will work only if the fields are visible and editable to the requester. So ensure that the 2 checkboxes highlighted below are checked.
Order of the Rules to Resolve Conflicts: If you’ve got multiple rules set up to act on the same fields, the order of the rules determine the final state of the field i.e the rule that executes last for a particular field.
Enforcing Rules System-Wide: Certain rules can be enforced across all channels, such as List view edits, APIs, Bulk Action, etc. For example: If you’ve disabled a field and want to ensure that the field cannot be edited via these other channels, you simply need to check the Enforce System-wide checkbox.
Fields not being displayed in the Service Request Form:
Verify if the problem occurs only in the Requester Portal.
Verify if the field has the "Requester can edit" option set to true. Only these fields will be displayed on the new ticket page in the Requester Portal
Missing category values for a specific user/group:
If possible, assume Identity to identify any user-specific configurations that might be affecting the display of category values.
Verify if there is a specific user/group who is restricted from viewing this value.
Ticket closure issues with updating required fields:
Verify if there are any fields that are mandatory but are hidden through business rules/custom apps.
Verify if there are any dependent field conditions and actions added to business rules. Example: Make city as a mandatory field when state location is filled in a form.
Verify if a business rule for ticket closure has been applied to the ticket form.
If the issue is only with a specific ticket, verify if the business rule for ticket closure has been set up only for a particular user/group.
Verify if business rules have the "Enforce system-wide" option enabled for the channel you are trying.
Note: Showing and Hiding actions are not supported with the enforce system-wide option which means that these actions are limited to the forms.