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Why a Rule or Approval Did Not Run

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What this article helps with

Use this guide when an automation rule, approval policy, or SLA-driven action did not trigger as expected.

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Common symptoms

  • a rule exists but no action happened
  • an approval request was expected but never appeared
  • a release governance decision did not fire
  • an escalation or notification did not send

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Most likely causes

  • the trigger event never happened
  • the subject type did not match the target item
  • conditions did not evaluate to true
  • the rule is in draft or inactive state
  • the approval or notification target role had no matching users
  • the payload used for testing did not contain a real subject identifier

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Steps to troubleshoot

  1. Open the rule or approval policy.
  2. Confirm it is active.
  3. Review the trigger event and target subject.
  4. Review the conditions carefully.
  5. Check the action configuration for missing fields.
  6. Verify the target record actually matches the rule conditions.
  7. If you tested it manually, confirm the payload included the correct subject identifier.
  8. Review automation runs, logs, or related notifications if available.
  9. Re-test with a known-valid example record.

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What admins should review

  • approver role membership
  • notification recipient configuration
  • policy scope and subject compatibility
  • whether the rule is tied to the correct lifecycle event