A new knowledge base article has been published on our support portal.
Overview
When working with complex rules it is often desirable to have a log of the rules that were executed and what was the event and field changes that triggered the rules.
North52 provides detailed trace logging, however, it is designed for technical users to use for troubleshooting or analysing a full audit of how the rules were executed at a system level; they are not intended for a customer service representative (CSR) to find information from.
A CSR may have to answer questions about why and how certain outcomes the system determines to a customer enquiry. For example a customer may query a insurance claim and want to understand why their claim was rejected. By creating a custom rules log in Microsoft Dynamics 365/Dataverse using the North52 business rules engine we can help the CSR easily answer these questions.
In this article we are extending the ideas presented in xRM Formula #277 – Insurance Claims Adjudication and creating a custom log which has user-friendly messaging. Moving the logging out to a separate table allows us to present a chronological view using the out the box grid view at both the Claim Detail record and a rollup of all logs at the Claim level.