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Troubleshooting Guide: Missing Alert Notification for a New Service Request

Modified on Wed, 3 Jul at 7:55 AM

Problem

  • The alert notification for a new service request (Ticket #) was not received in the designated Slack channel.


Possible Causes

  • Case might not match the alert criteria
  • Maybe the Alert was set to mute


Solutions

  • Verification:

    • Confirmed the ticket creation date and matched it with the configured alert.

    • Verified the alert configuration: Status: New, Customer Name:xxxxxx

    • Checked that the new service request (Ticket #) indeed matched the alert criteria (New status and matching customer name).

  • Investigation:

    • Back-end investigation revealed the case status was marked as "case_is_deleted".

  • Root Cause:

    • The customer has a Global Platform Filter (GPF) enabled that restricts allowed case types.

    • The customer confirmed the new service request belonged to a case type not included in the current GPF group IDs.


An internal ticket was created to update the GPF and include the group ID.



Tech Tip:

  • This case highlights the importance of considering potential filters (like GPFs) that might restrict alerts even when the alert criteria seem to be met.





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