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.