Delay in Alert Triggering After Creation or Update

At times, users may experience a delay in receiving alert notifications immediately after creating a new alert or updating an existing one. This can lead to confusion about whether the alert logic is functioning correctly.

Explanation:

When a new alert is created or an existing alert is modified within the system, there is a processing and synchronization period before the alert becomes fully active and able to trigger notifications. This delay is typically between 40 minutes to one hour.

Scenario:

For example, if you create an alert with the logic: "Notify Team X when a Severity 1 ticket is created," you might not receive an immediate notification when a Severity 1 ticket is created right after saving the alert.

Resolution:

This behaviour is expected due to the system's processing time for new or updated alert configurations. Please allow at least one hour after creating or updating an alert for it to become fully operational and begin triggering notifications as intended.

Troubleshooting Steps:

1. Wait for the Specified Time: Ensure that at least one hour has passed since you created or last updated the alert.

2. Verify Alert Configuration: After the waiting period, double-check your alert logic to ensure it accurately reflects the conditions for triggering (e.g., correct team selection, severity level, and event type).

3. Test the Alert (If possible): If feasible, create a test ticket that meets the alert's criteria after the waiting period to see if a notification is triggered.

If the Alert Still Doesn't Trigger After One Hour:

If you have waited for more than one hour and the alert is still not triggering as expected, please review your alert configuration carefully for any potential errors. If the configuration looks correct, contact our support team at support@supportlogic.io or In-App help widget for further investigation, by providing details of the alert setup and any test cases you have tried. Please also include the ticket number related to your initial observation (if applicable).