Alert scenarios that can Trigger multiple times

Description:
This article explains the scenarios where alerts in SupportLogic may be triggered multiple times for a single case. Understanding these conditions can help in configuring alerts more effectively and avoiding confusion related to repeated alerts.

Scenarios Where Alerts May Trigger Multiple Times

1. Alert Conditions: ANY vs ALL

When creating an alert, you have two condition options: ANY and ALL.

• ANY Condition:
  If the alert is configured with multiple criteria and the ANY condition is selected, the alert will be triggered each time any one of the conditions is met.

• ALL Condition:
  If the alert uses the ALL condition, it will only be triggered once all of the specified criteria are met simultaneously.
  
  

2. Sentiment-Based Alerts

Sentiment-based alerts can be triggered multiple times for the same case.

• This happens every time a sentiment included in the alert configuration is detected on the case (e.g., “Negative” or “Frustrated” sentiments appearing again).

3. LTE and Escalation-Based Alerts

Alerts based on Likely to Escalate (LTE) or escalation events can also trigger multiple times:

• Each time a case is predicted for LTE or is escalated, the alert may fire again based on the configured criteria.
  
  

4. Related Article

For more details on how to create and configure alerts, please refer to the KB article linked below:

https://support.supportlogic.com/support/solutions/articles/73000566779-my-alerts