Possible causes for exception monitor not raising the action configured for Unresolved alerts

Answer

Action to be invoked for unresolved and unassigned alerts for a queue can be configured in Queue Details (navigate to platform > Queue management in configurator). Exception Monitor will raise these actions if the required conditions are met.

Exception monitor might not raise the action configured for "Unresolved Alerts" in the following scenarios.

1. User and queue subscription is not correct.

2. "Escalate Alert After" in queue configuration is set to 0.
When an alert type is set to be raised with value '0', the alert will not be raised. This is because application assumes '0' as the default or 'do-nothing' value.

3. For a queue, if the user has set up both 'UnAssigned Alerts' and 'Unresolved Alerts' to be raised. In that case application will only raise action configured for the Un-assigned Alert and not for the Un-resolved Alert. This is because there is an implicit understanding that an unassigned alert cannot be resolved anyway.