Question & Answer
Question
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.
Historical Number
FAQ2992
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Document Information
Modified date:
16 June 2018
UID
swg21517402