Notification based on an event is not always sent - Support and Troubleshooting

Notification based on an event is not always sent Issue We have a notification configured to send when the event incident.assigned.to.group is fired.

For incidents created by external ESM application this notification is not always sent.

Cause The notification has the condition "Assigned to is empty"

When the notification is not sent we can see that the ESM application has already assigned the incident before the event was processed and thus the conditions for the notification were not met.

event created 2021-01-08 03:00:51 processed 2021-01-08 03:01:47

Incident assigned to on 2021-01-08 03:01:25 Resolution There are 2 requirements

For incidents created by ESM (Caller=Auto ESM) the notification should always be sent regardless of the assigned to value. For all other incidents the notification should only be sent when the incident is not assigned.

The solution to this will be to alter the conditions in order to ensure that the notification is always sent for cases created by the "Auto ESM" caller regardless There are 2 ways to achieve this

create a second notification identical to the existing one. In the existing notification you would add a condition Caller is not Auto ESM

so it has 2 conditions Assigned to is empty Caller is not Auto ESM

and in the new notification define the condition Caller is Auto ESM

Modify the existing notification with an additional OR condition to achieve the same ie (Assigned to is empty AND Caller is not Auto ESM) OR (Caller is Auto ESM) Either of these options would ensure that the notification is always sent when the caller is Auto ESM whilst retaining the original function of only sending for other incidents when the incident is not currently assigned.