Testing

  1. Select an Integration
  2. Expand the URL Mapping section.  
  3. Click the Test URL button to generate a test alert.
  4. After the test alert has been sent, click the Check message here link.
  5.  The Inbound Message Detail will show the incoming data.  

Troubleshooting

Source Name Issues

Inbound Messages Table Use the Inbound Messages table to view all of the incoming alerts. 

                (1)                                                             (2)                    (3)         (4)                 (5)

Inbound Messages List 

(1) – Message ID – link to view the raw data received in the message.

(2) – Key Mapping Fields – Source, Source Name and Source Identifier show the data that was used in the message for mapping purposes.

(3) – Integration Name – the integration to which the message was matched.

(4) – Mapping Status – Mapped, Mapping Failed, Mapped Ignored, Mapped Appended, Pending, Processing

(5) – Alert ID – link to the AlertOps alert detail. 

Mapping Status Definitions

Mapped Ignored – Mapped Ignored means that an inbound message mapped the fields, however didn't generate an alert due to one of a few reasons: 

  • Mapped Ignored - Close with no open: new alert with a close status was received and there are no matching open alerts to be closed (a user may have manually closed the alert and the monitoring system detected the close and sent a new close alert).
  • Mapped Ignored - Status Mismatch: an alert was received without a valid status value based on those pre-configured for the integration.

Mapped Appended – This can mean that a duplicate alert was received, such as receiving another Open status alert for an alert that is already open.

Pending – Incoming alerts that have a status of Pending are awaiting processing. This is a temporary state that can last up to one minute.

Mapped – Incoming alerts that have been successfully process will have a status of Mapped. 

  • Mapped Open – Inbound messages have successfully mapped the incoming fields configured to open alerts on a certain value.
  • Mapped Closed – Inbound messages have successfully mapped the incoming fields configured to close alerts on a certain value.

Processing – Incoming alerts that have a status of Processing are currently processing. This is a temporary state that will appear only for a second.

Mapping Failed – Unable to match the message to a mapping (integration) rule 

Troubleshooting Steps

1) Is the message not found in the Inbound Messages table?

        A) Try sending a test from within AlertOps and then check if the test made it to                   Inbound Messages. If the AlertOps test fails then regenerate the URL, save                   your changes and retest from AlertOps.

        B)  If the AlertOps test passes then try copying the URL from AlertOps to your                     Source system and resend. If your source system message still does not                       appear in Inbound Messages then the problem probably lies in your source                   system.

2) Is the message found in Inbound Messages but the status is Mapping Failed?

        A) Check that the Source Name field in the URL matches the Source Name in the              Mapping Field. (Only if Source Name Not Static) Check that the Source Name                field matches a data key in the JSON data. (Only if Source Name Not Static)                  Check that the Source Name Data Key (the box to the right of the Source                      Name mapping) matches a data value in the JSON data.

        B)  Source Identifier Issues:  Check that the Source Identifier field in the URL                      matches the Source Identifier in the Mapping Field. Check that the Source                    Identifier field matches a data key in the JSON data.


3) Is the Status mapped but you receive no notifications?
This means that AlertOps did receive the alert and created an AlertOps alert. 

        A) Verify that the notifications were sent out by AlertOps. Click the AlertId link on              the right to view the alert details. View the members that were notified.  Click                the first message in the Messages List  View the Notification Delivery details

        B)  If you see that notifications were sent out but to the wrong people: Check the               Inbound Integration Recipients. If you are sending to Groups, verify that the                   Group’s schedule is correct.

        C)  Users are receiving notifications but not on the expected channels: Check                      that the user’s have set up the correct contact types. 

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