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All alerts display within your LogicMonitor interface. You can additionally choose to have alerts routed (using alert rules and escalation chains) via a variety of delivery methods, including text, email, voice call, or integration with a third-party app such as a ticketing system.
If you think you aren’t receiving routed alert notifications that you should be receiving—or if you think you are receiving too many alert notifications, follow the troubleshooting tips listed in the following sections.
The generation of alerts and subsequent routing of alert notifications has many moving parts in LogicMonitor. In addition, there are features that seek to intelligently suppress alert notifications under targeted circumstances in order to reduce alert noise. Review the possible causes for missing alert notifications in the following sections to see if any apply to your situation.
First, it is important to distinguish whether your problem is with alert generation or alert delivery. All alerts, whether routed or not, display on the Alerts page/tab in your LogicMonitor account.
If you cannot find the alerts for which you think you should be receiving notifications for within the interface (make sure to manually include cleared alerts in your filter criteria), then the alert probably isn’t being triggered in the first place. In this case, you’ll need to adjust the triggering criteria (e.g. datapoint thresholds, website alerting configurations, etc.) such that alerts are triggered as you expect.
If you do see the alerts within your LogicMonitor account, but you aren’t receiving alert notifications, then you need to determine whether you have an alert rule configured to route notifications for that type of alert. Remember that in order for alert notifications to be routed, the particular website, EventSource, resource datapoint, etc. must match an alert rule, and this alert rule must reference an escalation chain that contains the recipients that you want to deliver notifications to.
In most cases, alert notifications do not reach their intended destinations because they are being matched to an unexpected alert rule. To troubleshoot this possibility, you can:
Keep in mind that alerts that occur during periods of scheduled downtime (SDT) display in the LogicMonitor interface, but are never routed for external delivery. A resource (or website, EventSource, etc.) that is in SDT is denoted with a unique clock icon throughout the LogicMonitor interface to help you quickly identify SDT status.
It is possible that an alert could match an alert rule, but still not be routed beyond LogicMonitor’s interface. This scenario occurs if alert notification suppression is enabled via one of LogicMonitor’s AIOps features that serve to intelligently reduce alert noise. For more information on these features, see Enabling Dynamic Thresholds for Datapoints and Enabling Root Cause Analysis respectively.
If rate limiting is enabled for the escalation chain, the number of alert notifications that can be sent to the escalation chain in a specified time period is limited. For more information on rate limiting, see Escalation Chains.
Escalation chain recipients are typically specified using user accounts. If the information for a user in an escalation chain is incorrect, alert notifications won’t be delivered correctly. Double check the contact settings (Settings | Users & Roles | Users) for the user account in question.
Alert notification messages could be refused or queued because of spam control, gateway misconfiguration, DNS issues, etc.
Check your spam folder.
Receiving too many LogicMonitor alert notification emails can ultimately lead to alert fatigue and the ignoring of important alerts. Some tips for avoiding this undesirable situation include:
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