Inactivity Monitors - not working consistently

reeset · ‎03-14-2015

I have 3 inactivity monitors...all with the same order of 100 (which the system says you must if you want them all to fire).

The inactivity monitors are set to fire on event.
the table is Incident
First is if an incident hasn't had an update in 2 days or more.
The second one is if a ticket is open longer than 30 days.
They are both set to fire an email notification.

I am a little confused as when I read up on inactivity monitors it said that they would not trigger on already created tasks. Does that mean it won't trigger on all the incidents that I have created? So far the one for 30 days or more has yet to trigger at all and I have the timing set for 2 minutes.

The inactivity monitor that is set to fire if it hasn't been updated in 2 days was set at days - but it was firing on 2 hours. It has fired on 3 different tickets - all created over a month ago. There are about 500 tickets that are over 30 years of age and another 500 that haven't been updated in 2 days but yet it only sent the email notification on 3 different tickets.

Screen shots of inactivity monitors below. Perhaps its not the inactivity monitors but the email notifications (but not sure that makes sense as one of them is firing on 3 tickets)

Can anyone help me with this?

screen shot of one for tickets over 30 days

screen shot below of inactivity monitor is not updated in 2 days.

Michael Fry1 · ‎03-14-2015

A couple of things: Inactivity monitors only fire on tickets with no activity. If you have system updates pushing to tickets, the Inactivity monitor resets on that ticket because it considers that activity.

'I am a little confused as when I read up on inactivity monitors it said that they would not trigger on already created tasks.' - that means you can't have tickets, then setup Inactivity Monitor and have to 'run' on those tickets. It will only run on tickets created after the Monitors are setup.

Looking at your 30 day monitor, you should remove the condition 'Created before Last 30 days' and instead, set your Wait period to 30 days, not 2 minutes. So it reads: Not Resolved, Not closed and no activity for 30 days - fire event. If there's an email with that event, fire email.

2-day monitor: that's a lot of conditions. Why don't you make them like your 30 days monitor a get the thing working, then build on it? So Not closed, Not Resolved, and no activity for 2 days - fire event. Set your Wait time to 2 days, not 30 minutes.

reeset · ‎03-15-2015

Hi Michael, thanks for the quick response. I had set the monitors to fire off a lot quicker (2 minutes and 30 minutes) because I wanted to see if they were working. Unfortunately they are only working on one ticket. Yesterday it was working on 3 tickets but today only 1. I don't understand what I am doing wrong that it is not checking all tickets that are not resolved or closed.

Is there another way I can do this with a script that tells the sytem to check all non resolved or closed incidents?

Thank you for you assistance.

Michael Fry1 · ‎03-15-2015

I would simply your conditions on your activity monitor(s) to be Incident State is not Resolve and Incident State is not Closed. Then set your timer for 2mins 30secs. Then create a new Incident, wait 2 mins, and check Events for one that is named 'incident.inactivity'. Does the event show? If not, what was the latest update on your incident?

reeset · ‎03-15-2015

thanks I see my inactivity monitor processed, but still only on the same record. Not sure if anything in here can give me more information