Alert Rule not working as expected

[davjohn]

Hi Team,

I have event rules and Alert rules in place to create an Incident for events that match the certain filters.

Event rule ->Alert Rule->Subflow the pattern I follow.

Event - It is processed correctly and creates Alert

Alert - It does not create an Incident from the alert

My alert rule looks like below,

#1.I see 37192 records match my filter but none of them create incidents.

I'm able to test run the subflow and create an incident from the flow designer but for some reason, the subflow is not getting triggered from Alert.

I increased the order of the rules still doesn't work.

#2. I have put automatic execution of subflow as 1 but i would like to invoke the subflow everytime there is an update to alert automatically.

The reason being I have logic in my subflow that evaluate and either create an incident or update the existing incident if the alert has the task not empty.

May I know how to make the sub-flow run automatically on every update? i don't want to put a number to the automatic execution limit.

Please help. Thanks

[robertgeen · Accepted solution]

Can you provide the filter on the alert that you expect to trigger this? Also I wouldn't recommend having the flow run every time an update happens to update the incident. Something like that might be better served in a business rule or just done outside of an alert rule with the trigger properties of a flow (typically I've done this sync for something like the work_notes of the record changing and done it with a business rule). If the flow isn't getting run then there are 2 things to check; first check whether it actually triggered or not (you should see a related list in that alert management rule area that shows you all the executions of it) and if it's not there then there is something wrong with your filter.

[davjohn]

Hi Robert,

Thanks for the response.

My filter condition is,

I don't see the execution count of the alert rule increasing but i do see that i have matching alert records in ServiceNow for my rule.

Roughly around 40K alerts that matches my alert rule.

[robertgeen]

So it's hard to say but have any updates happened to any alert that would trigger this? You can test by adding a work_note to one that matches it and if it's in a non closed state it should trigger it. Other then that check your system log and see if there are any errors in it. Thanks.

[Ashutosh Munot1]

Hi,

Can you check if the flow is marked activate or not?

Thanks,
Ashutosh