On-call scheduling and escalation trigger on ISTANBUL

[stevendraper]

I attempted to test out the On-Call Scheduling and Escalation I created in ISTANBUL; however, I was unable to get it to work.

The following are the steps I took:

1. Created On-Call Schedule
   1. Created Primary and Secondary Schedule
   2. Selected Escalation type: Rotate Through Roster
   3. Catch-all = Notify Group Manager
2. Created Trigger Rule
   1. When to activate
      1. Table = Incident [incident]
      2. Conditions = Priority is 1 — Critical and Assignment Group is {selected the assignment group that is also in the On-Call Schedule I created}

2. What action to take
   1. Group = {selected the assignment group that is also in the On-Call Schedule I created}
   2. Trigger Action = Workflow {since I do not know how to write scripts}
   3. Trigger workflow = Escalation by Email
2. Created an Incident ticket with Priority =1 - Critical.

According to everything I read on the Wiki, I have set this up correctly; however, I am not receiving any email notifications when I create a P1 Incident and assign it to the specified Assignment group.

I understand that I will need Notify for SMS to work, but do I need Notify for on-call email notifications? {I found nothing on the wiki that says I need it for email notifications}.

Have I missed a step or is there a trick for this trade that wasn't mention on the wiki that I need to do to get this to work?

[Michael Fry1]

Is the On-Call workflow attaching to your Incident?

[stevendraper]

Apparently not. I did not see anything in the Wiki that indicated that needed to be done. Thank you.

[Michael Fry1]

Your on-call Trigger Rules under What action to take, you mentioned that you populated Trigger Workflow. I'd just like to confirm the workflow attached and is running.

Go to UI Action: Show Workflow (use the one on Change Request table). Change the table to Incident, and do an insert to make a copy. Then look at your incident. Do you see the workflow? is it running or did it run?

[stevendraper]

I went to UI Action: Show Workflow (I used the one on Change Request table). I changed the table to Incident, and did an insert to make a copy. I cancelled the old incident and then created a new Incident ticket; however, I do not see an option for me to look at the workflow for the new incident. The only options I have under the Related Links are "Create Incident Alert" and "Repair SLAs".