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:
- Created On-Call Schedule
- Created Primary and Secondary Schedule
- Selected Escalation type: Rotate Through Roster
- Catch-all = Notify Group Manager
- Created Trigger Rule
- When to activate
- Table = Incident [incident]
- Conditions = Priority is 1 — Critical and Assignment Group is {selected the assignment group that is also in the On-Call Schedule I created}
- What action to take
- Group = {selected the assignment group that is also in the On-Call Schedule I created}
- Trigger Action = Workflow {since I do not know how to write scripts}
- Trigger workflow = Escalation by Email
- 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?
