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?

[stevendraper]

Yes we are running strictly OOB with ISTANBUL. I have configured the on-call schedule with my name only being on the schedule for both Primary and Secondary to ensure that I would receive the notification should it be triggered.

[Michael Fry1]

This isn't the out of the box Incident table?

Is this table extended from Task? The workflow is on the Task table.

[stevendraper]

From my understanding, our admins have kept ISTANBUL out of box. so as far as I know this the out of box Incident table.

[Michael Fry1]

Did you check the system log for any errors? I'm guessing the workflow isn't attaching and without the workflow, no escalation emails.

I'm about out of ideas, so I'll point you to HI support but would hope you reply back when you get it fixed.

[stevendraper]

I thank you for your assistance and will certainly let you know when we get it working and what needed to be done to get it to work.