Is it possible for Incident was opened notification to not send notification even though it is true?

[Rain Vaine]

Hello experts,

Is there a possibility for a notification to not be activated even though the conditions is satisfied and it is active.
One of our issue is that the client is questioning why was this notification was sent after the tokyo upgrade.

When I checked the notification below it is active so its reasonable that this notification will be sent. 

But in our case, the client is saying that this is not happening before the tokyo upgrade. Meaning this notification is not sent even though it is active and satisfied the conditions.

Are there any possible methods to execute this method aside from turning the notification to false?

Thankss

[Sagar Pagar]

Hi @Rain Vaine,

Check the When to send notification tab in notification. I mean condition and events which triggers  it.

Thanks,

Sagar Pagar

[Rain Vaine]

Hello,
Thanks for the reply, yes i have already checked it but there is no changes on that tab before the upgrade and it could be also seen that the configuration is similar to the PDI.

Regards,

Rain

[kamlesh kjmar]

Hi @Rain Vaine ,

I do not see any reason why notification will not be triggered provided it is active as well as satisfying the condition as well. Could you please share the screen shot of When to send section of the notification.

Also, check the history of the notification and check what is the change history for active tab. Did it change recently

I hope this help.

Please mark this helpful if this helps and Accept the solution if this solves your issue.

Regards,

Kamlesh

[Rain Vaine]

Hello,
Yes this was how the when to send tab appear for this record. As you could see it has the same configuration as the oob. And no record history is captured in the record. Is it possible to change the record during the tokyo updgrade? For example turning it to true without the sys_updated_on changing?

when I checked the updated_on time it could be seen that this record is last updated 8 months
but during those months this notifications is not sending

Thanks,