Trouble getting alerts generated based upon escalation policies

[Michael Tibbert]

Hi,

This is probably something I'm missing, but I can not get alerts generated via my on-call rotation.

I've created my SLA, Routing Rules, Escalation Policy, Schedules and everything appears appropriate.

I can manually create an alert and it goes to the correct place.

When I test adding a work item to my queue and give it a P1 priority (Critical) an alert is not generated based upon my routing rules and escalation policy.

Does anyone have any advice or somewhere they could point me.

Thank you in advance.

[Christopher Yen · Accepted solution]

Hi @Michael Tibbert 

It would be helpful to post screenshots of what some of your alert or sync settings are. Are you looking to generate alerts from your service project to an operations team? 

This documentation on Syncs may be beneficial to reference

[Michael Tibbert]

Christopher, thank you for pointing me to Syncs.   This is what I neglected to configure.  I appreciate your assistance.

Best, 

Michael