1. xMatters
  2. Community
  3. Integrations & Toolchains

ServiceNow: Incident Alert - Outbound Delivery Integration is failing

MassMutual
Not Yet Reviewed

We have an integration setup between xMatters and ServiceNow. For some reason, I am receiving failure notifications for the above mentioned integration every so often. The failure looks to have to do with the intended recipient not responding in time when contacted via Phone.

In the most recent specific case, a group was targeted, where 13 people were members and sent notifications, 1 of them accepted the alert and as it is read in the logs, immediately after accepting, the event was terminated. However, the logs continue with more lines detailing users who were contacted via phone but failed to respond (NO_ANSWER). 

Why would the logs continue past the termination of the event? Moreover, if several people failed to be reached, why is the error log in the integration only detailing one such case?

I am trying to find out the root cause to determine if this is a deeper issue or not. Thanks

0

Comments

2 comments
Date Votes

Please sign in to leave a comment.

  • MassMutual

    Here are some logs to maybe provide better context 

     

    23:07:31.950
    		  
    Responded with Assign to me from **Person 1** from Email Device
    		 
    23:07:32.069
    		  
    Response [Assign to me] has been mapped to [Assign to me] with action [END]
    		 
    23:07:32.169
    		  
    Event terminated
    		 
    23:07:32.299
    		  
    Incident Alerts - Outbound Status accepted event status update TERMINATED. Event state change triggered by *** PERSON 1 ***. Check Activity Stream for {"requestId":"*********"}
    		 
    23:07:32.356
    		  
    Incident Alerts - Outbound Response accepted notification response "Assign to me" for Work Email. Check Activity Stream for {"requestId":"************"}
    		 
    23:07:35.033
    		  
    null - No answer
    		 
    23:07:35.041
    		   
    ** PERSON 2 ** - Home Phone - Failed to Connect. Call result: NO_ANSWER. The called party did not pick up the phone before the defined timeout value expired, (408).
    0
  • Francois Groulx

    Happy Monday!

    The most likely scenario here is that the call(s) in question went out through the voice gateway before the event was terminated. In such situations, the expected result would be for the calls to run their course but no subsequent retries would be attempted if a failure did occur. There is no way to recall a request to call someone once it's been sent out - the best we can do is put a hard stop on anything else leaving that voice gateway for the event.

    Would what is described above fit the situations you've encountered so far? If you still have outliers we can maybe help take a closer look with you.

    Cheers!

    0

Didn't find what you were looking for?

New post