Milly Bui
An end user has 2 devices set up in xMatters:
SMS Phone (AT&T)- no priority threshold
Work Email - no priority threshold
When an incident notifies the end user, it does NOT send the initial notification to the person's SMS Phone. However, it does send it to his work email. Once he acknowledges it, he receives the transfer notification to his SMS phone and work email.
How do we fix his account so that he will receive an initial SMS page?
Any ideas?
Please help and thank you in advance.
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Hi Milly. That is strange. Does the user have a schedule associated with the SMS device?
Can you post the details (sanitized if needed) of the Event Report? That generally shows why a particular user or device was or was not notified.
Happy Thursday!
Yea, that looks like it is successful. The "Notification delivered by CNS" means that the xMatters notification engine successfully sent the request off to the "Central Notification Service" which will take care of handing it off to the provider, AT&T in this case.
I think that needs a little more investigation on the back end. I opened a ticket for you and support should be reaching out to assist further.
Sorry I couldn't be more helpful!