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Alert count will not clear

Bill Verzal
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A few days ago, my xmatters alert starting acting up. The icon will not clear the number of alerts and the alerts themselves will not clear after I've acknowledged them. I've power-cycled my iphone and I've hard-reset the phone. It does not help. I've also signed out of xmatters and signed in again. I still have a "3" on the icon, and three alerts showing up.

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  • Andrew Padilla

    If I remember right, you can go to your inbox in the app and click on the alerts/notifications and there should be a dismiss option at the bottom. Clicking on that I think removes it from your active alerts.

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  • Iain Rose

    Hi there Bill,

    It sounds like you're experiencing an issue which is causing messages from events that should no longer be notifying you to show up in your active message inbox filter.

    The same issue is causing an incorrect active message count on the xMatters app badge.

    We have already identified and resolved this issue and it will deployed to xMatters On-Demand servers as part of the next scheduled update (5.5.65).

    You can see the update schedule for March 2015 here.

    https://support.xmatters.com/hc/en-us/articles/203658589-Continuous-Delivery-Mar-1-Apr-3-2015-

    Hope this helps, please get in touch if you need more information.

    Iain Rose
    Product Manager
    xMatters

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  • Bryn Blay

    Just looking to be clear, if there is an active message in my inbox, for the iOS app, that red count number on the inbox and app icon will stay there until the message is inactive?  Even if I respond/acknowledge the message?

    Thanks,

    Bryn

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  • Mandeep Jassal

    Hi Bryn! Correct, the badging on the xMatters app icon is related to active messages in the Inbox. After you have responded to the message and it becomes inactive, the badging will decrment or disappear if no more active messages. Note that response options can be configured so that you can respond multiple times so if that is the case, those messages will continue to remain active in the inbox until a different resposne option is selected (which doesn't allow multiple responses) or until the event has terminated.

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