Missing context in Responder States?

Question

I'm trying to better understand the info shown in the Responder States tab of an alert.

I will see things like "No Rule" but it doesn't tell me rule for what. I think it's only showing that status as it relates to the last notification that went out for the alert. So maybe it's no rule for closure, not no rule for new alerts. But I can only guess because that context isn't given, or else I have to sift through the much noisier Activity Log.

So far I've found no documentation to confirm this theory, and would welcome some clarification.

Rafael Meira_bepskb · Answer

@[deleted]Thank you for the effort to provide a detailed example of your doubts.

Indeed I believe if you could open a formal ticket, we could actually see the date on your account, would be much easier to indicate which is which.

Just some general meaning below:

* Seen: This state indicates that a person has viewed the alert.

* No Rule: This state means that there were no rules set in place that would trigger this person to be notified about the alert.

* Action: Normally indicates that the person performed an action, such as acknowledging the alert, closing the alert, or adding a note.

If you could open a formal ticket, we could go over it in detailed.

https://support.atlassian.com/contact/

unknown · Answer

This isn't specific to a single alert.

Responder states might show me something like this:

Apr 2 1:35 PM Seen Person B

Apr 2 12:10 PM No Rule Person E

Apr 2 12:10 PM Quiet Hours Person F

Apr 2 12:10 PM No Rule Person G

Apr 2 12:10 PM Action Person I

Apr 2 11:57 AM Received Person J

Apr 2 11:57 AM No Rule Person H

Apr 2 11:56 AM Sent Person C

Apr 2 11:56 AM Quiet Hours Person A

Apr 2 11:56 AM No Rule Person M

Apr 2 11:56 AM Quiet Hours Person L

Apr 2 11:56 AM No Rule Person D

Apr 2 11:56 AM Quiet Hours Person K

In this example I might assume that Person D did not receive the initial "new alert" notification because they had no rule for that.

But Person E also shows "no rule" but at a later timestamp, possibly meaning they did not receive notification about the alert closure.

Maybe Person F received the initial "new alert" notification, but their Quiet Hours started at 12:00 pm and they didn't receive subsequent notifications.

Similarly, Person I performed an Action, but what action?

There's no context for what the responder is or isn't receiving.

I can generally get what I'm looking for from the Activity log, which is perhaps the intent. But I struggle to make use of Responder states due to lack of context and have previously come to wrong conclusions due to misunderstanding the info.

Rafael Meira_bepskb · Answer

Hey @[deleted]thank you much for your question.

Indeed, on the Responder States normally you would have all the responders that had contact somehow with that alert.

For us to investigate and understand this alert you are talking about, we would need to have your account permission and investigate, but I am unable to do this here.

I strongly recommend you open a formal ticket with our support https://support.atlassian.com/contact/

Let me know if you have any additional questions.

Rafa