Issues with Sync when creating an alert using a custom field

Question

Hello Team,

I'm encountering an issue in Syncs with the rules for creating and processing alerts. I'm using a custom field to represent Requestor Priority in our incidents. Despite adding the alert property successfully, when I set an incident to "Critical," which matches the alert criteria, the alert isn't being created.

Could anyone advise on how to access logs or troubleshoot why the alert isn't triggering? Additionally, is there a possibility that there's a configuration error on my end that I might have missed?

Thank you in advance for your assistance.

Paula Revetria_yfz477 · Answer

Hi @Christopher Yen ,thank you for the warm welcome and for your valuable insights. The custom field, fulfilled by users, is populated at the time the Incident issue type is created. So, I don't think this is the problem.

That said, I’ll also test using issue_updated to verify if the alert can be triggered when I later update the Requestor Priority custom field after the Incident has been created.

Thanks again for your input!

Christopher Yen · Answer

Hi @Paula Revetria ,

Welcome to the community!

I don't personally use syncs at the moment just integrations but looking at your screenshot I wonder if it's because your eventType equals issue_created, you mentioned you are updating your custom field so on creation that field value is not meeting the criteria and I'm guessing using issue_created it is not capturing later edits to the ticket

I would test using issue_updated but not sure if this will generate any duplicate alerts or loops for you