You see one of these:
- An incident is in the Alert Centre, but you or a colleague got no email or push notification.
- A webhook you set up never received the call, or a MAX chat got no message.
- A maintenance reminder came due, and nobody heard about it.
If there is no incident at all, the rule did not fire. See An alert did not fire.
- Read the delivery timeline first
- Your channel preferences or quiet hours held it back
- The rule is muted for you
- You are not in the rule's recipients
- The rule held the notification back
- Push is not allowed in your browser
- The webhook, MAX or email delivery failed
- No Service reminder rule covers the unit
- The service is not due yet
Every incident records whom the app notified, per channel, and what happened.
- In the side menu, select Alerts > Alert Centre.
- Select the incident's row.
The incident opens.
- In the timeline, read the line under each entry for each channel.
| State |
Meaning |
| sent |
Delivered. |
| pending |
Waiting to go out, or waiting for another attempt. |
| suppressed |
Not sent, with the reason in brackets, for example "channel off in preferences" or "quiet hours". |
| failed |
Failed in a way another attempt cannot fix. Point at the label to see the reason. |
| dead |
Failed after every attempt. |
The sections below explain each case. See Incident details.
Each user chooses, per severity, which of Push, Email and In-app reach them. By default, critical alerts come by Push, Email and In-app; warning by Push and In-app; info by In-app only. So a warning rule with Email on sends no email to users who kept the default. Quiet hours silence Push, Email or both at night.
Check
- Select your name at the top right.
- Select Alert preferences.
- In Channels by severity, read the switches for the rule's severity.
- Look at the quiet hours card.
Fix
- Turn on the channel for that severity.
- Adjust or turn off quiet hours. Leave Critical alerts still come through on.
- Select Save.
The message "Preferences saved. They apply to the next alert." confirms it.
See Silence alerts at night or mute a rule.
Mute rule for me stops one rule's notifications to you. Its incidents still show in the Alert Centre.
Check
- Open Alert preferences.
- Look for the rule under Muted rules.
Fix
- Select Unmute in the rule's row.
- Select Save.
Notify in the rule decides who receives Push, Email and In-app:
- Everyone: every active user of the rule's account.
- Team: every user with the chosen Role.
- Users: the users you list.
- Emails: the addresses you list, by email only.
Addresses in External emails, shown for Team and Users, receive nothing. To reach outside addresses, use Emails.
Check
- Open the rule and read Notify in the Actions section.
- Check that the channel, such as Email, is on in Channels.
Fix
- Add the person or role, or switch Notify to Emails for outside addresses.
- Select Save rule.
See Alert channels, recipients and escalation.
The rule can open an incident and send nothing. The incident then shows the status suppressed, and Suppressed today in the Alert Centre counts it by reason:
- Only during these hours: outside the schedule, an incident opens without sending anything.
- Cooldown between incidents: a new incident soon after the last one sends nothing.
- Max per hour · per day: fires over the cap send nothing.
- Messages that arrive late: the default sends nothing for late messages.
Fix
- Open the rule.
- Adjust the setting the timeline names.
- Select Save rule.
See How alert rules fire and clear.
Push reaches you only if your browser allows notifications for the app and Notifications is on in your profile.
Fix
- In the browser's site settings, allow notifications for the app's address.
- In your profile, turn on Notifications. See Your profile.
A webhook call can fail because your server did not answer or refused it. An address on a private, local or loopback network fails with "webhook: destination address is not allowed".
A MAX message reaches a chat only if the bot is in that chat. Add the bot to the chat first. The rule uses the bot token you entered in Bot token · write-only, or the platform's MAX bot when that is empty.
Fix
- In the incident's timeline, point at the failed delivery to read the reason.
- Fix the cause on your server, or correct URL or Chat ID in the rule.
- On a dead webhook delivery, select Retry.
The message "Queued for another attempt" confirms it.
For an email marked sent that never arrived, see An email from the app did not arrive, or its link does not work.
A maintenance reminder notifies only through an alert rule on the Service reminder template. When you save a reminder, the app offers to set one up if none covers the unit. If someone selected Not now, no rule exists.
Check
- In Alerts > Rules, search for a rule on the Service reminder template.
- Check that it is switched on and that its Applies to includes the unit.
Fix
- Create the rule, or add the unit to it. See Get an alert when a service is due.
The Service reminder rule opens an incident when a reminder reaches the stage in its Notify from field, or a later one. The stages are First reminder, Second reminder, When due and When overdue. A rule set to When due stays silent during the first and second reminder.
The first two stages start at the reminder's First reminder and Second reminder times. If both are empty, the reminder uses the account default.
Check
- Open the rule and read Notify from.
- Open the reminder and read First reminder and Second reminder.
Fix
- In the reminder, choose the notice times you want.
- Select Update reminder.
See Maintenance reminder form and Get an alert when a service is due.
Contact support@getgps.eu with:
- The rule name, and the incident's time and unit.
- Who should have received it, and on which channel.
- The delivery states in the incident's timeline.