Overview
Alerts generated by Business Applications monitoring rules can fail to reach recipients for a handful of well-understood reasons: usually a broken link in the escalation policy, an invalid notification channel, or unreachable contact details. This article identifies the most common causes and how to fix them. Alert delivery depends on a correctly configured escalation policy, a valid notification channel, and recipient contact details that Turbo360 can reach.
Business value
Alert delivery failures silently break your incident response chain. Resolving them ensures that monitoring rules translate into actionable notifications, so on-call teams receive alerts when resources enter a failed state.
How it works
When a monitoring rule condition is met, Turbo360 creates an alert and routes it through the escalation policy attached to that rule. The escalation policy defines recipients and the notification channels (email, Microsoft Teams, or webhook) through which alerts are sent. If any link in this chain is broken, the alert is generated internally but not delivered.
Alert history in Business Applications records every alert, including those with delivery failures, allowing you to identify undelivered notifications after the fact.
Troubleshooting
-
Alert appears in alert history but no email was received
Cause: The recipient email address in the escalation policy is incorrect, the email is being filtered to spam, or the Turbo360 notification sender domain is blocked by the recipient's mail server.
Fix: Navigate to Monitoring > Settings in a Business Application and verify the recipient email address. Ask the recipient to check their spam or junk folder. If the domain is blocked, work with the recipient's IT team to allowlist the Turbo360 notification sender address. -
Microsoft Teams notification is not appearing in the configured channel
Cause: The Teams webhook URL configured in the escalation policy is invalid, expired, or the Teams channel no longer exists.
Fix: In Microsoft Teams, regenerate the incoming webhook URL for the target channel and update the escalation policy with the new URL. Trigger a test alert to confirm delivery. -
Escalation policy is attached to a rule but no alerts are being escalated
Cause: The alert condition is being met but the escalation policy has no recipients or channels configured, or the policy is set to a notification delay that has not yet elapsed.
Fix: Open the escalation policy and confirm at least one recipient and one active notification channel are configured. Check whether a notification delay is set and reduce it if alerts are time-sensitive. -
Alerts are delivered for the first occurrence but not for subsequent occurrences
Cause: The escalation policy is configured to send notifications only on the first alert occurrence within a suppression window, preventing repeat notifications for the same condition.
Fix: Review the notification frequency settings in the escalation policy. If repeat notifications are required, reduce the suppression window or configure a recurring notification interval. -
Alert incidents are created but the assigned user is not notified
Cause: The user assigned to the alert incident does not have a valid email address in Turbo360, or the notification for incident assignment is disabled.
Fix: Verify the user's profile has a valid email address in the Turbo360 platform. Confirm that incident assignment notifications are enabled in the escalation policy or notification settings. Re-assign the incident to trigger a fresh notification.