Troubleshoot notifications

Use this table when you expected to be contacted about an incident and were not. The incident timeline in Oppex records every contact attempt, so check it first.

Symptom	Cause	Solution
I received no call, SMS, or WhatsApp message.	Your profile has no contact number, or the number is wrong.	Set your number. See Set up how you are paged.
I receive email but no phone call.	The escalation policy does not use phone calls.	Ask the administrator who manages the policy to add Phone.
A method I expect is missing from the policy builder.	The workspace does not allow that method.	Ask a workspace administrator to allow it under Allowed Contact Methods.
Nobody was paged for an incident.	The service maps the incident's severity to not escalate, or the incident arrived outside business hours for a severity that waits.	Ask the service administrator to check the severity settings and business hours.
The incident was resolved without anyone being paged.	A maintenance window or a mute was active for the service.	Check for an active maintenance window or mute. See Mute.
A colleague was paged instead of me, although I am on call now.	The schedule changed after the incident opened. Oppex pages whoever was on call when the incident opened.	Ask your colleague to hand the incident to you. See Escalate an incident.
The call went to voicemail, and the timeline says it was answered.	A voicemail pickup may be reported as an answered call.	Acknowledge the incident in Oppex. Escalation continues on schedule until someone acknowledges.
The email has no Resolve button.	Your organization requires a root cause analysis (RCA) before resolving.	Resolve the incident in Oppex. See Resolve.
My phone stayed silent for a push notification.	Notifications or critical alerts are off for the Oppex app.	Allow notifications for the app, and turn on critical alerts in the app on iPhone.
I stopped the alarm, but the incident kept escalating.	Stop Alarm silences your phone and does not acknowledge.	Tap Acknowledge in the app.

Related articles

• Receiving an incident
• Set up how you are paged
• Phone call alerts

FAQ

Where can I see whether Oppex tried to contact me?

Open the incident. The timeline records each contact attempt and each call outcome.

Why was I contacted twice for the same incident?

The escalation policy has reminders, or it loops back to the first level after the last one. Acknowledge the incident to stop further contact.

Does Oppex limit how many alerts it sends me?

No. Oppex sends every alert the escalation policy calls for. Acknowledge the incident to stop them.