There are a number of issues which may occur with Highlight Alerting. This page reviews the more common symptoms and potential causes.
Assuming there is no issue with the receiving email system or trap receiver, check the following to determine why no alert was received.
- also check if the issue occurred out of normal business hours. An action with the Alert period set to "During business hours only" would not generate an email, neither at the start of the issue nor at the start of business hours. Alerts are not cached. To correct this for future issues the Alert period needs to be set to "Any time of day."
- Highlight does not alert immediately if a bad sample is received. It uses a sensitivity measure which is visible for those with the Highlight permission "Manage folders/locations". You can check the number of samples required before Highlight reacts to an outage by referring to the Status Alerting page.
For link health issues, the processed samples can be extracted from the Details page in "day" view by clicking on the download button. From this file you can, for example, compare the number of consecutive samples without traffic with the sensitivity stability setting, and so determine if Highlight would have reacted.
In the following example there were 4 samples without traffic but the sensitivity threshold is 5 so no alert would have been generated.
If an alert is received for a watch in green state, the likelihood is that one of the Highlight pollers no longer has access to the device. This results in the Highlight system getting mixed messages about whether the device is up or down.