Email Integration Testing and Troubleshooting
- 17 Jul 2023
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Email Integration Testing and Troubleshooting
- Updated on 17 Jul 2023
- 2 Minutes to read
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The InboundIntegrations_GlobalAccess entitlement is necessary for creation, update, and deletion of inbound e-mail, API, and chat integration templates in the environment. The user roles that have access to this entitlement include Owner, App Admin, and Integrations Admin.
Testing
Once your email integration is configured, you can test the integration's functionality by sending the following emails to the integration email address.
Send a Test Email
Using this template, send this email to open an alert in AlertOps.
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Send an Email to Close the Alert
Send this test email to close the alert.
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Troubleshooting
Once you have sent the test emails, we can view the inbound log to see if the signal has come through correctly.
Inbound Log
Use the Inbound Log to view all incoming alerts. This can be found at the bottom of the Integrations page.
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- Id– Identifier for each alert
- Key Mapping Fields – Source, Source Name and Source Identifier show the data that was used in the message for mapping purposes.
- Integration– the integration to which the message was matched.
- Mapping – Mapped, Mapping Failed, Mapped Ignored, Pending, Processing, Mapped Appended
- Alert ID – link to the AlertOps alert detail.
| Mapping Status | Descriptions |
| Mapped Ignored | A new alert with a close status was received and there are no matching open alerts to be closed (possibly a user manually closed the alert, and the monitoring system detected the close and sent a new close alert), or an alert was received without a valid status value. |
| Pending | Awaiting processing. This is a temporary state that can last up to one minute. |
| Mapped | Successfully processed. This will occur for both new alerts when they are opened and existing alerts when they are closed. |
| Processing | Currently processing. This is a temporary state that will appear only for a second. |
| Mapped Appended | This can mean that a duplicate alert was received, such as receiving another Open status alert for an alert that is already open. |
| Mapping Failed | Unable to match the message to an Integration. |
Common Problems
Problem: The message is not found in the Inbound Messages table.
Solution: Check to see if you have sent the email to the correct email address.
Problem: The message can be found in Inbound Messages, but the status is Mapping Failed.
Solution: Check that the Source Name data matches the Source Name in the Mapping Field.
Problem: The Status is Mapped but you did not receive any notifications.
Solution 1: Check that the Source Identifier data matches the Source Identifier in the Mapping Field.
Solution 2: Verify that the notifications were sent out by AlertOps. Click the AlertID link on the right to view the alert details. View the members that were notified to confirm. Click the first message in the Messages List to view the Notification Delivery details.
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