Step 2: Check Whether Action Execution Is Disabled  

a. Action Disabled Individually  

• Navigate to View Actions.

• Check the Running Always column.

• If an ‘X’ mark is displayed, the action is disabled and will not execute.

b. Action Execution Disabled at the Global Level  

• Go to Settings → Action/Alarm Settings.

• Verify that “Enable Action when alarms are generated” is enabled.

• If this option is disabled, no actions will execute for any alerts.

c. Action Disabled for a Monitor or Monitor Group  

• Go to the Monitor Group View.

• Check whether the bell icon is grayed out.

• A grayed-out bell indicates that actions are disabled for that monitor or monitor group.

d. Business Hour Restrictions  

• Check whether Business Hours are configured for the action.

• If Business Hours are enabled, actions will only execute during the defined time window.

• Confirm that the alert occurred within the configured Business Hours.

Step 3: Perform a Test Action

Step 4: Analyze Action Logs

If the configuration is correct, verify if the system attempted to trigger the action by inspecting the logs.

A. Actions Audit Log

For Email or SMS actions, navigate to the Actions Audit Log within the UI to see if the execution was recorded.

B. Manual Log Inspection

If the Action Audit logs are inconclusive, check the log files:

• File Path: root/logs/actions/actions.txt

• Search String: Look for the specific Entity or ActionID during the time of the event. A successful trigger call will look like this:

AMActionExecuter : FAULT --> TRIGGERING ACTION ---> ACTIONID : 10000003 ACTION NAME : EMail 1 Of TYPE : 1 for Entity:10000285_401





Step 5: Verification of Success vs. Delivery

If the logs show TRIGGERING ACTION followed by a success message, the AppManager has executed the action correctly.

• If the user still hasn't received the notification, the issue likely resides with the Internal Mail Server (SMTP) or SMS Gateway.

• Advise the customer to coordinate with their internal IT/Network team.

Information to Collect for Developer Analysis

If the issue still persists, collect the following details and share them with the development team:

1. Alarm history of the affected attribute or monitor

2. Action association page screenshot

   • For Email actions, collect the screenshot from the Probe Server

3. Action Edit page screenshot

   • For Email or SMS actions, include the SMTP or SMS gateway configuration page

4. Test Action execution screenshot from the Action Details page

5. Actions Audit Log (mandatory for Email/SMS actions)

6. Enable “Print all Logs”, perform at least one polling cycle, and collect the latest logs after polling completes