Troubleshooting Alert Configurations

Common issues and solutions for alert configurations that aren't working as expected.

Alert Not Triggering

Check Alert Status

Problem: Alert configuration exists but never triggers

Solutions:

1. Verify Alert is Enabled

   • Go to Alert Configurations page
   • Check that the alert shows "Active" status
   • If disabled, click edit and enable it

2. Check Threshold Settings

   • Ensure threshold value is reasonable for your feedback volume
   • Verify time window is appropriate
   • Consider temporarily lowering threshold for testing

3. Review Feedback Data

   • Confirm your project is receiving feedback
   • Check if feedback matches your filters
   • Verify feedback types and categories align with alert settings

4. Check Cooldown Period

   • Alert may be in cooldown after previous trigger
   • Check "Last Triggered" timestamp
   • Wait for cooldown period to expire or adjust settings

Verify Filters

Problem: Feedback exists but doesn't match alert filters

Solutions:

1. Feedback Type Filters

   Alert Filter: "Bug" only
   Actual Feedback: Marked as "Question"
   Solution: Remove filter or update feedback classification

2. Category Filters

   Alert Filter: "Performance" category
   Actual Feedback: No category or different category
   Solution: Remove category filter or update feedback categories

3. Similarity Score

   Alert Filter: Min similarity 0.9
   Actual Clustering: Similarity 0.7
   Solution: Lower similarity threshold or remove filter

Debug Steps

1. Temporarily Remove All Filters

   • Edit alert configuration
   • Clear feedback type and category filters
   • Remove similarity score requirement
   • Test if alert triggers

2. Lower Threshold Temporarily

   • Set threshold to 1 or 2
   • Use 1-hour time window
   • Test with recent feedback

3. Check Recent Activity

   • Review feedback received in last 24 hours
   • Verify feedback is being clustered properly
   • Check cluster formation in dashboard

Missing Notifications

Email Notifications

Problem: Alert triggers but no email received

Solutions:

1. Check Spam/Junk Folder

   • Bugwise emails may be filtered
   • Add [email protected] to safe senders
   • Check email client filtering rules

2. Verify Email Addresses

   • Ensure email addresses are typed correctly
   • Check for typos in domain names
   • Test with a different email address

3. Email Delivery Issues

   • Some corporate email systems block external emails
   • Contact IT department about email filtering
   • Try using personal email for testing

4. Account Email Settings

   • Verify your account email is correct
   • Check notification preferences in account settings
   • Ensure email verification is complete

Slack Notifications

Problem: Alert triggers but no Slack message appears

Current Status: ⚠️ Slack notifications are not yet implemented

Slack notifications are currently placeholder implementations in the backend. While you can configure Slack settings in the UI, no actual notifications will be sent until this feature is fully implemented.

When implemented, common issues may include:

• Webhook URL problems
• Channel permission issues
• Slack app configuration errors

Webhook Notifications

Problem: Alert triggers but webhook not received

Current Status: ⚠️ Webhook notifications are not yet implemented

Webhook notifications are currently placeholder implementations in the backend. While you can configure webhook settings in the UI, no actual HTTP requests will be sent until this feature is fully implemented.

When implemented, common issues may include:

• URL connectivity problems
• Authentication issues
• Endpoint response errors
• SSL certificate problems

Too Many Alerts

Alert Frequency Issues

Problem: Receiving too many alert notifications

Solutions:

1. Increase Threshold

   Current: 3 feedback in 1 hour
   Suggested: 10 feedback in 6 hours
   Result: Fewer, more meaningful alerts

2. Extend Cooldown Period

   Current: 15 minutes cooldown
   Suggested: 2-4 hours cooldown
   Result: Prevents alert spam

3. Adjust Time Window

   Current: 1 hour window
   Suggested: 24 hour window
   Result: Smooths out temporary spikes

4. Add More Specific Filters

   Before: All feedback types
   After: Only "Bug" type + "Critical" category
   Result: Only relevant alerts

Filter Optimization

Problem: Alerts for irrelevant feedback

Solutions:

1. Use Feedback Type Filters

   • Filter for "Bug" only if monitoring technical issues
   • Use "Question" for support queue monitoring
   • Combine types as needed

2. Implement Category Filtering

   • Create specific categories (Performance, UI, Security)
   • Train team to categorize feedback consistently
   • Use category-specific alerts

3. Similarity Score Tuning

   • Higher scores (0.8-0.9) for very similar feedback
   • Lower scores (0.6-0.7) for broader pattern detection
   • Test different values with your data

Configuration Issues

Form Validation Errors

Problem: Cannot save alert configuration

Solutions:

1. Required Fields

   Error: "Name is required"
   Solution: Enter a descriptive alert name
   
   Error: "At least one notification channel required"
   Solution: Select email, Slack, or webhook
   
   Error: "Threshold must be between 1 and 1000"
   Solution: Enter valid threshold number

2. URL Validation

   Error: "Invalid webhook URL"
   Solution: Use complete HTTPS URL
   
   Error: "Invalid Slack webhook"
   Solution: Copy complete webhook from Slack

3. Email Format

   Error: "Invalid email address"
   Solution: Check email format ([email protected])

Plan Limitations

Problem: Features not available

Solutions:

1. Free Plan Restrictions

   Issue: Cannot create second alert
   Solution: Upgrade plan or modify existing alert
   
   Issue: Slack/Webhook options disabled
   Solution: Upgrade to paid plan

2. Upgrade Benefits

   • Unlimited alert configurations
   • All notification channels
   • Advanced filtering options
   • Priority support

Performance Issues

Slow Alert Processing

Problem: Alerts trigger with significant delay

Possible Causes:

• High feedback volume causing processing delays
• Complex similarity calculations
• System maintenance or updates

Solutions:

• Alerts typically process within 5-15 minutes
• Contact support if delays exceed 30 minutes
• Consider adjusting time windows for less time-sensitive alerts

Dashboard Loading Issues

Problem: Alert configuration page loads slowly

Solutions:

1. Browser Issues

   • Clear browser cache and cookies
   • Try different browser or incognito mode
   • Disable browser extensions temporarily

2. Network Issues

   • Check internet connection
   • Try from different network
   • Contact support if persistent

Getting Help

Self-Service Options

1. Check System Status

   • Visit status page for service updates
   • Check for maintenance announcements
   • Review recent system changes

2. Review Documentation

   • Alert Configuration Guide
   • Quick Setup Guide
   • Notification Channels

3. Test with Simple Configuration

   • Create basic email-only alert
   • Use low threshold for quick testing
   • Verify basic functionality first

Contact Support

When contacting support, include:

1. Alert Configuration Details

   • Alert name and ID
   • Threshold and time window settings
   • Notification channels configured
   • Filter settings (types, categories)

2. Problem Description

   • What you expected to happen
   • What actually happened
   • When the problem started
   • Steps you've already tried

3. Project Information

   • Project name and ID
   • Recent feedback volume
   • Any recent configuration changes

4. Error Messages

   • Exact error text
   • Screenshots if helpful
   • Browser console errors (if applicable)

Diagnostic Information

To help with troubleshooting, gather:

Alert Configuration:
- Name: [Alert Name]
- ID: [Alert ID from URL]
- Threshold: [X] in [Y] hours
- Channels: [Email/Slack/Webhook]
- Filters: [Types/Categories]
- Last Triggered: [Date/Time or Never]

Project Information:
- Project: [Project Name]
- Recent Feedback Count: [Number in last 24h]
- Feedback Types: [Bug/Question/etc.]

Expected vs Actual:
- Expected: [What should happen]
- Actual: [What is happening]
- Timeline: [When problem started]

Prevention Tips

Regular Maintenance

1. Review Alert Performance Monthly

   • Check trigger frequency
   • Adjust thresholds based on feedback volume
   • Update filters as project evolves

2. Test Notification Channels Quarterly

   • Verify email delivery
   • Test Slack webhook functionality
   • Validate webhook endpoints

3. Update Team Access

   • Add new team members to email lists
   • Update Slack channels as teams change
   • Review webhook integrations

Best Practices

1. Start Conservative

   • Higher thresholds initially
   • Longer time windows
   • Adequate cooldown periods

2. Iterate Based on Data

   • Monitor alert frequency
   • Adjust based on actual feedback patterns
   • Get team feedback on alert usefulness

3. Document Your Setup

   • Keep record of alert purposes
   • Document webhook integrations
   • Share configuration knowledge with team

Need immediate help? Contact support with your specific configuration details and error messages.