Tests work, but not getting call/text for real incidents, don't understand why

Question

This is as simple as it gets, free plan for now, 1 user, I’m always on-call, if I trigger an sms or call test it works as intended to my mobile phone.

but I have integration setup with Expel (3rd party SOC), I can see their test alerts arrive in PagerDuty, it shows that it’s assigned to me, status is triggered

and I get no calls/text

What am I missing? surely it’s something simple I haven’t stumbled on. I have not setup a schedule yet, I figured it isn’t needed if I am on-call 24/7 and that is configured (I just noticed the “complete onboarding” is suggesting that I do that.., but again, the current event is triggered and assigned to me so I don’t think a schedule is needed).

Thank you!

Martin

maria_yarotska · Answer

Hey there, welcome to the community!If you are the only person assigned to the incident, and it's currently showing as 'Triggered', you do not need a schedule to receive notifications.Since your manual tests work perfectly, the issue usually comes down to one of two settings:Service Notification Urgency: Check the Expel Integration Service settings (Services –>Service Directory –> select your service –> Settings tab). Make sureit isn't set to 'Low-urgency' becausethoseusually only send an email or push notification. You can change it to 'High-urgency, escalate as needed' – here's how.Low vs. High Urgency Notification Rules: Go to your User Profile –> Notification Rules tab. Check if you have your phone number and SMS rules listed under the Low-Urgency section if Expel is sending low-priority alerts, or make sure they match the timeline under High-Urgency. You can review rule management in the Configure Your User Profile Documentation.Please let me know if any of this helps.Maria

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