--- title: "Troubleshooting alerts that didn’t trigger" slug: "troubleshooting-alerts-that-didn-t-trigger" updated: 2026-10-15T01:32:44Z published: 2026-10-15T01:32:44Z canonical: "help.servicetitan.com/troubleshooting-alerts-that-didn-t-trigger" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting alerts that didn’t trigger ## Problem The problem is that when an alert doesn't behave as expected, it can cause issues and delays for users and their customers. Users rely on alerts to notify them about ServiceTitan updates. ## Solution To troubleshoot alerts, select one of these options: - [Clarify the type of alert that wasn't triggered](/construction/docs/troubleshooting-alerts-that-didn-t-trigger#clarify-the-type-of-alert-which-isnt-triggered) - [Review alert filters](/construction/docs/troubleshooting-alerts-that-didn-t-trigger#review-alert-filters) - [Confirm recipients](/construction/docs/troubleshooting-alerts-that-didn-t-trigger#confirm-recipients) - [Confirm if recipients have correct contact details in their user profiles](/construction/docs/troubleshooting-alerts-that-didn-t-trigger#confirm-if-recipients-have-correct-contact-details-in-their-user-profiles) ### Clarify the type of alert which isn't triggered Ask the user to clarify which alert is causing issues and ask to provide a specific example where the alert wasn't triggered as expected, for example, job number, call details, and other information. ### Review alert filters To review the alert filters: 1. Go to *Settings* > *Integrations* > *Alerts*. 2. Click **Edit**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/troubleshooting-alerts-that-didnt-trigger-image-9v1rvkl1.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A36%3A57Z&se=2026-10-31T03%3A36%3A57Z&sr=c&sp=r&sig=pEydLXiMO%2F4TaIpLHQvgN87yUrB94umShSmy%2FdaYmig%3D) 3. Check if the alert is set up with filters, such as a specific business unit, campaign, or job type, and compare the filters to the example where the alert did not trigger. 1. Check if the job has a business unit specified in the alert settings. 2. Check if the call is linked to the campaign specified in the alert settings. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/troubleshooting-alerts-that-didnt-trigger-image-9pp2ce5u.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A36%3A57Z&se=2026-10-31T03%3A36%3A57Z&sr=c&sp=r&sig=pEydLXiMO%2F4TaIpLHQvgN87yUrB94umShSmy%2FdaYmig%3D) > [!NOTE] > **Note:** Make sure that all filters in the alert settings are met so that an alert is triggered. For example, If the user has a *Completed Job* alert with a business unit specified and a tag specified, the job should be under that business unit and should have a tag in order for an alert to trigger. If there are multiple tags selected in the tags filter, both tags should be on the job so that the alert can be triggered. ### Confirm recipients If the alert example provided by the user matches all filters in the alert settings, check if the recipients are correct. A common issue is that a user has multiple profiles, for example, a Technician Profile and an employee profile, with similar names, and the wrong one is selected as the alert recipient. ### Confirm if recipients have correct contact details in their user profiles To confirm recipients' profiles if the recipients are office employees: 1. Go to *Settings* > *People* > *Employees*. If the recipients are technicians: 1. Go to *Settings* > *People* > *Technicians*. 2. Click **Edit**. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/troubleshooting-alerts-that-didnt-trigger-image-69dk5n6v.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A36%3A57Z&se=2026-10-31T03%3A36%3A57Z&sr=c&sp=r&sig=pEydLXiMO%2F4TaIpLHQvgN87yUrB94umShSmy%2FdaYmig%3D) 3. Check if they have an email address and mobile phone number in their profile. 4. Confirm there are no typos in both their email address and their mobile phone number. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/troubleshooting-alerts-that-didnt-trigger-image-uzdwq7ay.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A36%3A57Z&se=2026-10-31T03%3A36%3A57Z&sr=c&sp=r&sig=pEydLXiMO%2F4TaIpLHQvgN87yUrB94umShSmy%2FdaYmig%3D) ### Related Content - [Use alerts](/v1/docs/use-alerts) The user record for a field technician in ServiceTitan, containing schedule, skills, pay rates, certifications, and performance history. **What it does:** Centralizes all information needed to schedule, pay, and evaluate a technician from a single record. **Also called:** Tech profile, Field user record **Tags:** Core [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)