This article explains how to fix common Visual Command Center (VCC) issues that stop alerts from sending, either from CEM Orchestration workflows or when launching incidents directly from VCC templates.
When CEM Orchestration Workflows Cannot Read Incident Templates
If a CEM Orchestration workflow cannot read an incident template and VCC Auto Alerts fail to send, use the steps below to restore normal operation.
Confirm the incident template exists and is live
- Open the CEM Orchestration workflow that is supposed to launch the incident.
- Note the incident template ID referenced in the workflow.
- In VCC, verify that an incident template with that ID exists and is live (active).
If the template is not present or not live, correct that first (for example, by recreating or activating it) so the workflow has a valid, usable template.
Check the API user used by the workflow
Each CEM Orchestration workflow uses an API user to communicate with VCC. Problems with that API user can prevent the workflow from reading templates and sending Auto Alerts.
- Identify which API user account the workflow is configured to use.
- Check whether that API user exists.
- Confirm the API user is enabled (not disabled).
- Verify the API user is provisioned in VCC.
If the API user is missing, disabled, or not provisioned in VCC, it must be recreated and properly provisioned.
Recreate and provision the API user
- Recreate the API user account that the workflow should use.
- Provision this recreated API user in VCC so it can access incident templates.
After the API user is recreated and correctly provisioned, the CEM Orchestration workflow should be able to read the incident template again, and VCC Auto Alerts will resume sending.
When Launching an Alert from a VCC Template Fails
If you receive an error when launching an alert (incident) directly from a VCC template, the template itself may be corrupted or misconfigured. Rebuilding the template from scratch has been observed to resolve template-related launch failures.
Locate the problematic template
- Go to the VCC template or incident configuration area.
- Find the template you used when the launch error occurred.
Delete the template
- Select the problematic template.
- Delete the template and confirm any prompts to remove it.
Removing the problematic template clears the configuration that was causing the launch error.
Recreate the template
- Create a new template in the same configuration area.
- Configure it with the same recipients, message content, and launch settings as the deleted template.
- Save the new template.
Launch the alert from the new template
- Use the newly created template to launch the alert (incident) again.
Launching from the rebuilt template should now succeed, resolving the earlier template-related launch error.