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In practically every case the cause is the same: the originating tool is not sending the recovery event. Each tool has its own switch for this, and it is usually off by default or forgotten during setup.

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1. Check your tool’s switch

These failures are silent. The tool simply sends nothing, and aciona.me has no way of knowing it should have received something. The symptom is always the same: incidents that open normally and never close.

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2. Is the correlation identifier stable?

Even when the recovery is sent, it only closes the right incident if the identifier is the same as the trigger’s:
The template must emit $ALERT_CYCLE_KEY. The event identifier ($ID) changes per event and never matches trigger to recovery.
Use issueId. Event or violation identifiers vary within the same issue.
The fingerprint is derived from the labels. If labels change between triggers (for example by including a timestamp), each send becomes a different alert.

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3. Was the incident already resolved or closed?

A recovery arriving for an already resolved or closed incident is ignored — it does not reopen or modify anything. If someone resolved it manually first, that is expected behavior.

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4. The New Relic special case

triggerEvent = INCIDENT_CLOSED does not resolve the incident. In the Issues model, an issue can contain several sub-events, and closing one of them does not mean the issue is over. What resolves it is state = CLOSED.

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How to validate after fixing

1

Fire the alert

Force the condition in the tool and confirm the incident is created.
2

Force the recovery

Bring the condition back to normal, or use the tool’s force-state feature.
3

Confirm resolution

The incident should move to resolved, with the auto-resolution event on the timeline.

Correlation reference