> ## Documentation Index
> Fetch the complete documentation index at: https://docs.aciona.me/llms.txt
> Use this file to discover all available pages before exploring further.

# The incident did not auto-resolve

> The problem cleared in the originating tool, but the incident is still open.

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.

## 1. Check your tool's switch

| Tool                        | What must be configured                                                                  |
| --------------------------- | ---------------------------------------------------------------------------------------- |
| **Prometheus Alertmanager** | `send_resolved: true` in the receiver's `webhook_configs`                                |
| **Grafana Alerting**        | "Disable resolved message" **off**, on the contact point **and** the notification policy |
| **Datadog**                 | `@webhook-<name>` **outside** `is_alert` blocks, so it fires on every transition         |
| **New Relic**               | `Closed` checked under "Notify when" in the Workflow                                     |
| **Zabbix**                  | Action firing on **PROBLEM and RECOVERY**, with no condition limiting it to PROBLEM      |
| **AWS CloudWatch**          | The alarm's `OKActions` pointing at the SNS topic                                        |
| **Generic webhook**         | No auto-resolution — resolve from the dashboard                                          |

<Warning>
  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.
</Warning>

## 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:

| Tool       | Identifier                                |
| ---------- | ----------------------------------------- |
| Prometheus | `fingerprint`                             |
| Grafana    | `fingerprint` (with rule-based fallbacks) |
| Datadog    | `alert_cycle_key`                         |
| New Relic  | `issueId`                                 |
| Zabbix     | `triggerId`                               |
| CloudWatch | `alarmArn`                                |

<AccordionGroup>
  <Accordion title="Datadog using event_id" icon="copy">
    The template must emit `$ALERT_CYCLE_KEY`. The event identifier (`$ID`) changes per event and never matches trigger to recovery.
  </Accordion>

  <Accordion title="New Relic using an event identifier" icon="copy">
    Use `issueId`. Event or violation identifiers vary within the same issue.
  </Accordion>

  <Accordion title="Prometheus with unstable labels" icon="tags">
    The `fingerprint` is derived from the labels. If labels change between triggers (for example by including a timestamp), each send becomes a different alert.
  </Accordion>
</AccordionGroup>

## 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.

## 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`.

## How to validate after fixing

<Steps>
  <Step title="Fire the alert">
    Force the condition in the tool and confirm the incident is created.
  </Step>

  <Step title="Force the recovery">
    Bring the condition back to normal, or use the tool's force-state feature.
  </Step>

  <Step title="Confirm resolution">
    The incident should move to `resolved`, with the auto-resolution event on the timeline.
  </Step>
</Steps>

<Card title="Correlation reference" icon="list" horizontal href="/en/reference/correlation-and-auto-resolution" />