Why a text was not sent when an error shows on the monitor?

Products

• CA App Synthetic Monitor
• DX Application Performance Management

Issue/Introduction

Last night, all of our monitors were in an error state.  But only emails were sent out about the errors.

The on-call person did not get a text message.

When testing just the on-call contact we are getting texts but not even an error appears.

Environment

Release : 10.5

Component : CA APP SYNTHETIC MONITOR (WATCHMOUSE)

Resolution

Our SaaS Ops team discovered that SMS delivery failed for other numbers between 2020-10-06 09:05:43 to 2020-10-06 09:36:32 which is Prague time. Please convert that to EDT time (which is what your master account is set to) coincides with the exact times you did not receive the texts.

On inquiring with the provider, they confirmed that they had a Network issue around the same time.