The customer stopped receiving issue alerts to their email. They have not made changes to their user settings or the alert rule they were expecting an email from. Their email is not in a bounce list.

The customer is reporting that this issue started happening in October or November 2023. Upon further investigation, we discover that in their User Settings, alerts for that project or even the organization are off, but the customer claims they never did this.

This is possibly the aftermath of our AM1 Migration Plan. Some of our customers (both AM1 and AM2 but here we will focus on AM1 only) are still using transactions based alerts and we would like to move them to generic_metrics since we started to extract on-demand metrics for all their alerts. Since we are extracting metrics for their alerts, now it’s time to move the actual alerts to use those metrics. The above information is internal only.

Before this migration, in the now legacy settings, it is most likely that their alerts were supposed to be off for that project/organization. We suspect that there was a bug in the code before, which is why they were actually incorrectly receiving emails. The bug was then fixed through the internal migration, so they stopped receiving those alerts. This issue should not be repeated after the migration.