Acknowledgement Notification not sent when ack during SOFT state of a Service

Dear Community,

The acknowledgement Notifications are only sent when I ack the service after it enters to Hard State (after reaching check_attempts ). When I try to acknowledge it during its SOFT state, notification is simply not sent ( despite selecting “Send Notification” check box). I am not sure If I have configured the notifications incorrectly or it is working as designed.

Could you please help ?

case - NOTIFICATION NOT SENT - when ack service during SOFT state

Here is the log excerpt. Please notice the line “Not sending acknowledgement notification.”

[2019-11-18 14:13:51 +0100] debug/Checkable: Checkable 'q-icinga-monitoring.local.com!check-http-url' has 1 notification(s).
[2019-11-18 14:13:51 +0100] notice/Notification: Attempting to send  notifications for notification object 'q-icinga-monitoring.local.com!check-http-url!EMAIL ALL About LINUX Service Alarms - 24 x 7'.
[2019-11-18 14:13:51 +0100] debug/Notification: Type 'Acknowledgement', TypeFilter: Acknowledgement, Custom, Problem and Recovery (FType=16, TypeFilter=120)
[2019-11-18 14:13:51 +0100] debug/Notification: User notification, Type 'Acknowledgement', TypeFilter: Acknowledgement, Custom, Problem and Recovery (FType=16, TypeFilter=120)
[2019-11-18 14:13:51 +0100] debug/Notification: User notification, State 'Critical', StateFilter: Critical, OK and Unknown (FState=4, StateFilter=13)
[2019-11-18 14:13:51 +0100] notice/Notification: We did not notify user 'vish-email' (Problem types enabled) for a problem before. Not sending acknowledgement notification.
[2019-11-18 14:13:51 +0100] debug/DbEvents: add notification history for 'q-icinga-monitoring.local.com!check-http-url'
[2019-11-18 14:13:51 +0100] debug/DbEvents: add acknowledgement for 'q-icinga-monitoring.local.com!check-http-url'
[2019-11-18 14:13:51 +0100] debug/DbEvents: add acknowledgement history for 'q-icinga-monitoring.local.com!check-http-url'
[2019-11-18 14:13:51 +0100] notice/ApiListener: Relaying 'config::UpdateObject' message
[2019-11-18 14:13:51 +0100] notice/ApiListener: Relaying 'event::SendNotifications' message
[2019-11-18 14:13:51 +0100] notice/ApiListener: Relaying 'event::SetForceNextNotification' message
[2019-11-18 14:13:51 +0100] notice/ApiListener: Relaying 'event::NotificationSentToAllUsers' message
[2019-11-18 14:13:51 +0100] notice/ApiListener: Relaying 'event::SetAcknowledgement' message

case - NOTIFICATION SENT - when ack service during HARD state

Here is the log excerpt. Please notice the line " Sending ‘Acknowledgement’ notification."

[2019-11-18 14:29:38 +0100] information/Checkable: Checking for configured notifications for object 'q-icinga-monitoring.local.com!check-http-url'
[2019-11-18 14:29:38 +0100] debug/Checkable: Checkable 'q-icinga-monitoring.local.com!check-http-url' has 1 notification(s).
[2019-11-18 14:29:38 +0100] notice/Notification: Attempting to send  notifications for notification object 'q-icinga-monitoring.local.com!check-http-url!EMAIL ALL About LINUX Service Alarms - 24 x 7'.
[2019-11-18 14:29:38 +0100] notice/ApiListener: Relaying 'event::SetForceNextNotification' message
[2019-11-18 14:29:38 +0100] debug/Notification: Type 'Acknowledgement', TypeFilter: Acknowledgement, Custom, Problem and Recovery (FType=16, TypeFilter=120)
[2019-11-18 14:29:38 +0100] debug/Notification: User notification, Type 'Acknowledgement', TypeFilter: Acknowledgement, Custom, Problem and Recovery (FType=16, TypeFilter=120)
[2019-11-18 14:29:38 +0100] debug/Notification: User notification, State 'Critical', StateFilter: Critical, OK and Unknown (FState=4, StateFilter=13)
[2019-11-18 14:29:38 +0100] information/Notification: Sending 'Acknowledgement' notification 'q-icinga-monitoring.local.com!check-http-url!EMAIL ALL About LINUX Service Alarms - 24 x 7' for user 'vish-email'
[2019-11-18 14:29:38 +0100] debug/DbEvents: add notification history for 'q-icinga-monitoring.local.com!check-http-url'
[2019-11-18 14:29:38 +0100] debug/DbEvents: add contact notification history for service 'q-icinga-monitoring.local.com!check-http-url' and user 'vish-email'.
[2019-11-18 14:29:38 +0100] debug/DbEvents: add acknowledgement for 'q-icinga-monitoring.local.com!check-http-url'
[2019-11-18 14:29:38 +0100] notice/ApiListener: Relaying 'event::NotificationSentToAllUsers' message
[2019-11-18 14:29:38 +0100] debug/DbEvents: add acknowledgement history for 'q-icinga-monitoring.local.com!check-http-url'
[2019-11-18 14:29:38 +0100] notice/ApiListener: Relaying 'event::SetAcknowledgement' message
[2019-11-18 14:29:38 +0100] information/HttpServerConnection: HTTP client disconnected (from [127.0.0.1]:37084)
[2019-11-18 14:29:38 +0100] notice/Process: Running command '/etc/icinga2/scripts/mail-service-notification-osh1-custom.sh' '-4' '' '-6' '' '-b' 'vish' '-c' 'Testing ack notification at HARD state' '-d' '2019-11-18 14:29:38 +0100' '-e' 'check-http-url' '-l' 'q-icinga-monitoring.local.com' '-n' 'q-icinga-monitoring.local.com' '-o' 'String server running not found! ' '-r' 'vish@test.com' '-s' 'CRITICAL' '-t' 'ACKNOWLEDGEMENT' '-u' 'check-http-url' '-z' 'OTHERS_SL4_q-icinga-monitoring_check-http-url_Prio-C': PID 77813
[2019-11-18 14:29:38 +0100] debug/DbEvents: add log entry history for 'q-icinga-monitoring.local.com!check-http-url'
[2019-11-18 14:29:38 +0100] information/Notification: Completed sending 'Acknowledgement' notification 'q-icinga-monitoring.local.com!check-http-url!EMAIL ALL About LINUX Service Alarms - 24 x 7' for checkable 'q-icinga-monitoring.local.com!check-http-url' and user 'vish-email'.
[2019-11-18 14:29:38 +0100] notice/WorkQueue: Stopped WorkQueue threads for 'HttpServerConnection'
[2019-11-18 14:29:38 +0100] notice/ApiListener: Relaying 'event::NotificationSentUser' message