How responses and response actions work


When a user responds to a notification, the event log includes a message detailing their response and an associated action. What is the action, and how does it work with the response that's selected?


We cover responses and response actions extensively in our online documentation, but here's a quick rundown:

  • Every response has a name and associated action which are configured by the form designer. When you install a built-in workflow, it includes pre-configured responses with meaningful names and actions – in some circumstances these can be changed, but they should usually be left as-is. Custom workflows have full flexibility of the name and action of each response.
  • Response actions let you control the effect the response choice has on the event in xMatters. They include:
         1. Record Response
         2. Stop Notifying User
         3. Stop Notifying Target
         4. Escalate
         5. Assign to User
         6. End
    For example, when a workflow needs to assign a ticket or incident to a user, the 'Assign to User' response action is the most appropriate. If the purpose of your notification is to alert a team or larger audience with a simple message, then you'll likely want to use 'Stop Notifying User', 'Stop Notifying Target', 'Escalate', or 'End'. For a detailed description of what each of these actions do, see Configure response actions.
  • If you've configured the Recipients section of your form to "Count Responses" (typically used when you want to meet a certain quota from different groups or people on a conference bridge), then the response actions will be limited to either 'Add to Count' or 'Do Not Add to Count'. For more information on configuring response quotas, see Configure response counts.

Additional resources

Define response options - how to add and customize responses to your notifications

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