Question
I have users with Untested devices on their profile. How can those users Test their devices, and what happens if they don't?
Environment
All versions of xMatters
Answer
When a new device is added to a user's profile, it's listed as Untested by default. If devices aren't tested, you don't have confirmation the device is able to receive xMatters notifications. All device tests require user input to verify they're configured successfully and able to receive notifications from xMatters.
To send a test message:
Next to the device in the user's profile, click Untested.
From the drop-down menu, select Send test message.
When the message is received, respond from the device to verify it within 2 minutes, or the device status may revert to Not Tested.
Once the validation has been made, the device should be listed as Tested. You can also manually mark a device as tested without sending a test message by using the dropdown menu in the Devices section.
What happens if devices remain untested or improperly configured:
Users may not receive critical alerts and notifications
Communication during incidents could be compromised
Important: A successful device test confirms that xMatters was able to reach the device and receive a response at the time of the test. It does not guarantee that all future notifications (including voice calls) will always succeed. Future deliveries can still fail because of transient conditions, such as the device going offline or becoming unregistered, being busy, Do Not Disturb (DND) being enabled, or temporary network or carrier routing or congestion issues at the time of the call.
If you have any problems with testing devices, contact Support.
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