Escalation notifications are being sent to the wrong user

Question

During a shift rotation, the system sent an escalation to the wrong on-call user; how can we troubleshoot this?

Environment

All versions of xMatters

Answer

The easiest way to find out why a user was notified is by using the Historical On Call report to determine the following:

  • Which users or groups were on call 
  • Any changes that were made to groups
  • The set escalation path for groups (including the time delay between group members and the escalation order)

As the report entries are generated at runtime, this allows you to see who was notified, and why they received the notification.

 

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