ServiceNow: tickets are generating xMatters alerts to blank groups

Question 

We've set up the ServiceNow 5.5 integration in our Production xMatters environment and given one group the x_xma_xmatters.xmatters role. However, whenever a ticket is generated, alerts are always sent to xMatters (whether the group has the x_xma_xmatters.xmatters role or not). How can we prevent this?

Environment

  • All versions of xMatters
  • ServiceNow

Answer

If you selected the Send to Synced Recipients Only check box, sometimes the request will still be sent if there are no recipients. To resolve this, in ServiceNow, navigate to Advanced System Properties under Integration – xMatters and click the check box next to Suppress Events with Empty Recipients. This should result in alerts only being sent to xMatters if there is at least one valid recipient.

 

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