Microsoft SCOM notification data not being sent to xMatters

Question

I've noticed that there are times when notification data isn't being sent to xMatters from my Microsoft SCOM integration. Is there a way to ensure that xMatters will always receive this data?

Environment

All versions of xMatters with a Microsoft SCOM integration using the Integration Agent or xMatters Agent

Answer

This intermittent problem is caused by null or missing values in the notification data that is sent to the xMatters integration via the Microsoft SCOM Notification Channel.  A null or missing item of data can prevent the integration from processing the notification data and relaying it to xMatters.  This problem is especially likely if the Notification Channel is configured with custom parameters that are not specified in the integration documentation.

Recommended solution

To prevent this problem from occurring, you can add “Default” values to parameters in the Microsoft SCOM notification channel.  If SCOM provides a null or empty value when populating the Notification Channel, and a Default has been configured for that value, then the parameter will be populated with the specified Default value.

Example

NOTE: the example shown here is based on the Integration Agent-based MS SCOM integration, because that is the version of the integration in which the problem was reported.  If needed, this example can also be applied to the newer integration, which uses the xMatters Agent.

The Command Line Parameters shown in section 2.2.1 of the SCOM 2012 Integration documentation are:

Assuming MS SCOM sometimes provides a null or empty value for the "$Data/Recipients/To/Address/Address$" parameter, we can designate a default value of “not specified” by updating the parameter as follows:

This will cause the value “not specified” to be sent in place of the recipient address in the notification data that is sent to xMatters.

Additional information

Microsoft reference: https://learn.microsoft.com/en-us/system-center/scom/manage-notificiations-customize-message?view=sc-om-2025