Elemental is taking shape in xMatters instances to bring greater clarity, control, and connection to incident management. Like the mythical beings said to embody the building blocks of the world, this release helps teams strengthen the foundations of their incident response process with clearer schedules, more flexible administration, better synchronized data, and faster workflow automation. Let’s see what’s taking shape:

• Get a clearer view of on-call coverage with improved schedule calendars that display multiple Primary and Secondary responders, partial absences, replacements, and effective responders across calendar views so teams can quickly understand who is on call and when.
• Bring incident response into Microsoft Teams with the new xMatters Incident Resolution app and expanded Microsoft Teams device management, giving users an improved in-Teams experience while helping administrators control instance access and manage Teams as a notification device directly in xMatters.
• Keep ServiceNow data aligned with scheduled Data Sync and new synchronization controls for groups, shifts, custom properties, and user supervisors, reducing manual maintenance while giving administrators more flexibility over how data is managed in xMatters.
• Build faster connected workflows with new and updated integrations for Freshservice, BMC Control-M, and Jira, including installable workflows, job management steps, and configurable Jira triggers that help teams notify responders, take action, and keep work moving across systems.

And so much more! Read on to learn more about what we've been working on...

Availability

Before you scroll down to see all the improvements included in this release, here are some important dates:

• Non-production environment access: Tuesday, June 23
• Production environment access: Tuesday, July 21 (enabled between 10:00-10:30am Pacific)

Though we aim to include as many features in each release as we can, it's possible that not everything in the release will be available at the same time. If that's the case for a specific feature, we'll include a note about availability in its write-up below. If nothing is noted, it is scheduled to be available at the production release.

Sneak peek

As a special bonus, we're also giving you some sneak peeks at features we're working on for a future release:

• New property types for incident types: Define List and Multi-List properties in incident types to capture structured, consistent incident data for affected regions, environments, or other operational attributes.
• Trigger aliases: Assign short, human-readable aliases to inbound HTTP trigger URLs so external systems can keep using the same endpoint as workflows evolve.

Incident response & service intelligence

During an incident, the right information needs to surface quickly, whether stakeholders are checking a status page or teams are tracking updates in ServiceNow. In Elemental, we’re helping organizations shape that information around the way they work with custom service sorting and grouping for status pages, plus early access to our configurable ServiceNow Incident Sync.

Status pages: service sorting and grouping 

Availability: Now in production

Status page administrators can now organize services into groupings and arrange them in a custom order. Services can be moved into or out of groupings to change the way they're displayed when viewing the status page. This allows organizations to present service health information in a way that best suits their products, business functions, or operational structure.

This also makes status pages easier to navigate as your service catalog grows. For example, a large enterprise with dozens of services can group them by product area and place the most business-critical services at the top of the page, helping employees and customers quickly find relevant status information and understand the impact of an incident.

Configurable ServiceNow Incident Sync 

Availability: Available by request

Organizations often customize ServiceNow to support their own processes, workflows, and reporting requirements, but these fixed synchronization mappings may not align with every configuration. The ServiceNow Incident Sync now includes the ability to customize how incident information is synchronized between the xMatters Incident Console and ServiceNow.

Teams can map xMatters incident information to the ServiceNow fields and values that best fit their environment instead of relying on fixed mappings for incident details such as summary, description, status, severity, and timeline updates. Teams can define their own mapping configuration, which applies to all ServiceNow incidents linked to xMatters incidents, and keep ServiceNow accurate as incidents evolve.

Interested in exploring this capability for your deployment? Contact your account team to learn more about this feature.

Automation & integrations

Automation works best when each part of the process connects clearly to the next. In Elemental, we’re introducing updates that help teams find and organize workflows more easily, extract key details from incoming emails, map values between connected systems, and keep ServiceNow data current with more flexible sync options.

Workflows list updates

The Workflows list page has been updated with a refreshed layout and new ways to organize and access workflows more efficiently. You can now 'star' the workflows you use most often and filter the list to show only starred items, creating a personalized view without affecting how workflows appear for other users.

This helps teams spend less time searching through large workflow lists while keeping the shared workflow library consistent across the organization. The list also supports sorting workflows by name, filtering by enabled or disabled status, and filtering by edit permissions. For example, a site reliability engineer who regularly works with major incident notifications, service degradation alerts, and database failover can 'star' those workflows and quickly return to them without navigating through workflows created by others.

Messaging page updates 

Organizations can now control the structure and visibility of messaging forms by manually adjusting the order of workflow groupings on the Messaging page. Users with the appropriate permissions can rearrange how groups of workflow forms appear, making it easier to prioritize the workflows people need to access most often.

For example, an administrator can move incident response workflow groups to the top of the Messaging page while placing less frequently used workflow groups lower. Once updated, the new ordering is applied globally and becomes the default view for all users accessing the Messaging page, helping responders quickly locate the correct form during an outage or critical event.

Email Initiation trigger parsing enhancement 

The Email Initiation trigger now includes built-in parsing, making it easier to extract details such as ticket numbers, application names, incident identifiers, customer IDs, or approval information from incoming email subjects or bodies. Flow developers can create outputs using start and end tokens or regular expressions, then use those values throughout the workflow, along with standard Email From, CC, and Date outputs. For example, a monitoring email with the subject 'Critical Alert - Ticket #INC123456 - Database Down' can be parsed to capture 'INC123456' from the subject line for ticket correlation, escalation, or status updates.

Map step 

Availability: Now in Early Access Program instances

When workflows pass information between systems, matching values like priorities, statuses, severities, and classifications often requires extra logic. The new Map step gives users a central place to define those translations, helping keep workflows cleaner and easier to maintain.

The Map step can handle multiple value mappings at once. Users can map ServiceNow incident priorities and states to xMatters incident severities and statuses, Datadog event priorities to xMatters alert priorities, or xMatters incident statuses to Freshservice ticket statuses. Once the step evaluates the incoming value, it returns the matching mapped value for later workflow actions.

In a ServiceNow to xMatters workflow, a ServiceNow incident with a priority of 2 - High and a state of In Progress might be converted to the matching xMatters severity and status before the incident is created or updated. This keeps data aligned across systems that use different terminology without requiring separate mapping steps for each field.

Step warning state 

Availability: Now in production

Flow Designer now supports a warning state for workflow steps, giving designers a way to show that something did not complete exactly as expected without stopping the workflow. When a step is marked with a warning, the workflow continues to the next steps, but the warning appears in the Activity Log, and the overall workflow completes with a status indicating that warnings occurred.

This provides a clearer outcome for non-critical issues that need attention but should not prevent downstream automation from continuing. For example, if a workflow creates an incident, notifies the on-call team, and then attempts to create a collaboration meeting, the meeting step can be marked with a warning if the conferencing service is unavailable. The response process continues, responders are notified without delay, and operations teams can review the Activity Log to see what needs follow-up.

Freshservice installable workflow 

Availability: Now in Early Access Program instances

The Freshservice installable workflow gives teams a ready-made way to connect Freshservice with xMatters without building a custom flow from scratch. It detects new Freshservice tickets, notifies the right on-call teams, lets responders take ownership from the xMatters notification, and updates the ticket status, assignee, and notes in Freshservice based on the response.

This helps service desk and incident response teams stay aligned with less manual setup. For example, when a production issue is reported outside business hours, the workflow can notify the on-call team, allow a responder to assign the ticket to themselves, and keep Freshservice updated from the xMatters notification.

BMC Control-M installable workflow 

Availability: Now in Early Access Program instances

The BMC Control-M installable workflow gives teams a ready-made way to connect xMatters with Control-M using the BMC trigger and job management steps. When a job does not run successfully, the workflow can notify the on-call team, include job logs for troubleshooting, and provide response options to manage the job directly from the xMatters notification. This helps teams move from detection to investigation to response without building the workflow from scratch. For example, if a Control-M job fails overnight, responders can review the logs in the notification and choose whether to rerun, stop, or hold the job based on what happened.

BMC Control-M job management steps 

Availability: Now in Early Access Program instances

Ops teams can now manage common BMC Control-M job actions directly from xMatters workflows, reducing the need to switch between systems or maintain custom scripts. The new Flow Designer steps allow users to hold a job, stop a job, rerun a job, or get a job’s logs.

These steps can be used on their own or combined with the BMC Control-M Job Status trigger to create a connected response process. When a Control-M job fails overnight, a workflow can notify the on-call team, include job details and logs for troubleshooting, and provide options to hold, stop, or rerun the job from the same workflow. By bringing job control actions into Flow Designer, teams can move from alerting to investigation to action more quickly, while keeping the response process simpler and more consistent.

Jira triggers 

Availability: Now in Early Access Program instances

This release adds two Jira triggers to Flow Designer so workflows can respond to more Jira activity as it happens. Jira Events (Work Item) receives events such as work item creation, updates, status changes, assignments, priority changes, and other field modifications.

Jira Events (Comment/Work Log) receives events when comments are added or updated, or when work is logged against an item.

The triggers also support dynamic output configuration, allowing workflow designers to select Jira work item properties and expose them as trigger outputs directly in Flow Designer. This reduces the need for custom triggers or integrations when additional Jira fields are needed in a workflow, and helps teams adapt as Jira projects and fields change.

A software operations team, for example, can configure custom Jira fields such as Service, Business Impact, and Environment as trigger outputs. When Business Impact changes to Critical, the workflow can notify the appropriate on-call team and include the relevant service and environment details. Comment and work log activity can also trigger workflows to notify stakeholders or synchronize progress with other systems.

ServiceNow Data Sync scheduling 

Availability: Now in Early Access Program instances

ServiceNow Data Sync can now run on a recurring schedule, giving administrators a simple way to keep ServiceNow data current in xMatters without manually starting each sync. In addition to running a sync manually, administrators can configure jobs to run daily, weekly, or monthly based on their organization’s needs.

For organizations that rely on ServiceNow data for alert routing, reporting, workflow automation, or operational processes, scheduled sync helps reduce administrative effort and the risk of outdated information. For example, if ServiceNow assignment groups are used to determine which teams should be notified, a daily sync can automatically import the latest user and group changes into xMatters.

ServiceNow Data Sync group enhancements 

Availability: Now in Early Access Program instances

Organizations can now tailor how ServiceNow groups are created and managed in xMatters during synchronization. The enhanced configuration gives administrators control over automatic default shift creation and management for synchronized on-call groups, including the default shift name and description. ServiceNow properties can also be mapped directly to xMatters group custom properties, reducing the need for manual updates after a sync runs.

Organizations that use ServiceNow assignment groups as the source for team information can continue syncing group membership into xMatters while keeping its existing shift structure unchanged. At the same time, properties such as 'Business Service', 'Support Tier', 'Cost Center', or 'Region' can be populated on the corresponding xMatters groups. That synchronized metadata can then support routing, escalations, reporting, and other automation use cases while administrators retain control over how on-call shifts are managed.

ServiceNow Data Sync user supervisor mapping

Availability: Now in Early Access Program instances

ServiceNow Data Sync can now populate xMatters user supervisors from a ServiceNow user property, such as a manager field. This allows organizations to keep supervisor relationships aligned with their existing reporting structures instead of relying only on static default supervisor assignments.

Administrators can also configure how supervisor updates are applied during synchronization. They can use default supervisors when the mapped ServiceNow value is missing or invalid, add standard supervisors alongside the mapped supervisor, and choose whether existing users should have supervisors overwritten, updated only when none exist, or assigned only when the user is first created.

A company that maintains employee manager information in ServiceNow can map that field to xMatters supervisors while also adding a central Operations Manager as a default supervisor. This keeps supervisor assignments aligned with ServiceNow while still supporting additional operational oversight.

ServiceNow Data Sync user role mapping

ServiceNow Data Sync can now assign xMatters roles during user synchronization based on role information maintained in ServiceNow. Administrators can map one or more ServiceNow roles to corresponding xMatters roles, and when users are synchronized, matching xMatters roles are applied automatically.

This reduces the need to manage user roles separately across systems and helps keep permissions aligned as users are onboarded or their responsibilities change. For example, if an employee’s ServiceNow role assignments are updated, the next synchronization can apply the corresponding xMatters roles so their access remains consistent across both platforms.

New Microsoft Teams app and device management 

Availability: Pending Microsoft Teams certification

The new xMatters Incident Resolution app for Microsoft Teams improves how users and administrators work with xMatters in Microsoft Teams. Administrators can control which xMatters instances users are allowed to connect to, and users can log in by selecting their instance from a list instead of manually entering a URL. The app also includes an improved interface, updated message formatting, and the ability to add notes to xMatters incidents directly from Microsoft Teams.

The app continues to support key capabilities such as searching for groups and services, viewing on-call information, inviting groups and service owners into Microsoft Teams channels, and initiating xMatters incidents from Microsoft Teams.

This release also introduces support for Microsoft Teams as a notification device in xMatters. Teams devices can now be configured and managed from the xMatters user interface, making them available for user administration, imports, and synchronization processes without requiring users to provision the device themselves from the Teams app.

On-call management & user experience

As teams grow and coverage gets more complex, it's critical to keep everyone on the same page. In Elemental, we’re making it easier to organize, find, export, and update group information using custom group properties, while giving users a clearer view of who’s on call with improved schedule views for multiple responders and partial absences.

Display, sort, and filter Groups list using custom properties 

Custom Group Properties now extend the Groups page to make it easier to work with large group inventories using business-specific metadata. Group administrators can display custom group properties as columns, show or hide columns, rearrange their order, sort by custom property values, and filter the list using one or more properties.

This turns custom group properties into a practical way to find and manage groups without opening each group record or relying on naming conventions. For example, an administrator responsible for western-region production services can filter groups by Region, Line of Business, and Environment, then sort the results by Service Owner to quickly identify the groups they need. Each user’s preferred columns, sorting, and filtering configuration can then be saved, allowing administrators to personalize the Groups page to show the information most relevant to their role without affecting other users.

Export custom group properties 

Availability: Now in production

Exporting groups to a formatted file makes it easier to share group data outside of xMatters. When a group administrator exports their groups from the Groups page, the CSV file now includes both standard group information and any custom group properties defined by the organization. Custom property columns are added to the right of the existing export columns, giving administrators a single file that includes the full set of group metadata.

Exports respect the filters applied on the Groups page and include all matching groups, not only the groups shown on the current page. For example, an administrator preparing for a quarterly governance review can filter for groups where 'Business Unit' is 'Finance' and 'Criticality' is 'High', then export the results to share with stakeholders. For multi-select properties, selected values are combined into a single field separated by a pipe (|) character, such as api|backend|frontend.

Display multiple responders 

Schedule calendars now show multiple Primary and Secondary responders in the Day, Week, Month, and List views. This gives users a clearer view of how on-call coverage is organized without opening the escalation details.

When space is limited, the calendar shows the first responder’s name followed by the remaining count (for example, 'Arnold, +2' for primary responders or 'David, +1' for secondary responders), with tooltips showing the full list. The view also reflects absences and replacements, so teams see the scheduled on-call members for each shift. This update does not change notification or escalation behavior.

Display partial absences 

Schedule calendars now show partial absences as distinct segments within a shift, making it easier to see how time off has been configured in xMatters. In the Day and Week views, dotted boundaries show where a partial absence begins or ends, and tooltips reflect the effective coverage after absences and replacements are applied. This update enhances schedule visibility in the web user interface without changing absence processing, replacement logic, or notification behavior.

xMatters API endpoints to create, fetch, and update custom group property values 

The existing /groups endpoint now supports creating, fetching, and updating custom group property values for individual groups. This allows customers to programmatically manage custom group property data using external processes or custom applications. For example, a customer syncing teams from Workday to xMatters can include custom properties such as the applications a team supports, then keep those values updated as team responsibilities change. Custom group property values captured in xMatters can also be included in reports, such as a monthly report for Major Incident Management.

Reporting & analytics

Clear reporting gives teams the details they need to answer questions, investigate activity, and share the right information when it matters. For Elemental, we’re adding new ways for users to review messages they’ve sent, while giving security, operations, and compliance teams more focused views of authentication and web service activity.

New My Sent Messages report 

The new My Sent Messages report gives users a quick way to review alerts they have initiated and open the related alert details. Users with Alert Report access can use it like any other default alert view, while users without broader Reports permissions can still select View Sent Messages to open a limited Alerts list focused only on their own sent messages.

This gives message senders self-service visibility without exposing reporting controls they should not access. For example, a service owner who sends a notification during an incident can quickly confirm what went out, review the alert status, and answer follow-up questions from responders or stakeholders without asking someone else to check the reports.

New Security Audit report 

The new Security Audit report gives security and compliance teams a clearer way to review authentication activity in xMatters. Users can see who accessed the system, when authentication occurred, whether the attempt succeeded or failed, the authentication type, the interface used, and any on-behalf-of user details.

The report replaces the existing Security Audit report in the xMatters navigation and uses the same permissions. Users can filter results by date range and user, then export the full filtered report to CSV for investigation, audit, or compliance review. For example, a security administrator investigating a suspected incident can filter the report to a specific user and time range, review the authentication details, and export the results to share with the security team.

New Web Services Audit report 

The new Web Services Audit report provides a clearer way to review SOAP and REAPI activity in xMatters. Users can see when a web service call occurred, which user made it, the method used, the return status, client time, client IP, and client OS user. Security, operations, and compliance teams can filter the report by user and date range to investigate integration or automation activity more quickly. The CSV export includes the full filtered result set, so exported data matches the report view and can be used for incident review, reporting, or audit documentation.

For example, if unexpected activity is reported from an integration account, a security administrator can filter the report to that user and time period, review the method names and source details, and export the results for follow-up.

Mobile updates

When resolvers are away from their desks, the xMatters mobile app helps keep incident response moving from wherever they are. For this release, we’re improving the mobile alert experience so users can add comments, rejoin conference calls, and open related links after responding, while making it easier to view and manage Microsoft Teams devices directly from the app.

Respond to alerts on mobile app: user experience improvements

The xMatters mobile app now gives responders more flexibility after they respond to an alert. On iOS and Android, users who remain linked to an alert can add follow-up comments, join or rejoin a conference call, or open an associated link without re-responding to the same alert.

This better supports long-running incident response work, where responders may need to add updates or rejoin a call as new information becomes available. For example, an SRE who responds with 'Assign to me' can add an initial comment, join the conference call, and later rejoin the same call or add another comment without changing their response. Responses that remove the user from the alert continue to end follow-up action support.

View and manage Microsoft Teams devices on mobile 

Availability: Pending Microsoft Teams certification

Microsoft Teams devices can now be viewed and managed in the xMatters mobile apps for iOS and Android. Users can see Teams devices alongside other notification devices, view details such as device name and User Principal Name, and add, edit, delete, or reorder Teams devices in their personal device escalation sequence.

From the mobile app, users can also configure device settings such as active status, priority level, timeframes, failsafe designation, and wait times between devices. This gives on-call responders the flexibility to adjust Microsoft Teams notification preferences while away from their desks, without needing to switch to the web interface.

Microsoft Teams devices also appear throughout the mobile experience, including Contacts, Groups, On Call Now, Rosters, Schedules, and message recipient selection workflows, helping ensure Microsoft Teams is treated consistently as a notification channel across xMatters.

Early Access Program & feature delivery update

The goal of our current delivery model is to balance feature delivery with customer change management processes. This means providing visibility into upcoming changes for customers that want it, while allowing other customers to have a more standard non-production environment that matches production.

If you aren't familiar with the current model, we release features only visible to admins/developers at a faster pace than the quarterly release process. These features should not impact end users until a customer provisions them into their workflow. Customers can opt their non-production environments into the Early Access Program to see features and functionality enhancements that impact end users before they're released on a quarterly basis. All customer non-production environments are updated four weeks prior to an official quarterly production release to allow for testing and training on new features.

We regularly reevaluate and improve our deployment processes to ensure they reflect industry best practices and customer feedback. For more information about our deployment process, see our xMatters Deployment and Early Access article. We'll update that document whenever we make a change, and let you know about the change through other appropriate channels.

Learn more

These are the main features for this release but, as always, there are several other small changes and enhancements we're delivering to keep xMatters forging ahead. As always, detailed information and instructions for using these new features will be available in our online documentation.

We hope you enjoy everything we've packed into the Elemental release, and we're looking forward to seeing you again soon for Firebird...

The information in this article is the intellectual property of xMatters, an Everbridge Company, and is intended only for use with xMatters products by xMatters customers and their employees. Further, this intellectual property is proprietary and must not be reused or resold.