Philip Colmer
We've been working on setting up an on-call rota where each shift consists of two people. While an incident will be acknowledged by the first person to do so, we don't want the second person to be unavailable for the first person to lean on for advice.
So I'm trying to see if there is a way of defining a message that would allow the first person to actually type some text and have that sent to the on-call staff so that the second person receives it and knows to get onto Slack or similar.
As far as I can tell, the initial message form is very structured and doesn't seem to have this capability but I'm wondering if I'm overlooking something?
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Hi Phillip,
You could leverage the "Respond with comment" in the xMatters app, or "Add Comment" for the email response to add your message. You would then use the "Event Comments" trigger in Flow Designer to add some steps look up your Group on-call and send them a message. Hope that helps, but let me know if you need some more information.
Best regards,
Paul
Thanks, Paul.
In the end, I realised that I just needed to provide the agents with a means of sending a fixed message to another agent in order to get them onto a chat system.
It works reasonably well but I suspect I'm pushing the platform in a direction that wasn't intended :)
Regards
Philip