Hi there,
Apologies in advance if I do not use the right xMatters terminology, I'm new to the product.
Looking for options for improving a process locally in my organisation, and would be great to hear from the experts here!
We have 60+ xMatters groups setup with rotas that provide the standard BAU & out-of-hours support, however periodically we have a required to set up virtual ops events. These events are essentially a collection of all groups being represented without an incident, bringing in 1 person from each group for a defined period of time for eyes on glass monitoring.
The issue we have is that these volunteers are not the first people on the on-call rota. So at the moment, we are having to manually collect information about the contacts supporting the event so we no who to expect or who to call if they are running late etc.
I was looking for an option that would allow us to somehow tag contacts within their existing group and report on the details, and putting the ownership on to the group manager to provide/update with a way internally in the product or through a report to extract the details we need.
Hope that makes sense, thank you all in advance
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Hi Dan,
My thought here would be to add a user property we could leverage for a dynamic team and the concept would be something like this:
> In a user's profile we could add a custom field (say a checkbox) for this virtual ops event and if the box is checked, the user would automatically be part of a dynamic team that would engage when selected as the recipient of an event.
> You would then also create a dynamic team which would have as its criteria this new property (the checkbox mentioned above) as part of the setup.
> Now any notification you send via xMatters that has this dynamic team would in real time look up any users that match this criteria and include them in a notification.
> The manager of each group would then be responsible to "tag" one of their members as part of this op. This step would unfortunately be manual or pushed by a sync if you have that set up for your organization.
This would be the most straightforward way I can think of to meet the requirement and by as dynamic as possible. You would then send the same message during these ops (or at least to the same group) which should simplify the process itself.
If any of this is unclear please let us know.
Happy Thursday!