Ryan Duclos
Can I configure xMatters to keep looping through a group's roster and notifying the users until the system gets a response?
1. Event Created
2. Notify User A - No response
3. Notify User B - No response
4. Notify last user in group - no response
5. Loop back to User A again.
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Hi Ryan,
xMatters is not designed out of box to repeat notify groups as you outlined above. What you can do is set up a finite notification plan and have it alert members repeatedly if necessary:
You can use nested groups to loop a few times through the members - so for example say you have Group 1 that has all your members then you create Group 2 as a kind of wrapper that has Group 1 then a delay then Group 1 again as many times as you want to try.
2. You can add a management escalation group or person at the end of the notification plan so they know it hasn't been accepted then the manager can action the event per some protocol you decide on.
3. When using our mobile app it can be configured to send for example 10 notifications a minimum of 1 minute apart for continued paging of a member that is being contacted.
4. Our voice notifications can be set to retry users via the form settings in case it gets to voicemail. You would set a finite amount of times to do this then it would stop.
In all these cases, if even one person responds to the message it can stop the whole scheme from continuing.
The approach should always be that the users need to respond to these events for the product to work, not ignore them. Finding the best way to be woken up if needed would be the preferred route, not continuing to escalate down the entire chain constantly.
If you have any questions or comments on the above please let us know!
Thanks for that response, that's exactly what I need to know.