paul murphy
Previously we were using pagerduty.
When we were paged we would acknowledge it, if after 1 hour the page is still active and has not be resolved it would ring them again. They could snooze it for a few hours and after this few hours it would ring them again if it was still active.
Is this behaviour supported in xmatters?
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Hi Paul,
We don't have a "snooze" notification option. Generally the reason why we would be alerting is for critical issues which generally requires immediate response. Perhaps this comes down to a usage difference? If an issue is not important enough to answer on the first try it may be better treated via a different venue. Most of our use cases rely on escalations in the case the first responder can't take care of it. Would they need to escalate to themselves? Should it just escalate in 1 hour to a group so someone can take ownership of the issue? In some cases we have people that just add a second device to their user profile to try the same number/e-mail after x minutes and that could be one way to address the issue.
Between leveraging person/group escalations you can also rely on device escalations to notify the same person multiple times.
Let me know if this helps give you some ideas on how to approach this.