paul murphy
In pagerduty we used to
page person 1
If no response within 5 minutes
page person 2
If no response within 5 minutes
page person 1
If no response within 5 minutes
page person 2
If no response within 5 minutes
Page person 3,4,5 and 6When I try do this in xmatters it adds person 1 and person 2 into the rotation multiple times.
So they would be on call more than the others.
Is there anyway to get around this?
0
Comments
Please sign in to leave a comment.
Hi Paul,
You could create a second group with the same rotation and schedule that group to be an escalation 10 minutes later. Effectively the rotation would become:
person 1
wait 5 minutes
person 2
wait 5 minutes
second group
wait 10 minutes
person 3, 4 and 5
The second group would be set up with the same order, rotation, etc... and person 1 and person 2 have a 5 minute delay between. Persons 3, 4 and 5 should have a 9999 minute delay. This will make sure the second group won't cause a page-out as this would be handled by the original group.
The only downfall of this solution is you have 2 groups to update if a staffing change occurs, it should behave as you desire though.
Happy Tuesday!
Hi Paul,
I am curious regarding your meaning of "page" to someone. Does this mean you are sending them SMS, email, voice call, and a push message, or just one of these? Since you are re-notifying the same couple of people again, I suppose this is because you wanted to give them another chance to respond, or perhaps we've assumed they didn't receive the first message. I'd be keen to understand your model. There are more options in xMatters to approach engagement, but it really depends on what you want to accomplish.
Best regards,
Paul
Hi,
We would be ringing them.
They might have slept through the first call. We would like to try call them again.
Regards,
Paul
Hi Paul,
Thank you for clarifying. There is a nice option designed just for this purpose, which is call Voicemail Options. It is in the Handling section of the Form layout, and allows you to define the number of times to call a person back and the delay between the phone calls. It also allows you to specify what content should be left on a voice mail if any. This is the brief description from the docs:
These settings can help you protect sensitive messages from being stored in a medium that is not secure, or to give a recipient more chances to answer a call that goes to voicemail on the first attempt. The Voicemail Options settings are used to configure the handling behavior for standard phone notifications and conference calls.
You can find all the details on this page https://help.xmatters.com/ondemand/xmodwelcome/communicationplanbuilder/handlingsenderoverrides.htm#Handling
Let us know if that works to solve your needs.
Best regards,
Paul