Trevor Rain-Water
Has anyone found a way to alter the user upload template to include a wait between devices for every user?
Also, do the alerts go to every device, or do they only go to the devices in order, until it is acknowledged?
Lets say someone has 4 devices assigned - desk phone, work cell, personal cell and app.
We want to introduce a wait between device#1 and device#2, so if they ack the alert on device#1, it doesnt send the alert to device#2
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Hi Trevor!
Let me be the first to interject a couple of thoughts.
First - the user upload feature was not meant to regulate the device delays, just to get the devices loaded in for a user. What this means is that after a user is in xMatters, they can go in and set up the device order and delays any way they want.
When you look at someone's devices, the order in which they appear is the order in which we will notify them. That said, if there are no delays in between devices they all get notified at the same time. You can then respond on the device of your choosing, we only expect one response for a given person in 99% of use cases.
To tie in with your example, if we have 4 devices:
Desk Phone
Work Cell
Personal Cell
App
and we notify the person ,all 4 devices will get a ring/message.
Now suppose we introduce some waits:
Desk Phone
Wait 5 minutes
Work Cell
Wait 5 minutes
Personal Cell
Wait 5 minutes
App
Now we only get the one phone call and the person has the option to take it or let it go to voicemail and wait for the next device.
The next thing for voice calls that happens is if it goes to voicemail you can tell the event whether or not to retry that device after waiting x minutes and do that y amount of times before giving up or leaving a voicemail. For app and e-mail, you only get one message sent. The app has an added feature to be noisy and re-notify after x minutes but that would be local to the app and not driven by the xMatters event.
These waits are all configurable in the user profile - I can definitely see some utility in setting that up in the user upload, it's just not possible right now.
Cheers!