Ihsaan Ibnali
We are migrating from PagerDuty to xMatters and one feature we found incredibly useful in PagerDuty is the ability to set an Acknowledge Time Out on alerts.
Meaning, if an alert is acknowledged by someone it will only stay in that "Acknowledged" state for a specified period of time and then re-notify that person if the time-out is reached.
This ensures team members do not acknowledge an alert and forget about it.
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Hey Ihsaan,
Thanks for the feedback, I'll send this to our Product team.
Cheers
Hi Ihsaan,
To add to Mario's response, if I understand your description correctly, you don't want other users to be able to "Acknowledge" an alert that has already been Acknowledged. It all depends on how the you want the rest of the event to proceed.
Essentially, you can configure your Response Options' and their "Response Actions" (https://help.xmatters.com/ondemand/xmodwelcome/communicationplanbuilder/formdetailsresponsesresponseactions.htm) to one of the values described on that page. Each one will provide a different result, but I think the "Assign to User" or "End" actions are the ones that may appeal to you.
If users try to respond to an event when it has already received a response, it will not be accepted. The "Assign to User" action will keep the event going where the "End" action will terminate the event, however, you can also modify the event duration as well in the form's handling section either by default or on the fly before triggering an event.
https://help.xmatters.com/ondemand/xmodwelcome/communicationplanbuilder/optionshandlingdefaults.htm
https://help.xmatters.com/ondemand/xmodwelcome/communicationplanbuilder/optionshandlingdefaults.htm
Best Regards,
No that is not what I am asking for.
We need functionality in xMatters that prevents a person from forgetting about an alert after they have "Acknowledged" it and it is assigned to them.
I am asking for a feature that will remind or re-notify the user "x" amount of time after it is assigned to them to ensure they do not forget about it. If they take no action on this after "x" amount of time, the alert should escalate to the next in line.
This ensure that someone actions the alert, and it does not sit there assigned to the user forever and never actioned.
Hi Ihsaan,
Thank you for clarifying the requirements of the functionality you are looking for. It looks like we have PM-6551 (currently being reviewed) logged for the very same functionality that you are asking about. The verbiage we have in the Enhancement Request is as follows:
The ability for an event to be "snoozed" for a period of time after a user has Acknowledged (responded). Once that period expires, the user is notified again about the event.
If you have any follow-up questions or more to add to that request, please let us know and we will get back to you asap.
Cheers!