Allow adding additional recipients to an event after initiated

Not Yet Reviewed

Enhancement Request: Allow adding additional recipients to an event after initiated.

Use-case problem statement: When using xMatters for BCM it's very common to quickly launch an event during an emergency to a targeted group of users, then contact the regional ER Team coordinators to begin to learn who else may be impacted by the event, for example visitors to a site or broadening of the scope of the event. Those additional impacted users tend to trickle in over time.

At the moment xM requires duplicating and sending new events over time to cover additional impacted recipients. This causes additional work and more complexity to report on responses etc. 

Ideally, xMatters should allow adding additional recipients to an event after initiated.

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  • Hi Jens,

    Thank you for the feedback and laying out a use case to explain it. I think this is a great idea, we'll create a product enhancement for this. 

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  • Thanks Jens,

     

    We've created PM-6019 in response to this request so we can look into it further for you. Should you have any follow-up questions please feel free to post them here!

    As a helpful reference here's what typically happens next:

    https://support.xmatters.com/hc/en-us/articles/360004602892-Product-Enhancements-Post-Submission

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  • We are also very interested in this type of functionality.  Being able to add more notifications to an existing event is something that would be very helpful.  

     

    Is there an update of when we can expect this?

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  • We're also interested in very useful feature, for exactly the same reason as originally posted, or even in the simple human error case that the sender remembers (too late) that they forgot to add a recipient. 

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  • This would be a great enhancement for all the same reasons mentioned by others. Any ETA on this PM-6019?

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  • We are also interested in this feature. 

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  • FYI, we are now setting up a second instance of xMatters for another part of the business with a very different use cases - and this enhancement would be just as useful (perhaps more) for it.

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  • We at Valley Bank would like this feature too.

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  • So happy to see this! Looks really promising.

    One thing - is the term "resolver" limiting? "Recipients" is more generic and could describe managers or stakeholders who need to be alerted as part of a later escalation, even though they aren't directly involved. For example if initial triage was of an application failure but was determined to be a larger infrastructure issue with broader impacts.

     

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  • The mockups are still being worked, so nomenclature is very much up for debate. With that said, this section is meant to cover the folks that are expected to engage in the resolution process. It allows for incident response to scale from a single service team to multi-team major incident response. We will be providing a separate stakeholder/interested party management section. Also of note: our implementation we will support having different message templates to support different content for the two distinct types. I know that is another request folks are asking for, so I figured I'd mention it here.

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  • That sounds very good!

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  • I agree. We are using xM for BCM and "resolver" is not a term that applies in most BCM cases.

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  • Hi Jens - to be clear we aren't changing the "Recipients" to be "Resolvers". I am only providing a specific view into part of the incident response process. With that said, what do you feel the section would be for BCM? My experience would say "Responders", but it would be great to get your feedback.

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