We're using xMatters to notify specific team members when an incident has been assigned to their group but has not yet been assigned to an individual in the group. Our VP is subscribed to get messages when ever an incident is not immediately assigned to an individual. However, once assigned to an individual all xMatters automatic notifications stop, unless Engage xMatters is used. Our VP wants to always receive notifications on any incident regardless whether it's been assigned to an individual, or is still being actively worked. Is there any 'automated' way that an alert can be generated to the VP for such events? The only option I'm aware of is for resolving teams to make use of Engage xMatters to generate a status message on the progress of the incident.
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Hey Dan!
So it sounds like you want an event to fire when an incident is resolved or updated in some way, but you don't necessarily target groups or users for this notification? Is that right?
In the last year or so we removed the restriction that an event required recipients. So you could update the logic in your management system to fire an event but leave the "recipients" value empty. This would still fire the subscriptions and your VPs would be notified.
I think the hard part would be getting the logic right so that you didn't harass your VPs too much!
Let me know if that works for you.
Happy Monday!
--- Travis