When 9 responses in a form aren't enough - Can we get more?

Not Yet Reviewed

Hi All,

This is related to https://support.xmatters.com/hc/en-us/community/posts/115000197386-Moving-an-Event-to-a-different-team 

Currently, xMatters only allows up to 9 responses for a given form.  You would think that is enough.  But not always.  Consider the following responses

1. Acknowledge it - I've got it and working on it

2. Fixed

3. Self recovered

4. Escalate to next person in on call list

5. Need additional help

6. Move to Team V

7. Move to Team W

8. Move to Team X

9. Move to Team Y

But I also want to allow a user to easily move the issue to Team Z. I will certainly grant you that its difficult to do more than 9 entries via voice.  But with email, SMS, and especially the xMatters phone app it should be easy.

Is there a way to get more than 9 responses in a form or resolve this in a fashion that doesn't require the user to memorize some group name and type it in?

0

Comments

3 comments
Date Votes

Please sign in to leave a comment.

  • Hi Kirk,

    This is a request I've heard and have added your name to PM-4171. If you don't mind I have a few questions for you as we figure out how this feature should work. 

    How may responses would you need? 

    If a user gets a phone call and there are more than 9 responses how do you think it should work?

    0
  • Hi Manpreet,

    Good questions!  I understand that the phone call is problematic and that its even possible to bump into limits on SMS.  With some phone systems they ask me to enter a number or digits for a name and then press #.  Maybe support a search based on spoken words or keypad entries?  For example, when I get an issue I could say: "I'm on it" or "ignore" or "escalate" or "forward to team X".  Or I could type them the first couple of letters in the keypad?

    I think perhaps there are two classes of responses.  The immediate response (ignore, ack, escalate) and the followup response if I ack the issue (escalate, fixed, no change required, push to team X, Y, Z...)

    With email and the app the number of entries doesn't seem to be an issue for the user interface right?

    Perhaps 15?  I'd say right now that 9 is a hard limit for us to use because of the two classes of responses we want to conjoin into one, but maybe its like a bigger house.  The more room you have the more stuff you put in into it.

    0
  • Hi Kirk,

    I don't think we'll have issues with the email and mobile options. 

    I was actually thinking of something similar to what you suggested for the voice, allow a user to input 2 digits and then press # to record it. The multi level idea was also thrown around but I'm not sure if users would get frustrated with that as it might take longer to respond. I think we should definitely do some usability testing around both options when we get to working on the feature. 

     

    I've attached your ideas to the PM-4171 ticket for reference when we start work on it. Unfortunately I don't have a timeframe of when we'll be able to start it.  

    0

Didn't find what you were looking for?

New post