Event Rotation Start Over

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Hi Everybody:

This is probably an easy question that I can't seem to figure out:

I have an event rotation setup in one of my groups.  Once the first person is notified, if no response happens within 10 minutes, it skips to the next person in the rotation.  Problem is once it's hit the last person, it simply "ends".  Is there a way to restart the notifications from top to bottom if all in the group have "passed" or ignored?  Thanks in advance.



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  • Hi there,

    Great question.

    In short, the answer is 'Not right now'. There is currently not a mechanism to make your group notifications go back to the start of the escalation order.

    However a best practice, and what we see lots of customers doing, is to add another group as the final member of a shift escalation and then take it out of rotation. Taking that group out of rotation means that the group will always be the final escalation within a shift and when an event escalates to that point, xMatters will start resolving the on-call schedules and escalation rules of that 'child' group.

    See this page in our help portal for information on how to exclude a member from rotation.

    You can also take that a level deeper and add yet another group as the final member of that child group, which will allow your events to continually escalate up the chain until someone finally takes action.

    I'd be interested to learn more about how often and why this happens though. If your notifications are repeatedly not being responded to within the expected SLA, perhaps there is an opportunity to review the triggers for these notifications, as well as the content and perhaps the response options you are presenting to recipients?


    Iain Rose

    xMatters Product Management

  • Hi Iain;
    Thanks for the response.  Interesting enough, I have a child group created with the appropriate recipients, but when I try to add that group to the rotation shift, xMatters tells me it can't find the group.  I'm not sure why that is the case.  

    In answer to your last paragraph, it doesn't happen too often but is more prevalent in some of our smaller support groups.  xMatters sends a text to the person next in rotation and they have the option to Ack, Pass, Dismiss.  Thanks again.

  • "Interesting enough, I have a child group created with the appropriate recipients, but when I try to add that group to the rotation shift, xMatters tells me it can't find the group.  I'm not sure why that is the case."

    The only thing I can think of that might cause that is a permissions issue. If you log a ticket with our support team, or talk to your CSM I'm sure we can get that fixed up right away.

    FYI - I'm going to share this thread with the Product Manager responsible for our group schedules. Handling end of escalation behaviour is something that has been raised a few times before. Thanks for the feedback!

  • Hi Iain:

    Revisiting here a bit.  Curious if you can answer another question for me?  One thing I've noticed with event based rotation is that I don't get the "In rotation" check box.  When an event goes through a group of individuals and ends without response, I need to be able to escalate that event to "management".  Because I can't remove that "management" individual from "In Rotation", they then start rotating as part of the event based group.  Any thoughts on that?  Thanks in advance Iain.

  • Hello again,

    The 'in-rotation' option is currently not supported by shifts using an event based rotation but it is under consideration for a future enhancement.

    In the meantime, as a workaround can I suggest that you create a 2nd shift that starts with an x minute delay then notifies your management group?

    That way, when an event is created both shifts would be active. The first contains all the members in your event based rotation, the 2nd would wait for x mins and only notify management if the event has not been terminated by a member of the first shift by the time the wait expires.

    It's a little bit of a hack but should get you what you need.


  • That's great Iain, it worked perfect.  As always, thanks for the help.

  • Glad to help, thank you for letting me know.



  • Checking in here.  Is there anything on the product road map to allow event-based rotation participants to leverage the "in rotation" functionality?  I'd be curious to know why this was not included with this type of rotation.  Often times, any rotation will have a fixed member in the secondary, tertiary or higher escalation path.  I'm not sure why it would be any different for event-based vs. time-based or other.

  • Hi Christopher, 

    Allowing event-based rotation to leverage "in rotation" is on our radar but not currently on the roadmap for this year. When this feature was originally built we only covered the simple use case and hasn't been updated since. 


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