
John Pereira
if a group has 3 users, out of which 2 users to be notified immdly with 0 delay, and then an escalation user after 15 mins.
what would happen if an event came in and one of the user rejects the event.
will it accept the reject and escalate to 3rd user (immdly or wait for 15 mins )
OR
will it wait for the 2nd user to also reject, meaning does it take 2 rejects since 2 users are notified at same time, or does it take only 1 reject to escalate.
what is the behavior.
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Hi John
You can actually configure exactly what action each response does in the communication plan builder: https://help.xmatters.com/ondemand/xmodwelcome/communicationplanbuilder/formdetailsresponsesresponseactions.htm
For example, if you set a Reject response to Escalate, then xMatters will immediately notify the next on-call responder, without waiting.
John, I'm pretty sure you're using an on premise installation, so the Comm Plan Don refers to is not available for you. (don't forget that on premise is on it's way to sunsetting)
To answer your question though, let's say you have this escalation set up:
0 Min Delay
Joe
Bob
15 Min Delay
Sam
Then an event comes in Joe and Bob are immediately notified and their individual device escalation flow starts. If Bob responds with "reject", Joe's escalation flow still happens. What happens next depends on if you are using the notifyNext function in the response script. NotifyNext will immediately notify Sam and start his device escalation flow which would lead to Joe's and Sam's flow occurring in parallel. If you aren't using notifyNext, then yes, the system will wait the 15 minutes to even start notifying Sam.
I hope that clarifies.
yes, clears my question. thanks