This article provides guidance to all TeamDynamix (TDX) agents handling tickets assigned to responsible groups configured for xMatters.
Important Notes
PLEASE NOTE: After 3 PM on 9/19/24, refer to the attached xMatters version 1.2 for updates to the xMatters integration with TDX. Key changes include: 1) Status changes to "In Process" will no longer cancel xMatters alerts, and 2) Only assigning an incident to a responsible agent will trigger alert cancellations.
- If an agent clicks on Take Incident/Major Incident, it will not cancel the xMatters alert. It is always a best practice to assign a ticket to your group/self when taking ownership. However, you will also need to change the status to In Process.
- If the ticket is acknowledged from the xMatters client, it is still a best practice to assign it to your group/self, so it is easy to track from your desktop/report.
- Using the Reassign action from the Actions menu will not trigger an xMatters alert even though the Responsible group has changed (currently WIP). An agent needs to reassign the ticket from the Edit button for an xMatters alert to trigger.
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Alerts Triggered by Agents
This table outlines the actions and conditions by which an agent triggers xMatters alerts.
| Conditions / Actions |
Outcome |
| New ticket created with Priority as High or Emergency and status not Resolved, Closed, or Cancelled |
- Trigger xMatters alert for Responsible group
- Set status to "Open"
|
| Existing ticket's Priority upgraded to High or Emergency and status not Resolved, Closed, or Cancelled |
- Trigger new xMatters alert for Responsible group
- Set status to "Open"
|
| Responsible group changes with Priority as High or Emergency and status not Resolved, Closed, or Cancelled |
- Terminate xMatters alert for original group
- Trigger new alert for new Responsible group
- Set status to "Open"
|
Alerts Acknowledged or Cancelled by Agents
This table outlines the actions and conditions by which an agent acknowledges or cancels xMatters alerts.
| Conditions / Actions |
Outcome |
| Priority of ticket downgraded from High or Emergency and status not Resolved, Closed, or Cancelled |
|
| Member of Responsible group acknowledges ticket from xMatters client, or agent changes status to "In Process" |
- Terminate xMatters alert
- Update feed with "Ticket acknowledged by agent (full name, onyen)"
|