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This article provides instructions for TDX agents managing Incident and Major Incident tickets assigned to responsible groups integrated with xMatters.
Triggering xMatters Alerts
The table below outlines the conditions and actions required to trigger xMatters alerts:
| Conditions / Actions |
Outcome |
| An Incident or Major Incident is created or updated and assigned to a responsible group (no agent assigned), with a Priority of High or Emergency (see exceptions). |
Trigger xMatters alert for the responsible group. |
| Actions: Reassign Incident or Unassign Incident |
|
Acknowledging or Terminating xMatters Alerts
The table below details the actions and conditions for acknowledging or terminating xMatters alerts:
| Conditions / Actions |
Outcome |
| An Incident or Major Incident is created or updated and assigned to a responsible agent. |
Terminate xMatters alert |
| Actions: Take Incident or Add to My Work |
|
| A member of the responsible group acknowledges the ticket via the xMatters client. |
Terminate xMatters alert. |
| Update feed with: "Ticket acknowledged by agent (full name, onyen)." |
|
Additional Scenarios
- Priority Changes: If the priority is downgraded, the agent must take ownership by assigning a responsible agent, which will terminate the xMatters alert.
- Agent Reassignment: When an incident is directly assigned to an agent outside the current group, TeamDynamix automatically reassigns the ticket to the agent's primary group without triggering an xMatters alert.
Exceptions
- An xMatters alert will not trigger if an incident with a High or Emergency priority is directly assigned to a responsible agent.
- Alerts only trigger when an incident is in one of these statuses: New, Open, In Process, or On Hold.
- If no corresponding xMatters group is found, the following comment is added to the ticket feed.
Important Notes
Version 1.2 Updates:
- Status updates no longer occur when xMatters alerts are triggered or terminated. The integration now relies solely on whether a Responsible Agent is assigned and the Priority is High or Emergency.
- An xMatters alert automatically terminates when the incident’s status changes to Resolved, Closed, or Cancelled.
- Version 1.2 supports distinct alert paths for "High" and "Emergency" TDX priorities. For updates to alerts for High-priority tickets, contact the Operations Center.