The Problem/Goal: I need to send a follow-up email to all recipients of an event of who acknowledged the event. This way the original recipients of the event will know who the main contact is and also that someone has taken ownership of the event.
Possible Solutions:
- Can I somehow use the “Event Priority” within xMatters of high, medium, and low to first set the event to high priority and send the alerts out to the all persons in the subscription and then after receiving the acknowledgment change the event priority to low and then have only email sent out the subscription. (we currently don’t use Event Priority so this would be big change for us)
- Same as option one but without the use of Event Priority
- Include the help desk ticket number in the first alert sent out regarding an event so the customer could look up the status of the event on demand
- Somehow offer the option to the original recipients of an event to subscribe to just that event so they receive updates regarding the status of that event (such as who acknowledged the event)
Questions:
- Is this a common practice for xMatters customers to have an acknowledgement email sent to the original recipients of an event?
- What scripting changes do I need to accomplish this task?
- What changes do I need to make to my subscriptions?
Thanks for the help,
Brock Sarnstrom
Harley-Davidson