Question: Does xMatters have a group sync that will populate Remedy support groups with the same people in the xMatters group? The functionality does not have to be 2-way nor does it need to "remove" people from the corresponding Remedy group but rather just make sure that everyone in the xMatters group is in the Remedy group.
Why: xMatters groups and schedules are self-service so the user community can add/remove people from xMatters groups on the fly, for Remedy groups they have to go through the helpdesk to manage them so it never happens & they only update the xMatters group. xMatters groups and Remedy groups then get out of sync in terms of the same people in the groups.
Functionality: When xMatters receives an “acceptance” response from a notifcation it will attempt to assign that individual the Remedy Incident ticket to that person within the same group from xMatters. If that person is not in the corresponding Remedy group then xMatters will find a Remedy group that person is in and will assign the person the ticket.
Outcome: Remedy incident tickets are assigned to the individual who accepted the notification but the ticket may end up assigned to them in a different Remedy group.
Automated Solution: ?