Our previous notification system before xMatters would include everyone who was part of the notification on the To: line of the e-mail so that anyone who received the notification could easily "Reply All" to the e-mail and reach the same group. Does xMatters have some sort of similar functionality or is the Reporting function the only way to retrieve the list of people notified?
Here's the actual e-mail from my colleague expressing the problem:
There is a shortcoming with the way xMatters is emailing alerts, and it is causing us lots of grief. Fortunately, should be easy to fix.
The problem is that we can't see who gets emailed alerts. So we have to guess, and thus we either include many people who aren't interested, or miss people who are, or both.
Several times we have found that different subgroups of people were investigating a problem, but didn't know about each other's efforts until later.
This will be debilitating during peak or any serious outage.
The fix: just have all emailed alerts have all recipients listed on the "To:" line.