Depending on your device or email client, alerts you receive from xMatters via email are displayed in either HTML or plain-text format. Response options and instructions are included in the body of the email message, and will vary depending on the email format. For plain-text messages, you will be asked to reply to the email with a specific keyword in the subject line, followed by your response choice. HTML emails will include configured response choices as links within the body of the message.
Some devices and email clients cannot display HTML messages and will convert them to plain text. In other cases, formatting is configurable on the device or email client itself (for example, in Microsoft Outlook). xMatters will display the message in HTML or plain text based on the device or email client and its format settings.
Ensure that you follow the instructions outlined in the message text exactly as specified.
Plain-text email displays only basic alphanumeric characters, typically in a standard font. Depending on your email client and its settings, plain-text email will be displayed in one of two ways:
- Some email clients (such as Microsoft Outlook) display text that is identical to an HTML email including clickable response links, but with other HTML elements such as color and graphics removed.
- 'Pure' plain-text email clients display an alternative plain-text message that requires the recipient to respond by typing a response in the subject line and sending the message back to xMatters.
The following screenshot shows a plain-text email as it is displayed in Microsoft Outlook. To respond to this style of plain-text alert, click one of the response links (in this case, Accept or Reject).
The following example shows a plain-text email with response instructions rather than response links. To respond to this style of plain-text alert, type the keyword “RESPONSE” in the subject line, followed by a single space, and then one of the options listed. For example, you might respond with "RESPONSE ACCEPT". This response should be the only text in either the subject of the email, or the first line in the body of the email message.
It is important to include the entire message in the response. Without the message text, xMatters may not be able to associate the response with the correct event.
HTML email can include rich content, such as different fonts, colors, images, tables, and hyperlinks. To respond to an HTML email alert, click on one of the response links included in the email body.
To respond to an HTML email alert, click one of the response links (in this case, Accept or Reject):
HTML emails can be highly customized to include more information about an event, and may provide several response links that enable you to directly control the event on the management system. The following screenshots illustrate how an HTML email from an integrated management system might appear on a mobile phone equipped with an email browser.
The available responses allow the recipient to control the event flow, or even open the event on the originating management system:
You can include a comment when you respond to an email notification. Use comments to record additional information about your status on the Tracking tab of the events report.
To respond to an email notification with a comment, reply to the email the same way you reply to a plain-text email notification and type the comment after the response choice. For example, to reply ACCEPT to a message with the comment "Servers are experiencing a DDOS attack", reply to the email message and replace the subject with "RESPONSE ACCEPT Servers are experiencing a DDOS attack".
You cannot include a comment if you respond to an event by clicking the response links within the body of an HTML email notification.
For more information about viewing comments in the event report, see Tracking Report.