Configure form settings
When you send a message using a communication plan form or scenario, you can configure the form settings to customize the message for your situation. Before you send a message you can add or remove recipients, and you may be able to adjust other values such as setting customized properties, selecting a conference bridge, configuring advanced message handling options, or defining response options.
The following sections describe how to configure the sections that may or may not appear on your form.
If the form includes a recipients section, you can add users, groups, dynamic teams, and devices that you have permission to message to the list of recipients who should receive notifications.
Adding recipients using the type-ahead feature
To add recipients:
- Start typing a recipient name into the search field and select it when it appears.
- Type two spaces to view a list of all existing options and select a recipient from the list.
- If you want to limit your search to a specific recipient type, click the drop-down list under Recipients to select a type. Available types include: All, Users, Groups, Dynamic Teams, and Devices.
- You can use the search filter to specify if the name of the recipient contains, starts with, ends with, or equals the entered search term.
- If you want to see the individual recipients within a group or dynamic team to selectively remove some members, click the blue plus sign (+) next to a group or dynamic team's name to expand it.
- Note that once expanded, the group or dynamic team members become separate recipients on the list and are no longer treated as a group or dynamic team; features like escalation schedules and delays no longer apply.
- To remove a recipient, click the associated red X icon.
If the form includes an Attachments section, you can upload up to 10 files to be included with email messages (total file size cannot exceed 10MB). You can attach response plans, maps, pictures, screenshots and so on to provide message recipients with additional context.
Supported file types include:
- Image formats: BMP, GIF, ICO, JPEG, PNG, SVG+XML, TIFF
- Multimedia formats: MP3, MP4, WAV, MOV, AVI, WMV, MPG, MPEG
- Microsoft Office formats: DOC, DOCX, XLS, PPT etc.
- Open Document formats: ODT, ODS, ODP, ODG
- Other formats: CSV, HTML, TXT, XML, PDF, ZIP, X-ZIP
Attachments Section Example
To add attachments:
- Click Choose File.
- Navigate to the file you want to include.
- Select the file.
- Click Open.
- If required, repeat these steps to add more files.
You can remove an attachment by clicking the associated red X icon.
The devices section provides message senders with granular control over which device types are targeted. Note that if the recipients specified do not have a device with the specified name, they will not receive scenario messages. (Note that fax will appear as on option under email/other when sending messages from a company that has fax configured as a device type.)
Configuring Device Options on a Form
To configure device options, do one of the following:
- Click the All Devices check box to send messages to any devices configured for the recipients
- Click the Mobile Text, Voice, or Email/Other check boxes allows to add or remove devices names related to each device type.
If the form includes a Handling section, you can configure one or more settings that control some aspects of the message sending process. The elements (drop-down lists, check boxes, text fields, and so on) that control the settings will be familiar to you and simple to configure. However, if you would like to have a better understanding about the function of each setting, see Understand notification handling options.
Communication plan form designers have granular control over which Handling options (if any) are presented to message senders.
Handling Section example
If the form includes a Sender Overrides section, you can override the default values that are used for the sender of the notification. By setting the sender information to meaningful values, you can help recipients identify that the notification has been sent from xMatters.
- Caller ID: allows you to override the caller ID displayed for voice and SMS notifications. Use of this functionality must follow the Truth in Caller ID Act of 2009. This functionality is supported for use with the Voxeo service provider, and is not compatible with SIP.
- Display Name: allows you to customize the name associated with a notification or event. The display name is shown as the sender of notifications in the xMatters inbox, the mobile app, and for email notifications. The display name is also displayed in the Events report, Events widget and Properties report in the xMatters web user interface, and in the Events report in the xMatters mobile apps.
Default values for the Caller ID and Display Name fields can be set for each company. If defined, these values are displayed in gray text. If you do not specify values for these fields, then the default values are used for notifications.
To configure the Caller ID:
- Type the phone number in the Caller ID field.
To configure the Display Name:
- Type the name of the sender in the Display Name field.
If the form includes a Response Overrides section, you can override the response options configured for the notification by the xMatters form designer. This sections gives you the ability to edit the response number and order, configure text, email, or voice responses (and recordings), associate responses with a conference bridge, and configure contribution values, response actions, and response counts.
See Define response options for detailed information on configuring response options for communication plan notifications.
Forms with a Site Recipients section allow you to send messages to users based on the site they belong to. This allows you to target users at a specific location or in a certain geographical area. For example, if a severe snowstorm is approaching in the Boston area, you could send a notification to users at sites in the storm's path. If a contaminated food item has been distributed to grocery stores in California, you could send an high-priority alert to the employees of the specific stores that may be affected.
When you select a site, the users located at the site are targeted for notification, regardless of whether they are included in the Recipients section of the form. The system automatically prevents duplicate messages to users who are included as both recipients and site recipients.
Viewing the site map
The Site Recipients section displays a map of the sites in your system. Individual sites are represented by pins on the map. When several sites are located in close proximity to each other, they are clustered together and represented by a circle and the number of sites in the cluster.
You can view the selected sites in the following ways:
- Pins that represent individual sites display a check mark when the site is selected.
- Site clusters display the number of selected sites and the total number of sites. When any of the sites within a cluster are selected, the cluster is displayed in blue.
- The panel located to the right of the map displays a list of selected sites.
- The number of selected sites and the total number of selected recipients are displayed below the map.
If the location information for a site has not been configured then it will not appear on the map.
You can refine the area of the map that is displayed:
- Use the zoom (+/-) tool to adjust the map's zoom level.
- Click and drag the map to view a specific geographical area.
- Switch between satellite and topographical views by clicking the Map and Satellite buttons.
- Click a site cluster to zoom in to the sites in the cluster.
The Site Recipients section provides a set of tools that you can use to select sites on the map. Sites selected with one tool remain selected when you make another selection using the same or a different tool. For example, you can use the shape tool to select the sites contained within a large area, and then use the manual tool to select sites that fall outside of the area defined by the shape.
To select sites, do one of the following:
- Click Manual Select, and then click the pin for each site you want to select. You cannot manually select a cluster of sites; however, you can click the cluster icon to zoom in and view the sites in the cluster.
- Click Shape and draw a shape around an area. The sites located in the area are selected.
- Click Circle and then specify a radius for the circle in miles or kilometers. You can then click a point on the map to select the sites within the specified radius.
When you use the Shape or Circle tool to draw an area on the map, the sites that are physically located within the area are added to the selection. When a cluster of sites is located close to the edge of an area, it is possible for some of the sites to be located within the area and other sites to be located outside of the area. In this case, only the sites that are physically located within the area are added to the selection, regardless of where the cluster icon is displayed.
To deselect sites, do one of the following:
- Click Manual Select and then click a selected site.
- Locate the name of the site in the list to the right of the map, and then click the x button next to it.
- Click Deselect All to deselect all sites.
If a communication plan form includes a Conference Bridge section, message senders can specify which conference bridge to use. Message senders can choose an externally-hosted conference bridge, a new xMatters-hosted conference bridge, or an existing xMatters-hosted bridge, depending on what type of bridges are allowed by the form.
xMatters-hosted bridges remain accessible for three days, plus the current day. Note that the list of existing bridges displays the available conference bridges depends on the permissions of the User accessing the form.
Hosted Conference Bridge example (form truncated)
To select a conference bridge:
Click the Hosted Bridge drop-down list, and do one of the following:
- Select Create New xMatters Hosted Bridge.
- Select an xMatters-hosted bridge that is already in progress.
- Select an externally-hosted bridge. If the Bridge Number field displays an input box, enter the bridge number that you want to use with the external provider.
In addition to sections such as devices, attachments, handling, and recipients, communication plan form designers can include custom sections to their forms. Such sections are typically named based on the grouping of form elements they include. For example, a custom section named Incident Details might include configurable settings for Severity, Urgency, Loss of Life, Impact, and so on.
You are already familiar with how to configure custom section elements such as drop-down lists, text fields, list boxes, and check boxes. In some cases, form designers will include help text below the setting to assist you.
Custom Section example
One element that might be less familiar to you is a hierarchy list, which is like a series of drop-down lists: once you make your selection in the first drop-down list, the second list is dynamically populated with the appropriate choices. This process repeats for all remaining drop-down lists in the series.
Hierarchy List example
A text field allows you to add text and voice message content to your forms. For example, a message sender might use a text field named Unscheduled Email Outage to add content such as "Server will be down for from 3-4pm to deal with a firewall configuration issue".
Text Field Recording and Translation Options
Additionally, depending on the configuration of a form's layout, message senders can add text and voice content in multiple languages during form initiation.
Although the following sections are written from the perspective of someone defining text field values during form initiation, the same concepts apply when defining a communication plan scenario. For more information about scenarios, see Define scenarios.
If there are multiple languages configured for the company, an optional multilingual option is automatically added to text fields. This provides message senders with the option to define alternative messages for languages other than the company's default language. The default language for the field will be set to the message sender's preferred language (as defined on their User Details page).
Even if multiple languages are available, there is no requirement to configure content for all of them. If there is no translation defined for a recipient's language, the recipient is sent a message in the language of message sender's preferred language.
For example, assume that a message sender defines default content in English and alternative content in French and Spanish. Message recipients who have their preferred language set to French or Spanish will receive content in those languages, and all other Users will receive the content in English.
If the message sender does not add content in their default language, and instead targets other languages with content, only those recipients whose language match the targeted languages will receive any message content (all other recipients will receive no content for the text property).
- Do one of the following:
- If required, modify the default content.
- If there is no default content, type your own content into the field.
- If your company has multiple languages available, and you want to define content for them, click the settings icon and then click Edit Translations.
- In the Edit Translations dialog box, click the drop-down list and select the language for which you want to add content.
- Repeat this step as necessary for other languages.
- Click Compare to display the content of another language in a sidebar view (this is helpful when you want to compare your work with a translation in another language).
- If you later want to modify the translations, click the settings icon for the text field and select Edit Translations.
Message senders can also add voice recordings to text property fields when initiating a form, and can optionally add multiple recordings for languages. You can search for and add existing recordings, or create a new recording. This voice content will be played wherever the related property appears in voice interactions.
You can create a voice recording by having xMatters call your Voice Device or by using your computer's microphone. If no recording is present, the content of the text field will be read by a Text-to-Speech engine.
- Click the settings icon for the text field and select Find Recording.
- In the Find Recording dialog box, start typing the name of the recording you want to associate with the field.
- To hear a preview of any recording in the results list, select it and click the play icon.
- After making your selection, click OK.
- If you later want to re-record an existing recording, click the settings icon and select Replace Recording.
- If you want to remove or replace an existing recording, click the settings icon and select Clear Recording.
- Click the settings icon for the text field and select Edit Translations.
- On the Edit Translations dialog box, click the drop-down list to select the language for which you want to record the phrase.
- Click the microphone icon and select Add Recording.
- xMatters prompts you to record a new voice interaction phrase through your computer's microphone or by phoning an active voice device. For more information about recording a voice interaction phrase, see Record a new voice interaction phrase.
- If you later want to re-record an existing recording, click the settings icon and select Replace Recording.
- If you want to remove an existing recording, click the settings icon and select Clear Recording.
Some message forms may be configured to count responses; this feature allows you to control the number of recipients that must respond to a message before xMatters stops attempting to notify a group.
By default, when you add a recipient to a form that is configured for response counts, xMatters adds them to the "Other Recipients" response group. Any individual users and devices you add as recipients will be counted as part of this group, but groups and dynamic teams can be counted and tracked separately.
Any responses that are returned from a subscription notification are counted as part of the Other Recipients response group.
To specify response counts:
- In the Other Recipients section, click the Count Separately button for the group or dynamic team you want to separate from the rest of the recipients.
- xMatters creates a new section containing only that group or team.
- In the field provided for each response group, type the number of responses you want to receive from that response group before xMatters stops notifying them.
- All of the recipients in the Other Recipients section are treated as a single response group. To limit the number of responses that you receive from these recipients, select Count Responses in the Other Recipients section, and type the number of responses you want to receive; to notify all of the Other Recipients, select Notify All.
- To combine a separated response group with the "Other Recipients" response group, click the Count With Others button for that group.
- Note that this will discard any response counts you have specified for the separated group. Ensure that you update the required response counts for the Other Recipients response group accordingly.
In this example, xMatters would notify recipients in the following order:
- xMatters would begin notifying the Field Technicians group. Once five responses were received, xMatters would stop notifying the remaining members of the Field Technicians group.
- xMatters would also begin notifying the other recipients. Once a total of three responses had been received (from any combination of the other five users and the six Support Staff group members), xMatters would stop notifying the remaining recipients.