Specify response counts
Communication plan response counts (also known as fill counts) allow you to control the number of recipients that must respond to a message before xMatters stops attempting to notify a group.
You can use this feature to ensure that a specific set of skills is represented in a business process or that a certain number of the appropriate people are notified for each incident or emergency. For example, you could notify a large group of technicians about a technical problem and, once five people have indicated that they are able to attend, stop notifying the rest of the group.
You could also specify a different response requirement for multiple groups targeted by the same message. For example, if an accident occurs on a factory floor, you might want to make sure that at least one person with medical training can get to the scene, ensure that one of the on-duty managers is notified, and have four of the nearby floor workers attend in case there is heavy lifting required.
If a recipient responds to a notification with an option that indicates they cannot contribute to the response count, xMatters immediately escalates the event and begins attempting to notify the next scheduled recipient.
You can use the response counts options in the Recipients section of a form to configure response counts for messages you send using that form. Form designers can preconfigure response counts when they create the form and, depending on the form options, message senders can modify the response counts before sending the message.
For more information about configuring responses for forms that use response counts, see Configure response counts.
- In the Recipients section, select the Count Responses check box.
- Note that if you have already defined response actions, xMatters will automatically reset all of the existing response actions to "Add To Count". Remember to change the Action setting for each response as necessary once you have finished specifying your fill counts.
- Use the search options to locate and add your recipients to the form.
- Use the available options to specify the response counts for each group of recipients, as described below.
- When you are finished, click Save Changes.
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.