The Resolvers section of the incident console lets you see at a glance which subject matter experts are engaged in the incident resolution process.
You can use this section to add additional resolvers as the incident progresses, renotify users or teams that haven't responded, stop notifying people to engage if you have the resources you currently need to work the incident, and dismiss resolvers when you no longer need them to actively engage in resolving the incident.
- In the Resolvers area of the console, click Add Resolvers.
- From the drop-down menu, select one of the following options:
- Notify to Engage: Sends a notification to users, groups, or dynamic teams inviting them to engage in the incident.
- Mark as Engaged: Immediately adds users to the Resolvers section and marks them as engaged without sending a notification.
- Under Available, select a resolver type from the drop-down menu and begin typing a name in the search bar (or type two spaces to see a list of all resolvers you have permission to add).
- If you selected 'Mark as Engaged' in the previous step, then you'll only have the option to select users (not dynamic teams or groups).
- Select the check box next to a resolver's name to add them to the Selected window.
- Once you've finished selecting the resolvers you want to add, click Add.
Only the first on-call resource to respond from a group or a dynamic team is added as a resolver. If there are additional people from a group you'd like to engage, you can notify them directly.
You can add a description to each resolver detailing their role or responsibilities in resolving the incident. When you add a role to a resolver, it appears at the top of their resolver card in the Resolvers section of the Incident Console.
To add a resolver role:
- Move your pointer over a resolver card in the Resolvers section of the Incident Console.
- Click + Role when it appears above the resolver.
- Type in a description of that resolver's role in resolving the incident.
To edit a resolver role:
- Move your pointer over the resolver role you want to edit.
- Click in the highlighted field to edit the role description.
To delete a resolver role:
- Move your pointer over the resolver role you want to delete.
- Click the trash can icon when it appears.
- Deleting a role removes the descriptive header from the top of the resolver card; it does not delete the resolver from the incident.
If a resolver hasn't engaged, or you previously stopped notifications to them, you can notify them again by clicking the options menu (vertical ellipses icon) and selecting Notify.
To stop notifying a single user, group, or dynamic team, click the options menu (vertical ellipses icon) and select Stop notifying.
To stop notifying all resolvers, click Stop Notifying All at the top of the resolvers area.
If an incident's status is changed to Resolved, notifications to resolvers will stop automatically.
You can dismiss resolvers from an incident. This is helpful for indicating which resolvers are no longer needed to actively engage in resolving the incident, and for keeping an accurate record of when and how long each resolver was engaged.
To dismiss a resolver from the incident:
- Click the options menu (vertical ellipses icon) for the resolver you want to dismiss and select Dismiss Resolver.
- Provide a reason for dismissing the resolver to add a note with your rationale to the incident timeline (optional).
- Click Dismiss Resolver.
- The dismissed resolver appears greyed-out in the Resolvers section of the Incident Console and an entry is added to the timeline for their dismissal, including the optional note.
Move your pointer over a resolver's status to view when they engaged in the incident or when they were last notified:
Also, if you have appropriate permissions, you can click the name of a resolver to view more detailed information about them. When you click the name of a user, xMatters displays their user contact card with device details and group membership information. Clicking on a group name displays a 'Who Is On Call' dialog box with a summary of the group's current on-call shifts, members, and escalations.
This information can be helpful if you're troubleshooting why a resolver hasn't engaged. For example, you may identify that a user doesn't have any devices configured, or that there's currently no one on call in a group.