Engage and manage resolvers
The Resolvers section of the Incident Console lets you see at a glance which subject matter experts and service owners 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.
The following sections describe the actions you can perform from the Resolvers section:
You can add resolvers to an incident by sending them a notification requesting they engage, or by adding them directly to the resolvers list without sending them a notification. Adding resolvers directly is useful when someone is already working an incident and you want to add them to the Resolvers list without making them stop to acknowledge a message.
When you notify a resolver to engage in the incident, the Resolver's list displays their name and the status of the notification process: whether xMatters is 'Notifying' them, if the request is 'Escalating' to the next member of a group, or if there was no 'No Response'. Resolvers who accept the request to engage (or those who were added directly) are marked as 'Engaged' in the incident.
To add resolvers:
- In the Resolvers area of the console, click Add Resolvers.
- From the drop-down menu, select one of the following options:
- Notify to Engage: Send a notification to users, groups, dynamic teams, or service owners, requesting they engage in the incident.
- Add as Engaged: Skip the notification process and display a user as engaged in the incident.
- 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 'Add as Engaged' in the previous step, then you'll only have the option to select users (not groups, services, or dynamic teams).
- Select the check box next to a resolver's name to add them to the Selected window.
- Services only appear in the list of available resolvers if they match the entered search term. Services are displayed beneath the name of the group that owns it – you can select to add the group that owns the service as a resolver. This allows you to easily engage the group responsible for a service, without needing to know or look up the owner of the service in the Service Catalog.
- If a service is reported as impacted by the incident, you can also easily notify the owner to engage from the Impacted Services section of the console or from the service dependencies map.
- 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. For example, if you searched for a service and added the group who owns it as a resolver, you could assign the name of the service as the group's role.
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:
If multiple resolvers share the same role in resolving the incident, you can drag and drop them into the same role:
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.
The Incident Commander is the resolver in charge of the incident. It's their responsibility to guide the incident to resolution, oversee resolution activities, and make the final call on decisions related to the incident. By default, the user that initiates the incident is assigned as the Incident Commander. If you need to hand off responsibility of the incident during the resolution process, you can replace the current commander with any engaged resolver.
To reassign the Incident Commander:
- Drag an engaged resolver into the Incident Commander role.
- In the Reassign Incident Commander dialog box that appears, confirm you want to make the change by clicking Reassign.
When you reassign the Incident Commander, the replaced resolver is added or returned to the list of resolvers. If the resolver was part of a group before they became the Incident Commander, they'll be listed under that group when they're returned to the list.
Move your pointer over a resolver's status to view when they engaged in the incident or when they were notified:
If you notified a group to engage, the 'Notifying' status changes to 'Escalating' when the request escalates, either manually via a response or automatically after a configured wait time. A 'No Response' status is displayed 5 minutes after the notification reaches the last user in the escalation path.
If a resolver is currently participating in an xMatters conference bridge for this incident, a phone icon appears next to their name. Move your pointer over the icon to view the name of the bridge:
If a group owns any services impacted by the incident, the names of the impacted services are displayed below the group:
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.
To change the order that resolvers are displayed in the Incident Console, grab the handle icon next to a resolver's name or a role and drag the resolver or role to a new position in the list.
The Incident Commander role always appears at the top of the Resolvers section; you cannot drag it to a new location in the list.
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.
If a resolver hasn't responded to a notification, or you previously stopped notifications to them, you can notify them again by clicking the options menu (vertical ellipses icon) and selecting Notify to Engage.
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:
- Do one of the following:
- Click the options menu (vertical ellipses icon) for the resolver you want to dismiss and select Dismiss Resolver.
- Drag and drop the resolver under 'Dismissed Resolvers' at the bottom of the Resolver section.
- Provide a reason for dismissing the resolver to add a note with your rationale to the incident timeline (optional).
- Click Dismiss Resolver.
- An entry is added to the timeline for their dismissal, including the optional note.
Dismissed resolvers appear grayed out and are listed under 'Dismissed Resolvers' at the bottom of the Resolvers section: