Engage resolvers

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, and stop notifying people to engage if you've determined that you have all the resources you currently need to work the incident.

The Targeted column lists all the groups, dynamic teams, and users that were notified to engage in resolving the incident. The Engaged column identifies the users that accepted the request and are actively engaged, or it displays the notification status for each targeted resolver; how long ago they were notified, whether a response is pending, if there was no response, or if notifications to that responder were stopped.

  1. In the Resolvers area of the console, click Add Resolvers.
  2. 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).
  3. Select the check box next to a resolver's name to add them to the Selected window.
  4. 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.

If a resolver hasn't engaged, or you previously stopped notifications to them, you can notify them again by clicking the Notify icon next to their name in the Engaged column.

To stop notifying a single user, group, or dynamic team, click the Stop Notifying icon next to their name in the Engaged column.

To stop notifying all resolvers, click Stop Notifying All at the top of the resolvers area.

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.