Mobile Incident Management

xMatters Incident Management lets you review, work, and initiate incidents from a simple, intuitive command center. Whatever your role in the incident response process, you can use the Incident Console to track the progress of an incident, collaborate with resolvers, and make relevant updates. With the xMatters mobile app, you can also manage incidents when you're on the go!

Manage incidents from the xMatters mobile app

View incidents

From the app menu, tap Incidents.

The Incidents screen displays a list of the incidents in your system that you have permission to view.

iOS:

Android:

You can view the following information for each incident:

Information Description
Incident ID The incident's identifier in xMatters or an external system.
Date and time When the incident was initiated in xMatters.
Summary & Description

Contextual information about the issue impacting the service or system.

Owner (Incident Commander) The user currently in charge of the incident.
Severity

The impact on the service or system and the level of response that's required:

Minimal: Little or no impact to systems or services; no effect on customer or user access. Situation may require further monitoring.
Low: Minor impact to a non-essential system or service; customers and users unlikely to experience any effects. Situation requires further monitoring.
Medium:  Moderate impact to one or more non-essential systems or services; customers and users may experience some difficulty accessing or performing operations. Unlikely to affect service-level agreements or revenue.
High: Significant impact to important systems or services; customers and users cannot access or perform some essential operations. Service-level agreements may be in jeopardy, and revenue loss is possible.
Critical: Important systems or services are wholly unavailable; customers and users cannot access or perform most essential operations. Service-level agreements are in jeopardy, and significant revenue loss is possible.
Status

The state of the incident resolution process:

Open: Incident triage and analysis underway. The default status of an incident when it’s created. Initial responders are notified and can begin to triage and analyze the incident.
In Progress: Engaged resolvers are actively working on incident resolution.
Mitigated: Users or services are no longer being impacted, but resolvers are still actively engaged in monitoring and incident resolution.
Resolved: Services have been restored, and the incident no longer requires active resolvers. No further notifications will be sent and responses will not be processed.
Rejected: Reject incidents to reduce noise, eliminate duplicates, or exclude incident floods from analytics.

If there are no incidents to display, you either don't have permission to view any of the incidents currently in your system, or the filters you've applied to the list didn't return any results:

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Filter the Incidents list

You can filter the Incidents list to quickly find incidents based on their status or severity, or where you're the incident commander.

The top of the Incidents list indicates which filters you've applied:

To apply filters or edit their values, tap the filter icon at the top of the screen:

Filter by status and severity

To filter by status or severity, select the status and severity values of the incidents you want to see. You can select multiple values for each filter.

To update the Incidents list, tap Apply Filters on iOS, or the back arrow on Android.

This example will display Open or In Progress incidents that are Critical or High severity:

Filter by incident commander

To filter for the incidents you're the incident commander of, tap the Me (username) filter.

To update the Incidents list, tap Apply Filters on iOS, or the back arrow on Android.

Clear filter values

To remove filters from the Incidents list, do one or more of the following:

  • To clear all filter values, tap Reset at the top of the Filters screen.
  • Tap any selected values for the Status or Severity filters to deselect them.
  • To view incidents with any incident commander, tap All.

To update the Incidents list, tap Apply Filters on iOS, or the back arrow on Android.

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Initiate an incident

When you initiate an incident in xMatters, you provide details about the incident and identify who you want to engage to resolve it. This starts an incident resolution workflow in xMatters which notifies resolvers to engage and builds out the Incident Console with the details you provided.

To initiate an incident:
  1. On the Incidents screen, tap Initiate.
    • xMatters displays the incident resolution workflows you have access to, including an option to Initiate an Incident using the generic xMatters 'Incident Management Workflow'.
  2. From the list of available options, tap the incident submission form you want to submit.
  3. On the Initiate Incident screen, provide details about the incident, including a high-level Summary, a concise Description, and an estimate of its current Severity.
    • This information is included in the message sent to the targeted resolvers and is used to populate the incidents details in xMatters.
  4. In the Resolvers section, add the people or groups you'd like to target to engage in resolving the incident.
    1. If you target a group, only the first on-call resource that responds is added to the incident as a resolver.
  5. Tap Submit.

You're automatically redirected to the Incident Console once your incident is initiated in xMatters. Alternatively, you can tap View Incidents to return to the Incidents screen while the incident is initiated. Once it appears in the Incidents list, tap the incident to open the Incident Console.

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View and update incident details

On the Incidents list, tap an incident to open the Incident Console.

The Incident Console is your heads-up display for working an incident. You can find and update incident details, gather your resolution team, and connect to chats or conference bridges associated with the incident.

Summary

The incident summary appears as the title of the incident. The summary is usually short and includes key information to help categorize the incident. As the incident progresses, you can update the summary to clarify details about the incident or provide further contextual information as it becomes available.

To update the summary of an incident:

iOS: Tap the field to edit its value, then tap done.

Android: Tap the pencil icon to edit the incident summary and then click Save.

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Status

The incident status indicates the state of the incident resolution process. Incidents default to an 'Open' status when they are initiated in xMatters. When someone starts working the incident, they can set its status to 'In Progress' to indicate they're engaged in resolving the issue. They can then move the incident through the remaining resolution states as the incident's lifecycle progresses.

To update the status of an incident:

iOS: Tap the Status field and select a new value, then tap Done.
Android: Tap the Status field and select a new value.

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Severity

The severity of an incident indicates the impact on the service or system and the level of response that's required. Your organization may establish different criteria to classify the severity of an incident and how this field is updated as an incident progresses.

To update the severity of an incident:

iOS: Tap the Severity field and select a new value, then tap Done.
Android: Tap the Severity field and select a new value.

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Impact Duration

Impact duration is the length of time the incident impacted the business. By default, the impact duration starts when the incident is initiated in xMatters and ends when the incident is moved to the 'Mitigated' status (or the 'Resolved' status, if you bypass 'Mitigated').

You can't currently update the incident's impact duration from the mobile app.

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Created / Initiated At

iOS: The Created field displays the date and time the incident was initiated in xMatters.

Android: The date and time the incident was initiated at, and who it was initiated by, is displayed under the incident summary.

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Description

The incident description provides contextual information about the issue impacting the system or service. The initial value for this field is provided by the person or workflow that initiates the incident in xMatters. This information helps you triage the incident, understand which services or systems are affected, and identify who you need to engage to resolve the issue.

To edit the incident description:
  1. Tap an incident description to edit its value.
    • The description can be up to 2000 characters long.
  2. To save your changes:
    • iOS: Tap Done.
    • Android: Tap Save.

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Resolvers

Resolvers are users, groups, and dynamic teams engaged in the incident resolution process. You can add additional resolvers to an incident from the mobile app.

On iOS, resolvers are listed the Overview tab of the incident. On Android, resolvers are listed on the Participants tab.

To add new resolvers to the incident:

iOS: Tap the Resolvers field and select the new resolvers you want to add, then tap Done.
Android: On the Participants tab, tap + Resolvers, then select the resolvers you want to add tap the back arrow.

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Roles

On iOS, the Roles section displays who is responsible for the following roles in the incident resolution process:

  • Owner: The user currently in charge of the incident (the Incident Commander).
  • Reporter: The user who initiated the incident or whose credentials were used to authenticate the workflow that initiated the incident.

You can't currently edit the users assigned to an incident's roles from the iOS mobile app.

On Android, the Participants tab displays the Incident Commander and any resolver roles, if they have been assigned. In the following example, Anastasia Krupin's role is 'Customer Service' and Mary McBride is responsible for the 'Web Store API'. You can't currently edit incident roles from the Android mobile app.

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Collaboration

The Collaboration field or section appears for an incident when there are chats, meeting rooms, or conference bridges associated with the incident. You can join a collaboration channel or share its details with someone else.

On iOS, the collaboration field indicates how many collaboration channels are associated with the incident:

Tap Collaboration to view details about the collaboration channels:

On Android, the Collaboration section appears on the Overview tab of the incident:

To join a chat channel:

iOS: Tap the name of the channel.
Android: Tap Join below the channel name.

To open the channel in the chat app, you need to have the associated app installed on your mobile device.

To join an xMatters conference bridge:

Tap the conference bridge on iOS, or Join on Android, to display options for dialing either the toll or toll-free number:

To share collaboration details:

Tap the share icon on iOS, or Share on Android, to share details of a collaboration channel with someone else using your device's sharing capabilities:

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Timeline

The incident Timeline lets you keep track of everything that happened during the incident, recording incident activity in real-time and noting who made the change.

To view the timeline for an incident, tap the Timeline tab:

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