Define response contribution values

You can define the contribution value of each possible user response on the Event Domain Details page and specify whether a response contributes positively or negatively towards resolving an event, or identify a response that does not affect resolution. This feature can help administrators perform statistical analysis on how events are resolved or delayed.

The default contribution values available to assign to a response are: Positive, Negative, and Not Applicable (N/A). The contribution value for each response received is stored in the xMatters database and included in the event reports.

Note that the response contribution values defined on this page do not determine the response choices available to users. Response choices are configured using the xMatters Action Scripts, as detailed in the xMatters Online Developer's Guide.

To assign contribution values for responses:
  1. On the Event Domains page, click the name of the event domain for which you want to define contribution values.
  2. On the Event Domain details page, do any of the following:
    • To add a new response contribution value, click the Add New link in the Response section. In the Response field, type the text of the user response you want to add. In the Contribution field, select the contribution value you want to assign to the response. Repeat for each response contribution setting you want to add.
    • To edit a response contribution, modify the values in the Response and Contribution fields for the response you want to edit.
    • To remove a response contribution, select the check box next to a response, and then click Remove Selected. Note that this will not affect responses and response contribution values already in the database.
  3. Click Save to apply the changes.

Response contributions for annotated responses

To provide support for integrations and deployments that allow recipients to annotate their responses, a response is matched to a contribution value if it matches the response choice exactly, or if it starts with the exact response text followed by at least one space. For example, both "ACCEPT" and "ACCEPT - be there in ten minutes" would match a response contribution defined for a response choice of "ACCEPT". A response of "ACCEPTING" would not match, because there is no space after "ACCEPT".

The scripts for the event domain must still allow for responses with annotations, or the response may not be recognized as a valid response choice.

This also means that response choices that begin with the same text as another response choice may not map to the correct contribution value. For example, "ACCEPT" and "ACCEPT AND TERMINATE" will map to the response contribution value specified for "ACCEPT", even if the two responses are set to different contribution values.

This is also the case if the short text of a response (followed by a space) matches the beginning of the long text of another response; for example, if "ACC" is the short form of the "ACCEPT" response, and another response is "ACC AND ESCALATE". Even if your scripts do not allow responses with annotations, you should ensure that none of the responses with defined contribution values begin with the same text or text-and-space combination.