How to get integrated

In xMatters, creating a workflow (or tailoring an existing integration) is as easy as 1-2-3. The overall steps are the same whether you want to enrich the information sent in the signal from the source application before sending it in a notification from xMatters or you want to link one application to the next in a powerful, automated incident resolution process.

Of course, if you want a plug-and-play integration with one application, we have a bunch of integrations built into xMatters that only require basic setup to get started.

1. Make a plan

The first thing you need is a plan. The plan defines the framework for related information, events, and system activities — things such as flows, message templates, available event properties, possible response options, and what happens when something changes. It also controls permissions and the ways you can kick off an event (for example, from the Messaging tab in the user interface, from a form in the mobile app, or programmatically from an integration).

If you don't need to change the information, format, or available responses for messages, you can use one of our built-in integrations. If you need to tailor the messaging or logic to your particular scenario, you'll need a communication plan, and there are a few ways you can get one: convert one of our built-in integrations, install one of our packaged integrations, or create your own from scratch (or even try an experimental xM Labs integration if you're feeling adventurous).

Once you have a communication plan, some of the alterations you might want to make are:

  • Changing which properties are brought into xMatters from the source system, which ones are available to use in a particular form, and which ones are sent in any messages from the integration.
  • Editing the content and appearance of messages sent to on-call resources (for example, putting things in a table or matching your company's branding).
  • Customizing response choices and actions to suit your requirements.

2. Inject information into xMatters

To use information from a source application in notifications or in flows, you first need to get the information into xMatters. Again, there are a few ways you can do this.

For built-in integrations, which deal with a signal from a single source, simply set up the source application to send a signal to xMatters.

For communication plans, inbound integrations are the primarily method to send information into and create events in xMatters. Using the Integration Builder, you can set them up to simply trigger the event and send the notification defined in the form builder, or you can configure the inbound integration to parse and modify the incoming data, enrich it using additional web requests, and finally create an event to send notifications. If you want to see how it's done, check out our example.

You can also inject information into xMatters using HTTP Request and Email triggers in Flow Designer. These allow you to use information and initiate events from any system capable of sending either an HTTP POST request or an email.

3. Trigger the next steps

Finally, if you want to truly unlock the power of an automated workflow to facilitate your digital services availability and incident resolution processes — while still using the tools you already use every day — you can design a flow in Flow Designer. In Flow Designer, you add a trigger to kick off a series of actions across different tools, drop in ready-made steps for each of those actions, and connect the steps to set up how key incident resolution information is passed from one step to the next, and even into other applications.

Example, please!

You could set up a response option (say, "Start Major Incident Management") and use the Responses trigger to initiate a flow. When the on-call resource selects "Start MIM", xMatters creates an issue in your ITSM application, including information from the application monitoring tool and the event information from xMatters; xMatters then creates a channel in your chat tool using the ITSM incident number in the name, so your team can collaborate on resolving the issue quickly; and xMatters updates a status website if the issue is customer impacting. All from your on-call resource selecting a single response in the notification from xMatters.

Learn more about the triggers, including examples of when you might use each one and what information is passed along, or you can check out our built-in steps.

4. Go further

But you said it was easy as 1-2-3? It is, and if you stop here you've still unlocked the power of integrating with xMatters. But there's more you can do if you want to.

After you have an integration initiating events and triggering flows, we provide you with the toolkit to tailor this to your unique workflows.

What does that mean in the real world?

Here's an example:

Say you have a custom-built monitoring tool that you want to initiate events in xMatters... we won't have an integration with that tool, but you can use our Integration Builder to create one. Or maybe you're required to flag any events injected by said tool that have "blueberry" in the summary and send them to a special project in a service desk application — you can use a custom step in Flow Designer to search for blueberry and decide what next step to take based on whether it's there or not.