Add recipients to forms

As a form designer, you can control whether the form:

  • Includes recipients by default
  • Displays the Recipients section to the person who uses the form to send a message or initiate an incident
  • Displays the Recipients section in an expanded or a collapsed view

Although you can move the Recipients section anywhere on your form, you cannot remove it from the form.

Add predefined recipients

Predefining form recipients is optional. However, when there is some clarity about who needs to be notified about a given situation, you can predefine one or more recipients for your form.

For example, a form named Critical Database Outage might have predefined recipients such as a dynamic team named On Call Oracle DBAs, and a user named Kelly Clarke, who is the VP of Operations. You can even control whether the person using the form can view and edit the predefined recipients list, as explained below.

Specify response counts

Response counts (also known as fill counts) allow you to control the number of recipients that must respond to a message before xMatters stops attempting to notify a group.

You can use this feature to ensure that a specific set of skills is represented in a business process or that a certain number of the appropriate people are notified for each incident or emergency. For example, you could notify a large group of technicians about a technical problem and, once five people have indicated that they are able to attend, stop notifying the rest of the group.

You could also specify a different response requirement for multiple groups targeted by the same message. For example, if an accident occurs on a factory floor, you might want to make sure that at least one person with medical training can get to the scene, ensure that one of the on-duty managers is notified, and have four of the nearby floor workers attend in case there is heavy lifting required.

If a recipient responds to a notification with an option that indicates they cannot contribute to the response count, xMatters immediately escalates the event and begins attempting to notify the next scheduled recipient.

Show or hide the Recipients section

If you do not add any predefined recipients to your form, the Recipients section is automatically shown to the person using the form. However, if you have predefined at least one recipient, you can choose whether the Recipients section is displayed to the message sender (by default, the section is displayed). In effect, hiding or displaying the Recipients section controls whether the person using the form can edit the Recipients list.

In some cases, your organization may have very clear policies about who should receive certain notifications, and in such cases you may choose to hide the Recipients section to prevent changes to the predefined recipients list. In other situations, you may want to have predefined recipients but still allow the person using the form the flexibility to customize the list based on the circumstances of a situation when it occurs.

Specify the default section view

You can control whether the Recipients section appears by default in an expanded or collapsed state, based on whether your priority is maximum visibility or saving space on the form. For example, if it's likely that the person using the form will modify the recipient list, you might want the section to default to expanded mode. If other aspects of the form are likely to be the focus of person using the form, specifying a collapsed view as the default might be more appropriate.

By default, if no recipients are predefined, the Recipients section appears on the form in expanded mode.