Flow triggers

The different triggers are initiated by different system activities. Each one populates outputs based on the type of trigger which, along with common event properties, can be used in the downstream steps.

If you have existing outbound integrations for a communication plan form, they'll appear as triggers on the canvas. You can connect additional steps to these triggers to extend the current functionality of your outbound integrations.

Common properties

The common properties output by all outbound triggers provide information identifying the event in addition to its status and properties.

Event status updates trigger

What triggers it: An event is started, suspended, resumed, or terminated.

What information is in the outputs: The status of the event and the user who initiated the event status change.

Examples of when to use this trigger:

  • Automatically update the record in your monitoring tool to add an annotation that the xMatters event ended.
  • Post event creation and termination updates to your reporting repository for analytics and observability initiatives.
  • Automatically close the ticket in the source system when the xMatters event ends.

Device delivery updates trigger

What triggers it: A notification is delivered to a device or notification delivery fails.

What information is in the outputs: The user and device that the message was sent to and whether the delivery was successful.

Examples of when to use this trigger:

  • Post details about who was notified and when into a ticket, alert or chat application so the notification process is clearly visible (and documented).
  • Post details about device notification failures to a list so you can follow up with users who seem to be experiencing delivery issues.

Responses trigger

What triggers it: A user responds to a message.

What information is in the outputs: The user and device that made the response, their response choice, and comments added from the mobile app.

Examples of when to use this trigger:

  • Automatically assign an incident when a recipient responds with Accept (or Assign to me or whatever response you have configure for this).
  • Approve or reject change requests based on responses.

Event comments trigger

What triggers it: A user adds a comment from the mobile app, xMatters Inbox, email, Tracking Report, or xMatters REST API.

What information is in the outputs: The user that made the comment and the content of their comment.

Examples of when to use this trigger:

  • Post each comment to a Slack channel or other chatops application.
  • Populate the free-form text closure details of a ticket or alert (in this case, you could actually perform your response logic in the event comment trigger instead of the response trigger!)
  • Add the comments to a ticket or alert as annotations, recording the work performed on the event, either for the next person in the resolution chain or for post-incident analysis.

Escalations trigger

What triggers it: An escalation occurs in a group.

What information is in the outputs: The group containing the shift with the escalation, the reason for the escalation, the user that escalated the event (if applicable), the type of escalation, the recipients the event escalated from, and the recipients the event escalated to.

Examples of when to use this trigger:

  • Automatically launch a new event that warns a manager when an event has escalated to the point where an SLA (service level agreement) is in jeopardy.
  • Automatically update a chat room to warn team members when an event is escalated.

Targeted recipient failures trigger

What triggers it: None of the targeted recipients could be immediately notified for an event.

What information is in the outputs: The type of failure, the first 100 targeted recipients, and the total number of targeted recipients.

Examples of when to use this trigger:

  • Automatically notify a chat room that an event isn’t currently routing to on-call resources.