xMatters Notifications Changes for Remedy Users

Required Security Update

Due to security issues with the TLS v1.0 protocol, industry and security professionals have recommended upgrading all communications to use at least TLS v1.1. In accordance, xMatters is disabling TLS v1.0 on July 31st, 2017. This change affects customers using versions of xMatters Integration Agent (IA) that use this insecure protocol. Before July 31st, 2017, xMatters On-Demand customers MUST update to the most recent versions of the Integration Agent (version 5.1.8) or develop a custom integration with Remedy using the API. We have developed a custom integration that will replace the current xMatters Remedy IA and is being released to production on Wednesday, July, 19th at 5:00:00 PM.

The developed integration method will resolve a number of issues with the current implementation:

  • Resolves cross-notification bug when notifications are created at the same time
  • Consistency between email & text notifications
  • Ability to customize notifications and utilize future enhancements via Communication Plan

What to Expect

Remedy notifications from xMatters will be unavailable during the change window on Wednesday, July 19th, 2017 between 5 – 6 pm.

Anticipated Impact

After the upgrade is complete, xMatters notifications will have a new UNC-branded look and feel with links for opening tickets directly. The screenshots below show the change:

Before

After

Need Help?

As always, if you experience any unexpected or adverse effects from this change, please contact the UNC Service Desk at 919-962-HELP or through http://help.unc.edu.