bmc remedy it service management 7 6 00 - notification engine guide

8/20/2019 BMC Remedy IT Service Management 7 6 00 - Notification Engine Guide

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www.bmc.com

BMC Remedy IT Service Management 7.6.00

Notification Engine Guide

October 2009


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Customer Support

You can obtain technical support by using the Support page on the BMC Software website or by contacting CustomerSupport by telephone or email. To expedite your inquiry, please see “Before Contacting BMC Software.”

Support website

You can obtain technical support from BMC Software 24 hours a day, 7 days a week athttp://www.bmc.com/support. From this website, you can:

■ Read overviews about support services and programs that BMC Software offers.■ Find the most current information about BMC Software products.■ Search a database for problems similar to yours and possible solutions.■ Order or download product documentation.■ Report a problem or ask a question.■ Subscribe to receive email notices when new product versions are released.■ Find worldwide BMC Software support center locations and contact information, including email addresses, fax

numbers, and telephone numbers.

Support by telephone or email

In the United States and Canada, if you need technical support and do not have access to the Web, call 800 537 1813 orsend an email message to [email protected]. (In the Subject line, enterSupID:, such as SupID:12345.) Outside the United States and Canada, contactyour local support center for assistance.

Before contacting BMC Software

Have the following information available so that Customer Support can begin working on your issue immediately:

■ Product information

— Product name— Product version (release number)— License number and password (trial or permanent)

■ Operating system and environment information

— Machine type— Operating system type, version, and service pack— System hardware configuration— Serial numbers— Related software (database, application, and communication) including type, version, and service pack or

maintenance level

■ Sequence of events leading to the problem

■ Commands and options that you used

■ Messages received (and the time and date that you received them)

— Product error messages— Messages from the operating system, such as file system full— Messages from related software

http://www.bmc.com/supportmailto:[email protected]:[email protected]://www.bmc.com/support


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License key and password information

If you have a question about your license key or password, contact Customer Support through one of the followingmethods:

■ E—mail [email protected]. (In the Subject line, enter SupID:,such as SupID:12345.)

■ In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local supportcenter for assistance.

■ Submit a new issue at http://www.bmc.com/support.

mailto:[email protected]://www.bmc.com/supporthttp://www.bmc.com/supportmailto:[email protected]


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Contents 5

Contents

Chapter 1 BMC Remedy ITSM Notification Engine 7

Notification Engine overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Notification Engine architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Major components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9System Events and Message Catalog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

NTE:SYS-Define NT Events form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10NTE:CFG-Notification Events form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11SYS:Notification Messages form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Notification system process control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Notification interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Notification audit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Invoking the notification subsystem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Notification transaction process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Notification workflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Additional notification forms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Configuring notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Globally modifying system default settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Modifying notification message text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Configuring support group notifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Configuring Notification Engine escalation pools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Extending the Notification Engine escalation pools . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Multithreading filter workflow forNTE:NPC:SetNonGroupEscalationPool_010_Set !̀ . . . . . . . . . . . . . . . . . . . . . . . 23

Multithreading filter workflow for NTE:NPC:SetGroupEscalationPool_010_Set`!.23

Setting up escalation workflow to process the multithreaded individual andgroup notifications records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Disabling notifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Disabling customer notifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Disabling support staff notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Additional configuration options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Appendix A BMC Remedy ITSM notification events 29

BMC Remedy Incident Management notification events . . . . . . . . . . . . . . . . . . . . . . . 30BMC Remedy Problem Management notification events . . . . . . . . . . . . . . . . . . . . . . . 32BMC Remedy Change Management notification events . . . . . . . . . . . . . . . . . . . . . . . . 34Release Management notification events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41


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6 Notification Engine Guide

Activity module notification events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Task Management System notification events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42BMC Remedy Asset Management notification events . . . . . . . . . . . . . . . . . . . . . . . . . . 42License Management notification events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Global notification events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45


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Chapter

1 BMC Remedy ITSMNotification EngineThis chapter helps you understand the BMC Remedy IT Service RequestManagement (BMC Remedy ITSM) 7.6.00 Notification Engine.

The following topics are provided:

Notification Engine overview (page 8)

Notification Engine architecture (page 9)

System Events and Message Catalog (page 10)

Notification system process control (page 12)

Notification interface (page 13)

Notification audit (page 14)

Invoking the notification subsystem (page 14)

Notification transaction process (page 15)

Notification workflow (page 17)

Additional notification forms (page 18)

Configuring notifications (page 18)

Configuring Notification Engine escalation pools (page 20)

Extending the Notification Engine escalation pools (page 21)

Disabling notifications (page 26)

Additional configuration options (page 27)


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Notification Engine overview

This guide describes the major components and process flow of BMC Remedy ITService Management (BMC Remedy ITSM) 7.6.00 Notification Engine. By

understanding how all of the pieces work together, you can intelligently changethe default configuration or make any necessary customizations to meet yourorganization's needs.

NOTE

This guide is an addendum to the BMC Remedy IT Service Request Management7.6.00 Configuration Guide.

To improve performance and scalability, the 7.6.00 version of the NotificationEngine improves group notification processing and processes all notificationsasynchronously.

The Notification Engine provides a back-end workflow model for defining whichnotifications should be sent, based on events in the application.

To configure notifications, the primary option provided with the BMC RemedyITSM 7.6.00 Suite is exposed on the People form for support staff. Additional behind-the-scenes configuration is available through back-end forms, but youmust understand how all of the pieces fit together before attempting these types ofchanges.

The Notification Engine provides the following primary functions:

Determines notification recipients (group or individual).

Specifies the notification text.

Initiates the notification delivery (BMC Remedy Alert, email, or pager).

Logs the notification details.


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Notification Engine architecture

Notification Engine architecture

The BMC Remedy ITSM notification subsystem is available to all BMC RemedyITSM applications and is connected to the BMC Remedy Action Request System

(AR System) Email Engine.

Figure 1-1: Notification Engine architecture

Major components

The following major components make up the notification subsystem architecture:

System Events and Message Catalog—Defines notification events and

notification text.

System process control—Processes each notification event received fromvarious BMC Remedy ITSM modules.

Notification interface—Sends the formatted notification (alert, email, pager).

Notification audit—Audits each notification that is visible from the BMCRemedy ITSM modules.

Configuration settings and user preferences—Manages system defaultnotifications and user notification preferences.


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System Events and Message Catalog

The System Events and Message Catalog contains all valid notification eventdefinitions available in the notification subsystem. The following primary forms

make up this catalog: NTE:SYS-Define NT Events

NTE:CFG-Notification Events

SYS:Notification Messages

NTE:SYS-Define NT Events form

Notification events are defined in the NTE:SYS-Define NT Events form and arespecific to a BMC Remedy ITSM module (Incident, Problem, Change, Request,Purchase Requisition, Asset, and so on). Notification events are primarily

configured for internal support staff notification, which is indicated by the Yes flagin the Support Staff Event field.

When the Support Staff Event field is set to Yes, a corresponding record in theNTE:CFG-Notification Events form must specify the default preferences forthis notification event.

The notification is sent according to the system default preferences, unless youhave created your own entry for this event in NTE:CFG-Notification Events.

NOTE

User-defined events take precedence over system-defined events.

You can also use notification events for email notifications to customers who mightnot have a login ID or access to the application. To use notification events this way,set the Support Staff Event field to No.

WARNING

Remember that all customer notifications are sent by email. You cannot change thissetting without customization to the Notification Engine settings. If you installpatches or later versions of the BMC Remedy IT Service Management, back upyour work so that it is not overwritten by the installer. This warning applies to all customizations that you make to the Notification Engine.

NOTE

Because Problem Management is a process internal to the support organization,the Problem Management module has no customer notification events.


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System Events and Message Catalog

NTE:CFG-Notification Events form

The NTE:CFG-Notification Events form stores all system-wide and user-specific preferences for predefined internal (support staff) notification events.Preferences defined here include the notification method (email or alert), whether

a pager notification is sent, business hour usage, holiday usage, and whether themessage is a group or individual notification.

Additional application preferences are also available, such as including priority forIncident Management and Problem Management, or Timing for a Change typenotification.

SYS:Notification Messages form

The SYS:Notification Messages form contains the notification text for eachevent. The combination of Notification Message Tag, Locale, and Company fieldsmust be unique. The notification workflow uses the Notification Message Tag toidentify the specific message to be sent. You can associate each notification eventwith several notification messages for different companies and locales.

The Email Message Body field contains literal text as well as substitutionparameters—for example,#Incident Number#. Standard filter workflow searchesfor the substitution parameter and replaces it with the actual incident ticketnumber.

This form also displays the Support Staff Event flag to indicate whether thenotification message is intended for customers or support staff. However, thenotification workflow does not use this setting to determine the notificationpreferences to use when sending the notification. The actual filters supporting the

notification determine whether the notification preferences are hard-coded (forexample, always using email as the notification method, as with customernotifications) or retrieved from the NTE:CFG-Notification Events form (forexample, use the system default or user-defined notification method specified forthe recipient, as with support staff notifications).

You can modify notification text, so you can change the standard messagesprovided with the application or define different messages for specific companies.

NOTE

Do not modify the Mapping section of the notification message. The notificationsystem uses these mappings to identify what message to send, how to send themessage, and when it should send it. Your changes can break the workflow.However, you can create a new notification message in this form, but workflow tosupport the message must exist. Modifying the content of existing messagesinvolves configuration, but creating new messages (to be sent under conditions notalready defined by existing workflow) requires customization.


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In the message text fields, you can include field contents from the Source record(such as HPD:Help Desk). Fields that are filled by selection from drop-downmenus are displayed in the message text enclosed in #. Notification workflowtranslates these field variables into the actual field contents before sending thenotification message. Adding new fields not already in the drop-down menus

requires customization.

Notification system process control

The NTE:SYS-Process Control interface form receives notification eventrequests from BMC Remedy ITSM. TheNTE:SYS-Process Control interface formprocesses all notification events, as shown in Figure 1-2.

Figure 1-2: Notification events processes

NOTE

The NTE:SYS-Process Control form is the center of the Notification Engine; it iswhat initiates a notification.

During an initial submission or update of a record in one of the BMC Remedy ITmodules, workflow creates a record in the NT:SYS-NT Process Control form.This record is processed by the escalations listed in Table 1-1.

Table 1-1: NT:SYS-NT Process Control escalationsEscalation Description

SYS:NPC:ProcessHeldNotifications Processes notifications that are helddue to business hours and holidayprocessing.

SYS:NPC:TriggerGroupNotifications Processes group notifications.

SYS:NPC:TriggerNonGroupNotifications Processes individual notifications.


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Notification interface

When a new record is created in the NTE:SYS-NT Process Control form, filtersperform these tasks:

Verify the notification message exists in theSYS:Notification Messages formand that the message record is enabled.

Retrieve data from the source form (if the notification was sent from anassociation form).

Check business hours, business holidays, and notification preferences forsupport staff notifications.

Process on-call group notifications when the On-Call Group Flag is enabled.

Process group notifications by searching the Group membership table for groupnotifications.

Process individual notifications that are coming from the group notificationsprocessing above or that came in directly from an event.

Process messages by running translation workflow (that is, workflow thatreplaces tokens within the message text).

If the notification is successfully processed, the NT:SYS-NT Process Control record is deleted.

Notification interface

The NTE:Notifier form processes the formatted notification text and, based onnotification method, sends an alert, email, or page.

The NTE:Notifier form has workflow that performs a Run Process command tosend a page, create an email record in the AR System Email Messages form, orcreate an alert in the Alert Events form. This form has workflow that is triggeredon Window Open to redirect the user to the appropriate record (for example,incident, problem, change, and so on). For debugging purposes, you might need todisable this workflow to make sure that the notification record is correct.

The NTE:NTS:DefaultMethod_200_NT filter executes when no method is specifiedfor the notification, and it uses the notification recipient's default notificationmethod.

If email is the notification method, the email message includes ARTask and URLshortcuts to the record. The NTE:NTS:Email_200_SystemNT filter executes whenEmail is the default method specified for the notification. To remove the ARTaskand URL, clear the check boxes in this filter.

External email notifications (sent by theNTE:NTS:Email_200_Customer-NT filter)and email messages sent manually through the BMC Remedy ITSM 7.x EmailSystem (sent by the NTE:NTS:Email_200_Manual-NT filter) do not includeshortcuts.

There is a separate filter to process each notification method.

The NTE:Notifier record is deleted after the alert, email, or page is sent, and anaudit record is created.


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Notification audit

The NTE:Notifier Log form contains every notification (alert, email, and pager)sent from the subsystem. Notification records are written to the log every time the

system sends a notification. These entries appear in the application audit logs.

NOTE

Manually archive or delete entries periodically.

NOTE

The Notification Text and Email Message Body fields were unlimited in length.These fields are now limited to 3,964 bytes due to performance with Oracle®databases. The notification messages are still unlimited in length, but the audit logtruncates the values of these fields. If you are upgrading from 7.0.x, these recordswill be truncated.

So if you need to retain the entire message, we recommend retaining thesemessages on your email server.

Invoking the notification subsystem

Filters are triggered on certain application events. Filters populate data on thesource forms and then push data from the source forms to the NTE:SYS-NTProcess Control form for processing. One or more notification filters can trigger

a notification event. The contents of the Notification Message Tag field are passedto the NTE:SYS-NT Process Control form, so it must be unique and mustcorrespond to a notification message in the SYS:Notification Messages form.

The notification filters perform the following actions:

Populate data on the source forms.

Push data from the source forms to theNTE:SYS-NT Process control form forprocessing.

Set the Notification Message Tag and temp fields, and then create a record in theNTE:SYS-NT Process Control form.

The Notification Message Tag is the unique identifier for each notification eventand message. After the Notification Process Control record is created, thenotification fields on the source form are cleared.


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Notification transaction process

Notification transaction process

A notification transaction uses the major components of the 7.6.00 NotificationEngine, as shown in Figure 1-3.

Figure 1-3: Interaction of the major components in the 7.6.00 Notification Engine

Step 1 The NTE:SYS-NT Process Control form is the center of the Notification Engine.All notifications are pushed to this form first. Depending on which parameters areincluded, it determines whether the notification is a group notification or anindividual notification. Calling applications pass this information to theNTE:SYS-

NT Process Control form. This information includes details such as theapplication, the recipient of the notification, and information about the parentrecord.

Step 2 Escalations are run to process the pending notification events.

The application uses out-of-the-box escalation pools 1, 2, and 3 to enablemultithreading processing for the records contained in theNTE:SYS-NT ProcessControl form.

NTE: CFG-Notification

Events

CTM :People

Main Form

Notify SourceForm

SYS:NotificationMessages

NTE :CFG-PagerService Config

NTE :SYS -NT Process Control

NTE :Notifier

NTE :Notifier Log

Send Group ID or Login ID +Notification Message + Ticket Info

1

Get Messages Dataif Data Flag = Yes

3

Escalations

Group and individual notifications are triggeredasynchronously, using Escalation Pools

Escalation

Notifications marked forbusiness hoursare processed

Get Notification Message by Tag and Locale

All notifications aresent from this form

All notifications arewritten to this form

4Configuration form provides pager settingsand information for filter processing.

2

For both Group and Individual notifications, Get Notification Availability,User Locale Preferences, Notification Preferences,and On-Call Group Notification (Paging)

2


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NOTE

Escalation pools are enabled through the AR System Administration Console.BMC Remedy IT Service Management does not set the pooling automatically, sothe AR System Administrator must configure the escalation pools before runningthe notification process. If you do not properly configure the escalation pools, all

escalation workflow runs within escalation pool 1.

A single record created in theNTE:SYS-NT Process Control form is used for bothgroup and individual notifications. All group and individual notifications areprocessed asynchronously.

SYS:NPC:TriggerGroupNotifications runs every minute against theNTE:SYS-NT Process Control form for group notifications. This escalationruns within escalation pool 3.

SYS:NPC:TriggerNonGroupNotifications runs every minute against theNTE:SYS-NT Process Control form for individual notifications. This

escalation runs within escalation pool 2. SYS:NPC:ProcessHeldNotifications runs every 11 minutes to process

records held for business hours. This escalation runs within escalation pool 1.

Step 3 Individual processing gets the user's notification preferences, ticket information,and message from the Notification Messages catalog. Group processing expandsthe group list to individuals, and then runs the individual process.

Step 4 The NTE:Notifier sends the notification using the appropriate method (email,pager, or alert). If the notification is through email, NTE:Notifier workflowcreates a record in the AR System Email Messages form, which is processed by

the BMC Remedy Email Engine.


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Notification workflow

Notification workflow

When a notification event is triggered by an application event, workflow performsa series of checkpoints to determine whether the notification actually gets sent, as

shown in Figure 1-4. First, it looks at a person's notification preferences in theCTM:People form to see whether the specific notification has been enabled ordisabled. If it has been disabled, the notification is not sent.

Figure 1-4: Notification process flow

Next, if the notification has not been disabled for that user, the Notification Enginethen checks to see whether User or System Default events are enabled for the user.User events have precedence over System Default. If a user event for that specificnotification event does not exist (or it has been disabled), workflow looks for theSystem Default event. If a user event exists and is enabled, workflow looks at thespecific user notification criteria.

Finally, application events trigger notifications to be sent to groups or specificindividuals. Various notification events are installed with the applications in theNTE:CFG Notification Events form. Messages are stored in theSYS:Notification Messages form.

NotificationAvailability

YES

Notificationsuppressed

NO

CTM:People

SYS:NotificationMessages

Company &Enabled

Global &Enabled

NO

NTE:NotificationEvents

User &Enabled

System &Enabled

NO

NO

NO

YES

NotificationIssuance

Use notificationcriteria from USER

record

Use notificationcriteria from

SYSTEMDEFAULT record

YES

YES

Use COMPANYspecific

notificationmessage

Use GLOBALLYdefined

notificationmessage

YES


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Additional notification forms

In addition to the primary notification forms, the Notification Engine has thesupporting forms listed in Table 1-2.

Configuring notifications

Individual Notification preferences are configured on the CTM:People form foreach support person. Notification preferences vary by application or module, suchas BMC Remedy Asset Management and BMC Remedy Change Management, and by event, such as asset scheduled maintenance. Default notification preferencesare predefined for each module and event. If the default setting does not meet yourneeds, you can turn off a notification by setting Notification Availability to No.You can set the notification language for each notification message.

NOTE

User notification preferences override system notification preferences.

Table 1-2: Supporting notification forms

Form Description

NTE:ManualNotification

This display-only form is accessed from Incident orProblem forms and enables users to send ad-hoc emailnotifications. Entries are automatically deleted after theyare processed.

Note: This form is not used in 7.0.x. It is deprecated in the7.6.00 release.

NTE:CFG-Country CodeOption

This form is accessible from the Application AdministrationConsole (Custom Configuration > Foundation >Notification Engine > Country Code Option). It storescountry codes related to area codes for pager notifications.

NTE:CFG-NumericPager Prefix

This form is accessible from the Application AdministrationConsole (Custom Configuration > Foundation >Notification Engine > Numeric Pager Prefix). It storesnumeric identifiers related to application forms that areused to prefix messages sent to numeric pagers.

NTE:CFG-PagerService Config

This form is accessible from the Application AdministrationConsole (Custom Configuration > Foundation >Notification Engine > Pager Service). It stores pagerservices information that can be used by BMC Remedy

ITSM. You must configure pager services before you canselect this as a notification method in the CTM:People configuration form.

NTE:CFG-NT EventsNonSupport

This form is from previous versions of BMC Remedy for ITService Providers (ITSP) and is not used in BMC RemedyITSM 7.x.


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Configuring notifications

Globally modifying system default settings

You can globally modify the system default settings by retrieving the record for theNotification Event (for example, User) or the Notification Event Type of SystemDefault in the NTE:CFG-Notification Events form.

To globally modify system default settings

1 Open the NTE:CFG-Notification Events form and perform a global search forall records in the system.

2 To specify a default notification method for all users, select the appropriate valuefrom the Remedy Notification Mechanism menu (for example, Alert). If this valueis left blank, the Default Notification Mechanism specified on the user’s Peoplerecord is used.

3 To turn off group notifications (that is, send a notification only when an individualassignee is specified), set the Group Notifications flag to No. This settings can be

overridden individually by queue managers so that they are the only users toreceive notifications when no individual assignee is specified.

4 Save your changes to the records.

Modifying notification message text

The message text for predefined notifications is stored in the SYS:NotificationMessages form. Each message is uniquely identified by the combination ofNotification Message Tag and Locale.

You can modify the content of the fields listed in Table 1-3:

You can used field variables in the notification message text fields by enclosingthem in #. They are translated by workflow. Using field variables in notificationmessages other than the default text requires customization to create thecorresponding translation workflow.

You can configure the notification text for different companies by creating a newrecord and selecting the Company from the menu.

Table 1-3: Notification message text fields

Field Description

Pager Message Alpha Contains the text sent to an alphanumeric pager.

Notification Text Contains the text sent to BMC Remedy Alert.

Email Subject Line Contains the text included in the subject line of an emailnotification.

Email Message Body Contains the text included in the body of an emailnotification.

Status Controls whether notifications are sent:

Offline: Notifications not sent.

Enabled: Notifications are sent.

Define other settings as needed (for example, Proposed).


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NOTE

You should not modify the fields within the Mapping section of this form. Thenotification system uses these mappings to identify what message to send, how tosend the message, and when it should send it. Your changes can break theworkflow.

Configuring support group notifications

You can configure the system to send notifications to a support group email list,instead of just to individuals within a group. Also, you can disable groupnotifications by their support group.

Figure 1-5: Configuring support group notifications

The Notification Engine uses the same asynchronous process for both group andindividual notifications.

NOTE

For performance reasons, BMC recommends that you use the Group Email featureif the support group has 25 or more members. For more information aboutconfiguring support groups, see the BMC Remedy IT Service Management 7.6.00Configuration Guide.

Configuring Notification Engine escalationpools

To use escalation pools, configure the Escalation Max Threads count from thedefault value of 1 to 3 to take advantage of the optimized out-of-the-boxNotification Engine escalation pooling.


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Extending the Notification Engine escalation pools

To configure Notification Engine escalation pools

1 From a browser or BMC Remedy User, open the AR System AdministrationConsole.

2 Click System > General > Server Information.

3 Click the Ports and Queues tab.

Figure 1-6: Configuring escalation pools

4 Click in the Max Threads cell, and then specify the number of escalation pools (forexample, 3).

You can change the value to a maximum of 6.

5 Click OK.

Extending the Notification Engine escalationpools

The out-of-the-box Notification Engine uses three escalations (each within its ownescalation pool) to process the notification data within the NTE:SYS-ProcessControl form. Escalation pool 2 processes individual notifications and escalationpool 3 processes group notifications.


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The Notification Engine subsystem enables you to increase the number ofescalation pools for processing individual and group notifications.

Figure 1-7: Enabling multiple escalation pools to process individual and groupnotifications

You can extend the escalation pools by using the round-robin algorithm that is inthe following two filters:

NTE:NPC:SetNonGroupEscalationPool_010_Set`!

NTE:NPC:SetGroupEscalationPool_010_Set`!

These filters are disabled by default, but you can enable and customize them todefine additional escalation pools.

NOTE Enabling these filters is a customization of the Notification Engine subsystem. If

you install patches or later versions of BMC Remedy IT Service Management, backup your work so that it is not overwritten by the installer.

To have two escalation pools to process individual notifications and three moreescalation pools to process Group notifications, you must edit the filters. Thefollowing sections describe the workflow within these filters.


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Multithreading filter workflow forNTE:NPC:SetNonGroupEscalationPool_010_Set`!

To enable the proper sequence of the pools in the range between the EscalationPool Start Range and Escalation Pool End Range values, the Escalation Pool

Number field in the NTE:SYS-NT Process Control form is set by performing amodulo operation on the entry ID. The Escalation Pool Number value is then usedas part of the qualification of the escalation, so that a particular escalationprocesses only notification records that match the Escalation Pool Number value.

The modulo operation in the filter workflow finds the remainder of a (thedividend) by n (the divisor). The operation is represented as a%n.

a = the z1D Integer01 field, which is a sequential number ($LASTID$).

n = the z1D_GROUPMOD field, which is set by subtracting the Escalation PoolEnd Range from the Escalation Pool Start Range and adding 1.

As a result, the Escalation Pool Number = a%n + Escalation Pool Start Range.Incrementing a by 1 for every new Notification Process Control record makes surethat the Escalation Pool Number value follows a round-robin approach that startsat the Escalation Pool Start Range value and ends with the Escalation Pool EndRange value. For example, if you set the non-group (individual) escalations to runin escalation pools 2 and 3, the Escalation Pool Start Range is 2 and the EscalationPool End Range is 3. The Escalation Pool Number value for each NotificationProcess Control record sequences between 2 and 3.

The NTE:NPC:SetNonGroupEscalationPool_010_Set`! filter uses the workflowactions listed in Table 1-4:

Multithreading filter workflow forNTE:NPC:SetGroupEscalationPool_010_Set`!

The NTE:NPC:SetGroupEscalationPool_010_Set`! filter works much like theNTE:NPC:SetNonGroupEscalationPool_010_Set`! filter, except that groupescalation pools run in a round-robin fashion between escalation pool 4 andescalation pool 6.

Table 1-4: Workflow in NTE:NPC:SetNonGroupEscalationPool_010_Set`! filter

Action Description

Push Fields Creates the record in which to store the entry ID that is used tocalculate the Escalation Pool Number value. The $LASTID$ functionis used to get the entry ID number.

Set Fields z1D_NONGROUPMOD = (Escalation Pool End Range -Escalation Pool Start Range) + 1

z1D Integer01= $LASTID$

Set Fields EscalationPoolNumber = ($z1D Integer01$ %$z1D_NONGROUPMOD$) + Escalation Pool Start Range


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For example, if you set the group escalations to run in escalation pools 4 and 6, theEscalation Pool Start Range value is 4 and the Escalation Pool End Range value is6. The Escalation Pool Number value for each Notification Process Control recordsequences between 4 and 6.

The NTE:NPC:SetGroupEscalationPool_010_Set`! filter uses the workflow

actions listed in Table 1-5:

Setting up escalation workflow to process the multithreadedindividual and group notifications records

In addition to the filters, BMC Remedy IT Service Management provides escalationworkflow objects that you can enable for individual (non-group) and groupnotifications. These escalations serve as examples when enabling themultithreading filter workflow.

The following escalations process individual (non-group) notifications.

SYS:NPC:TriggerNonGroupNotificationsPool2





The following escalations process group notifications.

SYS:NPC:TriggerGroupNotificationsPool2





To continue the example of setting up two escalation pools to process individualnotification records and three escalation pools to process group notificationrecords, you must perform the following procedure to enable the escalationworkflow.

Table 1-5: Workflow in NTE:NPC:SetGroupEscalationPool_010_Set`! filter

Action Description

Push Fields Creates record to get entry ID that is used to calculate the EscalationPool Number. The $LASTID$ function is used to get the entry IDnumber.

Set Fields z1D_GROUPMOD = (Escalation Pool End Range -Escalation Pool Start Range) + 1

z1D Integer01= $LASTID$

Set Fields EscalationPoolNumber = ($z1D Integer01$ %$z1D_GROUPMOD$) + Escalation Pool Start Range


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To set up escalation workflow to process the multithreaded individual andgroup notification records

1 Log in to your server with BMC Remedy Developer Studio.

2 Disable the following escalations:

SYS:NPC:TriggerNonGroupNotifications

SYS:NPC:TriggerGroupNotifications

3 Enable the following escalations (as shown in Figure 1-8).






Figure 1-8: Enabling escalation in BMC Remedy Developer Studio

Figure 1-8 shows that the SYS:NPC:TriggerNonGroupNotificationsPool2 escalation processes only individual notification records in which theEscalationPoolNumber is set to 2. In turn, theSYS:NPC:TriggerNonGroupNotificationsPool3 escalation processesindividual notification records in which the EscalationPoolNumber is set to 3,and so on.


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The filter workflow in this example sets EscalationPoolNumber to 2, to 3, andthen back to 2, and so on, in a round-robin fashion when individual notificationrecords are created in the NTE:SYS-NT Process Control form. In the same way,the filter workflow sets the EscalationPoolNumber to 4, to 5, to 6, and then backto 4, and so on, when group notification records are created.

As a result, for every unique EscalationPoolNumber that is generated, you mustrun the escalation workflow to process the notification records. BMC recommendsthat you match the Escalation Pool Number within the escalation workflow tothe EscalationPoolNumber value in the records to simplify keeping track of theescalation pools.

Disabling notifications

Because workflow for customer notifications differs from support notifications,

the procedure for disabling differs between the two.

Disabling customer notifications

When disabling customer notification events in the NTE:SYS-Define NT Events form, you do not need to disable the corresponding messages in theSYS:Notification Messages form. This is because each customer notificationincludes the following filters:

The first filter checks whether the notification event is enabled.

If the first filter found the enabled notification event, the second filter starts the

notification process. Otherwise, it does nothing.

However, if you disable the associated messages in the SYS:NotificationMessages form, notification messages that are not being sent are easier to identify because administrators have to look at only a single form.

Disabling support staff notifications

You can disable support staff notifications in the SYS:Notification Messages form. There is no workflow associated with any status other than Enabled for allconfiguration data. Any record with the Status not set to Enabled is considered to

be disabled, from a workflow perspective. You must decide how you want to usethe provided status values and how you maintain the configuration data.


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Additional configuration options

Table 1-6 describes the recommended guidelines.

Additional configuration options

The following additional configuration options for Change Management andAsset Management notifications are available from the ApplicationAdministration Console.

The Change Management Rules form (Custom Configuration > ChangeManagement > Advanced Options > Rules) lets you configure the rules in whicha Change Manager and Change Assignee are notified, based on Change status.

NOTE

Out-of-the-box notifications to the Change Manager and Change Assignee are

configured only for the following change states: Request for Change, Planning InProgress, Scheduled for Approval, Canceled, Rejected, and Completed.

The Asset Management Rules form (Custom Configuration > AssetManagement > Advanced Options > Rules) lets you configure CI notificationsso that when a CI's status is set to a particular value, the person who uses,manages, or supports the CI is notified.

Table 1-6: Guidelines for disabled support staff notifications

Status Description

Proposed Data is part of a planned change to the configuration data but is not

yet in use in the current environment. For example, a notificationmessage has been entered and is awaiting approval before youenable it.

Enabled Data is used in the current environment. For example, anotification message is sent.

Offline Data is not being used. For example, a notification message is notenabled.


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Appendix

A BMC Remedy ITSMnotification eventsThis appendix lists all the notification events used in BMC Remedy ITSM 7.6.00.

The following topics are provided:

BMC Remedy Incident Management notification events (page 30)

BMC Remedy Problem Management notification events (page 32)

BMC Remedy Change Management notification events (page 34)

Release Management notification events (page 41)

Activity module notification events (page 41)

Task Management System notification events (page 42)

BMC Remedy Asset Management notification events (page 42)

License Management notification events (page 44)

Global notification events (page 45)


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BMC Remedy Incident Managementnotification events

Table A-1: BMC Remedy Incident Management notification events

Event Message tag Filter Description

Assignment HPD-INC-AssigneeAssignment

HPD:INC:NTAssignee_800_SetTag

Notifies the Assignee when the assignmentchanges and the Incident is not Resolved.

Assignment HPD-INC-GroupAssignment

HPD:INC:NTAsgGrp_805_SetTag

Notifies the Assigned Group when theassignment changes and the Incident is notResolved.

Assignment HPD-INC-ShiftGroupAssignment

HPD:INC:NTAsgShiftGrp_810_SetTag

Notifies the Assigned Group Shift when theassignment changes and the Incident is notResolved.

Cancellation HPD-INC-CustomerCancellationNT

HPD:INC:NTCustCancelled_857_SetTag

Notifies the customer when the status of theIncident is changed to Cancelled.

ChangeAssociations

HPD-CRQ-ChangeRequestStatus

HPD:HAS:NotifyICComplt-NPC_100_Push

Notifies the Assigned Group when the statusof an associated Change Request is changedto Completed.

Known ErrorSolution

HPD-PKE-PermanentSolutionDetermined

HPD:HAS:NotifyKnwnErrPermSoln_806_PNPC

Notifies the Incident Assignee or theAssigned Group when the Resolution of anassociated Known Error is modified.

Known ErrorWorkaround

HPD-PKE-TempWorkaroundD

etermined

HPD:HAS:NotifyKnwnErrTempSoln_NP

C_100_Push

Notifies the Incident Assignee or theAssigned Group when the Workaround of an

associated Known Error is modified.

OLA ResolutionEscalatedNotification

HPD-INC-AssigneeOLAResolutionEscalation

HPD:INC:NTOLAAssignee_886_SetTag

Notifies the Incident Assignee when theIncident is escalated for OLA resolution.

OLA ResolutionEscalatedNotification

HPD-INC-GroupAssignmentOLAResolutionEscalation

HPD:INC:NTOLAAssignGrp_885_SetTag

Notifies the Incident Assigned Group whenthe Incident is escalated for OLA resolution.

OwnershipAssignment

HPD-INC-OwnerAssignment

HPD:INC:NTOwner_800_SetTag

Notifies the Assigned Owner whenOwnership of the Incident has been set.

OwnershipAssignment

HPD-INC-GroupOwnerAssignment

HPD:INC:NTOwnerGrp_820_SetTag

HPD:INC:NTOwnerGrp_821_SetTag

Notifies the Assigned Owner Group whenOwnership Group of the Incident has beenset.

Note: Filter 821 runs on Submit and filter 820runs on Modify.

ProblemInvestigationAssociations

HPD-PBI-IncidentInvestigationAssociation

HPD:HAS:NotifyIncident_NPC_100_Push

Notifies the Assignee or the Assigned Groupwhen the Incident is associated to a ProblemInvestigation from the Problem Investigationform.


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BMC Remedy Incident Management notification events

ProblemInvestigationCompletion

HPD-PBI-InvestigationCompleted

HPD:HAS:NTPBIComplt_NPC_100_Push

Notifies the Assignee or the Assigned Groupwhen an associated Problem Investigation iscompleted.

RequesterIncident ReceiptConfirmation

HPD-INC-CustomerReceiptConfirmation

HPD:INC:NTCustConfirm_851_SetTag

Notifies the Requester when an open Incidentis submitted.

RequesterIncident Re-opened

HPD-INC-CustomerReOpenNT

HPD:INC:NTCustReOpen_855_SetTag

Notifies the Requester when an Incident thatwas Resolved is changed to open status.

RequesterIncidentResolution

HPD-INC-CustomerResolutionNT

HPD:INC:NTCustRes_853_SetTag

Notifies the Requester when an open Incidentis Resolved or Closed.

Requester

IncidentResolution

HPD-INC-

DirectContactResolutionNT

HPD:INC:NTDirect

ContactRes_853_SetTag

Notifies the Contact Person when an open

Incident is Resolved or Closed.

Resolution HPD-INC-AssigneeDuplicateResolution

HPD:INC:NTAssignee_845_DupRes-SetTag

Notifies the Assignee when the duplicateIncident is Resolved by the original Incident.

Resolution HPD-INC-GroupAssignedDuplicateResolution

HPD:INC:NTAsgGrp_846_DupRes-SetTag

Notifies the Assignee Group when theduplicate Incident is Resolved by the originalIncident.

Resolution HPD-INC-GroupOwnerDuplicateResolution

HPD:INC:NTOwnerGrp_841_DupRes-SetTag

Notifies Incident Owner Group when theduplicate Incident is Resolved by the originalIncident

Resolution HPD-INC-GroupOwnerResolution

HPD:INC:NTOwnerGrpRes_830_SetTag

Notifies Incident Owner Group when theIncident has been resolved.

Resolution HPD-INC-OwnerDuplicateResolution

HPD:INC:NTOwner_840_DupRes-SetTag

Notifies Incident Owner when the duplicateIncident is Resolved by the original Incident.

Resolution HPD-INC-OwnerResolution

HPD:INC:NTOwnerRes_825_SetTag

Notifies Incident Owner when the Incidenthas been resolved.

SLA ResolutionEscalation

HPD-INC-GroupAssignmentSLAResolutionEscalat

ion

HPD:INC:NTSLAAssignGrp_881_SetTag

Notifies Incident assignee group when theIncident has escalated for SLA resolution.


HPD-INC-AssigneeSLAResolutionEscalation

HPD:INC:NTSLAAssignee_884_SetTag

Notifies Incident assignee when the Incidenthas escalated for SLA resolution.


HPD-INC-SVTMgrGroupAssignmentResolutionEscalation

HPD:INC:NTSVTMgrAssignGrp_888_SetTag

Notifies Incident Owner Group when theIncident has been escalated for service targetresolution.

Table A-1: BMC Remedy Incident Management notification events (Continued)



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BMC Remedy Problem Management

notification events


HPD-INC-SVTMgrOwnerGroupResolutionEscalatio

n

HPD:INC:NTSVTMgrOwnerGrp_890_SetTag

Notifies the Incident Manager of the OwnerGroup when the Incident begins SLAescalation.


HPD-INC-SVTOwnerResolutionEscalation

HPD:INC:NTSVTrOwner_883_SetTag

Notifies the Incident Owner when theIncident is escalated for resolution accordingto the terms of the SLA.


HPD-INC-SVTOwnerGroupResolutionEscalation

HPD:INC:NTSVTOwnerGrp_882_SetTag

Notifies the Incident Owner Group when theIncident is escalated for resolution accordingto the terms of the SLA.

UnavailabilityRestored

AST-HPD-NotifyIncidentCIUARestored

INT:ASTHPD:AAA:NotifyCIUARestored_Incident_120_SubmitNTE

Notifies the Incident Assignee or AssignedGroup (if Assignee is blank) that the relatedCI Unavailability record has been restored(that is, the outage has been resolved), when

a CI Unavailability record is set to Restored.

The Notification is sent only to Assignees ofIncidents that are related to the CIUnavailability record.

VendorAssignment

HPD-INC-VendorAssignmentNT

HPD:INC:NTVendorAssignment_861_SetTag

Notifies Vendor Support Group.

Table A-1: BMC Remedy Incident Management notification events (Continued)


Table A-2: BMC Remedy Problem Management notification events


UnavailabilityRestored

AST-PBI-NotifyInvestigationAssigneeCIUARestored

INT:ASTHPD:AAA:NotifyCIUARestored_Incident_120_SubmitNTE

Notifies the Problem Investigation Assigneethat the related CI Unavailability has beenrestored.

Unavailability

Restored

AST-PBI-

NotifyInvestigationManagerCIUARestored

INT:ASTPBM:AAA:

NotifyCIUARestored_Investigaton_120_SubmitNTEManager

Notifies the Problem Investigation Problem

Manager that the related CI Unavailabilityhas been restored.

SolutionAssignment

PBM-KDB-AssigneeGroupAssignment

PBM:KDB:AssigneeGrp_810_SetTag

Notifies the Assigned Group that theSolution assignment information haschanged and there is no individual assignee.

SolutionAssignment

PBM-KDB-AssigneeIndivAssignment

PBM:KDB:AssigneeIndiv_810_SetTag

Notifies the Assignee that the Solutionassignment information has changed.


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BMC Remedy Problem Management notification events

ProblemAssignment

PBM-PBI-ProblemGroupAssignment

PBM:PBI:AssgnGrp_810_SetTag

Notifies the Assigned Group that theProblem Investigation assignmentinformation has changed and there is no

individual assignee.

ProblemAssignment

PBM-PBI-ProblemAssigneeAssignment

PBM:PBI:AssgnInd_810_SetTag

Notifies the Assignee that the ProblemInvestigation assignment information haschanged.

ProblemCancelled

PBM-PBI-ProblemInvestigationRequesterCancellation

PBM:PBI:Cancelled_830_Requester-SetTag

Notifies the Requester that the ProblemInvestigation has been cancelled by theProblem Manager.

ProblemCompleted

PBM-PBI-ProblemInvestigationManagerGroupCom

pletion

PBM:PBI:Completed_820_PBMMgrGrp-SetTag

Notifies the Problem Manager Group thatthe Problem Investigation has beencompleted and there is no individual

Problem Manager.

ProblemCompleted

PBM-PBI-ProblemInvestigationManagerCompletion

PBM:PBI:Completed_820_PBMMgr-SetTag

Notifies the Problem Manager that theProblem Investigation has been completed.

ProblemCompleted

PBM-PBI-ProblemInvestigationRequesterCompletion

PBM:PBI:Completed_830_Requester-SetTag

Notifies the Requester that the ProblemInvestigation has been completed.

ProblemManagerAssignment

PBM-PBI-ProblemManagerAssignment

PBM:PBI:PBMMgr_800_SetTag

Notifies the Problem Manager that theProblem Manager assignment informationhas changed.

ProblemManagerAssignment

PBM-PBI-ProblemManagerGroupAssignment

PBM:PBI:PBMMgrGrp_800_SetTag

Notifies the Problem Manager Group thatthe Problem Manager assignmentinformation has changed and there is noindividual assignee.

ChangeCompleted

PBM-PAS-AssigneeAssociatedChangeCompletion

PBM:PAS:NTICComplt_803_Ass-PNPC

Notifies the Problem Assignee that a changerequest related to the Problem Investigationhas been completed.

ChangeCompleted

PBM-PAS-ManagerAssociatedChangeCompletion

PBM:PAS:NTICComplt_802_Mgr-PNPC

Notifies Problem Manager that an related tothe Problem Investigation has beencompleted.

Known ErrorAssignment PBM-PKE-GroupAssignment PBM:PKE:AssgneeGrpChg_803_SetTag Notifies the Assigned Group that theKnown Error assignment information haschanged and there is no individual assignee.

Known ErrorAssignment

PBM-PKE-AssigneeAssignment

PBM:PKE:AssgneeIndChg_802_SetTag

Notifies the Assignee that the Known Errorassignment information has changed.

Table A-2: BMC Remedy Problem Management notification events (Continued)



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BMC Remedy Change Managementnotification events

Known ErrorManagerAssignment

PBM-PKE-ProblemManagerAssignment

PBM:PKE:PBMMgrChg_800_SetTag

Notifies the Problem Manager that theKnown Error Problem Manager assignmentinformation has changed.

Known ErrorManagerAssignment

PBM-PKE-ProblemManagerGroupAssignment

PBM:PKE:PBMMgrGrpChg_801_SetTag

Notifies the Problem Manager that theKnown Error Problem Manager assignmentinformation has changed and there is noindividual assignee.

Table A-2: BMC Remedy Problem Management notification events (Continued)


Table A-3: BMC Remedy Change Management notification events


RequesterChangeCancellation

CHG-CRQ-Customer-CancellationNotification

CHG:CRQ:NTCustCancel_858_SetTag

Notifies the customer that the change requestis set to the Cancelled status.


CHG-CRQ-RequesterNonSG-CancellationNotification

CHG:CRQ:StatusCancelled_858_RqsternonSupportGrp-SetTag

Notifies the requester that the change requestis set to the Cancelled status.


CHG-CRQ-Requester-CancellationNotification

CHG:CRQ:StatusCancelled_858_Rqster-SetTag

Notifies the Requester that the changerequest is set to the Cancelled status.

RequesterCompletion

CHG-CRQ-Customer-CompletionNotification

CHG:CRQ:NTCustCompletion_855_SetTag

Notifies the customer that the change requestis set to the Completed status.

RequesterChange ReceiptConfirmation

CHG-CRQ-Customer-ReceiptConfirmation

CHG:CRQ:NTCustConfirm_803_SetTag

Notifies the customer that a change requesthas been submitted.

RequesterChangeScheduled

CHG-CRQ-Customer-ScheduledNotification

CHG:CRQ:NTCustScheduled_850_SetTag

Notifies customer that the change request isset to the Scheduled status.

RequesterChange Re-scheduled

CHG-CRQ-RequesterNonSG-RFCRescheduled

CHG:CRQ:StatusDraftNonSupportGrpSetTag_110_Submit

Notifies Requester that the change requesthas been rescheduled.

RequesterChange Re-scheduled

CHG-CRQ-Requester-RFCRescheduled

CHG:CRQ:StatusDraftSetTag_100_Submit

Notifies Requester that the change requesthas been rescheduled.


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BMC Remedy Change Management notification events

RequesterRejection

CHG-CRQ-RequesterNonSG-RFCReturnedtoDraft

CHG:CRQ:StatusDraftNonSupportGrpSetTag_130_Submit

Notifies Requester that the change requesthas been returned to the Draft status.

RequesterRejection

CHG-CRQ-Requester-RFCReturnedtoDraft

CHG:CRQ:StatusDraft-SetTag_120_Submit

Notifies Requester that the change requesthas been returned to the Draft status.

ChangeAssigneeAssignment

CHG-CRQ-Assignee-Group&IndividualReassignment

CHG:CRQ:ChgAssignee-ReassignSetTag_330_Submit

Notifies change assignee that a change has been reassigned to him.

ImplementerAssignment

CHG-CRQ-Implementer-Group&IndividualReassignment

CHG:CRQ:ChgImplementerReassignSetTag_340_Submit

Notifies change implementer that a changehas been reassigned to him.

ChangeManagerAssignment

CHG-CRQ-Manager-Group&IndividualReassignment

CHG:CRQ:ChgMgrReassignSetTag_350_Submit

Notifies change manager that a change has been reassigned to him.

ChangeAssigneePlanning

CHG-CRQ-AssigneeGroup-PIPAcceptedGroupAssignment

CHG:CRQ:StatusPIPAcceptedCAGrpSetTag_200_Submit

Notifies change assignee group that thechange request is set to the Planning InProgress status.

ChangeAssignee LatentCompletion

CHG-CRQ-Assignee-PIPAcceptedAssign

ment

CHG:CRQ:StatusPIPAcceptedCASetTag_180_Submit

Notifies change assignee group that thechange request is set to the Planning InProgress status.

ChangeAssignee LatentCompletion

CHG-CRQ-Assignee-LatentCompletionNotification

CHG:CRQ:LatentCHGCloseCASetTag_360_Submit

Notifies change assignee that a change has been completed as a latent change.

ChangeManager LatentCompletion

CHG-CRQ-Manager-LatentCompletionNotification

CHG:CRQ:LatentCHGCloseCMSetTag_370_Submit

Notifies change manager that a change has been completed as a latent change.

ChangeManager Re-

scheduled

CHG-CRQ-ManagerGroup-

RescheduledRFCGroupAssignment

CHG:CRQ:ReSchRFCCABGrpSetTag_40

0_Submit

Notifies change manager group of changemanager assignment for a rescheduled

change request.

ChangeManager Re-scheduled

CHG-CRQ-Manager-RescheduledRFCAssignment

CHG:CRQ:ReSchRFCCABMgrSetTag_380_Submit

Notifies change manager of change managerassignment for a rescheduled change request.

ChangeAssignee Re-scheduled

CHG-CRQ-AssigneeGroup-RescheduledRFCGroupAssignment

CHG:CRQ:ReSchRFCChgAssgnGrpSetTag_410_Submit

Notifies change assignee group of assignmentfor a rescheduled change request.

Table A-3: BMC Remedy Change Management notification events (Continued)



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ChangeAssigneeScheduled

CHG-CRQ-Assignee-RescheduledRFCAss

ignment

CHG:CRQ:ReSchRFCChgAssgnSetTag_390_Submit

Notifies change assignee of assignment for arescheduled change request.

Approval CHG-CRQ-Manager-ApprovalRejected

CHG:CRQ:NotifyOnRejectApproval-CM

Notifies the assignee that the change has beenrejected during an approval phase.

Approval CHG-CRQ-ManagerGroup-ApprovalRejected

CHG:CRQ:NotifyOnRejectApproval-CMGrp

Notifies the assignee group that the changehas been rejected during an approval phase.

ChangeManager NextDependentChange

CHG:CRQ:NotifySupDepChgClos_795_NO

CHG:CRQ:NotifySupDepChgClos_795_NO

Notifies the change supervisor that previousdependent (with lower sequence number)changes have been resolved.

Note: This filter is disabled by default.Non-ApprovalInformation

CHG-NAN-InformationalNonApprovalNTForGroup

APR:NAN:NotifyGroup_820`!

Notifies non-approver group that the changerequest has completed an approval processphase.

Note: This special filter is used with approvalsfor performing notifications.

Non-ApprovalInformation

CHG-NAN-InformationalNonApprovalNTForIndividual

APR:NAN:NotifyIndividual_810_NotifType`!

Notifies non-approver (support individual)that the change request has completed anapproval process phase.


Non-ApprovalInformation

CHG-NAN-InformationalNonApprovalNTForIndividual

APR:NAN:NotifyIndividual_810`!

Notifies non-approver (non-supportindividual) that the change request hascompleted an approval process phase.


ChangeAssigneeCompletion

CHG-CRQ-Assignee-Group&IndividualCompletionNotification

CHG:CRQ:StatusCompleted_855_CA+CAGrp-SetTag

Notification to change assignee group thatthe change request is set to the Completedstatus.


CHG-CRQ-Assignee-Group&IndividualFinalReviewCompleted

CHG:CRQ:StatusCompletedWReason_855_CA+CAGrp-SetTag

Notification to change assignee that thechange request is set to the Completed statusand the change request status reason is FinalReview Complete.

ChangeManagerCompletion

HG-CRQ-Manager-Group&IndividualCompletionNotification

CHG:CRQ:StatusCompleted_855_CM+CMGrp-SetTag

Notification to change manager that thechange request is set to the Completed status.




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CHG-CRQ-Manager-Group&IndividualFi

nalReviewCompleted

CHG:CRQ:StatusCompletedWReason_855_CM+CMGrp-

SetTag

Notification to change manager that thechange request is set to the Completed statusand the change request status reason is Final

Review Complete.

RequesterCompletion

CHG-CRQ-RequesterNonSG-ChangeCompletionNotification

CHG:CRQ:StatusCompleted_855_RqsterNonSupportGrp-SetTag

Notification to Requester that the changerequest is set to the Completed status.

RequesterCompletion

CHG-CRQ-Requester-ChangeCompletionNotification

CHG:CRQ:StatusCompleted_855_Rqster-SetTag

Notification to Requester that the changerequest is set to the Completed status.

Change

ManagerPredecessorCompletion

CHG-CRQ-

PredecessorStatusInf ormation

CHG:CHA:NotifyID

Complt_801_PNPC

Notifies change manager of a predecessor

Change completion.

ChangeAssignee Pre-planning

CHG-CRQ-AssigneeGroup-RFCGroupAssignment

CHG:CRQ:StatusRFCCAGrpSetTag_150_Submit

Notifies change assignee group that thechange request is set to the Request forChange status.

Note: You can configure this setting in thechange configuration rules.

ChangeAssignee Pre-planning

CHG-CRQ-Assignee-RFCAssignment

CHG:CRQ:StatusRFCCASetTag_140_Su

bmit

Notifies change assignee that the changerequest is set to the Request for Changestatus.


ChangeManager Pre-planning

CHG-CRQ-ManagerGroup-RFCGroupAssignment

CHG:CRQ:StatusRFC_815_CMGrp-SetTag

Notifies change manager group that thechange request is set to the Request forChange status.


ChangeManager Pre-planning

CHG-CRQ-Manager-RFCAssignment

CHG:CRQ:StatusRFCCMSetTag_160_Su

bmit

Notifies change manager that a changerequest is set to the Request for Changestatus.


ChangeManagerPlanning

CHG-CRQ-ManagerGroup-PIPAcceptedGroupAssignmen

CHG:CRQ:StatusPIPAcceptedCMGrpSetTag_220_Submit

Notifies change manager group that thechange request is set to the Planning inProgress status.





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ChangeManagerPlanning

CHG-CRQ-Manager-PIPAcceptedAssign

ment

CHG:CRQ:StatusPIPAcceptedCMSetTag_190_Submit

Notifies change manager that the changerequest is set to the Planning in Progressstage.


ChangeAssigneePlanning

CHG-CRQ-AssigneeGroup-PIPAssignedGroupAssignment

CHG:CRQ:StatusPIPAssignedCAGrpSetTag_230_Submit

Notifies change assignee group that thechange request is set to the Planning inProgress status.


ChangeAssigneeAssignment

CHG-CRQ-Assignee-PIPAssignedAssign

ment

CHG:CRQ:StatusPIPAssigned_817_CA-SetTag

Notifies change assignee that the changerequest is set to the Planning in Progressstatus.


ImplementerAssignment

CHG-CRQ-ImplementerGroup-PIPAssignedGroupAssignment

CHG:CRQ:StatusPIPAssignedCImpGrpSetTag_240_Submit

Notifies change implementer group that thechange request is set to the Planning inProgress status.

ChangeManagerAssignment43

CHG-CRQ-ManagerGroup-PIPAssignedGroupAssignment

CHG:CRQ:StatusPIPAssignedCMGrpSetTag_250_Submit

Notifies change manager group that thechange request is set to the Planning inProgress status.

Note: You can configure this setting in the

change configuration rules.ChangeManagerAssignment

CHG-CRQ-Manager-PIPAssignedAssignment

CHG:CRQ:StatusPIPAssigned_817_CSetTag

Notifies change manager that the changerequest is set to the Planning in Progressstatus.


ChangeAssigneeScheduled ForReview

CHG-CRQ-AssigneeGroup-SFRGroupNotification

CHG:CRQ:StatusSchedForRevCAGrpSetTag_260_Submit

Notifies change assignee group that thechange request is set to the Scheduled ForReview status.

Change

AssigneeScheduled ForReview

CHG-CRQ-

Assignee-SFRNotification

CHG:CRQ:StatusSch

edForRevCA_818_SetTag

Notifies change assignee that the change

request is set to the Scheduled For Reviewstatus.

ChangeManagerScheduled forReview

CHG-CRQ-ManagerGroup-SFRGroupNotification

CHG:CRQ:StatusSchedForRevCMGrpSetTag_280_Submit

Notifies change manager group that thechange request is set to the Scheduled ForReview status.


CHG-CRQ-Manager-SFRNotification

CHG:CRQ:StatusSchedForRevCMSetTag_270_Submit

Notifies change manager that the changerequest is set to the Scheduled For Reviewstatus.




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ChangeAssigneeScheduled For

Review

CHG-CRQ-AssigneeGroup-SFRWithTaskGroup

Notification

CHG:CRQ:StatusSchedForRevCAGrpWithTskSetTag_290_Su

bmit

Notifies change assignee group that thechange request is set to the Scheduled ForReview status. This request includes a task.

ChangeAssigneeScheduled ForReview

CHG-CRQ-Assignee-SFRWithTaskNotification

CHG:CRQ:StatusSchedForRevCAWithTskSetTag_300_Submit

Notifies change assignee that the changerequest is set to the Scheduled For Reviewstatus. This request includes a task.


CHG-CRQ-ManagerGroup-SFRWithTaskGroupNotification

CHG:CRQ:StatusSchedForRevCMGrpWithTskSetTag_310_Su

bmit

Notifies change manager group that thechange request is set to the Scheduled ForReview status. This request includes a task.

ChangeAssignee

Assignment

CHG-CRQ-Assignee-

Group&IndividualReassignment

CHG:CRQ:StatusSchedForRevCMWithTs

kSetTag_320_Submit

Notifies change manager that the changerequest is set to the Scheduled For Review

status. This request includes a task.

ImplementerPlanning

CHG-CRQ-Implementer-PIPAssignedAssignment

CHG:CRQ:StatusPIPAssignedCImpSetTag_210_Submit

Notifies change implementer that the changerequest is set to Planning in Progress andstatus reason is Assigned, or the changerequest is set to Planning in Progress and thestatus reason is set to Assigned fromAccepted. This request does not include atask.

ImplementerScheduled

CHG-CRQ-ImplementerGroup-

ScheduledGroupAssignment

CHG:CRQ:StatusScheduled_850_CImpGr

p-SetTag

Notifies change implementer group that thechange request is set to the Scheduled status.

ImplementerScheduled

CHG-CRQ-Implementer-ScheduledAssignment

CHG:CRQ:StatusScheduled_850_CImp-SetTag

Notifies change implementer the changerequest is set to the Scheduled status.

ChangeAssigneeScheduled

CHG-CRQ-AssigneeGroup-ScheduledNoImpactGroupNotification

CHG:CRQ:StatusScheduledNoImpct_850_CAGrp-SetTag

Notifies change assignee group that the NoImpact change request is set to the Scheduledstatus.

Change

AssigneeScheduled

CHG-CRQ-

Assignee-ScheduledNoImpactNotification

CHG:CRQ:StatusSch

eduledNoImpct_850_CA-SetTag

Notifies change assignee that the No Impact

change request is set to the Scheduled status.

ChangeManagerScheduled

CHG-CRQ-ManagerGroup-ScheduledNoImpactGroupNotification

CHG:CRQ:StatusScheduledNoImpct_850_CMGrp-SetTag

Notifies change manager group that the NoImpact change request is set to the Scheduledstatus.

ChangeManagerScheduled

CHG-CRQ-Manager-ScheduledNoImpactNotification

CHG:CRQ:StatusScheduledNoImpct_850_CSetTag

Notifies change manager group that the NoImpact change request is set to the Scheduledstatus.




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CHG-CRQ-RequesterNonSG-ScheduledNotificati

on

CHG:CRQ:StatusScheduled_850_RqsterNonSupportGrp-

SetTag

Notifies non-support staff member that thechange request is set to the Scheduled status.


CHG-CRQ-Requester-ScheduledNotification

CHG:CRQ:StatusScheduled_850_Rqster-SetTag

Notifies member of the support staff that thechange request is set to the Scheduled status.


CHG-CRQ-Assignee-Group&IndividualFinalReviewCompleted

CHG:CRQ:StatusCompletedWReasonWTsk_856_CA+CAGrp-SetTag

Notifies change assignee that the changerequest is set to the Completed status with astatus reason of Final Review Complete. Alltasks in the request have been completed.



CHG-CRQ-Manager-Group&IndividualFinalReviewCompleted

CHG:CRQ:StatusCompletedWReasonWTsk_856_CM+CMGrp-SetTag

Notifies change manager that the changerequest is set to the Completed status with astatus reason of Final Review Complete. Alltasks in the request have been completed.



CHG-CRQ-Assignee-Group&IndividualCompletionWithTask

Notification

CHG:CRQ:StatusCompletedWTsk_856_CA+CAGrp-SetTag

Notifies change assignee that the changerequest is set to the Completed status. Alltasks in the request have been completed.

Note: You can configure this setting in the

change configuration rules.


CHG-CRQ-Manager-Group&IndividualCompletionWithTaskNotification

CHG:CRQ:StatusCompletedWTsk_856_CM+CMGrp-SetTag

Notifies change manager that the changerequest is set to the Completed status. Alltasks in the request have been completed.





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Release Management notification events

Release Management notification events

The following notification events are related to release management. Configure therules in which the support staff is notified in the Release Notification Rules form.

For example, you can configure that the release manager is notified when theMilestone of a release is set to Planning and the Status is set to Planning Approval.For more information, see the BMC Remedy IT Service Management 7.6.00Configuration Guide.

Activity module notification events

The following notification events are related to the activity module. Configure therules in which the support staff is notified in the Activity Notification Rules form.For more information, see the BMC Remedy IT Service Management 7.6.00

Configuration Guide.

Table A-4: Release Management notification events


ReleaseAssigned

RMS-APR-ApprovalNTForIndividual

Not Applicable Notifies support staff individual that a releasehas been assigned to him or her.

Release Updated RMS-RLM_Requester-ReleaseCompletionNotification

Not Applicable Notifies requester that the release request has been completed by the support staff.

Table A-5: Activity module notification events


ActivityAssigned

AAS_AAS_Assigned_Group

Not Applicable Notifies support staff group that an activityhas been assigned to them.

ActivityAssigned

AAS_AAS_Assigned_Individual

Not Applicable Notifies support staff individual that anactivity has been assigned to him or her.

Activity StatusChanged

AAS_AAS_StatusChanged

Not Applicable Notifies support staff that the status of anactivity has been changed.


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Task Management System notification events

BMC Remedy Asset Management notification

events

Table A-6: Task Management System notification events

Event Message tag Filter DescriptionTask Assigned TMS_TAS_Assigned

_IndividualTMS:TAS:Assignment_StartPostAssignmentProcess

Notifies assignee when the assignment enginemodifies the task and the Assignee+ field isnot empty. No notifications are sent to theassignee group.

Task Assigned TMS_TAS_Assigned_Individual

TMS:TAS:Assignment_StartManualAssignmentProcess

Notifies assignee when you modify a task ifyou enter a different assignee from theAssignee+ field. The new assignee cannotmatch the previous assignee. No notificationsare sent to the assignee group.

Task Assigned TMS_TAS_Assigned

_Individual

TMS:TAS:Assignme

nt_StartManualAssignmentProcess_Submit

Notifies assignee when creating a task if you

enter an assignee in the Assignee+ field. Nonotifications are sent to the assignee group.

Task StatusChanged

TMS_TAS_StatusChanged

TMS:TAS:StatusChangedCallNotifyGuide

Notifies assignee when you modify a task andchange its status. If there is no assigneespecified in the Assignee+ field, the assigneegroup is notified.

Table A-7: Asset Management notification events


Approval AST-APR-ApprovalNTForIndividual

AST:ARD:NewApprovalNotification-ParseApprovers-NotifySupport`!

Notifies the requester’s manager that apurchase requisition requires approval.

Asset ScheduledMaintenance

AST-AVI-AssetScheduledMai

ntenance

AST:Asset ScheduleView_NotifyofExpir

e04_Asset

Notifies Asset Manager of next scheduledmaintenance/audit date for an Asset.

Bulk InventoryReorder

AST-AIQ-BulkInventoryReorder

ASI:AIQ:NotifyReorder_803

Notifies either Group Owner or InventoryOwner that a bulk item needs to be reordered.

CI Status Change AST-SHR-ConfigItemStatusChange

ASI:AEO:NotifyPeople_850_`!

Notifies individual or group when a CIchanges key attributes, such as status orcategorization.

ConfigurationItem Approval

AST-ANF-ConfigurationItemApproval

AST:ANF:StartApprovalProcess_600

Notification message is hard coded in thisfilter. Message tag in SYS:NotificationMessages form is not used.


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BMC Remedy Asset Management notification events

ConfigurationScheduledMaintenance

AST-AVI-ConfigurationScheduledMaintenance

AST:AVI:NotifyofExpire_804_Asset

Notifies Asset Notification Contract of nextscheduled maintenance date for aconfiguration.

ContractExpiration

AST-CON-OwnerGroup-ContractExpiry

AST:CTB:SendExpiredMsgGrp04`!

Notifies the Contract Owner Group when thecurrent date is later than the Contract ExpiryDate.

ContractExpirationWarning

AST-CON-OwnerGroup-ContractExpiryWarning

AST:CTB:NotifyofExpire04`!

AST:CTB:NotifyofExpireGroup04`!

Notifies the Contract Owner Group orIndividual when the current date is within thespecified number of days of the ContractExpiry Date.

ResolutionEscalation

AST-AOT-AssigneeOLAResolutionEscalation

AST:AOT:NTOLAAssignee_812_SetTag

Notifies the designated group or individualwhen an Unavailability record is not Restoredand the time allotted for resolution by thecorresponding OLA has elapsed.


AST-AOT-GroupOLAResolutionEscalation

AST:AOT:NTOLAAssignGrp_815_SetTag

Notifies the assigned group when anUnavailability record is escalated for OLAresolution.


AST-AOT-AssigneeSLAResolutionEscalation

AST:AOT:NTSLAAssignee_816_SetTag

Notifies the assignee when an Unavailabilityrecord is escalated for SLA resolution.


AST-AOT-GroupSLAResolutionEscalation

AST:AOT:NTSLAAssignGrp_811_SetTag

Notifies the assignee group when anUnavailability record is

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