bmc remedy it service management - itsm notification engine

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BMC Remedy IT ServiceManagement NotificationEngine Guide

Supporting

BMC Remedy Asset Management version 7.6.04

BMC Remedy Change Management version 7.6.04

BMC Remedy Service Desk version 7.6.04

January 2011

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4 BMC Remedy IT Service Management Notification Engine Guide

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Contents

Chapter BMC Remedy ITSM Notification Engine 7

Notification Engine overview .........................................................................................7Notification Engine architecture .....................................................................................8

System Events and Message Catalog .............................................................................9

NTE:SYS-Define NT Events form ........................................................................9

NTE:CFG-Notification Events form ..................................................................10SYS:Notification Messages form ........................................................................10

Notification system process control .............................................................................11Notification interface ......................................................................................................13

Notification audit ............................................................................................................13Invoking the notification subsystem ............................................................................14

Notification transaction process ...................................................................................15

Notification workflow ....................................................................................................16Additional notification forms .......................................................................................17

Configuring notifications ...............................................................................................18

Globally modifying system default settings ....................................................18Modifying notification message text .................................................................19

Configuring support group notifications .........................................................20Configuring Notification Engine escalation pools .....................................................21

Extending the Notification Engine escalation pools ..................................................22

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

Multithreading filter workflow forNTE:NPC:SetGroupEscalationPool_010_Set`! .................................................24Setting up escalation workflow to process the multithreaded individual andgroup notifications records ................................................................................25

Disabling notifications ...................................................................................................27Disabling customer notifications .......................................................................27

Disabling support staff notifications .................................................................27

Additional configuration options .................................................................................28

Appendix A BMC Remedy ITSM notification events 29

BMC Remedy Incident Management notification events .........................................29BMC Remedy Problem Management notification events .........................................32

BMC Remedy Change Management notification events ..........................................33Release Management notification events ....................................................................40

Contents 5


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Activity module notification events .............................................................................40

Task Management System notification events ...........................................................40

BMC Remedy Asset Management notification events ..............................................41License Management notification events ....................................................................43

Global notification events ..............................................................................................44



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BMC Remedy ITSM NotificationEngine

This chapter helps you understand the BMC Remedy IT Service RequestManagement (BMC Remedy ITSM) Notification Engine.

Notification Engine overviewThis guide describes the major components and process flow of BMC Remedy ITService Management (BMC Remedy ITSM) Notification Engine. By understandinghow all of the pieces work together, you can intelligently change the defaultconfiguration or make any necessary customizations to meet your organization'sneeds. .

Note

This guide is an addendum to the BMC Remedy IT Service Request Management Administration Guide.

To improve performance and scalability, the 7.6.04 version of the Notification Engineimproves 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 7.6.04 Suite is exposed on the People form for support staff. Additional behind-the-scenes configuration is available through back-end forms, but you mustunderstand how all of the pieces fit together before attempting these types of changes.

The Notification Engine provides the following primary functions:

1

Chapter 1 BMC Remedy ITSM Notification Engine 7


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■ Determines notification recipients (group or individual).

■ Specifies the notification text.

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

■ Logs the notification details.

Notification Engine architectureThe 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: 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.

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■ System process control—Processes each notification event received from variousBMC Remedy ITSM modules.

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

■ Notification audit—Audits each notification that is visible from the BMC RemedyITSM modules.

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

System Events and Message Catalog

The System Events and Message Catalog contains all valid notification eventdefinitions available in the notification subsystem. The following primary formsmake 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 configuredfor internal support staff notification, which is indicated by the Yes flag in theSupport 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 for this

notification event.

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

Note

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




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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.

W RNING

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 up yourwork so that it is not overwritten by the installer. This warning applies to allcustomizations that you make to the Notification Engine.

Note

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

NTE:CFG-Notification Events form

The NTE:CFG-Notification Events form stores all system-wide and user-specificpreferences for predefined internal (support staff) notification events. Preferencesdefined here include the notification method (email or alert), whether a pagernotification is sent, business hour usage, holiday usage, and whether the message isa 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 each event.The combination of Notification Message Tag, Locale, and Company fields must beunique. The notification workflow uses the Notification Message Tag to identify the

specific message to be sent. You can associate each notification event with severalnotification messages for different companies and locales.

The Email Message Body field contains literal text as well as substitution parameters—for example, #Incident Number#. Standard filter workflow searches for thesubstitution parameter and replaces it with the actual incident ticket number.

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




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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 for therecipient, as with support staff notifications).

You can modify notification text, so you can change the standard messages providedwith 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. Creating new messages (to be sent under conditionsnot already defined by existing workflow) requires customization.

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-down menusare displayed in the message text enclosed in #. Notification workflow translatesthese field variables into the actual field contents before sending the notificationmessage. Adding new fields not already in the drop-down menus requirescustomization.

Notification system process controlThe NTE:SYS-Process Control interface form receives notification event requestsfrom BMC Remedy ITSM. The NTE:SYS-Process Control interface form processesall notification events, as shown in the figure below.

Figure 2: Notification events processes

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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. Thisrecord is processed by the escalations listed in the table below.

Table 1: NT:SYS-NT Process Control escalations

Escalation Description

SYS:NPC:ProcessHeldNotifications Processes notifications that are held due tobusiness hours and holiday processing.

SYS:NPC:TriggerGroupNotifications Processes group notifications.

SYS:NPC:TriggerNonGroupNotifications Processes individual notifications.

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

■ Verify the notification message exists in the SYS: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 for supportstaff 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 Controlrecord is deleted.

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Notification interfaceThe 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 notification method.

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 ARTask andURL, clear the check boxes in this filter.

External email notifications (sent by the NTE: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 include shortcuts.

■ 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.

Notification auditThe NTE:Notifier Log form contains every notification (alert, email, and pager) sentfrom the subsystem. Notification records are written to the log every time the systemsends 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 Oracledatabases. 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.

Notification interface



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Note

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

Invoking the notification subsystemFilters are triggered on certain application events. Filters populate data on the sourceforms and then push data from the source forms to the NTE:SYS-NT ProcessControl form for processing. One or more notification filters can trigger anotification event. The contents of the Notification Message Tag field are passed tothe NTE:SYS-NT Process Control form, so it must be unique and must correspondto 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 the NTE: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 event andmessage. After the Notification Process Control record is created, the notificationfields on the source form are cleared.

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Notification transaction processA notification transaction uses the major components of the 7.6.00 NotificationEngine, as shown in the figure below.

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

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

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 the NTE:SYS-NT ProcessControl form.

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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,so the AR System Administrator must configure the escalation pools beforerunning the notification process. If you do not properly configure the escalation

pools, all escalation workflow runs within escalation pool 1.

A single record created in the NTE:SYS-NT Process Control form is used forboth group and individual notifications. All group and individual notificationsare processed 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. Thisescalation runs within escalation pool 2.

■ SYS:NPC:ProcessHeldNotifications runs every 11 minutes to processrecords held for business hours. This escalation runs within escalation pool 1.

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.

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 bythe BMC Remedy Email Engine.

Notification workflowWhen a notification event is triggered by an application event, workflow performs aseries of checkpoints to determine whether the notification actually gets sent, asshown in the figure below. First, it looks at a person's notification preferences in the

Notification workflow



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CTM:People form to see whether the specific notification has been enabled ordisabled. If it has been disabled, the notification is not sent.

Figure 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 the

NTE:CFG Notification Events form. Messages are stored in theSYS:Notification Messages form.

Additional notification formsIn addition to the primary notification forms, the Notification Engine has thesupporting forms listed in the following table.

Additional notification forms



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Table 2: Supporting notification forms

Form Description

NTE:Manual Notification This display-only form is accessed from Incident or Problem forms andenables users to send ad-hoc email notifications. Entries are

automatically deleted after they are processed.Note: This form is not used in 7.0.x. It is deprecated in the 7.6.00 release.

NTE:CFG-Country Code Option This form is accessible from the Application Administration Console(Custom Configuration > Foundation > Notification Engine > CountryCode Option). It stores country codes related to area codes for pagernotifications.

NTE:CFG-Numeric Pager Prefix This form is accessible from the Application Administration Console(Custom Configuration > Foundation > Notification Engine > NumericPager Prefix). It stores numeric identifiers related to application formsthat are used to prefix messages sent to numeric pagers.

NTE:CFG-Pager Service Config This form is accessible from the Application Administration Console(Custom Configuration > Foundation > Notification Engine > PagerService). It stores pager services information that can be used by BMCRemedy ITSM. You must configure pager services before you can selectthis as a notification method in the CTM:People configuration form.

NTE:CFG-NT Events NonSupport This form is from previous versions of BMC Remedy for IT ServiceProviders (ITSP) and is not used in BMC Remedy ITSM 7.x.

Configuring notificationsIndividual Notification preferences are configured on the CTM:People form for eachsupport person. Notification preferences vary by application or module, such asBMC Remedy Asset Management and BMC Remedy Change Management, and byevent, such as asset scheduled maintenance. Default notification preferences arepredefined 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. Youcan set the notification language for each notification message.

Note

User notification preferences override system notification preferences.

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.

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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 anindividual assignee is specified), set the Group Notifications flag to No. Thissettings can be overridden individually by queue managers so that they are theonly users to receive 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 the table below:

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 email notification.

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

Status Controls whether notifications are sent:

■ Offline: Notifications not sent.

■ Enabled: Notifications are sent.

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

You can used field variables in the notification message text fields by enclosing themin #. They are translated by workflow. Using field variables in notification messagesother than the default text requires customization to create the correspondingtranslation workflow.




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You can configure the notification text for different companies by creating a newrecord with the same Message tag and selecting the Company form the menu.

Note

You should not modify the fields within the Mapping section of this form. The

notification system uses these mappings to identify what message to send, how tosend the message, and when it should send it. Your changes can break the workflow.

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 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 feature if

the support group has 25 or more members. For more information about configuringsupport groups, see the BMC Remedy IT Service Management 7.6.00 ConfigurationGuide.




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Configuring Notification Engine escalationpools

To use escalation pools, configure the Escalation Max Threads count from the defaultvalue of 1 to 3 to take advantage of the optimized out-of-the-box Notification Engineescalation pooling.

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 6: Configuring escalation pools

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

You can change the value to a maximum of 6.

5 Click OK.

Configuring Notification Engine escalation pools



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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.

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

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

You can extend the escalation pools by using the round-robin algorithm that is in thefollowing 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.

Extending the Notification Engine escalation pools



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Note

Enabling these filters is a customization of the Notification Engine subsystem. If youinstall patches or later versions of BMC Remedy IT Service Management, back upyour 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.

Multithreading filter workflow forNTE:NPC:SetNonGroupEscalationPool_010_Set`!

To enable the proper sequence of the pools in the range between the Escalation PoolStart Range and Escalation Pool End Range values, the Escalation Pool Number fieldin the NTE:SYS-NT Process Control form is set by performing a modulo operationon the entry ID. The Escalation Pool Number value is then used as part of thequalification of the escalation, so that a particular escalation processes onlynotification records that match the Escalation Pool Number value.

The modulo operation in the filter workflow finds the remainder of a (the dividend)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 StartRange.

Incrementing a by 1 for every new Notification Process Control record makes surethat the Escalation Pool Number value follows a round-robin approach that starts atthe Escalation Pool Start Range value and ends with the Escalation Pool End Rangevalue. For example, if you set the non-group (individual) escalations to run in

escalation pools 2 and 3, the Escalation Pool Start Range is 2 and the Escalation PoolEnd Range is 3. The Escalation Pool Number value for each Notification ProcessControl record sequences between 2 and 3.

The NTE:NPC:SetNonGroupEscalationPool_010_Set`! filter uses the workflowactions listed in the table below:




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Table 3: 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 to calculate theEscalation Pool Number value. The $LASTID$ function is 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

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.

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 is 6.The Escalation Pool Number value for each Notification Process Control recordsequences between 4 and 6.

The NTE:NPC:SetGroupEscalationPool_010_Set`! filter uses the workflowactions listed in the table below:

Table 4: Workflow in NTE:NPC:SetGroupEscalationPool_010_Set`! filter

Action Description

Push Fields Creates record to get entry ID that is used to calculate the Escalation Pool Number.The $LASTID$ function is used to get the entry ID number.

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

In addition to the filters, BMC Remedy IT Service Management provides escalation

workflow objects that you can enable for individual (non-group) and groupnotifications. These escalations serve as examples when enabling the multithreadingfilter 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 notification records,you must perform the following procedure to enable the escalation workflow.

To set up escalation workflow to process the multithreaded individual and

group 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 8 on page 26).




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Figure 8: Enabling escalation in BMC Remedy Developer Studio

Figure 8 on page 26 shows that theSYS:NPC:TriggerNonGroupNotificationsPool2 escalation processes onlyindividual notification records in which the EscalationPoolNumber is set to 2. Inturn, the SYS:NPC:TriggerNonGroupNotificationsPool3 escalation processesindividual notification records in which the EscalationPoolNumber is set to 3,and so on.

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

recommends that you match the Escalation Pool Number within the escalation




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workflow to the EscalationPoolNumber value in the records to simplify keepingtrack of the escalation pools.

Disabling notificationsBecause workflow for customer notifications differs from support notifications, theprocedure 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 thenotification 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 Messagesform. 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 bedisabled, from a workflow perspective. You must decide how you want to use the

provided status values and how you maintain the configuration data.

The following table describes the recommended guidelines.

Table 5: 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 inthe current environment. For example, a notification message has been enteredand is awaiting approval before you enable it.

Disabling notifications



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Status Description

Enabled Data is used in the current environment. For example, a notification message issent.

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

Additional configuration optionsThe following additional configuration options for Change Management and AssetManagement notifications are available from the Application Administration Console.

■ The Change Management Rules form (Custom Configuration > ChangeManagement > Advanced Options > Rules) lets you configure the rules in which a

Change Manager and Change Assignee are notified, based on Change status.

Note

Out-of-the-box notifications to the Change Manager and Change Assignee areconfigured only for the following change states: Request for Change, PlanningIn Progress, Scheduled for Approval, Canceled, Rejected, and Completed.

■ The Asset Management Rules form (Custom Configuration > AssetManagement > Advanced Options > Rules) lets you configure CI notifications sothat when a CI's status is set to a particular value, the person who uses, manages,

or supports the CI is notified.

Additional configuration options



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BMC Remedy ITSM notificationevents

This appendix lists all the notification events used in BMC Remedy ITSM 7.6.00.

BMC Remedy Incident Managementnotification events

The following table describes BMC Remedy Incident Management notification events:

Table 6: 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 thestatus of an associated Change Request ischanged to 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.

A



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Known ErrorWorkaround

HPD-PKE-TempWorkaroundDetermined

HPD:HAS:NotifyKnwnErrTempSoln_NPC_100_Push

Notifies the Incident Assignee or theAssigned Group when the Workaround ofan 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.

Ownership

Assignment

HPD-INC-

GroupOwnerAssignment

HPD:INC:NTOwner

Grp_820_SetTag

HPD:INC:NTOwnerGrp_821_SetTag

Notifies the Assigned Owner Group when

Ownership Group of the Incident has beenset.

Note: Filter 821 runs on Submit and filter

820 runs 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 ProblemInvestigation form.

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 openIncident is 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 openIncident is Resolved or Closed.

RequesterIncidentResolution

HPD-INC-DirectContactResolutionNT

HPD:INC:NTDirectContactRes_853_SetTag

Notifies the Contact Person when an openIncident 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 theoriginal Incident.

BMC Remedy Incident Management notification events



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Resolution HPD-INC-GroupOwnerDuplicateResolution

HPD:INC:NTOwnerGrp_841_DupRes-SetTag

Notifies Incident Owner Group when theduplicate Incident is Resolved by theoriginal Incident

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-GroupAssignmentS

LAResolutionEscalation

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 Manager when theIncident has been escalated for service targetresolution.

SLA Resolution

Escalation

HPD-INC-

SVTMgrOwnerGroupResolutionEscalation

HPD:INC:NTSVTM

grOwnerGrp_890_SetTag

Notifies the Incident Manager of the Owner

Group 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 whenthe Incident is escalated for resolutionaccording to the terms of the SLA.

Unavailability

Restored

AST-HPD-

NotifyIncidentCIUARestored

INT:ASTHPD:AAA:

NotifyCIUARestored_Incident_120_SubmitNTE

Notifies the Incident Assignee or Assigned

Group (if Assignee is blank) that the relatedCI Unavailability record has been restored(that is, the outage has been resolved), whena 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.

BMC Remedy Incident Management notification events



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BMC Remedy Problem Managementnotification events

The following table describes BMC Remedy Problem Management notification events:

Table 7: BMC Remedy Problem Management notification events


UnavailabilityRestored

AST-PBI-NotifyInvestigationAssigneeCIUARestored

INT:ASTHPD:AAA:NotifyCIUARestored

_Incident_120_SubmitNTE

Notifies the Problem InvestigationAssignee that the related CI Unavailabilityhas been restored.

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.

Problem

Assignment

PBM-PBI-

ProblemGroupAssignment

PBM:PBI:AssgnGrp_

810_SetTag

Notifies the Assigned Group that the

Problem Investigation assignmentinformation has changed and there is noindividual 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-ProblemInvestigationManagerGroupCompletion

PBM:PBI:Completed _820_PBMMgrGrp-SetTag

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

ProblemCompleted

PBM-PBI-ProblemInvestigationManagerCompletion

PBM:PBI:Completed _820_PBMMgr-SetTag

Notifies the Problem Manager that theProblem Investigation has been completed.

BMC Remedy Problem Management notification events



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ProblemCompleted

PBM-PBI-ProblemInvestigationRequesterCompleti

on

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.


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-AssigneeAssociated

ChangeCompletion

PBM:PAS:NTICComplt_803_Ass-PNPC

Notifies the Problem Assignee that achange request related to the Problem

Investigation has been completed.ChangeCompleted

PBM-PAS-ManagerAssociatedChangeCompletion

PBM:PAS:NTICComplt_802_Mgr-PNPC

Notifies Problem Manager that an relatedto the 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.

Known Error

ManagerAssignment

PBM-PKE-


PBM:PKE:PBMMgrC

hg_800_SetTag

Notifies the Problem Manager that the

Known Error Problem Managerassignment information has changed.

Known ErrorManagerAssignment

PBM-PKE-ProblemManagerGroupAssignment

PBM:PKE:PBMMgrGrpChg_801_SetTag

Notifies the Problem Manager that theKnown Error Problem Managerassignment information has changed andthere is no individual assignee.

BMC Remedy Change Managementnotification events

The following table describes BMC Remedy Change Management notification events:

BMC Remedy Change Management notification events



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Table 8: BMC Remedy Change Management notification events


Requester

ChangeCancellation

CHG-CRQ-

Customer-CancellationNotification

CHG:CRQ:NTCustC

ancel_858_SetTag

Notifies the customer that the change

request is set to the Cancelled status.

RequesterChangeCancellation

CHG-CRQ-RequesterNonSG-CancellationNotification

CHG:CRQ:StatusCancelled_858_RqsternonSupportGrp-SetTag

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

RequesterChangeCancellation

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 changerequest is 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.

RequesterChange

Scheduled

CHG-CRQ-Customer-

ScheduledNotification

CHG:CRQ:NTCustScheduled_850_SetTa

g

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.

RequesterRejection

CHG-CRQ-RequesterNonSG-

RFCReturnedtoDraft

CHG:CRQ:StatusDraftNonSupportGrpS

etTag_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 hasbeen reassigned to him.




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ImplementerAssignment

CHG-CRQ-Implementer-Group&IndividualR

eassignment

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 hasbeen 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.

Change

Assignee LatentCompletion

CHG-CRQ-

Assignee-PIPAcceptedAssignment

CHG:CRQ:StatusPIP

AcceptedCASetTag_ 180_Submit

Notifies change assignee group that the

change 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 hasbeen completed as a latent change.

ChangeManager LatentCompletion

CHG-CRQ-Manager-LatentCompletionNotification

CHG:CRQ:LatentCHGCloseCMSetTag_ 370_Submit

Notifies change manager that a change hasbeen completed as a latent change.

ChangeManager Re-scheduled

CHG-CRQ-ManagerGroup-RescheduledRFCGroupAssignment

CHG:CRQ:ReSchRFCCABGrpSetTag_400_Submit

Notifies change manager group of changemanager assignment for a rescheduledchange 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:ReSchRFCChgAssgnGrpSetT

ag_410_Submit

Notifies change assignee group ofassignment for a rescheduled change request.

ChangeAssigneeScheduled

CHG-CRQ-Assignee-RescheduledRFCAssignment

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 hasbeen rejected during an approval phase.




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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

approvals for performing notifications.


CHG-NAN-InformationalNonApprovalNTForIndividual

APR:NAN:NotifyIndividual_810_NotifType`!

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




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 Completedstatus and the change request status reasonis Final Review 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.

ChangeManagerCompletion

CHG-CRQ-Manager-Group&IndividualFinalReviewCompleted

CHG:CRQ:StatusCompletedWReason_855_CM+CMGrp-SetTag

Notification to change manager that thechange request is set to the Completedstatus and the change request status reasonis Final Review Complete.




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RequesterCompletion

CHG-CRQ-RequesterNonSG-ChangeCompletion

Notification

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.

ChangeManagerPredecessorCompletion

CHG-CRQ-PredecessorStatusInformation

CHG:CHA:NotifyIDComplt_801_PNPC

Notifies change manager of a predecessorChange completion.

Change

Assignee Pre-planning

CHG-CRQ-

AssigneeGroup-RFCGroupAssignment

CHG:CRQ:StatusRF

CCAGrpSetTag_150 _Submit

Notifies change assignee group that the

change request is set to the Request forChange status.

Note: You can configure this setting in the

change configuration rules.

ChangeAssignee Pre-planning

CHG-CRQ-Assignee-RFCAssignment

CHG:CRQ:StatusRFCCASetTag_140_Submit

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



Change

Manager Pre-planning

CHG-CRQ-

ManagerGroup-RFCGroupAssignment

CHG:CRQ:StatusRF

C_815_CMGrp-SetTag

Notifies change manager group that the

change request is set to the Request forChange status.



ChangeManager Pre-planning

CHG-CRQ-Manager-RFCAssignment

CHG:CRQ:StatusRFCCMSetTag_160_Submit

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



Change

ManagerPlanning

CHG-CRQ-

ManagerGroup-PIPAcceptedGroupAssignmen

CHG:CRQ:StatusPIP

AcceptedCMGrpSetTag_220_Submit

Notifies change manager group that the

change request is set to the Planning inProgress status.



ChangeManagerPlanning

CHG-CRQ-Manager-PIPAcceptedAssignment

CHG:CRQ:StatusPIPAcceptedCMSetTag

_190_Submit

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






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ChangeAssigneePlanning

CHG-CRQ-AssigneeGroup-PIPAssignedGroup

Assignment

CHG:CRQ:StatusPIPAssignedCAGrpSetTag_230_Submit

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

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

ChangeAssigneeAssignment

CHG-CRQ-Assignee-PIPAssignedAssignment

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:StatusPIPAssignedCImpGrpS

etTag_240_Submit

Notifies change implementer group that thechange request is set to the Planning in

Progress 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.



ChangeManagerAssignment

CHG-CRQ-Manager-PIPAssignedAssign

ment

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.

ChangeAssigneeScheduled ForReview

CHG-CRQ-Assignee-SFRNotification

CHG:CRQ:StatusSchedForRevCA_818_SetTag

Notifies change assignee that the changerequest 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.

ChangeManagerScheduled forReview

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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ImplementerPlanning

CHG-CRQ-Implementer-PIPAssignedAssign

ment

CHG:CRQ:StatusPIPAssignedCImpSetTag_210_Submit

Notifies change implementer that the changerequest is set to Planning in Progress andstatus reason is Assigned, or the change

request 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_CImpGrp-SetTag

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

ImplementerScheduled

CHG-CRQ-Implementer-ScheduledAssignme

nt

CHG:CRQ:StatusScheduled_850_CImp-SetTag

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


CHG-CRQ-AssigneeGroup-ScheduledNoImpactGroupNotification

CHG:CRQ:StatusScheduledNoImpct_850

_CAGrp-SetTag

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


CHG-CRQ-Assignee-ScheduledNoImpactNotification


_CA-SetTag

Notifies change assignee that the No Impactchange request is set to the Scheduled status.

Change

ManagerScheduled

CHG-CRQ-

ManagerGroup-ScheduledNoImpactGroupNotification

CHG:CRQ:StatusSch

eduledNoImpct_850 _CMGrp-SetTag

Notifies change manager group that the No

Impact change request is set to theScheduled status.

ChangeManagerScheduled

CHG-CRQ-Manager-ScheduledNoImpactNotification


_CSetTag

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

RequesterChangeScheduled

CHG-CRQ-RequesterNonSG-ScheduledNotification

CHG:CRQ:StatusScheduled_850_RqsterNonSupportGrp-SetTag

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

RequesterChangeScheduled

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.






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Release Management notification eventsThe 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 the Milestoneof a release is set to Planning and the Status is set to Planning Approval. For moreinformation, see the BMC Remedy IT Service Management 7.6.00 Configuration Guide .

Table 9: Release Management notification events


ReleaseAssigned

RMS-APR-ApprovalNTForIndividual

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

Release Updated RMS-RLM_Requester-ReleaseCompletionNotification

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

Activity module notification eventsThe following notification events are related to the activity module. Configure the

rules in which the support staff is notified in the Activity Notification Rules form.For more information, see the BMC Remedy IT Service Management 7.6.00Configuration Guide .

Table 10: Activity module notification events


ActivityAssigned

AAS_AAS_Assigned_Group

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

Activity

Assigned

AAS_AAS_Assigne

d_Individual

Not Applicable Notifies support staff individual that an

activity 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.

Task Management System notification eventsThe following table describes Task Management System notification events:

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Table 11: Task Management System notification events


Task Assigned TMS_TAS_Assigned

_Individual

TMS:TAS:Assignme

nt_StartPostAssignmentProcess

Notifies assignee when the assignment

engine modifies the task and the Assignee+field is not empty. No notifications are sentto the assignee 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. Nonotifications are sent to the assignee group.

Task Assigned TMS_TAS_Assigned _Individual

TMS:TAS:Assignment_StartManualAssignmentProcess_Sub

mit

Notifies assignee when creating a task if youenter an assignee in the Assignee+ field. Nonotifications are sent to the assignee group.

Note: If a notification is created but does not

have a status of "Assigned," and Notify

Assignee is set to "Yes," a notification will

not be sent out.

Task Assigned TMS_TAS_Assigned _Group

TMS:TAS:Notification_AssignedToGroup_CallGUIDE

Notifies the Assigned Group when the Taskstatus is changes to "Pending" and the StatusReason is set to ""Assignment".

Task StatusChanged

TMS_TAS_StatusChanged

TMS:TAS:StatusChangedCallNotifyGuid

e

Notifies assignee when you modify a taskand change its status. If there is no assignee

specified in the Assignee+ field, the assigneegroup is notified.

BMC Remedy Asset Management notificationevents

The following table describes BMC Remedy Asset Management notification events:

Table 12: Asset Management notification events


Approval AST-APR-ApprovalNTForIndividual

AST:ARD:NewApprovalNotification-ParseApprovers-NotifySupport`!

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

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Asset ScheduledMaintenance

AST-AVI-AssetScheduledMaintenance

AST:Asset ScheduleView_NotifyofExpire04_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 StatusChange

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.

Configuration

ScheduledMaintenance

AST-AVI-

ConfigurationScheduledMaintenance

AST:AVI:NotifyofEx

pire_804_Asset

Notifies Asset Notification Contract of next

scheduled maintenance date for aconfiguration.

ContractExpiration

AST-CON-OwnerGroup-ContractExpiry

AST:CTB:SendExpiredMsgGrp04`!

Notifies the Contract Owner Group whenthe current date is later than the ContractExpiry Date.

ContractExpirationWarning

AST-CON-OwnerGroup-ContractExpiryWarning

AST:CTB:NotifyofExpire04`!

AST:CTB:NotifyofExpireGroup04`!

Notifies the Contract Owner Group orIndividual when the current date is withinthe specified 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 notRestored and the time allotted for resolutionby the corresponding 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 escalated for SLAresolution.


AST-AOT-SVTAssignMgrGroupResolutionEscalation

AST:AOT:NTSSVTMgrAssignGrp_816_ SetTag

Notifies the individual or assignee groupavailability manager when an Unavailabilityrecord is escalated for SLA resolution.

UnavailabilityAssignment

AST-AOT-CIUAAssigneeAssignment-NoXREF

AST:AOT:NTAssignee-NoXR_805

Notifies the assignee of an openUnavailability record when the assignmentchanges and is not cross-referenced toanother request.

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AST-AOT-CIUAAssigneeAssignment-XREF

AST:AOT:NTAssignee-XREF_800

Notifies the assignee of an openUnavailability record when the assignmentchanges and is cross-referenced to another

request.UnavailabilityAssignment

AST-AOT-CIUAGroupAssignment-NoXREF

AST:AOT:NTAsgGrp-NoXREF_815

Notifies the assigned group of an openUnavailability record when the assignmentchanges and is not cross-referenced toanother request.


AST-AOT-CIUAGroupAssignment-XREF

AST:AOT:NTAsgGrp-XREF_810

Notifies the assigned group of an openUnavailability record when the assignmentchanges and is cross-referenced to anotherrequest.

Configuration

Item Approval

AST-ANF-

ConfigurationItemApproval

AST:ANF:NotifyExp

ireIndiv805AST:ANF:NotifyExpireGrp_804

Notifies approving manager that

Configuration Catalog Item requiresapproval.

ConfigurationScheduledMaintenance

AST-AVI-ConfigurationScheduledMaintenance

AST:AVI:NotifyofExpire_804_Config

Notifies Asset Manager of next scheduledmaintenance date for a configuration.

Asset ScheduledMaintenance

AST-AVI-AssetScheduledMaintenance

AST:AVI:NotifyofExpire_804_Asset

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

License Management notification eventsThe following table describes License Management notification events:

Table 13: License Management notification events


Certificate

Breach Warning

AST-ALC-

CertificateLevel1BreachWarning

AST:ALC:BreachLev

el01Warning_850_SetNotifTag

Notifies support staff that the license

certificate is approaching Level 1 Breach.

CertificateBreach Warning

AST-ALC-CertificateLevel2BreachWarning

AST:ALC:BreachLevel02Warning_850_SetNotifTag

Notifies support staff that the licensecertificate is approaching Level 2 Breach.

CertificateHistorical

AST-ALC-CertificateExpiration

AST:ALC:StatusExpired_850_SetNotifTag

Notifies support staff that the licensecertificate has expired.

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CertificateHistorical

AST-ALC-CertificateHistorical

AST:ALC:StatusHistorical_850_SetNotifTag

Notifies support staff that the status of thelicense certificate has been set.

CertificateNotificationWarning

AST-ALC-NotificationWarning

AST:ALC:NotificationWarning_850_CallNotifGuide

Notifies support staff that the licensecertificate will expire at a set date.

Certificate Outof Compliance

AST-ALC-CertificateOutOfCompliance

AST:ALC:ComplianceStatus_850_SetNotifTag

Notifies support staff that the licensecertificate is out of compliance.

CertificateOwnerAssignment

AST-ALC-CertificateOwnerAssignment

AST:ALC:OwnerSupportGroupAssignee_850_SetNotifTag

Notifies support staff individual that thelicense certificate has been assigned to himor her.

Certificate

OwnerAssignment

AST-ALC-

CertificateOwnerGroupAssignment

AST:ALC:OwnerSu

pportGroup_850_SetNotifTag

Notifies support staff group that the license

certificate has been assigned to them.

Global notification eventsThe following table describes Global notification events:

Table 14: Global notification event


ReminderNotification

FND-REM-ReminderNotification

CFG:SMI:SendReminder_800

Reminder.

Global notification events



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