bmc remedy it service management notification engine guide · bmc remedy it service management...
TRANSCRIPT
BMC Remedy IT ServiceManagement NotificationEngine Guide
Supporting
BMC Remedy Asset Management version 7.6.04BMC Remedy Change Management version 7.6.04BMC Remedy Service Desk version 7.6.04
January 2011
www.bmc.com
Contacting BMC Software
You can access the BMC Software website at http://www.bmc.com. From this website, you can obtaininformation about the company, its products, corporate offices, special events, and career opportunities.
United States and Canada
Address BMC SOFTWARE INC2101 CITYWEST BLVDHOUSTON TX 77042-2827 USA
Telephone 1 713 918 8800or1 800 841 2031
Fax 1 713 918 8000
Outside United States and Canada
Telephone +01 713 918 8800 Fax +01 713 918 8000
© Copyright 1996, 1998-1999, 2002-2006, 2009-2011 BMC Software, Inc.BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., areregistered with the U.S. Patent and Trademark Office, and may be registered or pending registration inother countries. All other BMC trademarks, service marks, and logos may be registered or pendingregistration in the U.S. or in other countries. All other trademarks or registered trademarks are theproperty of their respective owners.
Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarksof their respective owners.
The information included in this documentation is the proprietary and confidential information of BMCSoftware, Inc., its affiliates, or licensors. Your use of this information is subject to the terms and conditionsof the applicable End User License agreement for the product and to the proprietary and restricted rightsnotices included in the product documentation.
Restricted rights legend
U.S. Government Restricted Rights to Computer Software. UNPUBLISHED—RIGHTS RESERVEDUNDER THE COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any dataand computer software by the U.S. Government is subject to restrictions, as applicable, set forth in FARSection 52.227-14, DFARS 252.227-7013, DFARS 252.227-7014, DFARS 252.227-7015, and DFARS252.227-7025, as amended from time to time. Contractor/Manufacturer is BMC SOFTWARE INC, 2101CITYWEST BLVD, HOUSTON TX 77042-2827, USA. Any contract notices should be sent to this address.
Customer support
Support website
You can obtain technical support from BMC 24 hours a day, 7 days a week at http://www.bmc.com/support. From thiswebsite, you can
■ read overviews about support services and programs that BMC offers
■ find the most current information about BMC products
■ search a database for problems similar to yours and possible solutions
■ order or download product documentation
■ download products and maintenance
■ report a problem or ask a question
■ subscribe to receive proactive e-mail alerts
■ find worldwide BMC support center locations and contact information, including e-mail addresses, fax numbers, andtelephone numbers
Support by telephone or e-mail
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 e-mail message to [email protected]. (In the subject line, enter SupID:yourSupportContractID, suchas SupID:12345). Outside the United States and Canada, contact your local support center for assistance.
Before contacting BMC
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 or other maintenance level such as PUT or PTF― 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
3
License key and password information
If you have questions about your license key or password, use one of the following methods to get assistance:
■ Send an e-mail to [email protected].
■ Use the Customer Support website at http://www.bmc.com/support.
4 BMC Remedy IT Service Management Notification Engine Guide
Contents
Chapter 1 BMC Remedy ITSM Notification Engine 7Notification Engine overview .........................................................................................7Notification Engine architecture .....................................................................................8System Events and Message Catalog .............................................................................9
NTE:SYS-Define NT Events form ........................................................................9NTE:CFG-Notification Events form ..................................................................10SYS:Notification Messages form ........................................................................10
Notification system process control .............................................................................11Notification interface ......................................................................................................13Notification audit ............................................................................................................13Invoking the notification subsystem ............................................................................14Notification transaction process ...................................................................................15Notification workflow ....................................................................................................16Additional notification forms .......................................................................................17Configuring notifications ...............................................................................................18
Globally modifying system default settings ....................................................18Modifying notification message text .................................................................19Configuring support group notifications .........................................................20
Configuring Notification Engine escalation pools .....................................................21Extending the Notification Engine escalation pools ..................................................22
Multithreading filter workflow forNTE:NPC:SetNonGroupEscalationPool_010_Set`! .........................................23Multithreading 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 .......................................................................27Disabling support staff notifications .................................................................27
Additional configuration options .................................................................................28
Appendix A BMC Remedy ITSM notification events 29BMC Remedy Incident Management notification events .........................................29BMC Remedy Problem Management notification events .........................................32BMC Remedy Change Management notification events ..........................................33Release Management notification events ....................................................................40
Contents 5
Activity module notification events .............................................................................40Task Management System notification events ...........................................................40BMC Remedy Asset Management notification events ..............................................41License Management notification events ....................................................................43Global notification events ..............................................................................................44
6 BMC Remedy IT Service Management Notification Engine Guide
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 ManagementAdministration 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
■ 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 notificationtext.
Notification Engine architecture
8 BMC Remedy IT Service Management Notification Engine Guide
■ 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 CatalogThe 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 the NTE:CFG-Notification Events form must specify the default preferences for thisnotification 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.
System Events and Message Catalog
Chapter 1 BMC Remedy ITSM Notification Engine 9
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 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 thespecific 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
System Events and Message Catalog
10 BMC Remedy IT Service Management Notification Engine Guide
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
Notification system process control
Chapter 1 BMC Remedy ITSM Notification Engine 11
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.
Notification system process control
12 BMC Remedy IT Service Management Notification Engine Guide
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
Chapter 1 BMC Remedy ITSM Notification Engine 13
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.
Invoking the notification subsystem
14 BMC Remedy IT Service Management Notification Engine Guide
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.
Notification transaction process
Chapter 1 BMC Remedy ITSM Notification Engine 15
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 escalationpools, 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
16 BMC Remedy IT Service Management Notification Engine Guide
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 theNTE: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
Chapter 1 BMC Remedy ITSM Notification Engine 17
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 areautomatically 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.
Configuring notifications
18 BMC Remedy IT Service Management Notification Engine Guide
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.
Configuring notifications
Chapter 1 BMC Remedy ITSM Notification Engine 19
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. 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 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 ifthe support group has 25 or more members. For more information about configuringsupport groups, see the BMC Remedy IT Service Management 7.6.00 ConfigurationGuide.
Configuring notifications
20 BMC Remedy IT Service Management Notification Engine Guide
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
Chapter 1 BMC Remedy ITSM Notification Engine 21
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
22 BMC Remedy IT Service Management Notification Engine Guide
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 inescalation 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:
Extending the Notification Engine escalation pools
Chapter 1 BMC Remedy ITSM Notification Engine 23
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 IDnumber.
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
Extending the Notification Engine escalation pools
24 BMC Remedy IT Service Management Notification Engine Guide
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 the multithreadingfilter workflow.
The following escalations process individual (non-group) notifications.
■ SYS:NPC:TriggerNonGroupNotificationsPool2
■ SYS:NPC:TriggerNonGroupNotificationsPool3
■ SYS:NPC:TriggerNonGroupNotificationsPool4
■ SYS:NPC:TriggerNonGroupNotificationsPool5
■ SYS:NPC:TriggerNonGroupNotificationsPool6
The following escalations process group notifications.
■ SYS:NPC:TriggerGroupNotificationsPool2
■ SYS:NPC:TriggerGroupNotificationsPool3
■ SYS:NPC:TriggerGroupNotificationsPool4
■ SYS:NPC:TriggerGroupNotificationsPool5
■ SYS:NPC:TriggerGroupNotificationsPool6
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 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 8 on page 26).
Extending the Notification Engine escalation pools
Chapter 1 BMC Remedy ITSM Notification Engine 25
■ SYS:NPC:TriggerNonGroupNotificationsPool2
■ SYS:NPC:TriggerNonGroupNotificationsPool3
■ SYS:NPC:TriggerGroupNotificationsPool4
■ SYS:NPC:TriggerGroupNotificationsPool5
■ SYS:NPC:TriggerGroupNotificationsPool6
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. BMCrecommends that you match the Escalation Pool Number within the escalation
Extending the Notification Engine escalation pools
26 BMC Remedy IT Service Management Notification Engine Guide
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 Eventsform, 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 identifybecause 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 theprovided 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
Chapter 1 BMC Remedy ITSM Notification Engine 27
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 aChange 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
28 BMC Remedy IT Service Management Notification Engine Guide
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
Appendix A BMC Remedy ITSM notification events 29
Event Message tag Filter Description
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.
OwnershipAssignment
HPD-INC-GroupOwnerAssignment
HPD:INC:NTOwnerGrp_820_SetTagHPD:INC:NTOwnerGrp_821_SetTag
Notifies the Assigned Owner Group whenOwnership Group of the Incident has beenset.
Note: Filter 821 runs on Submit and filter820 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
30 BMC Remedy IT Service Management Notification Engine Guide
Event Message tag Filter Description
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-GroupAssignmentSLAResolutionEscalation
HPD:INC:NTSLAAssignGrp_881_SetTag
Notifies Incident assignee group when theIncident has escalated for SLA resolution.
SLA ResolutionEscalation
HPD-INC-AssigneeSLAResolutionEscalation
HPD:INC:NTSLAAssignee_884_SetTag
Notifies Incident assignee when the Incidenthas escalated for SLA resolution.
SLA ResolutionEscalation
HPD-INC-SVTMgrGroupAssignmentResolutionEscalation
HPD:INC:NTSVTMgrAssignGrp_888_SetTag
Notifies Incident Manager when theIncident has been escalated for service targetresolution.
SLA ResolutionEscalation
HPD-INC-SVTMgrOwnerGroupResolutionEscalation
HPD:INC:NTSVTMgrOwnerGrp_890_SetTag
Notifies the Incident Manager of the OwnerGroup when the Incident begins SLAescalation.
SLA ResolutionEscalation
HPD-INC-SVTOwnerResolutionEscalation
HPD:INC:NTSVTrOwner_883_SetTag
Notifies the Incident Owner when theIncident is escalated for resolution accordingto the terms of the SLA.
SLA ResolutionEscalation
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.
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), 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
Appendix A BMC Remedy ITSM notification events 31
BMC Remedy Problem Managementnotification events
The following table describes BMC Remedy Problem Management notification events:
Table 7: BMC Remedy Problem Management notification events
Event Message tag Filter Description
UnavailabilityRestored
AST-PBI-NotifyInvestigationAssigneeCIUARestored
INT:ASTHPD:AAA:NotifyCIUARestored_Incident_120_SubmitNTE
Notifies the Problem InvestigationAssignee that the related CI Unavailabilityhas been restored.
UnavailabilityRestored
AST-PBI-NotifyInvestigationManagerCIUARestored
INT:ASTPBM:AAA:NotifyCIUARestored_Investigaton_120_SubmitNTEManager
Notifies the Problem Investigation ProblemManager 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.
ProblemAssignment
PBM-PBI-ProblemGroupAssignment
PBM:PBI:AssgnGrp_810_SetTag
Notifies the Assigned Group that theProblem 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
32 BMC Remedy IT Service Management Notification Engine Guide
Event Message tag Filter Description
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 achange request related to the ProblemInvestigation 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 ErrorManagerAssignment
PBM-PKE-ProblemManagerAssignment
PBM:PKE:PBMMgrChg_800_SetTag
Notifies the Problem Manager that theKnown 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
Appendix A BMC Remedy ITSM notification events 33
Table 8: BMC Remedy Change Management notification events
Event Message tag Filter Description
RequesterChangeCancellation
CHG-CRQ-Customer-CancellationNotification
CHG:CRQ:NTCustCancel_858_SetTag
Notifies the customer that the changerequest 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.
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.
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 hasbeen reassigned to him.
BMC Remedy Change Management notification events
34 BMC Remedy IT Service Management Notification Engine Guide
Event Message tag Filter Description
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 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.
ChangeAssignee LatentCompletion
CHG-CRQ-Assignee-PIPAcceptedAssignment
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 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:ReSchRFCChgAssgnGrpSetTag_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.
BMC Remedy Change Management notification events
Appendix A BMC Remedy ITSM notification events 35
Event Message tag Filter Description
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 withapprovals for 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.
Note: This special filter is used withapprovals for performing notifications.
Non-ApprovalInformation
CHG-NAN-InformationalNonApprovalNTForIndividual
APR:NAN:NotifyIndividual_810`!
Notifies non-approver (non-supportindividual) that the change request hascompleted an approval process phase.
Note: This special filter is used withapprovals for performing notifications.
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.
ChangeAssigneeCompletion
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.
BMC Remedy Change Management notification events
36 BMC Remedy IT Service Management Notification Engine Guide
Event Message tag Filter Description
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.
ChangeManagerPredecessorCompletion
CHG-CRQ-PredecessorStatusInformation
CHG:CHA:NotifyIDComplt_801_PNPC
Notifies change manager of a predecessorChange 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_Submit
Notifies change assignee that the changerequest is set to the Request for Change status.
Note: You can configure this setting in thechange configuration rules.
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.
Note: You can configure this setting in thechange configuration rules.
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.
Note: You can configure this setting in thechange configuration rules.
ChangeManagerPlanning
CHG-CRQ-ManagerGroup-PIPAcceptedGroupAssignmen
CHG:CRQ:StatusPIPAcceptedCMGrpSetTag_220_Submit
Notifies change manager group that thechange request is set to the Planning inProgress status.
Note: You can configure this setting in thechange configuration rules.
ChangeManagerPlanning
CHG-CRQ-Manager-PIPAcceptedAssignment
CHG:CRQ:StatusPIPAcceptedCMSetTag_190_Submit
Notifies change manager that the changerequest is set to the Planning in Progressstage.
Note: You can configure this setting in thechange configuration rules.
BMC Remedy Change Management notification events
Appendix A BMC Remedy ITSM notification events 37
Event Message tag Filter Description
ChangeAssigneePlanning
CHG-CRQ-AssigneeGroup-PIPAssignedGroupAssignment
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.
Note: You can configure this setting in thechange configuration rules.
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 thechange 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.
Note: You can configure this setting in thechange configuration rules.
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.
BMC Remedy Change Management notification events
38 BMC Remedy IT Service Management Notification Engine Guide
Event Message tag Filter Description
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_CImpGrp-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 theScheduled status.
ChangeAssigneeScheduled
CHG-CRQ-Assignee-ScheduledNoImpactNotification
CHG:CRQ:StatusScheduledNoImpct_850_CA-SetTag
Notifies change assignee that the No Impactchange 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 theScheduled status.
ChangeManagerScheduled
CHG-CRQ-Manager-ScheduledNoImpactNotification
CHG:CRQ:StatusScheduledNoImpct_850_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.
ChangeAssigneeCompletion
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.
Note: You can configure this setting in thechange configuration rules.
BMC Remedy Change Management notification events
Appendix A BMC Remedy ITSM notification events 39
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. Forexample, 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
Event Message tag Filter Description
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 therules in which the support staff is notified in the Activity Notification Rules form.For more information, see the BMC Remedy IT Service Management 7.6.00Configuration Guide .
Table 10: Activity module notification events
Event Message tag Filter Description
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.
Task Management System notification eventsThe following table describes Task Management System notification events:
Release Management notification events
40 BMC Remedy IT Service Management Notification Engine Guide
Table 11: Task Management System notification events
Event Message tag Filter Description
Task Assigned TMS_TAS_Assigned_Individual
TMS:TAS:Assignment_StartPostAssignmentProcess
Notifies assignee when the assignmentengine 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_Submit
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 nothave a status of "Assigned," and NotifyAssignee is set to "Yes," a notification willnot 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:StatusChangedCallNotifyGuide
Notifies assignee when you modify a taskand change its status. If there is no assigneespecified 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
Event Message tag Filter Description
Approval AST-APR-ApprovalNTForIndividual
AST:ARD:NewApprovalNotification-ParseApprovers-NotifySupport`!
Notifies the requester’s manager that apurchase requisition requires approval.
BMC Remedy Asset Management notification events
Appendix A BMC Remedy ITSM notification events 41
Event Message tag Filter Description
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.
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 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.
ResolutionEscalation
AST-AOT-GroupOLAResolutionEscalation
AST:AOT:NTOLAAssignGrp_815_SetTag
Notifies the assigned group when anUnavailability record is escalated for OLAresolution.
ResolutionEscalation
AST-AOT-AssigneeSLAResolutionEscalation
AST:AOT:NTSLAAssignee_816_SetTag
Notifies the assignee when an Unavailabilityrecord is escalated for SLA resolution.
ResolutionEscalation
AST-AOT-GroupSLAResolutionEscalation
AST:AOT:NTSLAAssignGrp_811_SetTag
Notifies the assignee group when anUnavailability record is escalated for SLAresolution.
ResolutionEscalation
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.
BMC Remedy Asset Management notification events
42 BMC Remedy IT Service Management Notification Engine Guide
Event Message tag Filter Description
UnavailabilityAssignment
AST-AOT-CIUAAssigneeAssignment-XREF
AST:AOT:NTAssignee-XREF_800
Notifies the assignee of an openUnavailability record when the assignmentchanges and is cross-referenced to anotherrequest.
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.
UnavailabilityAssignment
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.
ConfigurationItem Approval
AST-ANF-ConfigurationItemApproval
AST:ANF:NotifyExpireIndiv805AST:ANF:NotifyExpireGrp_804
Notifies approving manager thatConfiguration 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
Event Message tag Filter Description
CertificateBreach Warning
AST-ALC-CertificateLevel1BreachWarning
AST:ALC:BreachLevel01Warning_850_SetNotifTag
Notifies support staff that the licensecertificate 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.
License Management notification events
Appendix A BMC Remedy ITSM notification events 43
Event Message tag Filter Description
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.
CertificateOwnerAssignment
AST-ALC-CertificateOwnerGroupAssignment
AST:ALC:OwnerSupportGroup_850_SetNotifTag
Notifies support staff group that the licensecertificate has been assigned to them.
Global notification eventsThe following table describes Global notification events:
Table 14: Global notification event
Event Message tag Filter Description
ReminderNotification
FND-REM-ReminderNotification
CFG:SMI:SendReminder_800
Reminder.
Global notification events
44 BMC Remedy IT Service Management Notification Engine Guide
49532*174240*