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Page 1: Notification Engine

www.bmc.com

BMC Remedy IT Service Management 7.5.00

Notification Engine Guide

May 2009

Page 2: Notification Engine

If you have comments or suggestions about this documentation, contact Information Design and Development by email at [email protected].

Contacting BMC Software

You can access the BMC Software website at http://www.bmc.com. From this website, you can obtain information 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 713 918 8800 or800 841 2031

Fax 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 BMC Software, Inc.

BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software, Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners.

BMC Software considers information included in this documentation to be proprietary and confidential. Your use of this information is subject to the terms and conditions of the applicable End User License Agreement for the product and the proprietary and restricted rights notices included in this documentation.

Restricted rights legendU.S. Government Restricted Rights to Computer Software. UNPUBLISHED —— RIGHTS RESERVED UNDER THE COPYRIGHT LAWS OF THE UNITED STATES. Use, duplication, or disclosure of any data and computer software by the U.S. Government is subject to restrictions, as applicable, set forth in FAR Section 52.227—14, DFARS 252.227—7013, DFARS 252.227—7014, DFARS 252.227—7015, and DFARS 252.227—7025, as amended from time to time. Contractor/Manufacturer is BMC Software, Inc., 2101 CityWest Blvd., Houston, TX 77042—2827, USA. Any contract notices should be sent to this address.

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Customer Support

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

Support website

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

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

numbers, and telephone numbers.

Support by telephone or email

In the United States and Canada, if you need technical support and do not have access to the Web, call 800 537 1813 or send an email message to [email protected]. (In the Subject line, enter SupID:<yourSupportContractID>, such as SupID:12345.) Outside the United States and Canada, contact your local support center for assistance.

Before contacting BMC Software

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

■ Product information

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

■ Operating system and environment information

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

maintenance level

■ Sequence of events leading to the problem

■ Commands and options that you used

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

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

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License key and password information

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

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

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

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

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Contents

Chapter 1 BMC Remedy ITSM Notification Engine 7

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

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

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

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

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

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

Multithreading filter workflow for NTE:NPC:SetNonGroupEscalationPool_010_Set`! . . . . . . . . . . . . . . . . . . . . . . . 23

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

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

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

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

Contents 5

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Appendix A BMC Remedy ITSM notification events 29

BMC Remedy Incident Management notification events. . . . . . . . . . . . . . . . . . . . . . . . 30BMC Remedy Problem Management notification events . . . . . . . . . . . . . . . . . . . . . . . 32BMC Remedy Change Management notification events . . . . . . . . . . . . . . . . . . . . . . . . 34Release Management notification events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Activity module notification events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Task Management System notification events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42BMC Remedy Asset Management notification events . . . . . . . . . . . . . . . . . . . . . . . . . . 42License Management notification events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Global notification events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

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Chapter

1

BMC Remedy ITSM Notification Engine

This chapter helps you understand the BMC Remedy IT Service Request Management (BMC Remedy ITSM) 7.5.00 Notification Engine.

The following topics are provided:Notification Engine overview (page 8)Notification Engine architecture (page 9)System Events and Message Catalog (page 10)Notification system process control (page 12)Notification interface (page 13)Notification audit (page 14)Invoking the notification subsystem (page 14)Notification transaction process (page 15)Notification workflow (page 17)Additional notification forms (page 18)Configuring notifications (page 18)Configuring Notification Engine escalation pools (page 20)Extending the Notification Engine escalation pools (page 21)Disabling notifications (page 26)Additional configuration options (page 27)

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Notification Engine overviewThis guide describes the major components and process flow of BMC Remedy IT Service Management (BMC Remedy ITSM) 7.5.00 Notification Engine. By understanding how all of the pieces work together, you can intelligently change the default configuration or make any necessary customizations to meet your organization's needs.

NOTE This guide is an addendum to the BMC Remedy IT Service Request Management 7.5.00 Configuration Guide.

To improve performance and scalability, the 7.5.00 version of the Notification Engine improves group notification processing and processes all notifications asynchronously.

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

To configure notifications, the primary option provided with the BMC Remedy ITSM 7.5.00 Suite is exposed on the People form for support staff. Additional behind-the-scenes configuration is available through back-end forms, but you must understand how all of the pieces fit together before attempting these types of changes.

The Notification Engine provides the following primary functions:

Determines notification recipients (group or individual).

Specifies the notification text.

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

Logs the notification details.

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Notification Engine architecture

Notification Engine architectureThe BMC Remedy ITSM notification subsystem is available to all BMC Remedy ITSM applications and is connected to the BMC Remedy Action Request System (AR System) Email Engine.

Figure 1-1: Notification Engine architecture

Major componentsThe following major components make up the notification subsystem architecture:

System Events and Message Catalog—Defines notification events and notification text.

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

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

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

Configuration settings and end-user preferences—Manages system default notifications and user notification preferences.

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System Events and Message CatalogThe System Events and Message Catalog contains all valid notification event definitions available in the notification subsystem. The following primary forms make up this catalog:

NTE:SYS-Define NT Events

NTE:CFG-Notification Events

SYS:Notification Messages

NTE:SYS-Define NT Events formNotification events are defined in the NTE:SYS-Define NT Events form and are specific to a BMC Remedy ITSM module (Incident, Problem, Change, Request, Purchase Requisition, Asset, and so on). Notification events are primarily configured for internal support staff notification, which is indicated by the Yes flag in the Support 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 this notification event.

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

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

You can also use notification events for email notifications to customers who might not 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 this setting without customization to the Notification Engine settings. If you install patches or later versions of the BMC Remedy IT Service Management, back up your work so that it is not overwritten by the installer. This warning applies to all customizations that you make to the Notification Engine.

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

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System Events and Message Catalog

NTE:CFG-Notification Events formThe NTE:CFG-Notification Events form stores all system-wide and user-specific preferences for predefined internal (support staff) notification events. Preferences defined here include the notification method (email or alert), whether a pager notification is sent, business hour usage, holiday usage, and whether the message is a group or individual notification.

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

SYS:Notification Messages formThe SYS:Notification Messages form contains the notification text for each event. The combination of Notification Message Tag, Locale, and Company fields must be unique. The notification workflow uses the Notification Message Tag to identify the specific message to be sent. You can associate each notification event with several notification 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 the substitution parameter and replaces it with the actual incident ticket number.

This form also displays the Support Staff Event flag to indicate whether the notification message is intended for customers or support staff. However, the notification workflow does not use this setting to determine the notification preferences to use when sending the notification. The actual filters supporting the notification determine whether the notification preferences are hard-coded (for example, always using email as the notification method, as with customer notifications) or retrieved from the NTE:CFG-Notification Events form (for example, use the system default or user-defined notification method specified for the recipient, as with support staff notifications).

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

NOTE Do not modify the Mapping section of the notification message. The notification system uses these mappings to identify what message to send, how to send the message, 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 to support the message must exist. Modifying the content of existing messages involves configuration, but creating new messages (to be sent under conditions not already defined by existing workflow) requires customization.

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

Notification system process controlThe NTE:SYS-Process Control interface form receives notification event requests from BMC Remedy ITSM. New to the BMC Remedy ITSM 7.5.00 release, the NTE:SYS-Process Control interface form processes all notification events, as shown in Figure 1-2.

Figure 1-2: Notification events processes

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

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

Table 1-1: NT:SYS-NT Process Control escalations

Escalation Description

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

SYS:NPC:TriggerGroupNotifications Processes group notifications.SYS:NPC:TriggerNonGroupNotifications Processes individual notifications.

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Notification interface

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

Verify the notification message exists in the SYS:Notification Messages form and that the message record is enabled.

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

Check business hours, business holidays, and notification preferences for support staff notifications.

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

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

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

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

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

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

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

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

If email is the notification method, the email message includes ARTask and URL shortcuts to the record. The NTE:NTS:Email_200_SystemNT filter executes when Email is the default method specified for the notification. To remove the ARTask and URL, 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 Email System (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 an audit record is created.

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Notification auditThe NTE:Notifier Log form contains every notification (alert, email, and pager) sent from the subsystem. Notification records are written to the log every time the system sends a notification. These entries appear in the application audit logs.

NOTE Manually archive or delete entries periodically.

Invoking the notification subsystemFilters are triggered on certain application events. Filters populate data on the source forms and then push data from the source forms to the NTE:SYS-NT Process Control form for processing. One or more notification filters can trigger a notification event. The contents of the Notification Message Tag field are passed to the NTE:SYS-NT Process Control form, so it must be unique and must correspond to a notification message in the SYS:Notification Messages form.

The notification filters perform the following actions:

Populate data on the source forms.

Push data from the source forms to the NTE:SYS-NT Process control form for processing.

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

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

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Notification transaction process

Notification transaction processA notification transaction uses the major components of the 7.5.00 Notification Engine, as shown in Figure 1-3.

Figure 1-3: Interaction of the major components in the 7.5.00 Notification Engine

Step 1 The NTE:SYS-NT Process Control form is the center of the Notification Engine. All notifications are pushed to this form first. Depending on which parameters are included, it determines whether the notification is a group notification or an individual notification. Calling applications pass this information to the NTE:SYS-NT Process Control form. This information includes details such as the application, the recipient of the notification, and information about the parent record.

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

The application uses out-of-the-box escalation pools 1, 2, and 3 to enable multithreading processing for the records contained in the NTE:SYS-NT Process Control form.

NTE :CFG-Notification

Events

CTM :People

Main Form

Notify SourceForm

SYS :NotificationMessages

NTE :CFG-PagerService Config

NTE :SYS -NT Process Control

NTE :Notifier

NTE :Notifier Log

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

1

Get Messages Dataif Data Flag = Yes

3

Escalations

Group and individual notifications are triggeredasynchronously, using Escalation Pools

EscalationNotifications marked forbusiness hoursare processed

Get Notification Message by Tag and Locale

All notifications aresent from this form

All notifications arewritten to this form

4Configuration form provides pager settingsand information for filter processing.

2

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

2

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NOTE Escalation pools are enabled through the AR System Administration Console. BMC Remedy IT Service Management does not set the pooling automatically, so the AR System Administrator must configure the escalation pools before running 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 for both group and individual notifications. All group and individual notifications are processed asynchronously.

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

SYS:NPC:TriggerNonGroupNotifications runs every minute against the NTE:SYS-NT Process Control form for individual notifications. This escalation runs within escalation pool 2.

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

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

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

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Notification workflow

Notification workflowWhen a notification event is triggered by an application event, workflow performs a series of checkpoints to determine whether the notification actually gets sent, as shown in Figure 1-4. First, it looks at a person's notification preferences in the CTM:People form to see whether the specific notification has been enabled or disabled. If it has been disabled, the notification is not sent.

Figure 1-4: Notification process flow

Next, if the notification has not been disabled for that user, the Notification Engine then 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 specific notification event does not exist (or it has been disabled), workflow looks for the System Default event. If a user event exists and is enabled, workflow looks at the specific user notification criteria.

Finally, application events trigger notifications to be sent to groups or specific individuals. Various notification events are installed with the applications in the NTE:CFG Notification Events form. Messages are stored in the SYS:Notification Messages form.

NotificationAvailability

YES

Notificationsuppressed

NOCTM:People

SYS:Notification Messages

Company & Enabled

Global & Enabled

NO

NTE:Notification Events

User & Enabled

System & EnabledNO

NO

NO

YES

NotificationIssuance

Use notification criteria from USER

record

Use notification criteria from

SYSTEM DEFAULT record

YES

YES

Use COMPANY specific

notification message

Use GLOBALLY defined

notification message

YES

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Additional notification formsIn addition to the primary notification forms, the Notification Engine has the supporting forms listed in Table 1-2.

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

NOTE User notification preferences override system notification preferences.

Table 1-2: Supporting notification forms

Form Description

NTE:Manual Notification

This display-only form is accessed from Incident or Problem forms and enables 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 7.5.00 release.

NTE:CFG-Country Code Option

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

NTE:CFG-Numeric Pager Prefix

This form is accessible from the Application Administration Console (Custom Configuration > Foundation > Notification Engine > Numeric Pager Prefix). It stores numeric identifiers related to application forms that 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 > Pager Service). It stores pager services information that can be used by BMC Remedy ITSM. You must configure pager services before you can select this 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 Service Providers (ITSP) and is not used in BMC Remedy ITSM 7.x.

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Configuring notifications

Globally modifying system default settingsYou can globally modify the system default settings by retrieving the record for the Notification Event (for example, User) or the Notification Event Type of System Default in the NTE:CFG-Notification Events form.

To globally modify system default settings

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

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

3 To turn off group notifications (that is, send a notification only when an individual assignee is specified), set the Group Notifications flag to No. This settings can be overridden individually by queue managers so that they are the only users to receive notifications when no individual assignee is specified.

4 Save your changes to the records.

Modifying notification message textThe message text for predefined notifications is stored in the SYS:Notification Messages form. Each message is uniquely identified by the combination of Notification Message Tag and Locale.

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

You can used field variables in the notification message text fields by enclosing them in #. They are translated by workflow. Using field variables in notification messages other than the default text requires customization to create the corresponding translation workflow.

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

Table 1-3: Notification message text fields

Field Description

Pager Message Alpha Contains the text sent to an alphanumeric pager. Notification Text Contains the text sent to BMC Remedy Alert.Email Subject Line Contains the text included in the subject line of an 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).

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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 to send the message, and when it should send it. Your changes can break the workflow.

Configuring support group notificationsYou 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 group notifications by their support group.

Figure 1-5: Configuring support group notifications

The Notification Engine uses the same asynchronous process for both group and individual 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 configuring support groups, see the BMC Remedy IT Service Management 7.5.00 Configuration Guide.

Configuring Notification Engine escalation pools

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

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Extending the Notification Engine escalation pools

To configure Notification Engine escalation pools

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

2 Click System > General > Server Information.

3 Click the Ports and Queues tab.

Figure 1-6: Configuring escalation pools

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

You can change the value to a maximum of 6.

5 Click OK.

Extending the Notification Engine escalation pools

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

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

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

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

NTE:NPC:SetNonGroupEscalationPool_010_Set`!

NTE:NPC:SetGroupEscalationPool_010_Set`!

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

NOTE Enabling these filters is a customization of the Notification Engine subsystem. If you install patches or later versions of BMC Remedy IT Service Management, back up your work so that it is not overwritten by the installer.

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

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Extending the Notification Engine escalation pools

Multithreading filter workflow for NTE:NPC:SetNonGroupEscalationPool_010_Set`!

To enable the proper sequence of the pools in the range between the Escalation Pool Start Range and Escalation Pool End Range values, the Escalation Pool Number field in the NTE:SYS-NT Process Control form is set by performing a modulo operation on the entry ID. The Escalation Pool Number value is then used as part of the qualification of the escalation, so that a particular escalation processes only notification 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 Pool End Range from the Escalation Pool Start Range and adding 1.

As a result, the Escalation Pool Number = a%n + Escalation Pool Start Range.

Incrementing a by 1 for every new Notification Process Control record makes sure that the Escalation Pool Number value follows a round-robin approach that starts at the Escalation Pool Start Range value and ends with the Escalation Pool End Range value. 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 Pool End Range is 3. The Escalation Pool Number value for each Notification Process Control record sequences between 2 and 3.

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

Multithreading filter workflow for NTE:NPC:SetGroupEscalationPool_010_Set`!

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

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

Action Description

Push Fields Creates the record in which to store the entry ID that is used to calculate the Escalation 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) + 1z1D Integer01= $LASTID$

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

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For example, if you set the group escalations to run in escalation pools 4 and 6, the Escalation 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 record sequences between 4 and 6.

The NTE:NPC:SetGroupEscalationPool_010_Set`! filter uses the workflow actions listed in Table 1-5:

Setting up escalation workflow to process the multithreaded individual 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 group notifications. These escalations serve as examples when enabling the multithreading filter 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 individual notification records and three escalation pools to process group notification records, you must perform the following procedure to enable the escalation workflow.

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

Action Description

Push Fields Creates record to get entry ID that is used to calculate the 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) + 1z1D Integer01= $LASTID$

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

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Extending the Notification Engine escalation pools

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 1-8).SYS:NPC:TriggerNonGroupNotificationsPool2

SYS:NPC:TriggerNonGroupNotificationsPool3

SYS:NPC:TriggerGroupNotificationsPool4

SYS:NPC:TriggerGroupNotificationsPool5

SYS:NPC:TriggerGroupNotificationsPool6

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

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

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The filter workflow in this example sets EscalationPoolNumber to 2, to 3, and then back to 2, and so on, in a round-robin fashion when individual notification records 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 back to 4, and so on, when group notification records are created.

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

Disabling notificationsBecause workflow for customer notifications differs from support notifications, the procedure for disabling differs between the two.

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

The first filter checks whether the notification event is enabled.

If the first filter found the enabled notification event, the second filter starts the notification process. Otherwise, it does nothing.

However, if you disable the associated messages in the SYS:Notification Messages 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 notificationsYou can disable support staff notifications in the SYS:Notification Messages form. There is no workflow associated with any status other than Enabled for all configuration data. Any record with the Status not set to Enabled is considered to be disabled, from a workflow perspective. You must decide how you want to use the provided status values and how you maintain the configuration data.

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Additional configuration options

Table 1-6 describes the recommended guidelines.

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

The Change Management Rules form (Custom Configuration > Change Management > 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 are configured only for the following change states: Request for Change, Planning In Progress, Scheduled for Approval, Canceled, Rejected, and Completed.

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

Table 1-6: Guidelines for disabled support staff notifications

Status Description

Proposed Data is part of a planned change to the configuration data but is not yet in use in the current environment. For example, a notification message has been entered and is awaiting approval before you enable it.

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

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

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Appendix

A

BMC Remedy ITSM notification events

This appendix lists all the notification events used in BMC Remedy ITSM 7.5.00.

The following topics are provided:BMC Remedy Incident Management notification events (page 30)BMC Remedy Problem Management notification events (page 32)BMC Remedy Change Management notification events (page 34)Release Management notification events (page 41)Activity module notification events (page 41)Task Management System notification events (page 42)BMC Remedy Asset Management notification events (page 42)License Management notification events (page 44)Global notification events (page 45)

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BMC Remedy Incident Management notification eventsTable A-1: BMC Remedy Incident Management notification events

Event Message tag Filter Description

Assignment HPD-INC-AssigneeAssignment

HPD:INC:NTAssignee_800_SetTag

Notifies the Assignee when the assignment changes and the Incident is not Resolved.

Assignment HPD-INC-GroupAssignment

HPD:INC:NTAsgGrp_805_SetTag

Notifies the Assigned Group when the assignment changes and the Incident is not Resolved.

Assignment HPD-INC-ShiftGroupAssignment

HPD:INC:NTAsgShiftGrp_810_SetTag

Notifies the Assigned Group Shift when the assignment changes and the Incident is not Resolved.

Cancellation HPD-INC-CustomerCancellationNT

HPD:INC:NTCustCancelled_857_SetTag

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

Change Associations

HPD-CRQ-ChangeRequestStatus

HPD:HAS:NotifyICComplt-NPC_100_Push

Notifies the Assigned Group when the status of an associated Change Request is changed to Completed.

Known Error Solution

HPD-PKE-PermanentSolutionDetermined

HPD:HAS:NotifyKnwnErrPermSoln_806_PNPC

Notifies the Incident Assignee or the Assigned Group when the Resolution of an associated Known Error is modified.

Known Error Workaround

HPD-PKE-TempWorkaroundDetermined

HPD:HAS:NotifyKnwnErrTempSoln_NPC_100_Push

Notifies the Incident Assignee or the Assigned Group when the Workaround of an associated Known Error is modified.

OLA Resolution Escalated Notification

HPD-INC-AssigneeOLAResolutionEscalation

HPD:INC:NTOLAAssignee_886_SetTag

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

OLA Resolution Escalated Notification

HPD-INC-GroupAssignmentOLAResolutionEscalation

HPD:INC:NTOLAAssignGrp_885_SetTag

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

Ownership Assignment

HPD-INC-OwnerAssignment

HPD:INC:NTOwner_800_SetTag

Notifies the Assigned Owner when Ownership of the Incident has been set.

Ownership Assignment

HPD-INC-GroupOwnerAssignment

HPD:INC:NTOwnerGrp_820_SetTagHPD:INC:NTOwnerGrp_821_SetTag

Notifies the Assigned Owner Group when Ownership Group of the Incident has been set.

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

Problem Investigation Associations

HPD-PBI-IncidentInvestigationAssociation

HPD:HAS:NotifyIncident_NPC_100_Push

Notifies the Assignee or the Assigned Group when the Incident is associated to a Problem Investigation from the Problem Investigation form.

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Problem Investigation Completion

HPD-PBI-InvestigationCompleted

HPD:HAS:NTPBIComplt_NPC_100_Push

Notifies the Assignee or the Assigned Group when an associated Problem Investigation is completed.

Requester Incident Receipt Confirmation

HPD-INC-CustomerReceiptConfirmation

HPD:INC:NTCustConfirm_851_SetTag

Notifies the Requester when an open Incident is submitted.

Requester Incident Re-opened

HPD-INC-CustomerReOpenNT

HPD:INC:NTCustReOpen_855_SetTag

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

Requester Incident Resolution

HPD-INC-CustomerResolutionNT

HPD:INC:NTCustRes_853_SetTag

Notifies the Requester when an open Incident is Resolved or Closed.

Requester Incident Resolution

HPD-INC-DirectContactResolutionNT

HPD:INC:NTDirectContactRes_853_SetTag

Notifies the Contact Person when an open Incident is Resolved or Closed.

Resolution HPD-INC-AssigneeDuplicateResolution

HPD:INC:NTAssignee_845_DupRes-SetTag

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

Resolution HPD-INC-GroupAssignedDuplicateResolution

HPD:INC:NTAsgGrp_846_DupRes-SetTag

Notifies the Assignee Group when the duplicate Incident is Resolved by the original Incident.

Resolution HPD-INC-GroupOwnerDuplicateResolution

HPD:INC:NTOwnerGrp_841_DupRes-SetTag

Notifies Incident Owner Group when the duplicate Incident is Resolved by the original Incident

Resolution HPD-INC-GroupOwnerResolution

HPD:INC:NTOwnerGrpRes_830_SetTag

Notifies Incident Owner Group when the Incident has been resolved.

Resolution HPD-INC-OwnerDuplicateResolution

HPD:INC:NTOwner_840_DupRes-SetTag

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

Resolution HPD-INC-OwnerResolution

HPD:INC:NTOwnerRes_825_SetTag

Notifies Incident Owner when the Incident has been resolved.

SLA Resolution Escalation

HPD-INC-GroupAssignmentSLAResolutionEscalation

HPD:INC:NTSLAAssignGrp_881_SetTag

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

SLA Resolution Escalation

HPD-INC-AssigneeSLAResolutionEscalation

HPD:INC:NTSLAAssignee_884_SetTag

Notifies Incident assignee when the Incident has escalated for SLA resolution.

SLA Resolution Escalation

HPD-INC-SVTMgrGroupAssignmentResolutionEscalation

HPD:INC:NTSVTMgrAssignGrp_888_SetTag

Notifies Incident Owner Group when the Incident has been escalated for service target resolution.

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

Event Message tag Filter Description

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BMC Remedy Problem Management notification events

SLA Resolution Escalation

HPD-INC-SVTMgrOwnerGroupResolutionEscalation

HPD:INC:NTSVTMgrOwnerGrp_890_SetTag

Notifies the Incident Manager of the Owner Group when the Incident begins SLA escalation.

SLA Resolution Escalation

HPD-INC-SVTOwnerResolutionEscalation

HPD:INC:NTSVTrOwner_883_SetTag

Notifies the Incident Owner when the Incident is escalated for resolution according to the terms of the SLA.

SLA Resolution Escalation

HPD-INC-SVTOwnerGroupResolutionEscalation

HPD:INC:NTSVTOwnerGrp_882_SetTag

Notifies the Incident Owner Group when the Incident is escalated for resolution according 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 related CI Unavailability record has been restored (that is, the outage has been resolved), when a CI Unavailability record is set to Restored. The Notification is sent only to Assignees of Incidents that are related to the CI Unavailability record.

Vendor Assignment

HPD-INC-VendorAssignmentNT

HPD:INC:NTVendorAssignment_861_SetTag

Notifies Vendor Support Group.

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

Event Message tag Filter Description

Table A-2: BMC Remedy Problem Management notification events

Event Message tag Filter Description

Unavailability Restored

AST-PBI-NotifyInvestigationAssigneeCIUARestored

INT:ASTHPD:AAA:NotifyCIUARestored_Incident_120_SubmitNTE

Notifies the Problem Investigation Assignee that the related CI Unavailability has been restored.

Unavailability Restored

AST-PBI-NotifyInvestigationManagerCIUARestored

INT:ASTPBM:AAA:NotifyCIUARestored_Investigaton_120_SubmitNTEManager

Notifies the Problem Investigation Problem Manager that the related CI Unavailability has been restored.

Solution Assignment

PBM-KDB-AssigneeGroupAssignment

PBM:KDB:AssigneeGrp_810_SetTag

Notifies the Assigned Group that the Solution assignment information has changed and there is no individual assignee.

Solution Assignment

PBM-KDB-AssigneeIndivAssignment

PBM:KDB:AssigneeIndiv_810_SetTag

Notifies the Assignee that the Solution assignment information has changed.

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Problem Assignment

PBM-PBI-ProblemGroupAssignment

PBM:PBI:AssgnGrp_810_SetTag

Notifies the Assigned Group that the Problem Investigation assignment information has changed and there is no individual assignee.

Problem Assignment

PBM-PBI-ProblemAssigneeAssignment

PBM:PBI:AssgnInd_810_SetTag

Notifies the Assignee that the Problem Investigation assignment information has changed.

Problem Cancelled

PBM-PBI-ProblemInvestigationRequesterCancellation

PBM:PBI:Cancelled_830_Requester-SetTag

Notifies the Requester that the Problem Investigation has been cancelled by the Problem Manager.

Problem Completed

PBM-PBI-ProblemInvestigationManagerGroupCompletion

PBM:PBI:Completed_820_PBMMgrGrp-SetTag

Notifies the Problem Manager Group that the Problem Investigation has been completed and there is no individual Problem Manager.

Problem Completed

PBM-PBI-ProblemInvestigationManagerCompletion

PBM:PBI:Completed_820_PBMMgr-SetTag

Notifies the Problem Manager that the Problem Investigation has been completed.

Problem Completed

PBM-PBI-ProblemInvestigationRequesterCompletion

PBM:PBI:Completed_830_Requester-SetTag

Notifies the Requester that the Problem Investigation has been completed.

Problem Manager Assignment

PBM-PBI-ProblemManagerAssignment

PBM:PBI:PBMMgr_800_SetTag

Notifies the Problem Manager that the Problem Manager assignment information has changed.

Problem Manager Assignment

PBM-PBI-ProblemManagerGroupAssignment

PBM:PBI:PBMMgrGrp_800_SetTag

Notifies the Problem Manager Group that the Problem Manager assignment information has changed and there is no individual assignee.

Change Completed

PBM-PAS-AssigneeAssociatedChangeCompletion

PBM:PAS:NTICComplt_803_Ass-PNPC

Notifies the Problem Assignee that a change request related to the Problem Investigation has been completed.

Change Completed

PBM-PAS-ManagerAssociatedChangeCompletion

PBM:PAS:NTICComplt_802_Mgr-PNPC

Notifies Problem Manager that an related to the Problem Investigation has been completed.

Known Error Assignment

PBM-PKE-GroupAssignment

PBM:PKE:AssgneeGrpChg_803_SetTag

Notifies the Assigned Group that the Known Error assignment information has changed and there is no individual assignee.

Known Error Assignment

PBM-PKE-AssigneeAssignment

PBM:PKE:AssgneeIndChg_802_SetTag

Notifies the Assignee that the Known Error assignment information has changed.

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

Event Message tag Filter Description

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BMC Remedy Change Management notification events

Known Error Manager Assignment

PBM-PKE-ProblemManagerAssignment

PBM:PKE:PBMMgrChg_800_SetTag

Notifies the Problem Manager that the Known Error Problem Manager assignment information has changed.

Known Error Manager Assignment

PBM-PKE-ProblemManagerGroupAssignment

PBM:PKE:PBMMgrGrpChg_801_SetTag

Notifies the Problem Manager that the Known Error Problem Manager assignment information has changed and there is no individual assignee.

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

Event Message tag Filter Description

Table A-3: BMC Remedy Change Management notification events

Event Message tag Filter Description

Requester Change Cancellation

CHG-CRQ-Customer-CancellationNotification

CHG:CRQ:NTCustCancel_858_SetTag

Notifies the customer that the change request is set to the Cancelled status.

Requester Change Cancellation

CHG-CRQ-RequesterNonSG-CancellationNotification

CHG:CRQ:StatusCancelled_858_RqsternonSupportGrp-SetTag

Notifies the requester that the change request is set to the Cancelled status.

Requester Change Cancellation

CHG-CRQ-Requester-CancellationNotification

CHG:CRQ:StatusCancelled_858_Rqster-SetTag

Notifies the Requester that the change request is set to the Cancelled status.

Requester Completion

CHG-CRQ-Customer-CompletionNotification

CHG:CRQ:NTCustCompletion_855_SetTag

Notifies the customer that the change request is set to the Completed status.

Requester Change Receipt Confirmation

CHG-CRQ-Customer-ReceiptConfirmation

CHG:CRQ:NTCustConfirm_803_SetTag

Notifies the customer that a change request has been submitted.

Requester Change Scheduled

CHG-CRQ-Customer-ScheduledNotification

CHG:CRQ:NTCustScheduled_850_SetTag

Notifies customer that the change request is set to the Scheduled status.

Requester Change Re-scheduled

CHG-CRQ-RequesterNonSG-RFCRescheduled

CHG:CRQ:StatusDraftNonSupportGrpSetTag_110_Submit

Notifies Requester that the change request has been rescheduled.

Requester Change Re-scheduled

CHG-CRQ-Requester-RFCRescheduled

CHG:CRQ:StatusDraftSetTag_100_Submit

Notifies Requester that the change request has been rescheduled.

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Requester Rejection

CHG-CRQ-RequesterNonSG-RFCReturnedtoDraft

CHG:CRQ:StatusDraftNonSupportGrpSetTag_130_Submit

Notifies Requester that the change request has been returned to the Draft status.

Requester Rejection

CHG-CRQ-Requester-RFCReturnedtoDraft

CHG:CRQ:StatusDraft-SetTag_120_Submit

Notifies Requester that the change request has been returned to the Draft status.

Change Assignee Assignment

CHG-CRQ-Assignee-Group&IndividualReassignment

CHG:CRQ:ChgAssignee-ReassignSetTag_330_Submit

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

Implementer Assignment

CHG-CRQ-Implementer-Group&IndividualReassignment

CHG:CRQ:ChgImplementerReassignSetTag_340_Submit

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

Change Manager Assignment

CHG-CRQ-Manager-Group&IndividualReassignment

CHG:CRQ:ChgMgrReassignSetTag_350_Submit

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

Change Assignee Planning

CHG-CRQ-AssigneeGroup-PIPAcceptedGroupAssignment

CHG:CRQ:StatusPIPAcceptedCAGrpSetTag_200_Submit

Notifies change assignee group that the change request is set to the Planning In Progress status.

Change Assignee Latent Completion

CHG-CRQ-Assignee-PIPAcceptedAssignment

CHG:CRQ:StatusPIPAcceptedCASetTag_180_Submit

Notifies change assignee group that the change request is set to the Planning In Progress status.

Change Assignee Latent Completion

CHG-CRQ-Assignee-LatentCompletionNotification

CHG:CRQ:LatentCHGCloseCASetTag_360_Submit

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

Change Manager Latent Completion

CHG-CRQ-Manager-LatentCompletionNotification

CHG:CRQ:LatentCHGCloseCMSetTag_370_Submit

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

Change Manager Re-scheduled

CHG-CRQ-ManagerGroup-RescheduledRFCGroupAssignment

CHG:CRQ:ReSchRFCCABGrpSetTag_400_Submit

Notifies change manager group of change manager assignment for a rescheduled change request.

Change Manager Re-scheduled

CHG-CRQ-Manager-RescheduledRFCAssignment

CHG:CRQ:ReSchRFCCABMgrSetTag_380_Submit

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

Change Assignee Re-scheduled

CHG-CRQ-AssigneeGroup-RescheduledRFCGroupAssignment

CHG:CRQ:ReSchRFCChgAssgnGrpSetTag_410_Submit

Notifies change assignee group of assignment for a rescheduled change request.

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

Event Message tag Filter Description

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Change Assignee Scheduled

CHG-CRQ-Assignee-RescheduledRFCAssignment

CHG:CRQ:ReSchRFCChgAssgnSetTag_390_Submit

Notifies change assignee of assignment for a rescheduled change request.

Approval CHG-CRQ-Manager-ApprovalRejected

CHG:CRQ:NotifyOnRejectApproval-CM

Notifies the assignee that the change has been rejected during an approval phase.

Approval CHG-CRQ-ManagerGroup-ApprovalRejected

CHG:CRQ:NotifyOnRejectApproval-CMGrp

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

Change Manager Next Dependent Change

CHG:CRQ:NotifySupDepChgClos_795_NO

CHG:CRQ:NotifySupDepChgClos_795_NO

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

Note: This filter is disabled by default.Non-Approval Information

CHG-NAN-InformationalNonApprovalNTForGroup

APR:NAN:NotifyGroup_820`!

Notifies non-approver group that the change request has completed an approval process phase.

Note: This special filter is used with approvals for performing notifications.

Non-Approval Information

CHG-NAN-InformationalNonApprovalNTForIndividual

APR:NAN:NotifyIndividual_810_NotifType`!

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

Note: This special filter is used with approvals for performing notifications.

Non-Approval Information

CHG-NAN-InformationalNonApprovalNTForIndividual

APR:NAN:NotifyIndividual_810`!

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

Note: This special filter is used with approvals for performing notifications.

Change Assignee Completion

CHG-CRQ-Assignee-Group&IndividualCompletionNotification

CHG:CRQ:StatusCompleted_855_CA+CAGrp-SetTag

Notification to change assignee group that the change request is set to the Completed status.

Change Assignee Completion

CHG-CRQ-Assignee-Group&IndividualFinalReviewCompleted

CHG:CRQ:StatusCompletedWReason_855_CA+CAGrp-SetTag

Notification to change assignee that the change request is set to the Completed status and the change request status reason is Final Review Complete.

Change Manager Completion

HG-CRQ-Manager-Group&IndividualCompletionNotification

CHG:CRQ:StatusCompleted_855_CM+CMGrp-SetTag

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

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

Event Message tag Filter Description

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BMC Remedy Change Management notification events

Change Manager Completion

CHG-CRQ-Manager-Group&IndividualFinalReviewCompleted

CHG:CRQ:StatusCompletedWReason_855_CM+CMGrp-SetTag

Notification to change manager that the change request is set to the Completed status and the change request status reason is Final Review Complete.

Requester Completion

CHG-CRQ-RequesterNonSG-ChangeCompletionNotification

CHG:CRQ:StatusCompleted_855_RqsterNonSupportGrp-SetTag

Notification to Requester that the change request is set to the Completed status.

Requester Completion

CHG-CRQ-Requester-ChangeCompletionNotification

CHG:CRQ:StatusCompleted_855_Rqster-SetTag

Notification to Requester that the change request is set to the Completed status.

Change Manager Predecessor Completion

CHG-CRQ-PredecessorStatusInformation

CHG:CHA:NotifyIDComplt_801_PNPC

Notifies change manager of a predecessor Change completion.

Change Assignee Pre-planning

CHG-CRQ-AssigneeGroup-RFCGroupAssignment

CHG:CRQ:StatusRFCCAGrpSetTag_150_Submit

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

Note: You can configure this setting in the change configuration rules.

Change Assignee Pre-planning

CHG-CRQ-Assignee-RFCAssignment

CHG:CRQ:StatusRFCCASetTag_140_Submit

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

Note: You can configure this setting in the change configuration rules.

Change Manager Pre-planning

CHG-CRQ-ManagerGroup-RFCGroupAssignment

CHG:CRQ:StatusRFC_815_CMGrp-SetTag

Notifies change manager group that the change request is set to the Request for Change status.

Note: You can configure this setting in the change configuration rules.

Change Manager Pre-planning

CHG-CRQ-Manager-RFCAssignment

CHG:CRQ:StatusRFCCMSetTag_160_Submit

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

Note: You can configure this setting in the change configuration rules.

Change Manager Planning

CHG-CRQ-ManagerGroup-PIPAcceptedGroupAssignmen

CHG:CRQ:StatusPIPAcceptedCMGrpSetTag_220_Submit

Notifies change manager group that the change request is set to the Planning in Progress status.

Note: You can configure this setting in the change configuration rules.

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

Event Message tag Filter Description

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Change Manager Planning

CHG-CRQ-Manager-PIPAcceptedAssignment

CHG:CRQ:StatusPIPAcceptedCMSetTag_190_Submit

Notifies change manager that the change request is set to the Planning in Progress stage.

Note: You can configure this setting in the change configuration rules.

Change Assignee Planning

CHG-CRQ-AssigneeGroup-PIPAssignedGroupAssignment

CHG:CRQ:StatusPIPAssignedCAGrpSetTag_230_Submit

Notifies change assignee group that the change request is set to the Planning in Progress status.

Note: You can configure this setting in the change configuration rules.

Change Assignee Assignment

CHG-CRQ-Assignee-PIPAssignedAssignment

CHG:CRQ:StatusPIPAssigned_817_CA-SetTag

Notifies change assignee that the change request is set to the Planning in Progress status.

Note: You can configure this setting in the change configuration rules.

Implementer Assignment

CHG-CRQ-ImplementerGroup-PIPAssignedGroupAssignment

CHG:CRQ:StatusPIPAssignedCImpGrpSetTag_240_Submit

Notifies change implementer group that the change request is set to the Planning in Progress status.

Change Manager Assignment43

CHG-CRQ-ManagerGroup-PIPAssignedGroupAssignment

CHG:CRQ:StatusPIPAssignedCMGrpSetTag_250_Submit

Notifies change manager group that the change request is set to the Planning in Progress status.

Note: You can configure this setting in the change configuration rules.

Change Manager Assignment

CHG-CRQ-Manager-PIPAssignedAssignment

CHG:CRQ:StatusPIPAssigned_817_CSetTag

Notifies change manager that the change request is set to the Planning in Progress status.

Note: You can configure this setting in the change configuration rules.

Change Assignee Scheduled For Review

CHG-CRQ-AssigneeGroup-SFRGroupNotification

CHG:CRQ:StatusSchedForRevCAGrpSetTag_260_Submit

Notifies change assignee group that the change request is set to the Scheduled For Review status.

Change Assignee Scheduled For Review

CHG-CRQ-Assignee-SFRNotification

CHG:CRQ:StatusSchedForRevCA_818_SetTag

Notifies change assignee that the change request is set to the Scheduled For Review status.

Change Manager Scheduled for Review

CHG-CRQ-ManagerGroup-SFRGroupNotification

CHG:CRQ:StatusSchedForRevCMGrpSetTag_280_Submit

Notifies change manager group that the change request is set to the Scheduled For Review status.

Change Manager Scheduled for Review

CHG-CRQ-Manager-SFRNotification

CHG:CRQ:StatusSchedForRevCMSetTag_270_Submit

Notifies change manager that the change request is set to the Scheduled For Review status.

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

Event Message tag Filter Description

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Change Assignee Scheduled For Review

CHG-CRQ-AssigneeGroup-SFRWithTaskGroupNotification

CHG:CRQ:StatusSchedForRevCAGrpWithTskSetTag_290_Submit

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

Change Assignee Scheduled For Review

CHG-CRQ-Assignee-SFRWithTaskNotification

CHG:CRQ:StatusSchedForRevCAWithTskSetTag_300_Submit

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

Change Manager Scheduled for Review

CHG-CRQ-ManagerGroup-SFRWithTaskGroupNotification

CHG:CRQ:StatusSchedForRevCMGrpWithTskSetTag_310_Submit

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

Change Assignee Assignment

CHG-CRQ-Assignee-Group&IndividualReassignment

CHG:CRQ:StatusSchedForRevCMWithTskSetTag_320_Submit

Notifies change manager that the change request is set to the Scheduled For Review status. This request includes a task.

Implementer Planning

CHG-CRQ-Implementer-PIPAssignedAssignment

CHG:CRQ:StatusPIPAssignedCImpSetTag_210_Submit

Notifies change implementer that the change request is set to Planning in Progress and status reason is Assigned, or the change request is set to Planning in Progress and the status reason is set to Assigned from Accepted. This request does not include a task.

Implementer Scheduled

CHG-CRQ-ImplementerGroup-ScheduledGroupAssignment

CHG:CRQ:StatusScheduled_850_CImpGrp-SetTag

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

Implementer Scheduled

CHG-CRQ-Implementer-ScheduledAssignment

CHG:CRQ:StatusScheduled_850_CImp-SetTag

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

Change Assignee Scheduled

CHG-CRQ-AssigneeGroup-ScheduledNoImpactGroupNotification

CHG:CRQ:StatusScheduledNoImpct_850_CAGrp-SetTag

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

Change Assignee Scheduled

CHG-CRQ-Assignee-ScheduledNoImpactNotification

CHG:CRQ:StatusScheduledNoImpct_850_CA-SetTag

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

Change Manager Scheduled

CHG-CRQ-ManagerGroup-ScheduledNoImpactGroupNotification

CHG:CRQ:StatusScheduledNoImpct_850_CMGrp-SetTag

Notifies change manager group that the No Impact change request is set to the Scheduled status.

Change Manager Scheduled

CHG-CRQ-Manager-ScheduledNoImpactNotification

CHG:CRQ:StatusScheduledNoImpct_850_CSetTag

Notifies change manager group that the No Impact change request is set to the Scheduled status.

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

Event Message tag Filter Description

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Requester Change Scheduled

CHG-CRQ-RequesterNonSG-ScheduledNotification

CHG:CRQ:StatusScheduled_850_RqsterNonSupportGrp-SetTag

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

Requester Change Scheduled

CHG-CRQ-Requester-ScheduledNotification

CHG:CRQ:StatusScheduled_850_Rqster-SetTag

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

Change Assignee Completion

CHG-CRQ-Assignee-Group&IndividualFinalReviewCompleted

CHG:CRQ:StatusCompletedWReasonWTsk_856_CA+CAGrp-SetTag

Notifies change assignee that the change request is set to the Completed status with a status reason of Final Review Complete. All tasks in the request have been completed.

Note: You can configure this setting in the change configuration rules.

Change Manager Completion

CHG-CRQ-Manager-Group&IndividualFinalReviewCompleted

CHG:CRQ:StatusCompletedWReasonWTsk_856_CM+CMGrp-SetTag

Notifies change manager that the change request is set to the Completed status with a status reason of Final Review Complete. All tasks in the request have been completed.

Note: You can configure this setting in the change configuration rules.

Change Assignee Completion

CHG-CRQ-Assignee-Group&IndividualCompletionWithTaskNotification

CHG:CRQ:StatusCompletedWTsk_856_CA+CAGrp-SetTag

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

Note: You can configure this setting in the change configuration rules.

Change Manager Completion

CHG-CRQ-Manager-Group&IndividualCompletionWithTaskNotification

CHG:CRQ:StatusCompletedWTsk_856_CM+CMGrp-SetTag

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

Note: You can configure this setting in the change configuration rules.

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

Event Message tag Filter Description

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Release Management notification events

Release Management notification eventsThe following notification events are new in the 7.5.00 release. Configure the rules 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 Milestone of a release is set to Planning and the Status is set to Planning Approval. For more information, see the BMC Remedy IT Service Management 7.5.00 Configuration Guide.

Activity module notification eventsThe following notification events are new in the 7.5.00 release. 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 7.5.00 Configuration Guide.

Table A-4: Release Management notification events

Event Message tag Filter Description

Release Assigned

RMS-APR-ApprovalNTForIndividual

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

Release Updated RMS-RLM_Requester-ReleaseCompletionNotification

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

Table A-5: Activity module notification events

Event Message tag Filter Description

Activity Assigned

AAS_AAS_Assigned_Group

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

Activity Assigned

AAS_AAS_Assigned_Individual

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

Activity Status Changed

AAS_AAS_StatusChanged

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

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Task Management System notification events

BMC Remedy Asset Management notification events

Table A-6: Task Management System notification events

Event Message tag Filter Description

Task Assigned TMS_TAS_Assigned_Individual

TMS:TAS:Assignment_StartPostAssignmentProcess

Notifies assignee when the assignment engine modifies the task and the Assignee+ field is not empty. No notifications are sent to the assignee group.

Task Assigned TMS_TAS_Assigned_Individual

TMS:TAS:Assignment_StartManualAssignmentProcess

Notifies assignee when you modify a task if you enter a different assignee from the Assignee+ field. The new assignee cannot match the previous assignee. No notifications are sent to the assignee group.

Task Assigned TMS_TAS_Assigned_Individual

TMS:TAS:Assignment_StartManualAssignmentProcess_Submit

Notifies assignee when creating a task if you enter an assignee in the Assignee+ field. No notifications are sent to the assignee group.

Task Status Changed

TMS_TAS_StatusChanged

TMS:TAS:StatusChangedCallNotifyGuide

Notifies assignee when you modify a task and change its status. If there is no assignee specified in the Assignee+ field, the assignee group is notified.

Table A-7: Asset Management notification events

Event Message tag Filter Description

Approval AST-APR-ApprovalNTForIndividual

AST:ARD:NewApprovalNotification-ParseApprovers-NotifySupport`!

Notifies the requester’s manager that a purchase requisition requires approval.

Asset Scheduled Maintenance

AST-AVI-AssetScheduledMaintenance

AST:Asset Schedule View_NotifyofExpire04_Asset

Notifies Asset Manager of next scheduled maintenance/audit date for an Asset.

Bulk Inventory Reorder

AST-AIQ-BulkInventoryReorder

ASI:AIQ:NotifyReorder_803

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

CI Status Change AST-SHR-ConfigItemStatusChange

ASI:AEO:NotifyPeople_850_`!

Notifies individual or group when a CI changes key attributes, such as status or categorization.

Configuration Item Approval

AST-ANF-ConfigurationItemApproval

AST:ANF:StartApprovalProcess_600

Notification message is hard coded in this filter. Message tag in SYS:Notification Messages form is not used.

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Configuration Scheduled Maintenance

AST-AVI-ConfigurationScheduledMaintenance

AST:AVI:NotifyofExpire_804_Asset

Notifies Asset Notification Contract of next scheduled maintenance date for a configuration.

Contract Expiration

AST-CON-OwnerGroup-ContractExpiry

AST:CTB:SendExpiredMsgGrp04`!

Notifies the Contract Owner Group when the current date is later than the Contract Expiry Date.

Contract Expiration Warning

AST-CON-OwnerGroup-ContractExpiryWarning

AST:CTB:NotifyofExpire04`!AST:CTB:NotifyofExpireGroup04`!

Notifies the Contract Owner Group or Individual when the current date is within the specified number of days of the Contract Expiry Date.

Resolution Escalation

AST-AOT-AssigneeOLAResolutionEscalation

AST:AOT:NTOLAAssignee_812_SetTag

Notifies the designated group or individual when an Unavailability record is not Restored and the time allotted for resolution by the corresponding OLA has elapsed.

Resolution Escalation

AST-AOT-GroupOLAResolutionEscalation

AST:AOT:NTOLAAssignGrp_815_SetTag

Notifies the assigned group when an Unavailability record is escalated for OLA resolution.

Resolution Escalation

AST-AOT-AssigneeSLAResolutionEscalation

AST:AOT:NTSLAAssignee_816_SetTag

Notifies the assignee when an Unavailability record is escalated for SLA resolution.

Resolution Escalation

AST-AOT-GroupSLAResolutionEscalation

AST:AOT:NTSLAAssignGrp_811_SetTag

Notifies the assignee group when an Unavailability record is escalated for SLA resolution.

Resolution Escalation

AST-AOT-SVTAssignMgrGroupResolutionEscalation

AST:AOT:NTSSVTMgrAssignGrp_816_SetTag

Notifies the individual or assignee group availability manager when an Unavailability record is escalated for SLA resolution.

Unavailability Assignment

AST-AOT-CIUAAssigneeAssignment-NoXREF

AST:AOT:NTAssignee-NoXR_805

Notifies the assignee of an open Unavailability record when the assignment changes and is not cross-referenced to another request.

Unavailability Assignment

AST-AOT-CIUAAssigneeAssignment-XREF

AST:AOT:NTAssignee-XREF_800

Notifies the assignee of an open Unavailability record when the assignment changes and is cross-referenced to another request.

Unavailability Assignment

AST-AOT-CIUAGroupAssignment-NoXREF

AST:AOT:NTAsgGrp-NoXREF_815

Notifies the assigned group of an open Unavailability record when the assignment changes and is not cross-referenced to another request.

Unavailability Assignment

AST-AOT-CIUAGroupAssignment-XREF

AST:AOT:NTAsgGrp-XREF_810

Notifies the assigned group of an open Unavailability record when the assignment changes and is cross-referenced to another request.

Table A-7: Asset Management notification events (Continued)

Event Message tag Filter Description

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License Management notification eventsThe following notification events are new in the 7.5.00 release.

Configuration Item Approval

AST-ANF-ConfigurationItemApproval

AST:ANF:NotifyExpireIndiv805AST:ANF:NotifyExpireGrp_804

Notifies approving manager that Configuration Catalog Item requires approval.

Configuration Scheduled Maintenance

AST-AVI-ConfigurationScheduledMaintenance

AST:AVI:NotifyofExpire_804_Config

Notifies Asset Manager of next scheduled maintenance date for a configuration.

Asset Scheduled Maintenance

AST-AVI-AssetScheduledMaintenance

AST:AVI:NotifyofExpire_804_Asset

Notifies Asset Manager of next scheduled maintenance/audit date for an Asset.

Table A-7: Asset Management notification events (Continued)

Event Message tag Filter Description

Table A-8: License Management notification events

Event Message tag Filter Description

Certificate Breach Warning

AST-ALC-CertificateLevel1BreachWarning

AST:ALC:BreachLevel01Warning_850_SetNotifTag

Notifies support staff that the license certificate is approaching Level 1 Breach.

Certificate Breach Warning

AST-ALC-CertificateLevel2BreachWarning

AST:ALC:BreachLevel02Warning_850_SetNotifTag

Notifies support staff that the license certificate is approaching Level 2 Breach.

Certificate Historical

AST-ALC-CertificateExpiration

AST:ALC:StatusExpired_850_SetNotifTag

Notifies support staff that the license certificate has expired.

Certificate Historical

AST-ALC-CertificateHistorical

AST:ALC:StatusHistorical_850_SetNotifTag

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

Certificate Notification Warning

AST-ALC-NotificationWarning

AST:ALC:NotificationWarning_850_CallNotifGuide

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

Certificate Out of Compliance

AST-ALC-CertificateOutOfCompliance

AST:ALC:ComplianceStatus_850_SetNotifTag

Notifies support staff that the license certificate is out of compliance.

Certificate Owner Assignment

AST-ALC-CertificateOwnerAssignment

AST:ALC:OwnerSupportGroupAssignee_850_SetNotifTag

Notifies support staff individual that the license certificate has been assigned to him or her.

Certificate Owner Assignment

AST-ALC-CertificateOwnerGroupAssignment

AST:ALC:OwnerSupportGroup_850_SetNotifTag

Notifies support staff group that the license certificate has been assigned to them.

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Global notification events

Global notification eventsTable A-9: Global notification event

Event Message tag Filter Description

Reminder Notification

FND-REM-ReminderNotification

CFG:SMI:SendReminder_800

Reminder.

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