BMC Remedy IT Service Management 7 6 00 - Notification Engine Guide
Transcript of BMC Remedy IT Service Management 7 6 00 - Notification Engine Guide
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www.bmc.com
BMC Remedy IT Service Management 7.6.00
Notification Engine Guide
October 2009
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Customer Support
You can obtain technical support by using the Support page on the BMC Software website or by contacting CustomerSupport by telephone or email. To expedite your inquiry, please see “Before Contacting BMC Software.”
Support website
You can obtain technical support from BMC Software 24 hours a day, 7 days a week athttp://www.bmc.com/support. From this website, you can:
■ Read overviews about support services and programs that BMC Software offers.■ Find the most current information about BMC Software products.■ Search a database for problems similar to yours and possible solutions.■ Order or download product documentation.■ Report a problem or ask a question.■ Subscribe to receive email notices when new product versions are released.■ Find worldwide BMC Software support center locations and contact information, including email addresses, fax
numbers, and telephone numbers.
Support by telephone or email
In the United States and Canada, if you need technical support and do not have access to the Web, call 800 537 1813 orsend an email message to [email protected]. (In the Subject line, enterSupID:, such as SupID:12345.) Outside the United States and Canada, contactyour local support center for assistance.
Before contacting BMC Software
Have the following information available so that Customer Support can begin working on your issue immediately:
■ Product information
— Product name— Product version (release number)— License number and password (trial or permanent)
■ Operating system and environment information
— Machine type— Operating system type, version, and service pack— System hardware configuration— Serial numbers— Related software (database, application, and communication) including type, version, and service pack or
maintenance level
■ Sequence of events leading to the problem
■ Commands and options that you used
■ Messages received (and the time and date that you received them)
— Product error messages— Messages from the operating system, such as file system full— Messages from related software
http://www.bmc.com/supportmailto:[email protected]:[email protected]://www.bmc.com/support
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License key and password information
If you have a question about your license key or password, contact Customer Support through one of the followingmethods:
■ E—mail [email protected]. (In the Subject line, enter SupID:,such as SupID:12345.)
■ In the United States and Canada, call 800 537 1813. Outside the United States and Canada, contact your local supportcenter for assistance.
■ Submit a new issue at http://www.bmc.com/support.
mailto:[email protected]://www.bmc.com/supporthttp://www.bmc.com/supportmailto:[email protected]
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Contents 5
Contents
Chapter 1 BMC Remedy ITSM Notification Engine 7
Notification Engine overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8Notification Engine architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Major components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9System Events and Message Catalog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
NTE:SYS-Define NT Events form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10NTE:CFG-Notification Events form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11SYS:Notification Messages form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Notification system process control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12Notification interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13Notification audit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Invoking the notification subsystem. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14Notification transaction process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15Notification workflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17Additional notification forms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Configuring notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Globally modifying system default settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Modifying notification message text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19Configuring support group notifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Configuring Notification Engine escalation pools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20Extending the Notification Engine escalation pools . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Multithreading filter workflow forNTE:NPC:SetNonGroupEscalationPool_010_Set !̀ . . . . . . . . . . . . . . . . . . . . . . . 23
Multithreading filter workflow for NTE:NPC:SetGroupEscalationPool_010_Set`!.23
Setting up escalation workflow to process the multithreaded individual andgroup notifications records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Disabling notifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Disabling customer notifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Disabling support staff notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Additional configuration options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Appendix A BMC Remedy ITSM notification events 29
BMC Remedy Incident Management notification events . . . . . . . . . . . . . . . . . . . . . . . 30BMC Remedy Problem Management notification events . . . . . . . . . . . . . . . . . . . . . . . 32BMC Remedy Change Management notification events . . . . . . . . . . . . . . . . . . . . . . . . 34Release Management notification events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
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6 Notification Engine Guide
Activity module notification events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41Task Management System notification events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42BMC Remedy Asset Management notification events . . . . . . . . . . . . . . . . . . . . . . . . . . 42License Management notification events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44Global notification events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
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Chapter 1 BMC Remedy ITSM Notification Engine 7
Chapter
1 BMC Remedy ITSMNotification EngineThis chapter helps you understand the BMC Remedy IT Service RequestManagement (BMC Remedy ITSM) 7.6.00 Notification Engine.
The following topics are provided:
Notification Engine overview (page 8)
Notification Engine architecture (page 9)
System Events and Message Catalog (page 10)
Notification system process control (page 12)
Notification interface (page 13)
Notification audit (page 14)
Invoking the notification subsystem (page 14)
Notification transaction process (page 15)
Notification workflow (page 17)
Additional notification forms (page 18)
Configuring notifications (page 18)
Configuring Notification Engine escalation pools (page 20)
Extending the Notification Engine escalation pools (page 21)
Disabling notifications (page 26)
Additional configuration options (page 27)
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8 Notification Engine Guide
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Notification Engine overview
This guide describes the major components and process flow of BMC Remedy ITService Management (BMC Remedy ITSM) 7.6.00 Notification Engine. By
understanding how all of the pieces work together, you can intelligently changethe default configuration or make any necessary customizations to meet yourorganization's needs.
NOTE
This guide is an addendum to the BMC Remedy IT Service Request Management7.6.00 Configuration Guide.
To improve performance and scalability, the 7.6.00 version of the NotificationEngine improves group notification processing and processes all notificationsasynchronously.
The Notification Engine provides a back-end workflow model for defining whichnotifications should be sent, based on events in the application.
To configure notifications, the primary option provided with the BMC RemedyITSM 7.6.00 Suite is exposed on the People form for support staff. Additional behind-the-scenes configuration is available through back-end forms, but youmust understand how all of the pieces fit together before attempting these types ofchanges.
The Notification Engine provides the following primary functions:
Determines notification recipients (group or individual).
Specifies the notification text.
Initiates the notification delivery (BMC Remedy Alert, email, or pager).
Logs the notification details.
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Chapter 1 BMC Remedy ITSM Notification Engine 9
Notification Engine architecture
Notification Engine architecture
The BMC Remedy ITSM notification subsystem is available to all BMC RemedyITSM applications and is connected to the BMC Remedy Action Request System
(AR System) Email Engine.
Figure 1-1: Notification Engine architecture
Major components
The following major components make up the notification subsystem architecture:
System Events and Message Catalog—Defines notification events and
notification text.
System process control—Processes each notification event received fromvarious BMC Remedy ITSM modules.
Notification interface—Sends the formatted notification (alert, email, pager).
Notification audit—Audits each notification that is visible from the BMCRemedy ITSM modules.
Configuration settings and user preferences—Manages system defaultnotifications and user notification preferences.
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System Events and Message Catalog
The System Events and Message Catalog contains all valid notification eventdefinitions available in the notification subsystem. The following primary forms
make up this catalog: NTE:SYS-Define NT Events
NTE:CFG-Notification Events
SYS:Notification Messages
NTE:SYS-Define NT Events form
Notification events are defined in the NTE:SYS-Define NT Events form and arespecific to a BMC Remedy ITSM module (Incident, Problem, Change, Request,Purchase Requisition, Asset, and so on). Notification events are primarily
configured for internal support staff notification, which is indicated by the Yes flagin the Support Staff Event field.
When the Support Staff Event field is set to Yes, a corresponding record in theNTE:CFG-Notification Events form must specify the default preferences forthis notification event.
The notification is sent according to the system default preferences, unless youhave created your own entry for this event in NTE:CFG-Notification Events.
NOTE
User-defined events take precedence over system-defined events.
You can also use notification events for email notifications to customers who mightnot have a login ID or access to the application. To use notification events this way,set the Support Staff Event field to No.
WARNING
Remember that all customer notifications are sent by email. You cannot change thissetting without customization to the Notification Engine settings. If you installpatches or later versions of the BMC Remedy IT Service Management, back upyour work so that it is not overwritten by the installer. This warning applies to all customizations that you make to the Notification Engine.
NOTE
Because Problem Management is a process internal to the support organization,the Problem Management module has no customer notification events.
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System Events and Message Catalog
NTE:CFG-Notification Events form
The NTE:CFG-Notification Events form stores all system-wide and user-specific preferences for predefined internal (support staff) notification events.Preferences defined here include the notification method (email or alert), whether
a pager notification is sent, business hour usage, holiday usage, and whether themessage is a group or individual notification.
Additional application preferences are also available, such as including priority forIncident Management and Problem Management, or Timing for a Change typenotification.
SYS:Notification Messages form
The SYS:Notification Messages form contains the notification text for eachevent. The combination of Notification Message Tag, Locale, and Company fieldsmust be unique. The notification workflow uses the Notification Message Tag toidentify the specific message to be sent. You can associate each notification eventwith several notification messages for different companies and locales.
The Email Message Body field contains literal text as well as substitutionparameters—for example,#Incident Number#. Standard filter workflow searchesfor the substitution parameter and replaces it with the actual incident ticketnumber.
This form also displays the Support Staff Event flag to indicate whether thenotification message is intended for customers or support staff. However, thenotification workflow does not use this setting to determine the notificationpreferences to use when sending the notification. The actual filters supporting the
notification determine whether the notification preferences are hard-coded (forexample, always using email as the notification method, as with customernotifications) or retrieved from the NTE:CFG-Notification Events form (forexample, use the system default or user-defined notification method specified forthe recipient, as with support staff notifications).
You can modify notification text, so you can change the standard messagesprovided with the application or define different messages for specific companies.
NOTE
Do not modify the Mapping section of the notification message. The notificationsystem uses these mappings to identify what message to send, how to send themessage, and when it should send it. Your changes can break the workflow.However, you can create a new notification message in this form, but workflow tosupport the message must exist. Modifying the content of existing messagesinvolves configuration, but creating new messages (to be sent under conditions notalready defined by existing workflow) requires customization.
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In the message text fields, you can include field contents from the Source record(such as HPD:Help Desk). Fields that are filled by selection from drop-downmenus are displayed in the message text enclosed in #. Notification workflowtranslates these field variables into the actual field contents before sending thenotification message. Adding new fields not already in the drop-down menus
requires customization.
Notification system process control
The NTE:SYS-Process Control interface form receives notification eventrequests from BMC Remedy ITSM. TheNTE:SYS-Process Control interface formprocesses all notification events, as shown in Figure 1-2.
Figure 1-2: Notification events processes
NOTE
The NTE:SYS-Process Control form is the center of the Notification Engine; it iswhat initiates a notification.
During an initial submission or update of a record in one of the BMC Remedy ITmodules, workflow creates a record in the NT:SYS-NT Process Control form.This record is processed by the escalations listed in Table 1-1.
Table 1-1: NT:SYS-NT Process Control escalationsEscalation Description
SYS:NPC:ProcessHeldNotifications Processes notifications that are helddue to business hours and holidayprocessing.
SYS:NPC:TriggerGroupNotifications Processes group notifications.
SYS:NPC:TriggerNonGroupNotifications Processes individual notifications.
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Notification interface
When a new record is created in the NTE:SYS-NT Process Control form, filtersperform these tasks:
Verify the notification message exists in theSYS:Notification Messages formand that the message record is enabled.
Retrieve data from the source form (if the notification was sent from anassociation form).
Check business hours, business holidays, and notification preferences forsupport staff notifications.
Process on-call group notifications when the On-Call Group Flag is enabled.
Process group notifications by searching the Group membership table for groupnotifications.
Process individual notifications that are coming from the group notificationsprocessing above or that came in directly from an event.
Process messages by running translation workflow (that is, workflow thatreplaces tokens within the message text).
If the notification is successfully processed, the NT:SYS-NT Process Control record is deleted.
Notification interface
The NTE:Notifier form processes the formatted notification text and, based onnotification method, sends an alert, email, or page.
The NTE:Notifier form has workflow that performs a Run Process command tosend a page, create an email record in the AR System Email Messages form, orcreate an alert in the Alert Events form. This form has workflow that is triggeredon Window Open to redirect the user to the appropriate record (for example,incident, problem, change, and so on). For debugging purposes, you might need todisable this workflow to make sure that the notification record is correct.
The NTE:NTS:DefaultMethod_200_NT filter executes when no method is specifiedfor the notification, and it uses the notification recipient's default notificationmethod.
If email is the notification method, the email message includes ARTask and URLshortcuts to the record. The NTE:NTS:Email_200_SystemNT filter executes whenEmail is the default method specified for the notification. To remove the ARTaskand URL, clear the check boxes in this filter.
External email notifications (sent by theNTE:NTS:Email_200_Customer-NT filter)and email messages sent manually through the BMC Remedy ITSM 7.x EmailSystem (sent by the NTE:NTS:Email_200_Manual-NT filter) do not includeshortcuts.
There is a separate filter to process each notification method.
The NTE:Notifier record is deleted after the alert, email, or page is sent, and anaudit record is created.
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Notification audit
The NTE:Notifier Log form contains every notification (alert, email, and pager)sent from the subsystem. Notification records are written to the log every time the
system sends a notification. These entries appear in the application audit logs.
NOTE
Manually archive or delete entries periodically.
NOTE
The Notification Text and Email Message Body fields were unlimited in length.These fields are now limited to 3,964 bytes due to performance with Oracle®databases. The notification messages are still unlimited in length, but the audit logtruncates the values of these fields. If you are upgrading from 7.0.x, these recordswill be truncated.
So if you need to retain the entire message, we recommend retaining thesemessages on your email server.
Invoking the notification subsystem
Filters are triggered on certain application events. Filters populate data on thesource forms and then push data from the source forms to the NTE:SYS-NTProcess Control form for processing. One or more notification filters can trigger
a notification event. The contents of the Notification Message Tag field are passedto the NTE:SYS-NT Process Control form, so it must be unique and mustcorrespond to a notification message in the SYS:Notification Messages form.
The notification filters perform the following actions:
Populate data on the source forms.
Push data from the source forms to theNTE:SYS-NT Process control form forprocessing.
Set the Notification Message Tag and temp fields, and then create a record in theNTE:SYS-NT Process Control form.
The Notification Message Tag is the unique identifier for each notification eventand message. After the Notification Process Control record is created, thenotification fields on the source form are cleared.
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Chapter 1 BMC Remedy ITSM Notification Engine 15
Notification transaction process
Notification transaction process
A notification transaction uses the major components of the 7.6.00 NotificationEngine, as shown in Figure 1-3.
Figure 1-3: Interaction of the major components in the 7.6.00 Notification Engine
Step 1 The NTE:SYS-NT Process Control form is the center of the Notification Engine.All notifications are pushed to this form first. Depending on which parameters areincluded, it determines whether the notification is a group notification or anindividual notification. Calling applications pass this information to theNTE:SYS-
NT Process Control form. This information includes details such as theapplication, the recipient of the notification, and information about the parentrecord.
Step 2 Escalations are run to process the pending notification events.
The application uses out-of-the-box escalation pools 1, 2, and 3 to enablemultithreading processing for the records contained in theNTE:SYS-NT ProcessControl form.
NTE: CFG-Notification
Events
CTM :People
Main Form
Notify SourceForm
SYS:NotificationMessages
NTE :CFG-PagerService Config
NTE :SYS -NT Process Control
NTE :Notifier
NTE :Notifier Log
Send Group ID or Login ID +Notification Message + Ticket Info
1
Get Messages Dataif Data Flag = Yes
3
Escalations
Group and individual notifications are triggeredasynchronously, using Escalation Pools
Escalation
Notifications marked forbusiness hoursare processed
Get Notification Message by Tag and Locale
All notifications aresent from this form
All notifications arewritten to this form
4Configuration form provides pager settingsand information for filter processing.
2
For both Group and Individual notifications, Get Notification Availability,User Locale Preferences, Notification Preferences,and On-Call Group Notification (Paging)
2
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NOTE
Escalation pools are enabled through the AR System Administration Console.BMC Remedy IT Service Management does not set the pooling automatically, sothe AR System Administrator must configure the escalation pools before runningthe notification process. If you do not properly configure the escalation pools, all
escalation workflow runs within escalation pool 1.
A single record created in theNTE:SYS-NT Process Control form is used for bothgroup and individual notifications. All group and individual notifications areprocessed asynchronously.
SYS:NPC:TriggerGroupNotifications runs every minute against theNTE:SYS-NT Process Control form for group notifications. This escalationruns within escalation pool 3.
SYS:NPC:TriggerNonGroupNotifications runs every minute against theNTE:SYS-NT Process Control form for individual notifications. This
escalation runs within escalation pool 2. SYS:NPC:ProcessHeldNotifications runs every 11 minutes to process
records held for business hours. This escalation runs within escalation pool 1.
Step 3 Individual processing gets the user's notification preferences, ticket information,and message from the Notification Messages catalog. Group processing expandsthe group list to individuals, and then runs the individual process.
Step 4 The NTE:Notifier sends the notification using the appropriate method (email,pager, or alert). If the notification is through email, NTE:Notifier workflowcreates a record in the AR System Email Messages form, which is processed by
the BMC Remedy Email Engine.
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Chapter 1 BMC Remedy ITSM Notification Engine 17
Notification workflow
Notification workflow
When a notification event is triggered by an application event, workflow performsa series of checkpoints to determine whether the notification actually gets sent, as
shown in Figure 1-4. First, it looks at a person's notification preferences in theCTM:People form to see whether the specific notification has been enabled ordisabled. If it has been disabled, the notification is not sent.
Figure 1-4: Notification process flow
Next, if the notification has not been disabled for that user, the Notification Enginethen checks to see whether User or System Default events are enabled for the user.User events have precedence over System Default. If a user event for that specificnotification event does not exist (or it has been disabled), workflow looks for theSystem Default event. If a user event exists and is enabled, workflow looks at thespecific user notification criteria.
Finally, application events trigger notifications to be sent to groups or specificindividuals. Various notification events are installed with the applications in theNTE:CFG Notification Events form. Messages are stored in theSYS:Notification Messages form.
NotificationAvailability
YES
Notificationsuppressed
NO
CTM:People
SYS:NotificationMessages
Company &Enabled
Global &Enabled
NO
NTE:NotificationEvents
User &Enabled
System &Enabled
NO
NO
NO
YES
NotificationIssuance
Use notificationcriteria from USER
record
Use notificationcriteria from
SYSTEMDEFAULT record
YES
YES
Use COMPANYspecific
notificationmessage
Use GLOBALLYdefined
notificationmessage
YES
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Additional notification forms
In addition to the primary notification forms, the Notification Engine has thesupporting forms listed in Table 1-2.
Configuring notifications
Individual Notification preferences are configured on the CTM:People form foreach support person. Notification preferences vary by application or module, suchas BMC Remedy Asset Management and BMC Remedy Change Management, and by event, such as asset scheduled maintenance. Default notification preferencesare predefined for each module and event. If the default setting does not meet yourneeds, you can turn off a notification by setting Notification Availability to No.You can set the notification language for each notification message.
NOTE
User notification preferences override system notification preferences.
Table 1-2: Supporting notification forms
Form Description
NTE:ManualNotification
This display-only form is accessed from Incident orProblem forms and enables users to send ad-hoc emailnotifications. Entries are automatically deleted after theyare processed.
Note: This form is not used in 7.0.x. It is deprecated in the7.6.00 release.
NTE:CFG-Country CodeOption
This form is accessible from the Application AdministrationConsole (Custom Configuration > Foundation >Notification Engine > Country Code Option). It storescountry codes related to area codes for pager notifications.
NTE:CFG-NumericPager Prefix
This form is accessible from the Application AdministrationConsole (Custom Configuration > Foundation >Notification Engine > Numeric Pager Prefix). It storesnumeric identifiers related to application forms that areused to prefix messages sent to numeric pagers.
NTE:CFG-PagerService Config
This form is accessible from the Application AdministrationConsole (Custom Configuration > Foundation >Notification Engine > Pager Service). It stores pagerservices information that can be used by BMC Remedy
ITSM. You must configure pager services before you canselect this as a notification method in the CTM:People configuration form.
NTE:CFG-NT EventsNonSupport
This form is from previous versions of BMC Remedy for ITService Providers (ITSP) and is not used in BMC RemedyITSM 7.x.
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Configuring notifications
Globally modifying system default settings
You can globally modify the system default settings by retrieving the record for theNotification Event (for example, User) or the Notification Event Type of SystemDefault in the NTE:CFG-Notification Events form.
To globally modify system default settings
1 Open the NTE:CFG-Notification Events form and perform a global search forall records in the system.
2 To specify a default notification method for all users, select the appropriate valuefrom the Remedy Notification Mechanism menu (for example, Alert). If this valueis left blank, the Default Notification Mechanism specified on the user’s Peoplerecord is used.
3 To turn off group notifications (that is, send a notification only when an individualassignee is specified), set the Group Notifications flag to No. This settings can be
overridden individually by queue managers so that they are the only users toreceive notifications when no individual assignee is specified.
4 Save your changes to the records.
Modifying notification message text
The message text for predefined notifications is stored in the SYS:NotificationMessages form. Each message is uniquely identified by the combination ofNotification Message Tag and Locale.
You can modify the content of the fields listed in Table 1-3:
You can used field variables in the notification message text fields by enclosingthem in #. They are translated by workflow. Using field variables in notificationmessages other than the default text requires customization to create thecorresponding translation workflow.
You can configure the notification text for different companies by creating a newrecord and selecting the Company from the menu.
Table 1-3: Notification message text fields
Field Description
Pager Message Alpha Contains the text sent to an alphanumeric pager.
Notification Text Contains the text sent to BMC Remedy Alert.
Email Subject Line Contains the text included in the subject line of an emailnotification.
Email Message Body Contains the text included in the body of an emailnotification.
Status Controls whether notifications are sent:
Offline: Notifications not sent.
Enabled: Notifications are sent.
Define other settings as needed (for example, Proposed).
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NOTE
You should not modify the fields within the Mapping section of this form. Thenotification system uses these mappings to identify what message to send, how tosend the message, and when it should send it. Your changes can break theworkflow.
Configuring support group notifications
You can configure the system to send notifications to a support group email list,instead of just to individuals within a group. Also, you can disable groupnotifications by their support group.
Figure 1-5: Configuring support group notifications
The Notification Engine uses the same asynchronous process for both group andindividual notifications.
NOTE
For performance reasons, BMC recommends that you use the Group Email featureif the support group has 25 or more members. For more information aboutconfiguring support groups, see the BMC Remedy IT Service Management 7.6.00Configuration Guide.
Configuring Notification Engine escalationpools
To use escalation pools, configure the Escalation Max Threads count from thedefault value of 1 to 3 to take advantage of the optimized out-of-the-boxNotification Engine escalation pooling.
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Extending the Notification Engine escalation pools
To configure Notification Engine escalation pools
1 From a browser or BMC Remedy User, open the AR System AdministrationConsole.
2 Click System > General > Server Information.
3 Click the Ports and Queues tab.
Figure 1-6: Configuring escalation pools
4 Click in the Max Threads cell, and then specify the number of escalation pools (forexample, 3).
You can change the value to a maximum of 6.
5 Click OK.
Extending the Notification Engine escalationpools
The out-of-the-box Notification Engine uses three escalations (each within its ownescalation pool) to process the notification data within the NTE:SYS-ProcessControl form. Escalation pool 2 processes individual notifications and escalationpool 3 processes group notifications.
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The Notification Engine subsystem enables you to increase the number ofescalation pools for processing individual and group notifications.
Figure 1-7: Enabling multiple escalation pools to process individual and groupnotifications
You can extend the escalation pools by using the round-robin algorithm that is inthe following two filters:
NTE:NPC:SetNonGroupEscalationPool_010_Set`!
NTE:NPC:SetGroupEscalationPool_010_Set`!
These filters are disabled by default, but you can enable and customize them todefine additional escalation pools.
NOTE Enabling these filters is a customization of the Notification Engine subsystem. If
you install patches or later versions of BMC Remedy IT Service Management, backup your work so that it is not overwritten by the installer.
To have two escalation pools to process individual notifications and three moreescalation pools to process Group notifications, you must edit the filters. Thefollowing sections describe the workflow within these filters.
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Extending the Notification Engine escalation pools
Multithreading filter workflow forNTE:NPC:SetNonGroupEscalationPool_010_Set`!
To enable the proper sequence of the pools in the range between the EscalationPool Start Range and Escalation Pool End Range values, the Escalation Pool
Number field in the NTE:SYS-NT Process Control form is set by performing amodulo operation on the entry ID. The Escalation Pool Number value is then usedas part of the qualification of the escalation, so that a particular escalationprocesses only notification records that match the Escalation Pool Number value.
The modulo operation in the filter workflow finds the remainder of a (thedividend) by n (the divisor). The operation is represented as a%n.
a = the z1D Integer01 field, which is a sequential number ($LASTID$).
n = the z1D_GROUPMOD field, which is set by subtracting the Escalation PoolEnd Range from the Escalation Pool Start Range and adding 1.
As a result, the Escalation Pool Number = a%n + Escalation Pool Start Range.Incrementing a by 1 for every new Notification Process Control record makes surethat the Escalation Pool Number value follows a round-robin approach that startsat the Escalation Pool Start Range value and ends with the Escalation Pool EndRange value. For example, if you set the non-group (individual) escalations to runin escalation pools 2 and 3, the Escalation Pool Start Range is 2 and the EscalationPool End Range is 3. The Escalation Pool Number value for each NotificationProcess Control record sequences between 2 and 3.
The NTE:NPC:SetNonGroupEscalationPool_010_Set`! filter uses the workflowactions listed in Table 1-4:
Multithreading filter workflow forNTE:NPC:SetGroupEscalationPool_010_Set`!
The NTE:NPC:SetGroupEscalationPool_010_Set`! filter works much like theNTE:NPC:SetNonGroupEscalationPool_010_Set`! filter, except that groupescalation pools run in a round-robin fashion between escalation pool 4 andescalation pool 6.
Table 1-4: Workflow in NTE:NPC:SetNonGroupEscalationPool_010_Set`! filter
Action Description
Push Fields Creates the record in which to store the entry ID that is used tocalculate the Escalation Pool Number value. The $LASTID$ functionis used to get the entry ID number.
Set Fields z1D_NONGROUPMOD = (Escalation Pool End Range -Escalation Pool Start Range) + 1
z1D Integer01= $LASTID$
Set Fields EscalationPoolNumber = ($z1D Integer01$ %$z1D_NONGROUPMOD$) + Escalation Pool Start Range
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For example, if you set the group escalations to run in escalation pools 4 and 6, theEscalation Pool Start Range value is 4 and the Escalation Pool End Range value is6. The Escalation Pool Number value for each Notification Process Control recordsequences between 4 and 6.
The NTE:NPC:SetGroupEscalationPool_010_Set`! filter uses the workflow
actions listed in Table 1-5:
Setting up escalation workflow to process the multithreadedindividual and group notifications records
In addition to the filters, BMC Remedy IT Service Management provides escalationworkflow objects that you can enable for individual (non-group) and groupnotifications. These escalations serve as examples when enabling themultithreading filter workflow.
The following escalations process individual (non-group) notifications.
SYS:NPC:TriggerNonGroupNotificationsPool2
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 notificationrecords, you must perform the following procedure to enable the escalationworkflow.
Table 1-5: Workflow in NTE:NPC:SetGroupEscalationPool_010_Set`! filter
Action Description
Push Fields Creates record to get entry ID that is used to calculate the EscalationPool Number. The $LASTID$ function is used to get the entry IDnumber.
Set Fields z1D_GROUPMOD = (Escalation Pool End Range -Escalation Pool Start Range) + 1
z1D Integer01= $LASTID$
Set Fields EscalationPoolNumber = ($z1D Integer01$ %$z1D_GROUPMOD$) + Escalation Pool Start Range
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Extending the Notification Engine escalation pools
To set up escalation workflow to process the multithreaded individual andgroup notification records
1 Log in to your server with BMC Remedy Developer Studio.
2 Disable the following escalations:
SYS:NPC:TriggerNonGroupNotifications
SYS:NPC:TriggerGroupNotifications
3 Enable the following escalations (as shown in Figure 1-8).
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 theEscalationPoolNumber is set to 2. In turn, theSYS:NPC:TriggerNonGroupNotificationsPool3 escalation processesindividual notification records in which the EscalationPoolNumber is set to 3,and so on.
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The filter workflow in this example sets EscalationPoolNumber to 2, to 3, andthen back to 2, and so on, in a round-robin fashion when individual notificationrecords are created in the NTE:SYS-NT Process Control form. In the same way,the filter workflow sets the EscalationPoolNumber to 4, to 5, to 6, and then backto 4, and so on, when group notification records are created.
As a result, for every unique EscalationPoolNumber that is generated, you mustrun the escalation workflow to process the notification records. BMC recommendsthat you match the Escalation Pool Number within the escalation workflow tothe EscalationPoolNumber value in the records to simplify keeping track of theescalation pools.
Disabling notifications
Because workflow for customer notifications differs from support notifications,
the procedure for disabling differs between the two.
Disabling customer notifications
When disabling customer notification events in the NTE:SYS-Define NT Events form, you do not need to disable the corresponding messages in theSYS:Notification Messages form. This is because each customer notificationincludes the following filters:
The first filter checks whether the notification event is enabled.
If the first filter found the enabled notification event, the second filter starts the
notification process. Otherwise, it does nothing.
However, if you disable the associated messages in the SYS:NotificationMessages form, notification messages that are not being sent are easier to identify because administrators have to look at only a single form.
Disabling support staff notifications
You can disable support staff notifications in the SYS:Notification Messages form. There is no workflow associated with any status other than Enabled for allconfiguration data. Any record with the Status not set to Enabled is considered to
be disabled, from a workflow perspective. You must decide how you want to usethe provided status values and how you maintain the configuration data.
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Additional configuration options
Table 1-6 describes the recommended guidelines.
Additional configuration options
The following additional configuration options for Change Management andAsset Management notifications are available from the ApplicationAdministration Console.
The Change Management Rules form (Custom Configuration > ChangeManagement > Advanced Options > Rules) lets you configure the rules in whicha Change Manager and Change Assignee are notified, based on Change status.
NOTE
Out-of-the-box notifications to the Change Manager and Change Assignee are
configured only for the following change states: Request for Change, Planning InProgress, Scheduled for Approval, Canceled, Rejected, and Completed.
The Asset Management Rules form (Custom Configuration > AssetManagement > Advanced Options > Rules) lets you configure CI notificationsso that when a CI's status is set to a particular value, the person who uses,manages, or supports the CI is notified.
Table 1-6: Guidelines for disabled support staff notifications
Status Description
Proposed Data is part of a planned change to the configuration data but is not
yet in use in the current environment. For example, a notificationmessage has been entered and is awaiting approval before youenable it.
Enabled Data is used in the current environment. For example, anotification message is sent.
Offline Data is not being used. For example, a notification message is notenabled.
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Appendix A BMC Remedy ITSM notification events 29
Appendix
A BMC Remedy ITSMnotification eventsThis appendix lists all the notification events used in BMC Remedy ITSM 7.6.00.
The following topics are provided:
BMC Remedy Incident Management notification events (page 30)
BMC Remedy Problem Management notification events (page 32)
BMC Remedy Change Management notification events (page 34)
Release Management notification events (page 41)
Activity module notification events (page 41)
Task Management System notification events (page 42)
BMC Remedy Asset Management notification events (page 42)
License Management notification events (page 44)
Global notification events (page 45)
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BMC Remedy Incident Managementnotification events
Table A-1: BMC Remedy Incident Management notification events
Event Message tag Filter Description
Assignment HPD-INC-AssigneeAssignment
HPD:INC:NTAssignee_800_SetTag
Notifies the Assignee when the assignmentchanges and the Incident is not Resolved.
Assignment HPD-INC-GroupAssignment
HPD:INC:NTAsgGrp_805_SetTag
Notifies the Assigned Group when theassignment changes and the Incident is notResolved.
Assignment HPD-INC-ShiftGroupAssignment
HPD:INC:NTAsgShiftGrp_810_SetTag
Notifies the Assigned Group Shift when theassignment changes and the Incident is notResolved.
Cancellation HPD-INC-CustomerCancellationNT
HPD:INC:NTCustCancelled_857_SetTag
Notifies the customer when the status of theIncident is changed to Cancelled.
ChangeAssociations
HPD-CRQ-ChangeRequestStatus
HPD:HAS:NotifyICComplt-NPC_100_Push
Notifies the Assigned Group when the statusof an associated Change Request is changedto Completed.
Known ErrorSolution
HPD-PKE-PermanentSolutionDetermined
HPD:HAS:NotifyKnwnErrPermSoln_806_PNPC
Notifies the Incident Assignee or theAssigned Group when the Resolution of anassociated Known Error is modified.
Known ErrorWorkaround
HPD-PKE-TempWorkaroundD
etermined
HPD:HAS:NotifyKnwnErrTempSoln_NP
C_100_Push
Notifies the Incident Assignee or theAssigned Group when the Workaround of an
associated Known Error is modified.
OLA ResolutionEscalatedNotification
HPD-INC-AssigneeOLAResolutionEscalation
HPD:INC:NTOLAAssignee_886_SetTag
Notifies the Incident Assignee when theIncident is escalated for OLA resolution.
OLA ResolutionEscalatedNotification
HPD-INC-GroupAssignmentOLAResolutionEscalation
HPD:INC:NTOLAAssignGrp_885_SetTag
Notifies the Incident Assigned Group whenthe Incident is escalated for OLA resolution.
OwnershipAssignment
HPD-INC-OwnerAssignment
HPD:INC:NTOwner_800_SetTag
Notifies the Assigned Owner whenOwnership of the Incident has been set.
OwnershipAssignment
HPD-INC-GroupOwnerAssignment
HPD:INC:NTOwnerGrp_820_SetTag
HPD:INC:NTOwnerGrp_821_SetTag
Notifies the Assigned Owner Group whenOwnership Group of the Incident has beenset.
Note: Filter 821 runs on Submit and filter 820runs on Modify.
ProblemInvestigationAssociations
HPD-PBI-IncidentInvestigationAssociation
HPD:HAS:NotifyIncident_NPC_100_Push
Notifies the Assignee or the Assigned Groupwhen the Incident is associated to a ProblemInvestigation from the Problem Investigationform.
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BMC Remedy Incident Management notification events
ProblemInvestigationCompletion
HPD-PBI-InvestigationCompleted
HPD:HAS:NTPBIComplt_NPC_100_Push
Notifies the Assignee or the Assigned Groupwhen an associated Problem Investigation iscompleted.
RequesterIncident ReceiptConfirmation
HPD-INC-CustomerReceiptConfirmation
HPD:INC:NTCustConfirm_851_SetTag
Notifies the Requester when an open Incidentis submitted.
RequesterIncident Re-opened
HPD-INC-CustomerReOpenNT
HPD:INC:NTCustReOpen_855_SetTag
Notifies the Requester when an Incident thatwas Resolved is changed to open status.
RequesterIncidentResolution
HPD-INC-CustomerResolutionNT
HPD:INC:NTCustRes_853_SetTag
Notifies the Requester when an open Incidentis Resolved or Closed.
Requester
IncidentResolution
HPD-INC-
DirectContactResolutionNT
HPD:INC:NTDirect
ContactRes_853_SetTag
Notifies the Contact Person when an open
Incident is Resolved or Closed.
Resolution HPD-INC-AssigneeDuplicateResolution
HPD:INC:NTAssignee_845_DupRes-SetTag
Notifies the Assignee when the duplicateIncident is Resolved by the original Incident.
Resolution HPD-INC-GroupAssignedDuplicateResolution
HPD:INC:NTAsgGrp_846_DupRes-SetTag
Notifies the Assignee Group when theduplicate Incident is Resolved by the originalIncident.
Resolution HPD-INC-GroupOwnerDuplicateResolution
HPD:INC:NTOwnerGrp_841_DupRes-SetTag
Notifies Incident Owner Group when theduplicate Incident is Resolved by the originalIncident
Resolution HPD-INC-GroupOwnerResolution
HPD:INC:NTOwnerGrpRes_830_SetTag
Notifies Incident Owner Group when theIncident has been resolved.
Resolution HPD-INC-OwnerDuplicateResolution
HPD:INC:NTOwner_840_DupRes-SetTag
Notifies Incident Owner when the duplicateIncident is Resolved by the original Incident.
Resolution HPD-INC-OwnerResolution
HPD:INC:NTOwnerRes_825_SetTag
Notifies Incident Owner when the Incidenthas been resolved.
SLA ResolutionEscalation
HPD-INC-GroupAssignmentSLAResolutionEscalat
ion
HPD:INC:NTSLAAssignGrp_881_SetTag
Notifies Incident assignee group when theIncident has escalated for SLA resolution.
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 Owner Group when theIncident has been escalated for service targetresolution.
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 ResolutionEscalation
HPD-INC-SVTMgrOwnerGroupResolutionEscalatio
n
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 when theIncident is escalated for resolution accordingto the terms of the SLA.
UnavailabilityRestored
AST-HPD-NotifyIncidentCIUARestored
INT:ASTHPD:AAA:NotifyCIUARestored_Incident_120_SubmitNTE
Notifies the Incident Assignee or AssignedGroup (if Assignee is blank) that the relatedCI Unavailability record has been restored(that is, the outage has been resolved), when
a CI Unavailability record is set to Restored.
The Notification is sent only to Assignees ofIncidents that are related to the CIUnavailability record.
VendorAssignment
HPD-INC-VendorAssignmentNT
HPD:INC:NTVendorAssignment_861_SetTag
Notifies Vendor Support Group.
Table A-1: BMC Remedy Incident Management notification events (Continued)
Event Message tag Filter Description
Table A-2: 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 Investigation Assigneethat the related CI Unavailability has beenrestored.
Unavailability
Restored
AST-PBI-
NotifyInvestigationManagerCIUARestored
INT:ASTPBM:AAA:
NotifyCIUARestored_Investigaton_120_SubmitNTEManager
Notifies the Problem Investigation Problem
Manager that the related CI Unavailabilityhas been restored.
SolutionAssignment
PBM-KDB-AssigneeGroupAssignment
PBM:KDB:AssigneeGrp_810_SetTag
Notifies the Assigned Group that theSolution assignment information haschanged and there is no individual assignee.
SolutionAssignment
PBM-KDB-AssigneeIndivAssignment
PBM:KDB:AssigneeIndiv_810_SetTag
Notifies the Assignee that the Solutionassignment information has changed.
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BMC Remedy Problem Management notification events
ProblemAssignment
PBM-PBI-ProblemGroupAssignment
PBM:PBI:AssgnGrp_810_SetTag
Notifies the Assigned Group that theProblem Investigation assignmentinformation has changed and there is no
individual assignee.
ProblemAssignment
PBM-PBI-ProblemAssigneeAssignment
PBM:PBI:AssgnInd_810_SetTag
Notifies the Assignee that the ProblemInvestigation assignment information haschanged.
ProblemCancelled
PBM-PBI-ProblemInvestigationRequesterCancellation
PBM:PBI:Cancelled_830_Requester-SetTag
Notifies the Requester that the ProblemInvestigation has been cancelled by theProblem Manager.
ProblemCompleted
PBM-PBI-ProblemInvestigationManagerGroupCom
pletion
PBM:PBI:Completed_820_PBMMgrGrp-SetTag
Notifies the Problem Manager Group thatthe Problem Investigation has beencompleted and there is no individual
Problem Manager.
ProblemCompleted
PBM-PBI-ProblemInvestigationManagerCompletion
PBM:PBI:Completed_820_PBMMgr-SetTag
Notifies the Problem Manager that theProblem Investigation has been completed.
ProblemCompleted
PBM-PBI-ProblemInvestigationRequesterCompletion
PBM:PBI:Completed_830_Requester-SetTag
Notifies the Requester that the ProblemInvestigation has been completed.
ProblemManagerAssignment
PBM-PBI-ProblemManagerAssignment
PBM:PBI:PBMMgr_800_SetTag
Notifies the Problem Manager that theProblem Manager assignment informationhas changed.
ProblemManagerAssignment
PBM-PBI-ProblemManagerGroupAssignment
PBM:PBI:PBMMgrGrp_800_SetTag
Notifies the Problem Manager Group thatthe Problem Manager assignmentinformation has changed and there is noindividual assignee.
ChangeCompleted
PBM-PAS-AssigneeAssociatedChangeCompletion
PBM:PAS:NTICComplt_803_Ass-PNPC
Notifies the Problem Assignee that a changerequest related to the Problem Investigationhas been completed.
ChangeCompleted
PBM-PAS-ManagerAssociatedChangeCompletion
PBM:PAS:NTICComplt_802_Mgr-PNPC
Notifies Problem Manager that an related tothe Problem Investigation has beencompleted.
Known ErrorAssignment PBM-PKE-GroupAssignment PBM:PKE:AssgneeGrpChg_803_SetTag Notifies the Assigned Group that theKnown Error assignment information haschanged and there is no individual assignee.
Known ErrorAssignment
PBM-PKE-AssigneeAssignment
PBM:PKE:AssgneeIndChg_802_SetTag
Notifies the Assignee that the Known Errorassignment information has changed.
Table A-2: BMC Remedy Problem Management notification events (Continued)
Event Message tag Filter Description
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BMC Remedy Change Managementnotification events
Known ErrorManagerAssignment
PBM-PKE-ProblemManagerAssignment
PBM:PKE:PBMMgrChg_800_SetTag
Notifies the Problem Manager that theKnown Error Problem Manager assignmentinformation has changed.
Known ErrorManagerAssignment
PBM-PKE-ProblemManagerGroupAssignment
PBM:PKE:PBMMgrGrpChg_801_SetTag
Notifies the Problem Manager that theKnown Error Problem Manager assignmentinformation has changed and there is noindividual assignee.
Table A-2: BMC Remedy Problem Management notification events (Continued)
Event Message tag Filter Description
Table A-3: 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 change requestis set to the Cancelled status.
RequesterChangeCancellation
CHG-CRQ-RequesterNonSG-CancellationNotification
CHG:CRQ:StatusCancelled_858_RqsternonSupportGrp-SetTag
Notifies the requester that the change requestis 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 change requestis set to the Completed status.
RequesterChange ReceiptConfirmation
CHG-CRQ-Customer-ReceiptConfirmation
CHG:CRQ:NTCustConfirm_803_SetTag
Notifies the customer that a change requesthas been submitted.
RequesterChangeScheduled
CHG-CRQ-Customer-ScheduledNotification
CHG:CRQ:NTCustScheduled_850_SetTag
Notifies customer that the change request isset to the Scheduled status.
RequesterChange Re-scheduled
CHG-CRQ-RequesterNonSG-RFCRescheduled
CHG:CRQ:StatusDraftNonSupportGrpSetTag_110_Submit
Notifies Requester that the change requesthas been rescheduled.
RequesterChange Re-scheduled
CHG-CRQ-Requester-RFCRescheduled
CHG:CRQ:StatusDraftSetTag_100_Submit
Notifies Requester that the change requesthas been rescheduled.
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BMC Remedy Change Management notification events
RequesterRejection
CHG-CRQ-RequesterNonSG-RFCReturnedtoDraft
CHG:CRQ:StatusDraftNonSupportGrpSetTag_130_Submit
Notifies Requester that the change requesthas been returned to the Draft status.
RequesterRejection
CHG-CRQ-Requester-RFCReturnedtoDraft
CHG:CRQ:StatusDraft-SetTag_120_Submit
Notifies Requester that the change requesthas been returned to the Draft status.
ChangeAssigneeAssignment
CHG-CRQ-Assignee-Group&IndividualReassignment
CHG:CRQ:ChgAssignee-ReassignSetTag_330_Submit
Notifies change assignee that a change has been reassigned to him.
ImplementerAssignment
CHG-CRQ-Implementer-Group&IndividualReassignment
CHG:CRQ:ChgImplementerReassignSetTag_340_Submit
Notifies change implementer that a changehas been reassigned to him.
ChangeManagerAssignment
CHG-CRQ-Manager-Group&IndividualReassignment
CHG:CRQ:ChgMgrReassignSetTag_350_Submit
Notifies change manager that a change has been reassigned to him.
ChangeAssigneePlanning
CHG-CRQ-AssigneeGroup-PIPAcceptedGroupAssignment
CHG:CRQ:StatusPIPAcceptedCAGrpSetTag_200_Submit
Notifies change assignee group that thechange request is set to the Planning InProgress status.
ChangeAssignee LatentCompletion
CHG-CRQ-Assignee-PIPAcceptedAssign
ment
CHG:CRQ:StatusPIPAcceptedCASetTag_180_Submit
Notifies change assignee group that thechange request is set to the Planning InProgress status.
ChangeAssignee LatentCompletion
CHG-CRQ-Assignee-LatentCompletionNotification
CHG:CRQ:LatentCHGCloseCASetTag_360_Submit
Notifies change assignee that a change has been completed as a latent change.
ChangeManager LatentCompletion
CHG-CRQ-Manager-LatentCompletionNotification
CHG:CRQ:LatentCHGCloseCMSetTag_370_Submit
Notifies change manager that a change has been completed as a latent change.
ChangeManager Re-
scheduled
CHG-CRQ-ManagerGroup-
RescheduledRFCGroupAssignment
CHG:CRQ:ReSchRFCCABGrpSetTag_40
0_Submit
Notifies change manager group of changemanager assignment for a rescheduled
change request.
ChangeManager Re-scheduled
CHG-CRQ-Manager-RescheduledRFCAssignment
CHG:CRQ:ReSchRFCCABMgrSetTag_380_Submit
Notifies change manager of change managerassignment for a rescheduled change request.
ChangeAssignee Re-scheduled
CHG-CRQ-AssigneeGroup-RescheduledRFCGroupAssignment
CHG:CRQ:ReSchRFCChgAssgnGrpSetTag_410_Submit
Notifies change assignee group of assignmentfor a rescheduled change request.
Table A-3: BMC Remedy Change Management notification events (Continued)
Event Message tag Filter Description
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ChangeAssigneeScheduled
CHG-CRQ-Assignee-RescheduledRFCAss
ignment
CHG:CRQ:ReSchRFCChgAssgnSetTag_390_Submit
Notifies change assignee of assignment for arescheduled change request.
Approval CHG-CRQ-Manager-ApprovalRejected
CHG:CRQ:NotifyOnRejectApproval-CM
Notifies the assignee that the change has beenrejected during an approval phase.
Approval CHG-CRQ-ManagerGroup-ApprovalRejected
CHG:CRQ:NotifyOnRejectApproval-CMGrp
Notifies the assignee group that the changehas been rejected during an approval phase.
ChangeManager NextDependentChange
CHG:CRQ:NotifySupDepChgClos_795_NO
CHG:CRQ:NotifySupDepChgClos_795_NO
Notifies the change supervisor that previousdependent (with lower sequence number)changes have been resolved.
Note: This filter is disabled by default.Non-ApprovalInformation
CHG-NAN-InformationalNonApprovalNTForGroup
APR:NAN:NotifyGroup_820`!
Notifies non-approver group that the changerequest has completed an approval processphase.
Note: This special filter is used with approvalsfor performing notifications.
Non-ApprovalInformation
CHG-NAN-InformationalNonApprovalNTForIndividual
APR:NAN:NotifyIndividual_810_NotifType`!
Notifies non-approver (support individual)that the change request has completed anapproval process phase.
Note: This special filter is used with approvalsfor 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 with approvalsfor 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 Completed statusand the change request status reason is FinalReview Complete.
ChangeManagerCompletion
HG-CRQ-Manager-Group&IndividualCompletionNotification
CHG:CRQ:StatusCompleted_855_CM+CMGrp-SetTag
Notification to change manager that thechange request is set to the Completed status.
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
ChangeManagerCompletion
CHG-CRQ-Manager-Group&IndividualFi
nalReviewCompleted
CHG:CRQ:StatusCompletedWReason_855_CM+CMGrp-
SetTag
Notification to change manager that thechange request is set to the Completed statusand the change request status reason is Final
Review Complete.
RequesterCompletion
CHG-CRQ-RequesterNonSG-ChangeCompletionNotification
CHG:CRQ:StatusCompleted_855_RqsterNonSupportGrp-SetTag
Notification to Requester that the changerequest is set to the Completed status.
RequesterCompletion
CHG-CRQ-Requester-ChangeCompletionNotification
CHG:CRQ:StatusCompleted_855_Rqster-SetTag
Notification to Requester that the changerequest is set to the Completed status.
Change
ManagerPredecessorCompletion
CHG-CRQ-
PredecessorStatusInf ormation
CHG:CHA:NotifyID
Complt_801_PNPC
Notifies change manager of a predecessor
Change completion.
ChangeAssignee Pre-planning
CHG-CRQ-AssigneeGroup-RFCGroupAssignment
CHG:CRQ:StatusRFCCAGrpSetTag_150_Submit
Notifies change assignee group that thechange request is set to the Request forChange status.
Note: You can configure this setting in thechange configuration rules.
ChangeAssignee Pre-planning
CHG-CRQ-Assignee-RFCAssignment
CHG:CRQ:StatusRFCCASetTag_140_Su
bmit
Notifies change assignee that the changerequest is set to the Request for Changestatus.
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_Su
bmit
Notifies change manager that a changerequest is set to the Request for Changestatus.
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.
Table A-3: BMC Remedy Change Management notification events (Continued)
Event Message tag Filter Description
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ChangeManagerPlanning
CHG-CRQ-Manager-PIPAcceptedAssign
ment
CHG:CRQ:StatusPIPAcceptedCMSetTag_190_Submit
Notifies change manager that the changerequest is set to the Planning in Progressstage.
Note: You can configure this setting in thechange configuration rules.
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-PIPAssignedAssign
ment
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 the
change configuration rules.ChangeManagerAssignment
CHG-CRQ-Manager-PIPAssignedAssignment
CHG:CRQ:StatusPIPAssigned_817_CSetTag
Notifies change manager that the changerequest is set to the Planning in Progressstatus.
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.
Change
AssigneeScheduled ForReview
CHG-CRQ-
Assignee-SFRNotification
CHG:CRQ:StatusSch
edForRevCA_818_SetTag
Notifies change assignee that the change
request is set to the Scheduled For Reviewstatus.
ChangeManagerScheduled forReview
CHG-CRQ-ManagerGroup-SFRGroupNotification
CHG:CRQ:StatusSchedForRevCMGrpSetTag_280_Submit
Notifies change manager group that thechange request is set to the Scheduled ForReview status.
ChangeManagerScheduled forReview
CHG-CRQ-Manager-SFRNotification
CHG:CRQ:StatusSchedForRevCMSetTag_270_Submit
Notifies change manager that the changerequest is set to the Scheduled For Reviewstatus.
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
ChangeAssigneeScheduled For
Review
CHG-CRQ-AssigneeGroup-SFRWithTaskGroup
Notification
CHG:CRQ:StatusSchedForRevCAGrpWithTskSetTag_290_Su
bmit
Notifies change assignee group that thechange request is set to the Scheduled ForReview status. This request includes a task.
ChangeAssigneeScheduled ForReview
CHG-CRQ-Assignee-SFRWithTaskNotification
CHG:CRQ:StatusSchedForRevCAWithTskSetTag_300_Submit
Notifies change assignee that the changerequest is set to the Scheduled For Reviewstatus. This request includes a task.
ChangeManagerScheduled forReview
CHG-CRQ-ManagerGroup-SFRWithTaskGroupNotification
CHG:CRQ:StatusSchedForRevCMGrpWithTskSetTag_310_Su
bmit
Notifies change manager group that thechange request is set to the Scheduled ForReview status. This request includes a task.
ChangeAssignee
Assignment
CHG-CRQ-Assignee-
Group&IndividualReassignment
CHG:CRQ:StatusSchedForRevCMWithTs
kSetTag_320_Submit
Notifies change manager that the changerequest is set to the Scheduled For Review
status. This request includes a task.
ImplementerPlanning
CHG-CRQ-Implementer-PIPAssignedAssignment
CHG:CRQ:StatusPIPAssignedCImpSetTag_210_Submit
Notifies change implementer that the changerequest is set to Planning in Progress andstatus reason is Assigned, or the changerequest is set to Planning in Progress and thestatus reason is set to Assigned fromAccepted. This request does not include atask.
ImplementerScheduled
CHG-CRQ-ImplementerGroup-
ScheduledGroupAssignment
CHG:CRQ:StatusScheduled_850_CImpGr
p-SetTag
Notifies change implementer group that thechange request is set to the Scheduled status.
ImplementerScheduled
CHG-CRQ-Implementer-ScheduledAssignment
CHG:CRQ:StatusScheduled_850_CImp-SetTag
Notifies change implementer the changerequest is set to the Scheduled status.
ChangeAssigneeScheduled
CHG-CRQ-AssigneeGroup-ScheduledNoImpactGroupNotification
CHG:CRQ:StatusScheduledNoImpct_850_CAGrp-SetTag
Notifies change assignee group that the NoImpact change request is set to the Scheduledstatus.
Change
AssigneeScheduled
CHG-CRQ-
Assignee-ScheduledNoImpactNotification
CHG:CRQ:StatusSch
eduledNoImpct_850_CA-SetTag
Notifies change assignee that the No Impact
change request is set to the Scheduled status.
ChangeManagerScheduled
CHG-CRQ-ManagerGroup-ScheduledNoImpactGroupNotification
CHG:CRQ:StatusScheduledNoImpct_850_CMGrp-SetTag
Notifies change manager group that the NoImpact change request is set to the Scheduledstatus.
ChangeManagerScheduled
CHG-CRQ-Manager-ScheduledNoImpactNotification
CHG:CRQ:StatusScheduledNoImpct_850_CSetTag
Notifies change manager group that the NoImpact change request is set to the Scheduledstatus.
Table A-3: BMC Remedy Change Management notification events (Continued)
Event Message tag Filter Description
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RequesterChangeScheduled
CHG-CRQ-RequesterNonSG-ScheduledNotificati
on
CHG:CRQ:StatusScheduled_850_RqsterNonSupportGrp-
SetTag
Notifies non-support staff member that thechange request is set to the Scheduled status.
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.
ChangeManagerCompletion
CHG-CRQ-Manager-Group&IndividualFinalReviewCompleted
CHG:CRQ:StatusCompletedWReasonWTsk_856_CM+CMGrp-SetTag
Notifies change manager that the changerequest is set to the Completed status with astatus reason of Final Review Complete. Alltasks in the request have been completed.
Note: You can configure this setting in thechange configuration rules.
ChangeAssigneeCompletion
CHG-CRQ-Assignee-Group&IndividualCompletionWithTask
Notification
CHG:CRQ:StatusCompletedWTsk_856_CA+CAGrp-SetTag
Notifies change assignee that the changerequest is set to the Completed status. Alltasks in the request have been completed.
Note: You can configure this setting in the
change configuration rules.
ChangeManagerCompletion
CHG-CRQ-Manager-Group&IndividualCompletionWithTaskNotification
CHG:CRQ:StatusCompletedWTsk_856_CM+CMGrp-SetTag
Notifies change manager that the changerequest is set to the Completed status. Alltasks in the request have been completed.
Note: You can configure this setting in thechange 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 events
The following notification events are related to release management. Configure therules in which the support staff is notified in the Release Notification Rules form.
For example, you can configure that the release manager is notified when theMilestone of a release is set to Planning and the Status is set to Planning Approval.For more information, see the BMC Remedy IT Service Management 7.6.00Configuration Guide.
Activity module notification events
The following notification events are related to the activity module. Configure therules in which the support staff is notified in the Activity Notification Rules form.For more information, see the BMC Remedy IT Service Management 7.6.00
Configuration Guide.
Table A-4: Release Management notification events
Event Message tag Filter Description
ReleaseAssigned
RMS-APR-ApprovalNTForIndividual
Not Applicable Notifies support staff individual that a releasehas been assigned to him or her.
Release Updated RMS-RLM_Requester-ReleaseCompletionNotification
Not Applicable Notifies requester that the release request has been completed by the support staff.
Table A-5: Activity module notification events
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.
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Task Management System notification events
BMC Remedy Asset Management notification
events
Table A-6: Task Management System notification events
Event Message tag Filter DescriptionTask Assigned TMS_TAS_Assigned
_IndividualTMS:TAS:Assignment_StartPostAssignmentProcess
Notifies assignee when the assignment enginemodifies the task and the Assignee+ field isnot empty. No notifications are sent to theassignee group.
Task Assigned TMS_TAS_Assigned_Individual
TMS:TAS:Assignment_StartManualAssignmentProcess
Notifies assignee when you modify a task ifyou enter a different assignee from theAssignee+ field. The new assignee cannotmatch the previous assignee. No notificationsare sent to the assignee group.
Task Assigned TMS_TAS_Assigned
_Individual
TMS:TAS:Assignme
nt_StartManualAssignmentProcess_Submit
Notifies assignee when creating a task if you
enter an assignee in the Assignee+ field. Nonotifications are sent to the assignee group.
Task StatusChanged
TMS_TAS_StatusChanged
TMS:TAS:StatusChangedCallNotifyGuide
Notifies assignee when you modify a task andchange its status. If there is no assigneespecified in the Assignee+ field, the assigneegroup is notified.
Table A-7: Asset Management notification events
Event Message tag Filter Description
Approval AST-APR-ApprovalNTForIndividual
AST:ARD:NewApprovalNotification-ParseApprovers-NotifySupport`!
Notifies the requester’s manager that apurchase requisition requires approval.
Asset ScheduledMaintenance
AST-AVI-AssetScheduledMai
ntenance
AST:Asset ScheduleView_NotifyofExpir
e04_Asset
Notifies Asset Manager of next scheduledmaintenance/audit date for an Asset.
Bulk InventoryReorder
AST-AIQ-BulkInventoryReorder
ASI:AIQ:NotifyReorder_803
Notifies either Group Owner or InventoryOwner that a bulk item needs to be reordered.
CI Status Change AST-SHR-ConfigItemStatusChange
ASI:AEO:NotifyPeople_850_`!
Notifies individual or group when a CIchanges key attributes, such as status orcategorization.
ConfigurationItem Approval
AST-ANF-ConfigurationItemApproval
AST:ANF:StartApprovalProcess_600
Notification message is hard coded in thisfilter. Message tag in SYS:NotificationMessages form is not used.
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BMC Remedy Asset Management notification events
ConfigurationScheduledMaintenance
AST-AVI-ConfigurationScheduledMaintenance
AST:AVI:NotifyofExpire_804_Asset
Notifies Asset Notification Contract of nextscheduled maintenance date for aconfiguration.
ContractExpiration
AST-CON-OwnerGroup-ContractExpiry
AST:CTB:SendExpiredMsgGrp04`!
Notifies the Contract Owner Group when thecurrent date is later than the Contract ExpiryDate.
ContractExpirationWarning
AST-CON-OwnerGroup-ContractExpiryWarning
AST:CTB:NotifyofExpire04`!
AST:CTB:NotifyofExpireGroup04`!
Notifies the Contract Owner Group orIndividual when the current date is within thespecified number of days of the ContractExpiry Date.
ResolutionEscalation
AST-AOT-AssigneeOLAResolutionEscalation
AST:AOT:NTOLAAssignee_812_SetTag
Notifies the designated group or individualwhen an Unavailability record is not Restoredand the time allotted for resolution by thecorresponding OLA has elapsed.
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