BMC IT Service Management Notification Engine, 7.6.04 Remedy Asset Management, 7.6.04 Remedy Change Management, 7.6.04 Remedy Service Desk User Guide
Reklam
Reklam
BMC Remedy IT Service
Management Notification
Engine Guide
Supporting
BMC Remedy Asset Management
version
7.6.04
BMC Remedy Change Management
version
7.6.04
BMC Remedy Service Desk
version
7.6.04
January 2011
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BMC Remedy IT Service Management Notification Engine Guide
Contents
Chapter 1 BMC Remedy ITSM Notification Engine 7
Globally modifying system default settings ....................................................18
Configuring support group notifications .........................................................20
Multithreading filter workflow for
NTE:NPC:SetNonGroupEscalationPool_010_Set`!
.........................................23
Multithreading filter workflow for
NTE:NPC:SetGroupEscalationPool_010_Set`!
.................................................24
Appendix A BMC Remedy ITSM notification events 29
BMC Remedy Incident Management notification events .........................................29
BMC Remedy Problem Management notification events .........................................32
BMC Remedy Change Management notification events ..........................................33
Contents 5
BMC Remedy Asset Management notification events ..............................................41
6
BMC Remedy IT Service Management Notification Engine Guide
1
BMC Remedy ITSM Notification
Engine
This chapter helps you understand the BMC Remedy IT Service Request
Management (BMC Remedy ITSM) Notification Engine.
Notification Engine overview
This guide describes the major components and process flow of BMC Remedy IT
Service Management (BMC Remedy ITSM) 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
Administration Guide
.
To improve performance and scalability, the 7.6.04 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 7.6.04 Suite is exposed on the People form for support staff. Additional behindthe-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:
Chapter 1 BMC Remedy ITSM Notification Engine 7
Notification Engine architecture
■ Determines notification recipients (group or individual).
■ Specifies the notification text.
■ Initiates the notification delivery (BMC Remedy Alert, email, or pager).
■ Logs the notification details.
Notification Engine architecture
The 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: Notification Engine architecture
Major components
The following major components make up the notification subsystem architecture:
■ System Events and Message Catalog—Defines notification events and notification text.
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BMC Remedy IT Service Management Notification Engine Guide
System Events and Message Catalog
■ 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 user preferences—Manages system default notifications and user notification preferences.
System Events and Message Catalog
The 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 form
Notification 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.
Chapter 1 BMC Remedy ITSM Notification Engine 9
System Events and Message Catalog
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.
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 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 form
The
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
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BMC Remedy IT Service Management Notification Engine Guide
Notification system process control 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. Creating new messages (to be sent under conditions not already defined by existing workflow) requires customization.
In the message text fields, you can include field contents from the Source record
(such as
HPD:Help Desk
). Fields that are filled by selection from drop-down 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 control
The
NTE:SYS-Process Control
interface form receives notification event requests from BMC Remedy ITSM. The
NTE:SYS-Process Control
interface form processes all notification events, as shown in the figure below.
Figure 2: Notification events processes
Chapter 1 BMC Remedy ITSM Notification Engine 11
Notification system process control
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 the table below.
Table 1: NT:SYS-NT Process Control escalations
Escalation
SYS:NPC:ProcessHeldNotifications
SYS:NPC:TriggerGroupNotifications
SYS:NPC:TriggerNonGroupNotifications
Description
Processes notifications that are held due to business hours and holiday processing.
Processes group notifications.
Processes individual notifications.
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.
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BMC Remedy IT Service Management Notification Engine Guide
Notification interface
Notification interface
The
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.
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 log truncates the values of these fields. If you are upgrading from 7.0.x, these records will be truncated.
Chapter 1 BMC Remedy ITSM Notification Engine 13
Invoking the notification subsystem
Note
So if you need to retain the entire message, we recommend retaining these messages on your email server.
Invoking the notification subsystem
Filters 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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BMC Remedy IT Service Management Notification Engine Guide
Notification transaction process
Notification transaction process
A notification transaction uses the major components of the 7.6.00 Notification
Engine, as shown in the figure below.
Figure 3: Interaction of the major components in the 7.6.00 Notification Engine
1 The
NTE:SYS-NT Process Control
form is the center of the Notification Engine.
All notifications are pushed to this form first. Depending on which parameters 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.
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.
Chapter 1 BMC Remedy ITSM Notification Engine 15
Notification workflow
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.
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.
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.
Notification workflow
When 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 the figure below. First, it looks at a person's notification preferences in the
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BMC Remedy IT Service Management Notification Engine Guide
Additional notification forms
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 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.
Additional notification forms
In addition to the primary notification forms, the Notification Engine has the supporting forms listed in the following table.
Chapter 1 BMC Remedy ITSM Notification Engine 17
Configuring notifications
Table 2: Supporting notification forms
Form
NTE:Manual Notification
NTE:CFG-Country Code Option
Description
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 7.6.00 release.
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
NTE:CFG-Pager Service Config
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.
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.
Configuring notifications
Individual 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.
Globally modifying system default settings
You 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.
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BMC Remedy IT Service Management Notification Engine Guide
Configuring notifications
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 text
The 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 the table below:
Field
Pager Message Alpha
Notification Text
Email Subject Line
Email Message Body
Status
Description
Contains the text sent to an alphanumeric pager.
Contains the text sent to BMC Remedy Alert.
Contains the text included in the subject line of an email notification.
Contains the text included in the body of an email notification.
Controls whether notifications are sent:
■ Offline: Notifications not sent.
■ Enabled: Notifications are sent.
Define other settings as needed (for example, Proposed).
You can used field variables in the notification message text fields by enclosing 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.
Chapter 1 BMC Remedy ITSM Notification Engine 19
Configuring notifications
You can configure the notification text for different companies by creating a new record with the same Message tag and selecting the Company form the menu.
Note
You should not modify the fields within the Mapping section of this form. The notification system uses these mappings to identify what message to send, how to send the message, and when it should send it. Your changes can break the workflow.
Configuring support group notifications
You can configure the system to send notifications to a support group email list, instead of just to individuals within a group. Also, you can disable group notifications by their support group.
Figure 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 7.6.00 Configuration
Guide
.
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BMC Remedy IT Service Management Notification Engine Guide
Configuring Notification Engine escalation pools
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.
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 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.
Chapter 1 BMC Remedy ITSM Notification Engine 21
Extending the Notification Engine escalation pools
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.
The Notification Engine subsystem enables you to increase the number of escalation pools for processing individual and group notifications.
Figure 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.
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BMC Remedy IT Service Management Notification Engine Guide
Extending the Notification Engine 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.
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 the table below:
Chapter 1 BMC Remedy ITSM Notification Engine 23
Extending the Notification Engine escalation pools
Table 3: Workflow in NTE:NPC:SetNonGroupEscalationPool_010_Set`! filter
Action
Push Fields
Description
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) + 1
■ z1D Integer01= $LASTID$
Set Fields EscalationPoolNumber = ($z1D Integer01$ % $z1D_NONGROUPMOD$) +
Escalation Pool Start Range
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.
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 the table below:
Table 4: Workflow in NTE:NPC:SetGroupEscalationPool_010_Set`! filter
Action
Push Fields
Description
Creates record to get entry ID that is used to calculate the Escalation Pool Number.
The $LASTID$ function is used to get the entry ID number.
Set Fields
■ z1D_GROUPMOD = (Escalation Pool End Range - Escalation Pool Start Range)
+ 1
■ z1D Integer01= $LASTID$
Set Fields EscalationPoolNumber = ($z1D Integer01$ % $z1D_GROUPMOD$) +
Escalation Pool Start Range
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BMC Remedy IT Service Management Notification Engine Guide
Extending the Notification Engine escalation pools
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.
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
).
Chapter 1 BMC Remedy ITSM Notification Engine 25
Extending the Notification Engine escalation pools
■
SYS:NPC:TriggerNonGroupNotificationsPool2
■
SYS:NPC:TriggerNonGroupNotificationsPool3
■
SYS:NPC:TriggerGroupNotificationsPool4
■
SYS:NPC:TriggerGroupNotificationsPool5
■
SYS:NPC:TriggerGroupNotificationsPool6
Figure 8: Enabling escalation in BMC Remedy Developer Studio
Figure 8 on page 26 shows that 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.
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
26
BMC Remedy IT Service Management Notification Engine Guide
Disabling notifications workflow to the
EscalationPoolNumber
value in the records to simplify keeping track of the escalation 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 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 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 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.
The following table describes the recommended guidelines.
Table 5: Guidelines for disabled support staff notifications
Status
Proposed
Description
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.
Chapter 1 BMC Remedy ITSM Notification Engine 27
Additional configuration options
Status
Enabled
Offline
Description
Data is used in the current environment. For example, a notification message is sent.
Data is not being used. For example, a notification message is not enabled.
Additional configuration options
The 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.
28
BMC Remedy IT Service Management Notification Engine Guide
A
BMC Remedy ITSM notification events
This appendix lists all the notification events used in BMC Remedy ITSM 7.6.00.
BMC Remedy Incident Management notification events
The following table describes BMC Remedy Incident Management notification events:
Table 6: BMC Remedy Incident Management notification events
Event
Assignment
Assignment
Assignment
Cancellation
Change
Associations
Known Error
Solution
Message tag Filter Description t
HPD-INC-
AssigneeAssignmen
HPD-INC-
GroupAssignment
HPD-INC-
ShiftGroupAssignm ent
HPD-INC-
CustomerCancellati onNT
HPD-CRQ-
ChangeRequestStatu s
HPD-PKE-
PermanentSolution
Determined
HPD:INC:NTAssign ee_800_SetTag
HPD:HAS:NotifyIC
Complt-
NPC_100_Push
HPD:HAS:NotifyKn wnErrPermSoln_806
_PNPC
Notifies the Assignee when the assignment changes and the Incident is not Resolved.
HPD:INC:NTAsgGr p_805_SetTag
HPD:INC:NTAsgShi ftGrp_810_SetTag
HPD:INC:NTCustC ancelled_857_SetTag
Notifies the Assigned Group when the assignment changes and the Incident is not
Resolved.
Notifies the Assigned Group Shift when the assignment changes and the Incident is not
Resolved.
Notifies the customer when the status of the
Incident is changed to Cancelled.
Notifies the Assigned Group when the status of an associated Change Request is changed to Completed.
Notifies the Incident Assignee or the
Assigned Group when the Resolution of an associated Known Error is modified.
Appendix A BMC Remedy ITSM notification events 29
BMC Remedy Incident Management notification events
Event
Known Error
Workaround
OLA Resolution
Escalated
Notification
OLA Resolution
Escalated
Notification
Ownership
Assignment
Ownership
Assignment
Message tag Filter
HPD-PKE-
TempWorkaroundD etermined
HPD-INC-
AssigneeOLAResolu tionEscalation
HPD-INC-
GroupAssignmentO
LAResolutionEscala tion
HPD:HAS:NotifyKn wnErrTempSoln_N
PC_100_Push
HPD:INC:NTOLAA ssignee_886_SetTag
HPD:INC:NTOLAA ssignGrp_885_SetTa g
HPD-INC-
OwnerAssignment
HPD-INC-
GroupOwnerAssign ment
HPD:INC:NTOwner
_800_SetTag
HPD:INC:NTOwner
Grp_820_SetTag
HPD:INC:NTOwner
Grp_821_SetTag
Description
Notifies the Incident Assignee or the
Assigned Group when the Workaround of an associated Known Error is modified.
Notifies the Incident Assignee when the
Incident is escalated for OLA resolution.
Notifies the Incident Assigned Group when the Incident is escalated for OLA resolution.
Notifies the Assigned Owner when
Ownership of the Incident has been set.
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
Problem
Investigation
Completion
Requester
Incident Receipt
Confirmation
Requester
Incident Reopened
Requester
Incident
Resolution
Requester
Incident
Resolution
Resolution
Resolution
HPD-PBI-
IncidentInvestigatio nAssociation
HPD-PBI-
InvestigationCompl eted
HPD-INC-
CustomerReceiptCo nfirmation
HPD-INC-
CustomerReOpenN
T
HPD-INC-
CustomerResolution
NT
HPD-INC-
DirectContactResolu tionNT
HPD-INC-
AssigneeDuplicateR esolution
HPD-INC-
GroupAssignedDup licateResolution
HPD:HAS:NotifyInc ident_NPC_100_Pus h
HPD:HAS:NTPBICo mplt_NPC_100_Pus h
HPD:INC:NTCustC onfirm_851_SetTag
HPD:INC:NTCustR eOpen_855_SetTag
HPD:INC:NTCustR es_853_SetTag
HPD:INC:NTDirect
ContactRes_853_Set
Tag
HPD:INC:NTAssign ee_845_DupRes-
SetTag
HPD:INC:NTAsgGr p_846_DupRes-
SetTag
Notifies the Assignee or the Assigned Group when the Incident is associated to a Problem
Investigation from the Problem
Investigation form.
Notifies the Assignee or the Assigned Group when an associated Problem Investigation is completed.
Notifies the Requester when an open
Incident is submitted.
Notifies the Requester when an Incident that was Resolved is changed to open status.
Notifies the Requester when an open
Incident is Resolved or Closed.
Notifies the Contact Person when an open
Incident is Resolved or Closed.
Notifies the Assignee when the duplicate
Incident is Resolved by the original Incident.
Notifies the Assignee Group when the duplicate Incident is Resolved by the original Incident.
30
BMC Remedy IT Service Management Notification Engine Guide
BMC Remedy Incident Management notification events
Event
Resolution
Resolution
Resolution
Resolution
SLA Resolution
Escalation
SLA Resolution
Escalation
SLA Resolution
Escalation
SLA Resolution
Escalation
SLA Resolution
Escalation
SLA Resolution
Escalation
Unavailability
Restored
Vendor
Assignment
Message tag
HPD-INC-
GroupOwnerDuplic ateResolution
HPD-INC-
GroupOwnerResolu tion
HPD-INC-
OwnerDuplicateRes olution
HPD-INC-
OwnerResolution
HPD-INC-
GroupAssignmentS
LAResolutionEscala tion
HPD-INC-
AssigneeSLAResolu tionEscalation
HPD-INC-
SVTMgrGroupAssig nmentResolutionEsc alation
HPD-INC-
SVTMgrOwnerGrou pResolutionEscalati on
HPD-INC-
SVTOwnerResolutio nEscalation
HPD-INC-
SVTOwnerGroupRe solutionEscalation
AST-HPD-
NotifyIncidentCIUA
Restored
HPD-INC-
VendorAssignment
NT
Filter
HPD:INC:NTOwner
Grp_841_DupRes-
SetTag
HPD:INC:NTOwner
GrpRes_830_SetTag
HPD:INC:NTOwner
_840_DupRes-
SetTag
HPD:INC:NTOwner
Res_825_SetTag
HPD:INC:NTSLAAs signGrp_881_SetTag
HPD:INC:NTSLAAs signee_884_SetTag
HPD:INC:NTSVTM grAssignGrp_888_S etTag
HPD:INC:NTSVTM grOwnerGrp_890_S etTag
Description
Notifies Incident Owner Group when the duplicate Incident is Resolved by the original Incident
Notifies Incident Owner Group when the
Incident has been resolved.
Notifies Incident Owner when the duplicate
Incident is Resolved by the original Incident.
Notifies Incident Owner when the Incident has been resolved.
Notifies Incident assignee group when the
Incident has escalated for SLA resolution.
Notifies Incident assignee when the Incident has escalated for SLA resolution.
Notifies Incident Manager when the
Incident has been escalated for service target resolution.
Notifies the Incident Manager of the Owner
Group when the Incident begins SLA escalation.
HPD:INC:NTSVTrO wner_883_SetTag
HPD:INC:NTSVTO wnerGrp_882_SetTa g
INT:ASTHPD:AAA:
NotifyCIUARestore d_Incident_120_Sub mitNTE
HPD:INC:NTVendo rAssignment_861_Se tTag
Notifies the Incident Owner when the
Incident is escalated for resolution according to the terms of the SLA.
Notifies the Incident Owner Group when the Incident is escalated for resolution according to the terms of the SLA.
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.
Notifies Vendor Support Group.
Appendix A BMC Remedy ITSM notification events 31
BMC Remedy Problem Management notification events
BMC Remedy Problem Management notification events
The following table describes BMC Remedy Problem Management notification events:
Table 7: BMC Remedy Problem Management notification events
Event
Unavailability
Restored
Unavailability
Restored
Solution
Assignment
Solution
Assignment
Problem
Assignment
Problem
Assignment
Problem
Cancelled
Problem
Completed
Problem
Completed
Message tag Filter Description
AST-PBI-
NotifyInvestigationA ssigneeCIUARestore d
AST-PBI-
NotifyInvestigation
ManagerCIUARestor ed
PBM-KDB-
AssigneeGroupAssig nment
PBM-KDB-
AssigneeIndivAssign ment
PBM-PBI-
ProblemGroupAssig nment
INT:ASTHPD:AAA:
NotifyCIUARestored
_Incident_120_Subm itNTE
INT:ASTPBM:AAA:
NotifyCIUARestored
_Investigaton_120_S ubmitNTEManager
PBM:KDB:Assignee
Grp_810_SetTag
PBM:KDB:AssigneeI ndiv_810_SetTag
PBM:PBI:AssgnGrp_
810_SetTag
Notifies the Problem Investigation
Assignee that the related CI Unavailability has been restored.
Notifies the Problem Investigation Problem
Manager that the related CI Unavailability has been restored.
Notifies the Assigned Group that the
Solution assignment information has changed and there is no individual assignee.
Notifies the Assignee that the Solution assignment information has changed.
Notifies the Assigned Group that the
Problem Investigation assignment information has changed and there is no individual assignee.
PBM-PBI-
ProblemAssigneeAss ignment
PBM-PBI-
ProblemInvestigatio nRequesterCancellati on
PBM-PBI-
ProblemInvestigatio nManagerGroupCo mpletion
PBM-PBI-
ProblemInvestigatio nManagerCompletio n
PBM:PBI:AssgnInd_
810_SetTag
PBM:PBI:Cancelled_
830_Requester-
SetTag
PBM:PBI:Completed
_820_PBMMgrGrp-
SetTag
PBM:PBI:Completed
_820_PBMMgr-
SetTag
Notifies the Assignee that the Problem
Investigation assignment information has changed.
Notifies the Requester that the Problem
Investigation has been cancelled by the
Problem Manager.
Notifies the Problem Manager Group that the Problem Investigation has been completed and there is no individual
Problem Manager.
Notifies the Problem Manager that the
Problem Investigation has been completed.
32
BMC Remedy IT Service Management Notification Engine Guide
BMC Remedy Change Management notification events
Event
Problem
Completed
Problem
Manager
Assignment
Problem
Manager
Assignment
Change
Completed
Change
Completed
Known Error
Assignment
Known Error
Assignment
Known Error
Manager
Assignment
Known Error
Manager
Assignment
Message tag
PBM-PBI-
ProblemInvestigatio nRequesterCompleti on
PBM-PBI-
ProblemManagerAss ignment
PBM-PBI-
ProblemManagerGro upAssignment
PBM-PAS-
AssigneeAssociated
ChangeCompletion
PBM-PAS-
ManagerAssociated
ChangeCompletion
PBM-PKE-
GroupAssignment
PBM-PKE-
AssigneeAssignment
PBM-PKE-
ProblemManagerAss ignment
PBM-PKE-
ProblemManagerGro upAssignment
Filter
PBM:PBI:Completed
_830_Requester-
SetTag
Description
Notifies the Requester that the Problem
Investigation has been completed.
PBM:PBI:PBMMgr_8
00_SetTag
PBM:PBI:PBMMgrGr p_800_SetTag
Notifies the Problem Manager that the
Problem Manager assignment information has changed.
Notifies the Problem Manager Group that the Problem Manager assignment information has changed and there is no individual assignee.
PBM:PAS:NTICCom plt_803_Ass-PNPC
PBM:PAS:NTICCom plt_802_Mgr-PNPC
PBM:PKE:AssgneeG rpChg_803_SetTag
Notifies the Problem Assignee that a change request related to the Problem
Investigation has been completed.
Notifies Problem Manager that an related to the Problem Investigation has been completed.
Notifies the Assigned Group that the
Known Error assignment information has changed and there is no individual assignee.
PBM:PKE:AssgneeIn dChg_802_SetTag
PBM:PKE:PBMMgrC hg_800_SetTag
Notifies the Assignee that the Known Error assignment information has changed.
Notifies the Problem Manager that the
Known Error Problem Manager assignment information has changed.
PBM:PKE:PBMMgrG rpChg_801_SetTag
Notifies the Problem Manager that the
Known Error Problem Manager assignment information has changed and there is no individual assignee.
BMC Remedy Change Management notification events
The following table describes BMC Remedy Change Management notification events:
Appendix A BMC Remedy ITSM notification events 33
BMC Remedy Change Management notification events
Table 8: BMC Remedy Change Management notification events
Event
Requester
Change
Cancellation
Requester
Change
Cancellation
Requester
Change
Cancellation
Requester
Completion
Requester
Change Receipt
Confirmation
Requester
Change
Scheduled
Requester
Change Rescheduled
Requester
Change Rescheduled
Requester
Rejection
Requester
Rejection
Change
Assignee
Assignment
Message tag
CHG-CRQ-
Customer-
CancellationNotifica tion
CHG-CRQ-
RequesterNonSG-
CancellationNotifica tion
CHG-CRQ-
Requester-
CancellationNotifica tion
CHG-CRQ-
Customer-
CompletionNotificat ion
CHG-CRQ-
Customer-
ReceiptConfirmatio n
CHG-CRQ-
Customer-
ScheduledNotificati on
CHG-CRQ-
RequesterNonSG-
RFCRescheduled
CHG-CRQ-
Requester-
RFCRescheduled
CHG-CRQ-
RequesterNonSGt
RFCReturnedtoDraf
CHG-CRQ-
Requestert
RFCReturnedtoDraf
CHG-CRQ-
Assignee-
Group&IndividualR eassignment
Filter
CHG:CRQ:NTCustC ancel_858_SetTag
CHG:CRQ:StatusCa ncelled_858_Rqstern onSupportGrp-
SetTag
CHG:CRQ:StatusCa ncelled_858_Rqster-
SetTag
CHG:CRQ:NTCustC ompletion_855_SetT ag
CHG:CRQ:NTCustC onfirm_803_SetTag
CHG:CRQ:NTCustS cheduled_850_SetTa g
CHG:CRQ:StatusDr aftNonSupportGrpS etTag_110_Submit
CHG:CRQ:StatusDr aftSetTag_100_Subm it
CHG:CRQ:StatusDr aftNonSupportGrpS etTag_130_Submit
CHG:CRQ:StatusDr aft-
SetTag_120_Submit
CHG:CRQ:ChgAssi gnee-
ReassignSetTag_330
_Submit
Description
Notifies the customer that the change request is set to the Cancelled status.
Notifies the requester that the change request is set to the Cancelled status.
Notifies the Requester that the change request is set to the Cancelled status.
Notifies the customer that the change request is set to the Completed status.
Notifies the customer that a change request has been submitted.
Notifies customer that the change request is set to the Scheduled status.
Notifies Requester that the change request has been rescheduled.
Notifies Requester that the change request has been rescheduled.
Notifies Requester that the change request has been returned to the Draft status.
Notifies Requester that the change request has been returned to the Draft status.
Notifies change assignee that a change has been reassigned to him.
34
BMC Remedy IT Service Management Notification Engine Guide
BMC Remedy Change Management notification events
Event
Implementer
Assignment
Change
Manager
Assignment
Change
Assignee
Planning
Change
Assignee Latent
Completion
Change
Assignee Latent
Completion
Change
Manager Latent
Completion
Change
Manager Rescheduled
Change
Manager Rescheduled
Change
Assignee Rescheduled
Change
Assignee
Scheduled
Approval
Message tag Filter
CHG-CRQ-
Implementer-
Group&IndividualR eassignment
CHG-CRQ-
Manager-
Group&IndividualR eassignment
CHG-CRQ-
AssigneeGroup-
PIPAcceptedGroup
Assignment
CHG-CRQ-
Assignee-
PIPAcceptedAssign ment
CHG-CRQ-
Assignee-
LatentCompletionN otification
CHG-CRQ-
Manager-
LatentCompletionN otification
CHG:CRQ:ChgImpl ementerReassignSet
Tag_340_Submit
CHG:CRQ:ChgMgr
ReassignSetTag_350
_Submit
CHG:CRQ:StatusPIP
AcceptedCAGrpSet
Tag_200_Submit
CHG:CRQ:StatusPIP
AcceptedCASetTag_
180_Submit
CHG:CRQ:LatentC
HGCloseCASetTag_
360_Submit
CHG:CRQ:LatentC
HGCloseCMSetTag_
370_Submit
CHG-CRQ-
ManagerGroup-
RescheduledRFCGr oupAssignment
CHG-CRQ-
Manager-
RescheduledRFCAss ignment
CHG:CRQ:ReSchRF
CCABGrpSetTag_40
0_Submit
CHG:CRQ:ReSchRF
CCABMgrSetTag_38
0_Submit
CHG-CRQ-
AssigneeGroup-
RescheduledRFCGr oupAssignment
CHG-CRQ-
Assignee-
RescheduledRFCAss ignment
CHG-CRQ-
Manager-
ApprovalRejected
CHG:CRQ:ReSchRF
CChgAssgnGrpSetT ag_410_Submit
CHG:CRQ:ReSchRF
CChgAssgnSetTag_
390_Submit
CHG:CRQ:NotifyOn
RejectApproval-CM
Description
Notifies change implementer that a change has been reassigned to him.
Notifies change manager that a change has been reassigned to him.
Notifies change assignee group that the change request is set to the Planning In
Progress status.
Notifies change assignee group that the change request is set to the Planning In
Progress status.
Notifies change assignee that a change has been completed as a latent change.
Notifies change manager that a change has been completed as a latent change.
Notifies change manager group of change manager assignment for a rescheduled change request.
Notifies change manager of change manager assignment for a rescheduled change request.
Notifies change assignee group of assignment for a rescheduled change request.
Notifies change assignee of assignment for a rescheduled change request.
Notifies the assignee that the change has been rejected during an approval phase.
Appendix A BMC Remedy ITSM notification events 35
BMC Remedy Change Management notification events
Event
Approval
Change
Manager Next
Dependent
Change
Non-Approval
Information
Non-Approval
Information
Non-Approval
Information
Change
Assignee
Completion
Change
Assignee
Completion
Change
Manager
Completion
Change
Manager
Completion
Message tag
CHG-CRQ-
ManagerGroup-
ApprovalRejected
CHG:CRQ:NotifySu pDepChgClos_795_
NO
Filter
CHG:CRQ:NotifyOn
RejectApproval-
CMGrp
CHG:CRQ:NotifySu pDepChgClos_795_
NO
Description
Notifies the assignee group that the change has been rejected during an approval phase.
Notifies the change supervisor that previous dependent (with lower sequence number) changes have been resolved.
Note:
This filter is disabled by default.
CHG-NAN-
InformationalNonA pprovalNTForGrou p
APR:NAN:NotifyGr oup_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.
CHG-NAN-
InformationalNonA pprovalNTForIndivi dual
APR:NAN:NotifyIn dividual_810_NotifT ype`!
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.
CHG-NAN-
InformationalNonA pprovalNTForIndivi dual
APR:NAN:NotifyIn dividual_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.
Notification to change assignee group that the change request is set to the Completed status.
CHG-CRQ-
Assignee-
Group&IndividualC ompletionNotificati on
CHG-CRQ-
Assignee-
Group&IndividualFi nalReviewComplete d
HG-CRQ-Manager-
Group&IndividualC ompletionNotificati on
CHG:CRQ:StatusCo mpleted_855_CA
+CAGrp-SetTag
CHG:CRQ:StatusCo mpletedWReason_8
55_CA+CAGrp-
SetTag
CHG:CRQ:StatusCo mpleted_855_CM
+CMGrp-SetTag
CHG-CRQ-
Manager-
Group&IndividualFi nalReviewComplete d
CHG:CRQ:StatusCo mpletedWReason_8
55_CM+CMGrp-
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.
Notification to change manager that the change request is set to the Completed status.
Notification to change manager that the change request is set to the Completed status and the change request status reason is Final Review Complete.
36
BMC Remedy IT Service Management Notification Engine Guide
BMC Remedy Change Management notification events
Event
Requester
Completion
Requester
Completion
Change
Manager
Predecessor
Completion
Change
Assignee Preplanning
Change
Assignee Preplanning
Change
Manager Preplanning
Change
Manager Preplanning
Change
Manager
Planning
Change
Manager
Planning
Message tag Filter
CHG-CRQ-
RequesterNonSG-
ChangeCompletion
Notification
CHG:CRQ:StatusCo mpleted_855_Rqster
NonSupportGrp-
SetTag
CHG-CRQ-
Requester-
ChangeCompletion
Notification
CHG-CRQ-
PredecessorStatusInf ormation
CHG:CRQ:StatusCo mpleted_855_Rqster
-SetTag
CHG:CHA:NotifyID
Complt_801_PNPC
Description
Notification to Requester that the change request is set to the Completed status.
Notification to Requester that the change request is set to the Completed status.
Notifies change manager of a predecessor
Change completion.
CHG-CRQ-
AssigneeGroup-
RFCGroupAssignm ent
CHG-CRQ-
Assignee-
RFCAssignment
CHG-CRQ-
ManagerGroup-
RFCGroupAssignm ent
CHG-CRQ-
Manager-
RFCAssignment
CHG-CRQ-
ManagerGroup-
PIPAcceptedGroup
Assignmen
CHG-CRQ-
Manager-
PIPAcceptedAssign ment
CHG:CRQ:StatusRF
CCAGrpSetTag_150
_Submit
CHG:CRQ:StatusRF
CCASetTag_140_Su bmit
CHG:CRQ:StatusRF
C_815_CMGrp-
SetTag
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.
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.
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.
CHG:CRQ:StatusRF
CCMSetTag_160_Su bmit
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.
CHG:CRQ:StatusPIP
AcceptedCMGrpSet
Tag_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.
CHG:CRQ:StatusPIP
AcceptedCMSetTag
_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.
Appendix A BMC Remedy ITSM notification events 37
BMC Remedy Change Management notification events
Event
Change
Assignee
Planning
Change
Assignee
Assignment
Implementer
Assignment
Change
Manager
Assignment43
Change
Manager
Assignment
Change
Assignee
Scheduled For
Review
Change
Assignee
Scheduled For
Review
Change
Manager
Scheduled for
Review
Change
Manager
Scheduled for
Review
Message tag
CHG-CRQ-
AssigneeGroup-
PIPAssignedGroup
Assignment
CHG-CRQ-
Assignee-
PIPAssignedAssign ment
CHG:CRQ:StatusPIP
Assigned_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.
CHG-CRQ-
ImplementerGroup-
PIPAssignedGroup
Assignment
CHG-CRQ-
ManagerGroup-
PIPAssignedGroup
Assignment
CHG:CRQ:StatusPIP
AssignedCImpGrpS etTag_240_Submit
Notifies change implementer group that the change request is set to the Planning in
Progress status.
CHG:CRQ:StatusPIP
AssignedCMGrpSet
Tag_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.
CHG-CRQ-
Manager-
PIPAssignedAssign ment
CHG-CRQ-
AssigneeGroup-
SFRGroupNotificati on
CHG-CRQ-
Assignee-
SFRNotification
Filter
CHG:CRQ:StatusPIP
AssignedCAGrpSet
Tag_230_Submit
Description
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.
CHG:CRQ:StatusPIP
Assigned_817_CSet
Tag
CHG:CRQ:StatusSch edForRevCAGrpSet
Tag_260_Submit
Notifies change assignee group that the change request is set to the Scheduled For
Review status.
CHG:CRQ:StatusSch edForRevCA_818_S etTag
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.
Notifies change assignee that the change request is set to the Scheduled For Review status.
CHG-CRQ-
ManagerGroup-
SFRGroupNotificati on
CHG-CRQ-
Manager-
SFRNotification
CHG:CRQ:StatusSch edForRevCMGrpSet
Tag_280_Submit
CHG:CRQ:StatusSch edForRevCMSetTag
_270_Submit
Notifies change manager group that the change request is set to the Scheduled For
Review status.
Notifies change manager that the change request is set to the Scheduled For Review status.
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BMC Remedy IT Service Management Notification Engine Guide
BMC Remedy Change Management notification events
Change
Assignee
Scheduled
Change
Assignee
Scheduled
Change
Manager
Scheduled
Change
Manager
Scheduled
Requester
Change
Scheduled
Requester
Change
Scheduled
Change
Assignee
Completion
Event
Implementer
Planning
Implementer
Scheduled
Implementer
Scheduled
Message tag
CHG-CRQ-
Implementer-
PIPAssignedAssign ment
Filter
CHG:CRQ:StatusPIP
AssignedCImpSetTa g_210_Submit
Description
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.
Notifies change implementer group that the change request is set to the Scheduled status.
CHG-CRQ-
ImplementerGroup-
ScheduledGroupAss ignment
CHG-CRQ-
Implementer-
ScheduledAssignme nt
CHG-CRQ-
AssigneeGroup-
ScheduledNoImpact
GroupNotification
CHG-CRQ-
Assignee-
ScheduledNoImpact
Notification
CHG-CRQ-
ManagerGroup-
ScheduledNoImpact
GroupNotification
CHG:CRQ:StatusSch eduled_850_CImpG rp-SetTag
CHG:CRQ:StatusSch eduled_850_CImp-
SetTag
CHG:CRQ:StatusSch eduledNoImpct_850
_CAGrp-SetTag
CHG:CRQ:StatusSch eduledNoImpct_850
_CA-SetTag
CHG:CRQ:StatusSch eduledNoImpct_850
_CMGrp-SetTag
CHG-CRQ-
Manager-
ScheduledNoImpact
Notification
CHG-CRQ-
RequesterNonSG-
ScheduledNotificati on
CHG-CRQ-
Requester-
ScheduledNotificati on
CHG-CRQ-
Assignee-
Group&IndividualFi nalReviewComplete d
CHG:CRQ:StatusSch eduledNoImpct_850
_CSetTag
CHG:CRQ:StatusSch eduled_850_Rqster
NonSupportGrp-
SetTag
CHG:CRQ:StatusSch eduled_850_Rqster-
SetTag
CHG:CRQ:StatusCo mpletedWReasonW
Tsk_856_CA
+CAGrp-SetTag
Notifies change implementer the change request is set to the Scheduled status.
Notifies change assignee group that the No
Impact change request is set to the
Scheduled status.
Notifies change assignee that the No Impact change request is set to the Scheduled status.
Notifies change manager group that the No
Impact change request is set to the
Scheduled status.
Notifies change manager group that the No
Impact change request is set to the
Scheduled status.
Notifies non-support staff member that the change request is set to the Scheduled status.
Notifies member of the support staff that the change request is set to the Scheduled status.
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.
Appendix A BMC Remedy ITSM notification events 39
Release Management notification events
Release Management notification events
The following notification events are related to release management. 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 7.6.00 Configuration Guide .
Table 9: Release Management notification events
Event Message tag
Release
Assigned
RMS-APR-
ApprovalNTForIndi vidual
Release Updated RMS-
RLM_Requester-
ReleaseCompletion
Notification
Filter
Not Applicable
Not Applicable
Description
Notifies support staff individual that a release has been assigned to him or her.
Notifies requester that the release request has been completed by the support staff.
Activity module notification events
The following notification events are related to the activity module. Configure the rules in which the support staff is notified in the Activity Notification Rules form.
For more information, see the BMC Remedy IT Service Management 7.6.00
Configuration Guide
.
Table 10: Activity module notification events
Event
Activity
Assigned
Activity
Assigned
Activity Status
Changed
Message tag Filter
AAS_AAS_Assigne d_Group
AAS_AAS_Assigne d_Individual
Not Applicable
Not Applicable
AAS_AAS_StatusCh anged
Not Applicable
Description
Notifies support staff group that an activity has been assigned to them.
Notifies support staff individual that an activity has been assigned to him or her.
Notifies support staff that the status of an activity has been changed.
Task Management System notification events
The following table describes Task Management System notification events:
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BMC Remedy IT Service Management Notification Engine Guide
BMC Remedy Asset Management notification events
Table 11: Task Management System notification events
Event Message tag Filter
Task Assigned TMS_TAS_Assigned
_Individual
TMS:TAS:Assignme nt_StartPostAssign mentProcess
Task Assigned TMS_TAS_Assigned
_Individual
TMS:TAS:Assignme nt_StartManualAssi gnmentProcess
Task Assigned TMS_TAS_Assigned
_Individual
TMS:TAS:Assignme nt_StartManualAssi gnmentProcess_Sub mit
Description
Notifies assignee when the assignment engine modifies the task and the Assignee+ field is not empty. No notifications are sent to the assignee group.
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.
Notifies assignee when creating a task if you enter an assignee in the Assignee+ field. No notifications are sent to the assignee group.
Note:
If a notification is created but does not have a status of "Assigned," and Notify
Assignee is set to "Yes," a notification will not be sent out.
Task Assigned TMS_TAS_Assigned
_Group
Task Status
Changed
TMS_TAS_StatusCh anged
TMS:TAS:Notificati on_AssignedToGro up_CallGUIDE
TMS:TAS:StatusCha ngedCallNotifyGuid e
Notifies the Assigned Group when the Task status is changes to "Pending" and the Status
Reason is set to ""Assignment".
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.
BMC Remedy Asset Management notification events
The following table describes BMC Remedy Asset Management notification events:
Table 12: Asset Management notification events
Event
Approval
Message tag
AST-APR-
ApprovalNTForIndi vidual
Filter
AST:ARD:NewAppr ovalNotification-
ParseApprovers-
NotifySupport`!
Description
Notifies the requester’s manager that a purchase requisition requires approval.
Appendix A BMC Remedy ITSM notification events 41
BMC Remedy Asset Management notification events
Event
Asset Scheduled
Maintenance
Bulk Inventory
Reorder
CI Status
Change
Configuration
Item Approval
Configuration
Scheduled
Maintenance
Contract
Expiration
Contract
Expiration
Warning
Resolution
Escalation
Resolution
Escalation
Resolution
Escalation
Resolution
Escalation
Resolution
Escalation
Unavailability
Assignment
Message tag Filter
AST-AVI-
AssetScheduledMai ntenance
AST-AIQ-
BulkInventoryReord er
AST-SHR-
ConfigItemStatusCh ange
AST:Asset Schedule
View_NotifyofExpir e04_Asset
ASI:AIQ:NotifyReor der_803
ASI:AEO:NotifyPeo ple_850_`!
AST-ANF-
ConfigurationItemA pproval
AST-AVI-
ConfigurationSched uledMaintenance
AST-CON-
OwnerGroup-
ContractExpiry
AST-CON-
OwnerGroup-
ContractExpiryWar ning
AST:ANF:StartAppr ovalProcess_600
AST:AVI:NotifyofEx pire_804_Asset
AST:CTB:SendExpir edMsgGrp04`!
AST:CTB:NotifyofE xpire04`!
AST:CTB:NotifyofE xpireGroup04`!
AST-AOT-
AssigneeOLAResolu tionEscalation
AST:AOT:NTOLAA ssignee_812_SetTag
AST-AOT-
GroupOLAResoluti onEscalation
AST-AOT-
AssigneeSLAResolu tionEscalation
AST-AOT-
GroupSLAResolutio nEscalation
AST-AOT-
SVTAssignMgrGrou pResolutionEscalati on
AST-AOT-
CIUAAssigneeAssig nment-NoXREF
Description
Notifies Asset Manager of next scheduled maintenance/audit date for an Asset.
Notifies either Group Owner or Inventory
Owner that a bulk item needs to be reordered.
Notifies individual or group when a CI changes key attributes, such as status or categorization.
Notification message is hard coded in this filter. Message tag in SYS:Notification
Messages form is not used.
Notifies Asset Notification Contract of next scheduled maintenance date for a configuration.
Notifies the Contract Owner Group when the current date is later than the Contract
Expiry Date.
Notifies the Contract Owner Group or
Individual when the current date is within the specified number of days of the Contract
Expiry Date.
AST:AOT:NTOLAA ssignGrp_815_SetTa g
AST:AOT:NTSLAAs signee_816_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.
Notifies the assigned group when an
Unavailability record is escalated for OLA resolution.
Notifies the assignee when an Unavailability record is escalated for SLA resolution.
AST:AOT:NTSLAAs signGrp_811_SetTag
AST:AOT:NTSSVT
MgrAssignGrp_816_
SetTag
AST:AOT:NTAssign ee-NoXR_805
Notifies the assignee group when an
Unavailability record is escalated for SLA resolution.
Notifies the individual or assignee group availability manager when an Unavailability record is escalated for SLA resolution.
Notifies the assignee of an open
Unavailability record when the assignment changes and is not cross-referenced to another request.
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BMC Remedy IT Service Management Notification Engine Guide
License Management notification events
Event
Unavailability
Assignment
Unavailability
Assignment
Unavailability
Assignment
Configuration
Item Approval
Configuration
Scheduled
Maintenance
Asset Scheduled
Maintenance
Message tag
AST-AOT-
CIUAAssigneeAssig nment-XREF
AST-AOT-
CIUAGroupAssign ment-NoXREF
AST-AOT-
CIUAGroupAssign ment-XREF
AST-ANF-
ConfigurationItemA pproval
AST-AVI-
ConfigurationSched uledMaintenance
AST-AVI-
AssetScheduledMai ntenance
Filter Description
AST:AOT:NTAssign ee-XREF_800
AST:AOT:NTAsgGr p-NoXREF_815
AST:AOT:NTAsgGr p-XREF_810
AST:ANF:NotifyExp ireIndiv805
AST:ANF:NotifyExp ireGrp_804
AST:AVI:NotifyofEx pire_804_Config
Notifies the assignee of an open
Unavailability record when the assignment changes and is cross-referenced to another request.
Notifies the assigned group of an open
Unavailability record when the assignment changes and is not cross-referenced to another request.
Notifies the assigned group of an open
Unavailability record when the assignment changes and is cross-referenced to another request.
Notifies approving manager that
Configuration Catalog Item requires approval.
Notifies Asset Manager of next scheduled maintenance date for a configuration.
AST:AVI:NotifyofEx pire_804_Asset
Notifies Asset Manager of next scheduled maintenance/audit date for an Asset.
License Management notification events
The following table describes License Management notification events:
Table 13: License Management notification events
Event
Certificate
Breach Warning
Certificate
Breach Warning
Certificate
Historical
Message tag
AST-ALC-
CertificateLevel1Bre achWarning
AST-ALC-
CertificateLevel2Bre achWarning
AST-ALC-
CertificateExpiratio n
Filter Description
AST:ALC:BreachLev el01Warning_850_Se tNotifTag
Notifies support staff that the license certificate is approaching Level 1 Breach.
AST:ALC:BreachLev el02Warning_850_Se tNotifTag
AST:ALC:StatusExp ired_850_SetNotifTa g
Notifies support staff that the license certificate is approaching Level 2 Breach.
Notifies support staff that the license certificate has expired.
Appendix A BMC Remedy ITSM notification events 43
Global notification events
Event
Certificate
Historical
Certificate
Notification
Warning
Certificate Out of Compliance
Certificate
Owner
Assignment
Certificate
Owner
Assignment
Message tag
AST-ALC-
CertificateHistorical
AST-ALC-
NotificationWarnin g
AST-ALC-
CertificateOutOfCo mpliance
AST-ALC-
CertificateOwnerAs signment
AST-ALC-
CertificateOwnerGr oupAssignment
Filter
AST:ALC:StatusHist orical_850_SetNotif
Tag
AST:ALC:Notificati onWarning_850_Cal lNotifGuide
AST:ALC:Complian ceStatus_850_SetNot ifTag
AST:ALC:OwnerSu pportGroupAssigne e_850_SetNotifTag
AST:ALC:OwnerSu pportGroup_850_Se tNotifTag
Description
Notifies support staff that the status of the license certificate has been set.
Notifies support staff that the license certificate will expire at a set date.
Notifies support staff that the license certificate is out of compliance.
Notifies support staff individual that the license certificate has been assigned to him or her.
Notifies support staff group that the license certificate has been assigned to them.
Global notification events
The following table describes Global notification events:
Table 14: Global notification event
Event
Reminder
Notification
Message tag Filter
FND-REM-
ReminderNotificatio n
CFG:SMI:SendRemi nder_800
Description
Reminder.
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BMC Remedy IT Service Management Notification Engine Guide
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