BMC Remedy IT Service Management Notification Engine Guide
BMC Remedy IT Service Management Notification Engine Guide
BMC Remedy IT Service Management Notification Engine Guide
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<strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong><br />
<strong>Management</strong> <strong>Notification</strong><br />
<strong>Engine</strong> <strong>Guide</strong><br />
Supporting<br />
<strong>BMC</strong> <strong>Remedy</strong> Asset <strong>Management</strong> version 7.6.04<br />
<strong>BMC</strong> <strong>Remedy</strong> Change <strong>Management</strong> version 7.6.04<br />
<strong>BMC</strong> <strong>Remedy</strong> <strong>Service</strong> Desk version 7.6.04<br />
January 2011<br />
www.bmc.com
Contacting <strong>BMC</strong> Software<br />
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Address <strong>BMC</strong> SOFTWARE INC<br />
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Telephone +01 713 918 8800 Fax +01 713 918 8000<br />
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Fax 1 713 918 8000<br />
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3
License key and password information<br />
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4 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> <strong>Notification</strong> <strong>Engine</strong> <strong>Guide</strong>
Contents<br />
Chapter 1 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM <strong>Notification</strong> <strong>Engine</strong> 7<br />
<strong>Notification</strong> <strong>Engine</strong> overview .........................................................................................7<br />
<strong>Notification</strong> <strong>Engine</strong> architecture .....................................................................................8<br />
System Events and Message Catalog .............................................................................9<br />
NTE:SYS-Define NT Events form ........................................................................9<br />
NTE:CFG-<strong>Notification</strong> Events form ..................................................................10<br />
SYS:<strong>Notification</strong> Messages form ........................................................................10<br />
<strong>Notification</strong> system process control .............................................................................11<br />
<strong>Notification</strong> interface ......................................................................................................13<br />
<strong>Notification</strong> audit ............................................................................................................13<br />
Invoking the notification subsystem ............................................................................14<br />
<strong>Notification</strong> transaction process ...................................................................................15<br />
<strong>Notification</strong> workflow ....................................................................................................16<br />
Additional notification forms .......................................................................................17<br />
Configuring notifications ...............................................................................................18<br />
Globally modifying system default settings ....................................................18<br />
Modifying notification message text .................................................................19<br />
Configuring support group notifications .........................................................20<br />
Configuring <strong>Notification</strong> <strong>Engine</strong> escalation pools .....................................................21<br />
Extending the <strong>Notification</strong> <strong>Engine</strong> escalation pools ..................................................22<br />
Multithreading filter workflow for<br />
NTE:NPC:SetNonGroupEscalationPool_010_Set`! .........................................23<br />
Multithreading filter workflow for<br />
NTE:NPC:SetGroupEscalationPool_010_Set`! .................................................24<br />
Setting up escalation workflow to process the multithreaded individual and<br />
group notifications records ................................................................................25<br />
Disabling notifications ...................................................................................................27<br />
Disabling customer notifications .......................................................................27<br />
Disabling support staff notifications .................................................................27<br />
Additional configuration options .................................................................................28<br />
Appendix A <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM notification events 29<br />
<strong>BMC</strong> <strong>Remedy</strong> Incident <strong>Management</strong> notification events .........................................29<br />
<strong>BMC</strong> <strong>Remedy</strong> Problem <strong>Management</strong> notification events .........................................32<br />
<strong>BMC</strong> <strong>Remedy</strong> Change <strong>Management</strong> notification events ..........................................33<br />
Release <strong>Management</strong> notification events ....................................................................40<br />
Contents 5
Activity module notification events .............................................................................40<br />
Task <strong>Management</strong> System notification events ...........................................................40<br />
<strong>BMC</strong> <strong>Remedy</strong> Asset <strong>Management</strong> notification events ..............................................41<br />
License <strong>Management</strong> notification events ....................................................................43<br />
Global notification events ..............................................................................................44<br />
6 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> <strong>Notification</strong> <strong>Engine</strong> <strong>Guide</strong>
<strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM <strong>Notification</strong><br />
<strong>Engine</strong><br />
This chapter helps you understand the <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> Request<br />
<strong>Management</strong> (<strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM) <strong>Notification</strong> <strong>Engine</strong>.<br />
<strong>Notification</strong> <strong>Engine</strong> overview<br />
This guide describes the major components and process flow of <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong><br />
<strong>Service</strong> <strong>Management</strong> (<strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM) <strong>Notification</strong> <strong>Engine</strong>. By understanding<br />
how all of the pieces work together, you can intelligently change the default<br />
configuration or make any necessary customizations to meet your organization's<br />
needs. .<br />
Note<br />
This guide is an addendum to the <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> Request <strong>Management</strong><br />
Administration <strong>Guide</strong>.<br />
To improve performance and scalability, the 7.6.04 version of the <strong>Notification</strong> <strong>Engine</strong><br />
improves group notification processing and processes all notifications<br />
asynchronously.<br />
The <strong>Notification</strong> <strong>Engine</strong> provides a back-end workflow model for defining which<br />
notifications should be sent, based on events in the application.<br />
To configure notifications, the primary option provided with the <strong>BMC</strong> <strong>Remedy</strong><br />
<strong>IT</strong>SM 7.6.04 Suite is exposed on the People form for support staff. Additional behindthe-scenes<br />
configuration is available through back-end forms, but you must<br />
understand how all of the pieces fit together before attempting these types of changes.<br />
The <strong>Notification</strong> <strong>Engine</strong> provides the following primary functions:<br />
1<br />
Chapter 1 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM <strong>Notification</strong> <strong>Engine</strong> 7
<strong>Notification</strong> <strong>Engine</strong> architecture<br />
■ Determines notification recipients (group or individual).<br />
■ Specifies the notification text.<br />
■ Initiates the notification delivery (<strong>BMC</strong> <strong>Remedy</strong> Alert, email, or pager).<br />
■ Logs the notification details.<br />
<strong>Notification</strong> <strong>Engine</strong> architecture<br />
The <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM notification subsystem is available to all <strong>BMC</strong> <strong>Remedy</strong><br />
<strong>IT</strong>SM applications and is connected to the <strong>BMC</strong> <strong>Remedy</strong> Action Request System<br />
(AR System) Email <strong>Engine</strong>.<br />
Figure 1: <strong>Notification</strong> <strong>Engine</strong> architecture<br />
Major components<br />
The following major components make up the notification subsystem architecture:<br />
■ System Events and Message Catalog—Defines notification events and notification<br />
text.<br />
8 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> <strong>Notification</strong> <strong>Engine</strong> <strong>Guide</strong>
■ System process control—Processes each notification event received from various<br />
<strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM modules.<br />
■ <strong>Notification</strong> interface—Sends the formatted notification (alert, email, pager).<br />
■ <strong>Notification</strong> audit—Audits each notification that is visible from the <strong>BMC</strong> <strong>Remedy</strong><br />
<strong>IT</strong>SM modules.<br />
■ Configuration settings and user preferences—Manages system default<br />
notifications and user notification preferences.<br />
System Events and Message Catalog<br />
The System Events and Message Catalog contains all valid notification event<br />
definitions available in the notification subsystem. The following primary forms<br />
make up this catalog:<br />
■ NTE:SYS-Define NT Events<br />
■ NTE:CFG-<strong>Notification</strong> Events<br />
■ SYS:<strong>Notification</strong> Messages<br />
NTE:SYS-Define NT Events form<br />
<strong>Notification</strong> events are defined in the NTE:SYS-Define NT Events form and are<br />
specific to a <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM module (Incident, Problem, Change, Request,<br />
Purchase Requisition, Asset, and so on). <strong>Notification</strong> events are primarily configured<br />
for internal support staff notification, which is indicated by the Yes flag in the<br />
Support Staff Event field.<br />
When the Support Staff Event field is set to Yes, a corresponding record in the NTE:CFG-<br />
<strong>Notification</strong> Events form must specify the default preferences for this<br />
notification event.<br />
The notification is sent according to the system default preferences, unless you have<br />
created your own entry for this event in NTE:CFG-<strong>Notification</strong> Events.<br />
Note<br />
User-defined events take precedence over system-defined events.<br />
System Events and Message Catalog<br />
Chapter 1 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM <strong>Notification</strong> <strong>Engine</strong> 9
System Events and Message Catalog<br />
You can also use notification events for email notifications to customers who might<br />
not have a login ID or access to the application. To use notification events this way,<br />
set the Support Staff Event field to No.<br />
WARNING<br />
Remember that all customer notifications are sent by email. You cannot change this<br />
setting without customization to the <strong>Notification</strong> <strong>Engine</strong> settings. If you install<br />
patches or later versions of the <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong>, back up your<br />
work so that it is not overwritten by the installer. This warning applies to all<br />
customizations that you make to the <strong>Notification</strong> <strong>Engine</strong>.<br />
Note<br />
Because Problem <strong>Management</strong> is a process internal to the support organization, the<br />
Problem <strong>Management</strong> module has no customer notification events.<br />
NTE:CFG-<strong>Notification</strong> Events form<br />
The NTE:CFG-<strong>Notification</strong> Events form stores all system-wide and user-specific<br />
preferences for predefined internal (support staff) notification events. Preferences<br />
defined here include the notification method (email or alert), whether a pager<br />
notification is sent, business hour usage, holiday usage, and whether the message is<br />
a group or individual notification.<br />
Additional application preferences are also available, such as including priority for<br />
Incident <strong>Management</strong> and Problem <strong>Management</strong>, or Timing for a Change type<br />
notification.<br />
SYS:<strong>Notification</strong> Messages form<br />
The SYS:<strong>Notification</strong> Messages form contains the notification text for each event.<br />
The combination of <strong>Notification</strong> Message Tag, Locale, and Company fields must be<br />
unique. The notification workflow uses the <strong>Notification</strong> Message Tag to identify the<br />
specific message to be sent. You can associate each notification event with several<br />
notification messages for different companies and locales.<br />
The Email Message Body field contains literal text as well as substitution parameters<br />
—for example, #Incident Number#. Standard filter workflow searches for the<br />
substitution parameter and replaces it with the actual incident ticket number.<br />
This form also displays the Support Staff Event flag to indicate whether the<br />
notification message is intended for customers or support staff. However, the<br />
notification workflow does not use this setting to determine the notification<br />
preferences to use when sending the notification. The actual filters supporting the<br />
10 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> <strong>Notification</strong> <strong>Engine</strong> <strong>Guide</strong>
notification determine whether the notification preferences are hard-coded (for<br />
example, always using email as the notification method, as with customer<br />
notifications) or retrieved from the NTE:CFG-<strong>Notification</strong> Events form (for<br />
example, use the system default or user-defined notification method specified for the<br />
recipient, as with support staff notifications).<br />
You can modify notification text, so you can change the standard messages provided<br />
with the application or define different messages for specific companies.<br />
Note<br />
Do not modify the Mapping section of the notification message. The notification<br />
system uses these mappings to identify what message to send, how to send the<br />
message, and when it should send it. Your changes can break the workflow.<br />
However, you can create a new notification message in this form, but workflow to<br />
support the message must exist. Creating new messages (to be sent under conditions<br />
not already defined by existing workflow) requires customization.<br />
In the message text fields, you can include field contents from the Source record<br />
(such as HPD:Help Desk). Fields that are filled by selection from drop-down menus<br />
are displayed in the message text enclosed in #. <strong>Notification</strong> workflow translates<br />
these field variables into the actual field contents before sending the notification<br />
message. Adding new fields not already in the drop-down menus requires<br />
customization.<br />
<strong>Notification</strong> system process control<br />
The NTE:SYS-Process Control interface form receives notification event requests<br />
from <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM. The NTE:SYS-Process Control interface form processes<br />
all notification events, as shown in the figure below.<br />
Figure 2: <strong>Notification</strong> events processes<br />
<strong>Notification</strong> system process control<br />
Chapter 1 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM <strong>Notification</strong> <strong>Engine</strong> 11
<strong>Notification</strong> system process control<br />
Note<br />
The NTE:SYS-Process Control form is the center of the <strong>Notification</strong> <strong>Engine</strong>; it is<br />
what initiates a notification.<br />
During an initial submission or update of a record in one of the <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong><br />
modules, workflow creates a record in the NT:SYS-NT Process Control form. This<br />
record is processed by the escalations listed in the table below.<br />
Table 1: NT:SYS-NT Process Control escalations<br />
Escalation Description<br />
SYS:NPC:ProcessHeld<strong>Notification</strong>s Processes notifications that are held due to<br />
business hours and holiday processing.<br />
SYS:NPC:TriggerGroup<strong>Notification</strong>s Processes group notifications.<br />
SYS:NPC:TriggerNonGroup<strong>Notification</strong>s Processes individual notifications.<br />
When a new record is created in the NTE:SYS-NT Process Control form, filters<br />
perform these tasks:<br />
■ Verify the notification message exists in the SYS:<strong>Notification</strong> Messages form<br />
and that the message record is enabled.<br />
■ Retrieve data from the source form (if the notification was sent from an<br />
association form).<br />
■ Check business hours, business holidays, and notification preferences for support<br />
staff notifications.<br />
■ Process on-call group notifications when the On-Call Group Flag is enabled.<br />
■ Process group notifications by searching the Group membership table for group<br />
notifications.<br />
■ Process individual notifications that are coming from the group notifications<br />
processing above or that came in directly from an event.<br />
■ Process messages by running translation workflow (that is, workflow that<br />
replaces tokens within the message text).<br />
If the notification is successfully processed, the NT:SYS-NT Process Control<br />
record is deleted.<br />
12 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> <strong>Notification</strong> <strong>Engine</strong> <strong>Guide</strong>
<strong>Notification</strong> interface<br />
The NTE:Notifier form processes the formatted notification text and, based on<br />
notification method, sends an alert, email, or page.<br />
The NTE:Notifier form has workflow that performs a Run Process command to<br />
send a page, create an email record in the AR System Email Messages form, or<br />
create an alert in the Alert Events form. This form has workflow that is triggered<br />
on Window Open to redirect the user to the appropriate record (for example,<br />
incident, problem, change, and so on). For debugging purposes, you might need to<br />
disable this workflow to make sure that the notification record is correct.<br />
The NTE:NTS:DefaultMethod_200_NT filter executes when no method is specified<br />
for the notification, and it uses the notification recipient's default notification method.<br />
If email is the notification method, the email message includes ARTask and URL<br />
shortcuts to the record. The NTE:NTS:Email_200_SystemNT filter executes when<br />
Email is the default method specified for the notification. To remove the ARTask and<br />
URL, clear the check boxes in this filter.<br />
External email notifications (sent by the NTE:NTS:Email_200_Customer-NT filter)<br />
and email messages sent manually through the <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM 7.x Email<br />
System (sent by the NTE:NTS:Email_200_Manual-NT filter) do not include shortcuts.<br />
■ There is a separate filter to process each notification method.<br />
■ The NTE:Notifier record is deleted after the alert, email, or page is sent, and an<br />
audit record is created.<br />
<strong>Notification</strong> audit<br />
<strong>Notification</strong> interface<br />
The NTE:Notifier Log form contains every notification (alert, email, and pager) sent<br />
from the subsystem. <strong>Notification</strong> records are written to the log every time the system<br />
sends a notification. These entries appear in the application audit logs.<br />
Note<br />
Manually archive or delete entries periodically.<br />
Note<br />
The <strong>Notification</strong> Text and Email Message Body fields were unlimited in length.<br />
These fields are now limited to 3,964 bytes due to performance with Oracle<br />
databases. The notification messages are still unlimited in length, but the audit log<br />
truncates the values of these fields. If you are upgrading from 7.0.x, these records<br />
will be truncated.<br />
Chapter 1 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM <strong>Notification</strong> <strong>Engine</strong> 13
Invoking the notification subsystem<br />
Note<br />
So if you need to retain the entire message, we recommend retaining these messages<br />
on your email server.<br />
Invoking the notification subsystem<br />
Filters are triggered on certain application events. Filters populate data on the source<br />
forms and then push data from the source forms to the NTE:SYS-NT Process<br />
Control form for processing. One or more notification filters can trigger a<br />
notification event. The contents of the <strong>Notification</strong> Message Tag field are passed to<br />
the NTE:SYS-NT Process Control form, so it must be unique and must correspond<br />
to a notification message in the SYS:<strong>Notification</strong> Messages form.<br />
The notification filters perform the following actions:<br />
■ Populate data on the source forms.<br />
■ Push data from the source forms to the NTE:SYS-NT Process control form for<br />
processing.<br />
■ Set the <strong>Notification</strong> Message Tag and temp fields, and then create a record in the<br />
NTE:SYS-NT Process Control form.<br />
The <strong>Notification</strong> Message Tag is the unique identifier for each notification event and<br />
message. After the <strong>Notification</strong> Process Control record is created, the notification<br />
fields on the source form are cleared.<br />
14 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> <strong>Notification</strong> <strong>Engine</strong> <strong>Guide</strong>
<strong>Notification</strong> transaction process<br />
A notification transaction uses the major components of the 7.6.00 <strong>Notification</strong><br />
<strong>Engine</strong>, as shown in the figure below.<br />
Figure 3: Interaction of the major components in the 7.6.00 <strong>Notification</strong> <strong>Engine</strong><br />
1 The NTE:SYS-NT Process Control form is the center of the <strong>Notification</strong> <strong>Engine</strong>.<br />
All notifications are pushed to this form first. Depending on which parameters are<br />
included, it determines whether the notification is a group notification or an<br />
individual notification. Calling applications pass this information to the NTE:SYS-<br />
NT Process Control form. This information includes details such as the<br />
application, the recipient of the notification, and information about the parent<br />
record.<br />
2 Escalations are run to process the pending notification events.<br />
<strong>Notification</strong> transaction process<br />
The application uses out-of-the-box escalation pools 1, 2, and 3 to enable<br />
multithreading processing for the records contained in the NTE:SYS-NT Process<br />
Control form.<br />
Chapter 1 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM <strong>Notification</strong> <strong>Engine</strong> 15
<strong>Notification</strong> workflow<br />
Note<br />
Escalation pools are enabled through the AR System Administration Console.<br />
<strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> does not set the pooling automatically,<br />
so the AR System Administrator must configure the escalation pools before<br />
running the notification process. If you do not properly configure the escalation<br />
pools, all escalation workflow runs within escalation pool 1.<br />
A single record created in the NTE:SYS-NT Process Control form is used for<br />
both group and individual notifications. All group and individual notifications<br />
are processed asynchronously.<br />
■ SYS:NPC:TriggerGroup<strong>Notification</strong>s runs every minute against the<br />
NTE:SYS-NT Process Control form for group notifications. This escalation<br />
runs within escalation pool 3.<br />
■ SYS:NPC:TriggerNonGroup<strong>Notification</strong>s runs every minute against the<br />
NTE:SYS-NT Process Control form for individual notifications. This<br />
escalation runs within escalation pool 2.<br />
■ SYS:NPC:ProcessHeld<strong>Notification</strong>s runs every 11 minutes to process<br />
records held for business hours. This escalation runs within escalation pool 1.<br />
3 Individual processing gets the user's notification preferences, ticket information,<br />
and message from the <strong>Notification</strong> Messages catalog. Group processing expands<br />
the group list to individuals, and then runs the individual process.<br />
4 The NTE:Notifier sends the notification using the appropriate method (email,<br />
pager, or alert). If the notification is through email, NTE:Notifier workflow<br />
creates a record in the AR System Email Messages form, which is processed by<br />
the <strong>BMC</strong> <strong>Remedy</strong> Email <strong>Engine</strong>.<br />
<strong>Notification</strong> workflow<br />
When a notification event is triggered by an application event, workflow performs a<br />
series of checkpoints to determine whether the notification actually gets sent, as<br />
shown in the figure below. First, it looks at a person's notification preferences in the<br />
16 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> <strong>Notification</strong> <strong>Engine</strong> <strong>Guide</strong>
CTM:People form to see whether the specific notification has been enabled or<br />
disabled. If it has been disabled, the notification is not sent.<br />
Figure 4: <strong>Notification</strong> process flow<br />
Next, if the notification has not been disabled for that user, the <strong>Notification</strong> <strong>Engine</strong><br />
then checks to see whether User or System Default events are enabled for the user.<br />
User events have precedence over System Default. If a user event for that specific<br />
notification event does not exist (or it has been disabled), workflow looks for the<br />
System Default event. If a user event exists and is enabled, workflow looks at the<br />
specific user notification criteria.<br />
Finally, application events trigger notifications to be sent to groups or specific<br />
individuals. Various notification events are installed with the applications in the<br />
NTE:CFG <strong>Notification</strong> Events form. Messages are stored in the<br />
SYS:<strong>Notification</strong> Messages form.<br />
Additional notification forms<br />
Additional notification forms<br />
In addition to the primary notification forms, the <strong>Notification</strong> <strong>Engine</strong> has the<br />
supporting forms listed in the following table.<br />
Chapter 1 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM <strong>Notification</strong> <strong>Engine</strong> 17
Configuring notifications<br />
Table 2: Supporting notification forms<br />
Form Description<br />
NTE:Manual <strong>Notification</strong> This display-only form is accessed from Incident or Problem forms and<br />
enables users to send ad-hoc email notifications. Entries are<br />
automatically deleted after they are processed.<br />
Note: This form is not used in 7.0.x. It is deprecated in the 7.6.00 release.<br />
NTE:CFG-Country Code Option This form is accessible from the Application Administration Console<br />
(Custom Configuration > Foundation > <strong>Notification</strong> <strong>Engine</strong> > Country<br />
Code Option). It stores country codes related to area codes for pager<br />
notifications.<br />
NTE:CFG-Numeric Pager Prefix This form is accessible from the Application Administration Console<br />
(Custom Configuration > Foundation > <strong>Notification</strong> <strong>Engine</strong> > Numeric<br />
Pager Prefix). It stores numeric identifiers related to application forms<br />
that are used to prefix messages sent to numeric pagers.<br />
NTE:CFG-Pager <strong>Service</strong> Config This form is accessible from the Application Administration Console<br />
(Custom Configuration > Foundation > <strong>Notification</strong> <strong>Engine</strong> > Pager<br />
<strong>Service</strong>). It stores pager services information that can be used by <strong>BMC</strong><br />
<strong>Remedy</strong> <strong>IT</strong>SM. You must configure pager services before you can select<br />
this as a notification method in the CTM:People configuration form.<br />
NTE:CFG-NT Events NonSupport This form is from previous versions of <strong>BMC</strong> <strong>Remedy</strong> for <strong>IT</strong> <strong>Service</strong><br />
Providers (<strong>IT</strong>SP) and is not used in <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM 7.x.<br />
Configuring notifications<br />
Individual <strong>Notification</strong> preferences are configured on the CTM:People form for each<br />
support person. <strong>Notification</strong> preferences vary by application or module, such as<br />
<strong>BMC</strong> <strong>Remedy</strong> Asset <strong>Management</strong> and <strong>BMC</strong> <strong>Remedy</strong> Change <strong>Management</strong>, and by<br />
event, such as asset scheduled maintenance. Default notification preferences are<br />
predefined for each module and event. If the default setting does not meet your<br />
needs, you can turn off a notification by setting <strong>Notification</strong> Availability to No. You<br />
can set the notification language for each notification message.<br />
Note<br />
User notification preferences override system notification preferences.<br />
Globally modifying system default settings<br />
You can globally modify the system default settings by retrieving the record for the<br />
<strong>Notification</strong> Event (for example, User) or the <strong>Notification</strong> Event Type of System<br />
Default in the NTE:CFG-<strong>Notification</strong> Events form.<br />
18 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> <strong>Notification</strong> <strong>Engine</strong> <strong>Guide</strong>
To globally modify system default settings<br />
1 Open the NTE:CFG-<strong>Notification</strong> Events form and perform a global search for<br />
all records in the system.<br />
2 To specify a default notification method for all users, select the appropriate value<br />
from the <strong>Remedy</strong> <strong>Notification</strong> Mechanism menu (for example, Alert). If this value<br />
is left blank, the Default <strong>Notification</strong> Mechanism specified on the user’s People<br />
record is used.<br />
3 To turn off group notifications (that is, send a notification only when an<br />
individual assignee is specified), set the Group <strong>Notification</strong>s flag to No. This<br />
settings can be overridden individually by queue managers so that they are the<br />
only users to receive notifications when no individual assignee is specified.<br />
4 Save your changes to the records.<br />
Modifying notification message text<br />
The message text for predefined notifications is stored in the SYS:<strong>Notification</strong><br />
Messages form. Each message is uniquely identified by the combination of<br />
<strong>Notification</strong> Message Tag and Locale.<br />
You can modify the content of the fields listed in the table below:<br />
Field Description<br />
Pager Message Alpha Contains the text sent to an alphanumeric pager.<br />
<strong>Notification</strong> Text Contains the text sent to <strong>BMC</strong> <strong>Remedy</strong> Alert.<br />
Email Subject Line Contains the text included in the subject line of an email notification.<br />
Email Message Body Contains the text included in the body of an email notification.<br />
Status Controls whether notifications are sent:<br />
■ Offline: <strong>Notification</strong>s not sent.<br />
■ Enabled: <strong>Notification</strong>s are sent.<br />
Define other settings as needed (for example, Proposed).<br />
Configuring notifications<br />
You can used field variables in the notification message text fields by enclosing them<br />
in #. They are translated by workflow. Using field variables in notification messages<br />
other than the default text requires customization to create the corresponding<br />
translation workflow.<br />
Chapter 1 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM <strong>Notification</strong> <strong>Engine</strong> 19
Configuring notifications<br />
You can configure the notification text for different companies by creating a new<br />
record with the same Message tag and selecting the Company form the menu.<br />
Note<br />
You should not modify the fields within the Mapping section of this form. The<br />
notification system uses these mappings to identify what message to send, how to<br />
send the message, and when it should send it. Your changes can break the workflow.<br />
Configuring support group notifications<br />
You can configure the system to send notifications to a support group email list,<br />
instead of just to individuals within a group. Also, you can disable group<br />
notifications by their support group.<br />
Figure 5: Configuring support group notifications<br />
The <strong>Notification</strong> <strong>Engine</strong> uses the same asynchronous process for both group and<br />
individual notifications.<br />
Note<br />
For performance reasons, <strong>BMC</strong> recommends that you use the Group Email feature if<br />
the support group has 25 or more members. For more information about configuring<br />
support groups, see the <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> 7.6.00 Configuration<br />
<strong>Guide</strong>.<br />
20 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> <strong>Notification</strong> <strong>Engine</strong> <strong>Guide</strong>
Configuring <strong>Notification</strong> <strong>Engine</strong> escalation<br />
pools<br />
To use escalation pools, configure the Escalation Max Threads count from the default<br />
value of 1 to 3 to take advantage of the optimized out-of-the-box <strong>Notification</strong> <strong>Engine</strong><br />
escalation pooling.<br />
To configure <strong>Notification</strong> <strong>Engine</strong> escalation pools<br />
1 From a browser or <strong>BMC</strong> <strong>Remedy</strong> User, open the AR System Administration<br />
Console.<br />
2 Click System => General > Server Information.<br />
3 Click the Ports and Queues tab.<br />
Figure 6: Configuring escalation pools<br />
4 Click in the Max Threads cell, and then specify the number of escalation pools<br />
(for example, 3).<br />
You can change the value to a maximum of 6.<br />
5 Click OK.<br />
Configuring <strong>Notification</strong> <strong>Engine</strong> escalation pools<br />
Chapter 1 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM <strong>Notification</strong> <strong>Engine</strong> 21
Extending the <strong>Notification</strong> <strong>Engine</strong> escalation pools<br />
Extending the <strong>Notification</strong> <strong>Engine</strong> escalation<br />
pools<br />
The out-of-the-box <strong>Notification</strong> <strong>Engine</strong> uses three escalations (each within its own<br />
escalation pool) to process the notification data within the NTE:SYS-Process<br />
Control form. Escalation pool 2 processes individual notifications and escalation<br />
pool 3 processes group notifications.<br />
The <strong>Notification</strong> <strong>Engine</strong> subsystem enables you to increase the number of escalation<br />
pools for processing individual and group notifications.<br />
Figure 7: Enabling multiple escalation pools to process individual and group<br />
notifications<br />
You can extend the escalation pools by using the round-robin algorithm that is in the<br />
following two filters:<br />
■ NTE:NPC:SetNonGroupEscalationPool_010_Set`!<br />
■ NTE:NPC:SetGroupEscalationPool_010_Set`!<br />
These filters are disabled by default, but you can enable and customize them to<br />
define additional escalation pools.<br />
22 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> <strong>Notification</strong> <strong>Engine</strong> <strong>Guide</strong>
Extending the <strong>Notification</strong> <strong>Engine</strong> escalation pools<br />
Note<br />
Enabling these filters is a customization of the <strong>Notification</strong> <strong>Engine</strong> subsystem. If you<br />
install patches or later versions of <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong>, back up<br />
your work so that it is not overwritten by the installer.<br />
To have two escalation pools to process individual notifications and three more<br />
escalation pools to process Group notifications, you must edit the filters. The<br />
following sections describe the workflow within these filters.<br />
Multithreading filter workflow for<br />
NTE:NPC:SetNonGroupEscalationPool_010_Set`!<br />
To enable the proper sequence of the pools in the range between the Escalation Pool<br />
Start Range and Escalation Pool End Range values, the Escalation Pool Number field<br />
in the NTE:SYS-NT Process Control form is set by performing a modulo operation<br />
on the entry ID. The Escalation Pool Number value is then used as part of the<br />
qualification of the escalation, so that a particular escalation processes only<br />
notification records that match the Escalation Pool Number value.<br />
The modulo operation in the filter workflow finds the remainder of a (the dividend)<br />
by n (the divisor). The operation is represented as a%n.<br />
■ a = the z1D Integer01 field, which is a sequential number ($LASTID$).<br />
■ n = the z1D_GROUPMOD field, which is set by subtracting the Escalation Pool<br />
End Range from the Escalation Pool Start Range and adding 1.<br />
As a result, the Escalation Pool Number = a%n + Escalation Pool Start<br />
Range.<br />
Incrementing a by 1 for every new <strong>Notification</strong> Process Control record makes sure<br />
that the Escalation Pool Number value follows a round-robin approach that starts at<br />
the Escalation Pool Start Range value and ends with the Escalation Pool End Range<br />
value. For example, if you set the non-group (individual) escalations to run in<br />
escalation pools 2 and 3, the Escalation Pool Start Range is 2 and the Escalation Pool<br />
End Range is 3. The Escalation Pool Number value for each <strong>Notification</strong> Process<br />
Control record sequences between 2 and 3.<br />
The NTE:NPC:SetNonGroupEscalationPool_010_Set`! filter uses the workflow<br />
actions listed in the table below:<br />
Chapter 1 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM <strong>Notification</strong> <strong>Engine</strong> 23
Extending the <strong>Notification</strong> <strong>Engine</strong> escalation pools<br />
Table 3: Workflow in NTE:NPC:SetNonGroupEscalationPool_010_Set`! filter<br />
Action Description<br />
Push Fields Creates the record in which to store the entry ID that is used to calculate the<br />
Escalation Pool Number value. The $LASTID$ function is used to get the entry ID<br />
number.<br />
Set Fields<br />
■ z1D_NONGROUPMOD = (Escalation Pool End Range - Escalation Pool Start<br />
Range) + 1<br />
■ z1D Integer01= $LASTID$<br />
Set Fields EscalationPoolNumber = ($z1D Integer01$ % $z1D_NONGROUPMOD$) +<br />
Escalation Pool Start Range<br />
Multithreading filter workflow for<br />
NTE:NPC:SetGroupEscalationPool_010_Set`!<br />
The NTE:NPC:SetGroupEscalationPool_010_Set`! filter works much like the<br />
NTE:NPC:SetNonGroupEscalationPool_010_Set`! filter, except that group<br />
escalation pools run in a round-robin fashion between escalation pool 4 and<br />
escalation pool 6.<br />
For example, if you set the group escalations to run in escalation pools 4 and 6, the<br />
Escalation Pool Start Range value is 4 and the Escalation Pool End Range value is 6.<br />
The Escalation Pool Number value for each <strong>Notification</strong> Process Control record<br />
sequences between 4 and 6.<br />
The NTE:NPC:SetGroupEscalationPool_010_Set`! filter uses the workflow<br />
actions listed in the table below:<br />
Table 4: Workflow in NTE:NPC:SetGroupEscalationPool_010_Set`! filter<br />
Action Description<br />
Push Fields Creates record to get entry ID that is used to calculate the Escalation Pool Number.<br />
The $LASTID$ function is used to get the entry ID number.<br />
Set Fields<br />
■ z1D_GROUPMOD = (Escalation Pool End Range - Escalation Pool Start Range)<br />
+ 1<br />
■ z1D Integer01= $LASTID$<br />
Set Fields EscalationPoolNumber = ($z1D Integer01$ % $z1D_GROUPMOD$) +<br />
Escalation Pool Start Range<br />
24 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> <strong>Notification</strong> <strong>Engine</strong> <strong>Guide</strong>
Setting up escalation workflow to process the multithreaded<br />
individual and group notifications records<br />
In addition to the filters, <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> provides escalation<br />
workflow objects that you can enable for individual (non-group) and group<br />
notifications. These escalations serve as examples when enabling the multithreading<br />
filter workflow.<br />
The following escalations process individual (non-group) notifications.<br />
■ SYS:NPC:TriggerNonGroup<strong>Notification</strong>sPool2<br />
■ SYS:NPC:TriggerNonGroup<strong>Notification</strong>sPool3<br />
■ SYS:NPC:TriggerNonGroup<strong>Notification</strong>sPool4<br />
■ SYS:NPC:TriggerNonGroup<strong>Notification</strong>sPool5<br />
■ SYS:NPC:TriggerNonGroup<strong>Notification</strong>sPool6<br />
The following escalations process group notifications.<br />
■ SYS:NPC:TriggerGroup<strong>Notification</strong>sPool2<br />
■ SYS:NPC:TriggerGroup<strong>Notification</strong>sPool3<br />
■ SYS:NPC:TriggerGroup<strong>Notification</strong>sPool4<br />
■ SYS:NPC:TriggerGroup<strong>Notification</strong>sPool5<br />
■ SYS:NPC:TriggerGroup<strong>Notification</strong>sPool6<br />
To continue the example of setting up two escalation pools to process individual<br />
notification records and three escalation pools to process group notification records,<br />
you must perform the following procedure to enable the escalation workflow.<br />
To set up escalation workflow to process the multithreaded individual and<br />
group notification records<br />
1 Log in to your server with <strong>BMC</strong> <strong>Remedy</strong> Developer Studio.<br />
2 Disable the following escalations:<br />
■ SYS:NPC:TriggerNonGroup<strong>Notification</strong>s<br />
■ SYS:NPC:TriggerGroup<strong>Notification</strong>s<br />
Extending the <strong>Notification</strong> <strong>Engine</strong> escalation pools<br />
3 Enable the following escalations (as shown in Figure 8 on page 26).<br />
Chapter 1 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM <strong>Notification</strong> <strong>Engine</strong> 25
Extending the <strong>Notification</strong> <strong>Engine</strong> escalation pools<br />
■ SYS:NPC:TriggerNonGroup<strong>Notification</strong>sPool2<br />
■ SYS:NPC:TriggerNonGroup<strong>Notification</strong>sPool3<br />
■ SYS:NPC:TriggerGroup<strong>Notification</strong>sPool4<br />
■ SYS:NPC:TriggerGroup<strong>Notification</strong>sPool5<br />
■ SYS:NPC:TriggerGroup<strong>Notification</strong>sPool6<br />
Figure 8: Enabling escalation in <strong>BMC</strong> <strong>Remedy</strong> Developer Studio<br />
Figure 8 on page 26 shows that the<br />
SYS:NPC:TriggerNonGroup<strong>Notification</strong>sPool2 escalation processes only<br />
individual notification records in which the EscalationPoolNumber is set to 2. In<br />
turn, the SYS:NPC:TriggerNonGroup<strong>Notification</strong>sPool3 escalation processes<br />
individual notification records in which the EscalationPoolNumber is set to 3,<br />
and so on.<br />
The filter workflow in this example sets EscalationPoolNumber to 2, to 3, and<br />
then back to 2, and so on, in a round-robin fashion when individual notification<br />
records are created in the NTE:SYS-NT Process Control form. In the same way,<br />
the filter workflow sets the EscalationPoolNumber to 4, to 5, to 6, and then back<br />
to 4, and so on, when group notification records are created.<br />
As a result, for every unique EscalationPoolNumber that is generated, you must<br />
run the escalation workflow to process the notification records. <strong>BMC</strong><br />
recommends that you match the Escalation Pool Number within the escalation<br />
26 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> <strong>Notification</strong> <strong>Engine</strong> <strong>Guide</strong>
workflow to the EscalationPoolNumber value in the records to simplify keeping<br />
track of the escalation pools.<br />
Disabling notifications<br />
Because workflow for customer notifications differs from support notifications, the<br />
procedure for disabling differs between the two.<br />
Disabling customer notifications<br />
When disabling customer notification events in the NTE:SYS-Define NT Events<br />
form, you do not need to disable the corresponding messages in the<br />
SYS:<strong>Notification</strong> Messages form. This is because each customer notification<br />
includes the following filters:<br />
■ The first filter checks whether the notification event is enabled.<br />
■ If the first filter found the enabled notification event, the second filter starts the<br />
notification process. Otherwise, it does nothing.<br />
However, if you disable the associated messages in the SYS:<strong>Notification</strong><br />
Messages form, notification messages that are not being sent are easier to identify<br />
because administrators have to look at only a single form.<br />
Disabling support staff notifications<br />
You can disable support staff notifications in the SYS:<strong>Notification</strong> Messages<br />
form. There is no workflow associated with any status other than Enabled for all<br />
configuration data. Any record with the Status not set to Enabled is considered to be<br />
disabled, from a workflow perspective. You must decide how you want to use the<br />
provided status values and how you maintain the configuration data.<br />
The following table describes the recommended guidelines.<br />
Table 5: <strong>Guide</strong>lines for disabled support staff notifications<br />
Status Description<br />
Disabling notifications<br />
Proposed Data is part of a planned change to the configuration data but is not yet in use in<br />
the current environment. For example, a notification message has been entered<br />
and is awaiting approval before you enable it.<br />
Chapter 1 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM <strong>Notification</strong> <strong>Engine</strong> 27
Additional configuration options<br />
Status Description<br />
Enabled Data is used in the current environment. For example, a notification message is<br />
sent.<br />
Offline Data is not being used. For example, a notification message is not enabled.<br />
Additional configuration options<br />
The following additional configuration options for Change <strong>Management</strong> and Asset<br />
<strong>Management</strong> notifications are available from the Application Administration Console.<br />
■ The Change <strong>Management</strong> Rules form (Custom Configuration > Change<br />
<strong>Management</strong> > Advanced Options > Rules) lets you configure the rules in which a<br />
Change Manager and Change Assignee are notified, based on Change status.<br />
Note<br />
Out-of-the-box notifications to the Change Manager and Change Assignee are<br />
configured only for the following change states: Request for Change, Planning<br />
In Progress, Scheduled for Approval, Canceled, Rejected, and Completed.<br />
■ The Asset <strong>Management</strong> Rules form (Custom Configuration > Asset<br />
<strong>Management</strong> > Advanced Options > Rules) lets you configure CI notifications so<br />
that when a CI's status is set to a particular value, the person who uses, manages,<br />
or supports the CI is notified.<br />
28 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> <strong>Notification</strong> <strong>Engine</strong> <strong>Guide</strong>
<strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM notification<br />
events<br />
This appendix lists all the notification events used in <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM 7.6.00.<br />
<strong>BMC</strong> <strong>Remedy</strong> Incident <strong>Management</strong><br />
notification events<br />
The following table describes <strong>BMC</strong> <strong>Remedy</strong> Incident <strong>Management</strong> notification events:<br />
Table 6: <strong>BMC</strong> <strong>Remedy</strong> Incident <strong>Management</strong> notification events<br />
Event Message tag Filter Description<br />
Assignment HPD-INC-<br />
AssigneeAssignmen<br />
t<br />
Assignment HPD-INC-<br />
GroupAssignment<br />
Assignment HPD-INC-<br />
ShiftGroupAssignm<br />
ent<br />
Cancellation HPD-INC-<br />
CustomerCancellati<br />
onNT<br />
Change<br />
Associations<br />
Known Error<br />
Solution<br />
HPD-CRQ-<br />
ChangeRequestStatu<br />
s<br />
HPD-PKE-<br />
PermanentSolution<br />
Determined<br />
HPD:INC:NTAssign<br />
ee_800_SetTag<br />
HPD:INC:NTAsgGr<br />
p_805_SetTag<br />
HPD:INC:NTAsgShi<br />
ftGrp_810_SetTag<br />
HPD:INC:NTCustC<br />
ancelled_857_SetTag<br />
HPD:HAS:NotifyIC<br />
Complt-<br />
NPC_100_Push<br />
HPD:HAS:NotifyKn<br />
wnErrPermSoln_806<br />
_PNPC<br />
A<br />
Notifies the Assignee when the assignment<br />
changes and the Incident is not Resolved.<br />
Notifies the Assigned Group when the<br />
assignment changes and the Incident is not<br />
Resolved.<br />
Notifies the Assigned Group Shift when the<br />
assignment changes and the Incident is not<br />
Resolved.<br />
Notifies the customer when the status of the<br />
Incident is changed to Cancelled.<br />
Notifies the Assigned Group when the<br />
status of an associated Change Request is<br />
changed to Completed.<br />
Notifies the Incident Assignee or the<br />
Assigned Group when the Resolution of an<br />
associated Known Error is modified.<br />
Appendix A <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM notification events 29
<strong>BMC</strong> <strong>Remedy</strong> Incident <strong>Management</strong> notification events<br />
Event Message tag Filter Description<br />
Known Error<br />
Workaround<br />
OLA Resolution<br />
Escalated<br />
<strong>Notification</strong><br />
OLA Resolution<br />
Escalated<br />
<strong>Notification</strong><br />
Ownership<br />
Assignment<br />
Ownership<br />
Assignment<br />
Problem<br />
Investigation<br />
Associations<br />
Problem<br />
Investigation<br />
Completion<br />
Requester<br />
Incident Receipt<br />
Confirmation<br />
Requester<br />
Incident Reopened<br />
Requester<br />
Incident<br />
Resolution<br />
Requester<br />
Incident<br />
Resolution<br />
HPD-PKE-<br />
TempWorkaroundD<br />
etermined<br />
HPD-INC-<br />
AssigneeOLAResolu<br />
tionEscalation<br />
HPD-INC-<br />
GroupAssignmentO<br />
LAResolutionEscala<br />
tion<br />
HPD-INC-<br />
OwnerAssignment<br />
HPD-INC-<br />
GroupOwnerAssign<br />
ment<br />
HPD-PBI-<br />
IncidentInvestigatio<br />
nAssociation<br />
HPD-PBI-<br />
InvestigationCompl<br />
eted<br />
HPD-INC-<br />
CustomerReceiptCo<br />
nfirmation<br />
HPD-INC-<br />
CustomerReOpenN<br />
T<br />
HPD-INC-<br />
CustomerResolution<br />
NT<br />
HPD-INC-<br />
DirectContactResolu<br />
tionNT<br />
Resolution HPD-INC-<br />
AssigneeDuplicateR<br />
esolution<br />
Resolution HPD-INC-<br />
GroupAssignedDup<br />
licateResolution<br />
HPD:HAS:NotifyKn<br />
wnErrTempSoln_N<br />
PC_100_Push<br />
HPD:INC:NTOLAA<br />
ssignee_886_SetTag<br />
HPD:INC:NTOLAA<br />
ssignGrp_885_SetTa<br />
g<br />
HPD:INC:NTOwner<br />
_800_SetTag<br />
HPD:INC:NTOwner<br />
Grp_820_SetTag<br />
HPD:INC:NTOwner<br />
Grp_821_SetTag<br />
HPD:HAS:NotifyInc<br />
ident_NPC_100_Pus<br />
h<br />
HPD:HAS:NTPBICo<br />
mplt_NPC_100_Pus<br />
h<br />
HPD:INC:NTCustC<br />
onfirm_851_SetTag<br />
HPD:INC:NTCustR<br />
eOpen_855_SetTag<br />
HPD:INC:NTCustR<br />
es_853_SetTag<br />
HPD:INC:NTDirect<br />
ContactRes_853_Set<br />
Tag<br />
HPD:INC:NTAssign<br />
ee_845_DupRes-<br />
SetTag<br />
HPD:INC:NTAsgGr<br />
p_846_DupRes-<br />
SetTag<br />
30 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> <strong>Notification</strong> <strong>Engine</strong> <strong>Guide</strong><br />
Notifies the Incident Assignee or the<br />
Assigned Group when the Workaround of<br />
an associated Known Error is modified.<br />
Notifies the Incident Assignee when the<br />
Incident is escalated for OLA resolution.<br />
Notifies the Incident Assigned Group when<br />
the Incident is escalated for OLA resolution.<br />
Notifies the Assigned Owner when<br />
Ownership of the Incident has been set.<br />
Notifies the Assigned Owner Group when<br />
Ownership Group of the Incident has been<br />
set.<br />
Note: Filter 821 runs on Submit and filter<br />
820 runs on Modify.<br />
Notifies the Assignee or the Assigned Group<br />
when the Incident is associated to a Problem<br />
Investigation from the Problem<br />
Investigation form.<br />
Notifies the Assignee or the Assigned Group<br />
when an associated Problem Investigation is<br />
completed.<br />
Notifies the Requester when an open<br />
Incident is submitted.<br />
Notifies the Requester when an Incident that<br />
was Resolved is changed to open status.<br />
Notifies the Requester when an open<br />
Incident is Resolved or Closed.<br />
Notifies the Contact Person when an open<br />
Incident is Resolved or Closed.<br />
Notifies the Assignee when the duplicate<br />
Incident is Resolved by the original Incident.<br />
Notifies the Assignee Group when the<br />
duplicate Incident is Resolved by the<br />
original Incident.
Event Message tag Filter Description<br />
Resolution HPD-INC-<br />
GroupOwnerDuplic<br />
ateResolution<br />
Resolution HPD-INC-<br />
GroupOwnerResolu<br />
tion<br />
Resolution HPD-INC-<br />
OwnerDuplicateRes<br />
olution<br />
Resolution HPD-INC-<br />
OwnerResolution<br />
SLA Resolution<br />
Escalation<br />
SLA Resolution<br />
Escalation<br />
SLA Resolution<br />
Escalation<br />
SLA Resolution<br />
Escalation<br />
SLA Resolution<br />
Escalation<br />
SLA Resolution<br />
Escalation<br />
Unavailability<br />
Restored<br />
Vendor<br />
Assignment<br />
HPD-INC-<br />
GroupAssignmentS<br />
LAResolutionEscala<br />
tion<br />
HPD-INC-<br />
AssigneeSLAResolu<br />
tionEscalation<br />
HPD-INC-<br />
SVTMgrGroupAssig<br />
nmentResolutionEsc<br />
alation<br />
HPD-INC-<br />
SVTMgrOwnerGrou<br />
pResolutionEscalati<br />
on<br />
HPD-INC-<br />
SVTOwnerResolutio<br />
nEscalation<br />
HPD-INC-<br />
SVTOwnerGroupRe<br />
solutionEscalation<br />
AST-HPD-<br />
NotifyIncidentCIUA<br />
Restored<br />
HPD-INC-<br />
VendorAssignment<br />
NT<br />
HPD:INC:NTOwner<br />
Grp_841_DupRes-<br />
SetTag<br />
HPD:INC:NTOwner<br />
GrpRes_830_SetTag<br />
HPD:INC:NTOwner<br />
_840_DupRes-<br />
SetTag<br />
HPD:INC:NTOwner<br />
Res_825_SetTag<br />
HPD:INC:NTSLAAs<br />
signGrp_881_SetTag<br />
HPD:INC:NTSLAAs<br />
signee_884_SetTag<br />
HPD:INC:NTSVTM<br />
grAssignGrp_888_S<br />
etTag<br />
HPD:INC:NTSVTM<br />
grOwnerGrp_890_S<br />
etTag<br />
HPD:INC:NTSVTrO<br />
wner_883_SetTag<br />
HPD:INC:NTSVTO<br />
wnerGrp_882_SetTa<br />
g<br />
INT:ASTHPD:AAA:<br />
NotifyCIUARestore<br />
d_Incident_120_Sub<br />
mitNTE<br />
HPD:INC:NTVendo<br />
rAssignment_861_Se<br />
tTag<br />
<strong>BMC</strong> <strong>Remedy</strong> Incident <strong>Management</strong> notification events<br />
Notifies Incident Owner Group when the<br />
duplicate Incident is Resolved by the<br />
original Incident<br />
Notifies Incident Owner Group when the<br />
Incident has been resolved.<br />
Notifies Incident Owner when the duplicate<br />
Incident is Resolved by the original Incident.<br />
Notifies Incident Owner when the Incident<br />
has been resolved.<br />
Notifies Incident assignee group when the<br />
Incident has escalated for SLA resolution.<br />
Notifies Incident assignee when the Incident<br />
has escalated for SLA resolution.<br />
Notifies Incident Manager when the<br />
Incident has been escalated for service target<br />
resolution.<br />
Notifies the Incident Manager of the Owner<br />
Group when the Incident begins SLA<br />
escalation.<br />
Notifies the Incident Owner when the<br />
Incident is escalated for resolution according<br />
to the terms of the SLA.<br />
Notifies the Incident Owner Group when<br />
the Incident is escalated for resolution<br />
according to the terms of the SLA.<br />
Notifies the Incident Assignee or Assigned<br />
Group (if Assignee is blank) that the related<br />
CI Unavailability record has been restored<br />
(that is, the outage has been resolved), when<br />
a CI Unavailability record is set to Restored.<br />
The <strong>Notification</strong> is sent only to Assignees of<br />
Incidents that are related to the CI<br />
Unavailability record.<br />
Notifies Vendor Support Group.<br />
Appendix A <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM notification events 31
<strong>BMC</strong> <strong>Remedy</strong> Problem <strong>Management</strong> notification events<br />
<strong>BMC</strong> <strong>Remedy</strong> Problem <strong>Management</strong><br />
notification events<br />
The following table describes <strong>BMC</strong> <strong>Remedy</strong> Problem <strong>Management</strong> notification events:<br />
Table 7: <strong>BMC</strong> <strong>Remedy</strong> Problem <strong>Management</strong> notification events<br />
Event Message tag Filter Description<br />
Unavailability<br />
Restored<br />
Unavailability<br />
Restored<br />
Solution<br />
Assignment<br />
Solution<br />
Assignment<br />
Problem<br />
Assignment<br />
Problem<br />
Assignment<br />
Problem<br />
Cancelled<br />
Problem<br />
Completed<br />
Problem<br />
Completed<br />
AST-PBI-<br />
NotifyInvestigationA<br />
ssigneeCIUARestore<br />
d<br />
AST-PBI-<br />
NotifyInvestigation<br />
ManagerCIUARestor<br />
ed<br />
PBM-KDB-<br />
AssigneeGroupAssig<br />
nment<br />
PBM-KDB-<br />
AssigneeIndivAssign<br />
ment<br />
PBM-PBI-<br />
ProblemGroupAssig<br />
nment<br />
PBM-PBI-<br />
ProblemAssigneeAss<br />
ignment<br />
PBM-PBI-<br />
ProblemInvestigatio<br />
nRequesterCancellati<br />
on<br />
PBM-PBI-<br />
ProblemInvestigatio<br />
nManagerGroupCo<br />
mpletion<br />
PBM-PBI-<br />
ProblemInvestigatio<br />
nManagerCompletio<br />
n<br />
INT:ASTHPD:AAA:<br />
NotifyCIUARestored<br />
_Incident_120_Subm<br />
itNTE<br />
INT:ASTPBM:AAA:<br />
NotifyCIUARestored<br />
_Investigaton_120_S<br />
ubmitNTEManager<br />
PBM:KDB:Assignee<br />
Grp_810_SetTag<br />
PBM:KDB:AssigneeI<br />
ndiv_810_SetTag<br />
PBM:PBI:AssgnGrp_<br />
810_SetTag<br />
PBM:PBI:AssgnInd_<br />
810_SetTag<br />
PBM:PBI:Cancelled_<br />
830_Requester-<br />
SetTag<br />
PBM:PBI:Completed<br />
_820_PBMMgrGrp-<br />
SetTag<br />
PBM:PBI:Completed<br />
_820_PBMMgr-<br />
SetTag<br />
32 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> <strong>Notification</strong> <strong>Engine</strong> <strong>Guide</strong><br />
Notifies the Problem Investigation<br />
Assignee that the related CI Unavailability<br />
has been restored.<br />
Notifies the Problem Investigation Problem<br />
Manager that the related CI Unavailability<br />
has been restored.<br />
Notifies the Assigned Group that the<br />
Solution assignment information has<br />
changed and there is no individual assignee.<br />
Notifies the Assignee that the Solution<br />
assignment information has changed.<br />
Notifies the Assigned Group that the<br />
Problem Investigation assignment<br />
information has changed and there is no<br />
individual assignee.<br />
Notifies the Assignee that the Problem<br />
Investigation assignment information has<br />
changed.<br />
Notifies the Requester that the Problem<br />
Investigation has been cancelled by the<br />
Problem Manager.<br />
Notifies the Problem Manager Group that<br />
the Problem Investigation has been<br />
completed and there is no individual<br />
Problem Manager.<br />
Notifies the Problem Manager that the<br />
Problem Investigation has been completed.
Event Message tag Filter Description<br />
Problem<br />
Completed<br />
Problem<br />
Manager<br />
Assignment<br />
Problem<br />
Manager<br />
Assignment<br />
Change<br />
Completed<br />
Change<br />
Completed<br />
Known Error<br />
Assignment<br />
Known Error<br />
Assignment<br />
Known Error<br />
Manager<br />
Assignment<br />
Known Error<br />
Manager<br />
Assignment<br />
PBM-PBI-<br />
ProblemInvestigatio<br />
nRequesterCompleti<br />
on<br />
PBM-PBI-<br />
ProblemManagerAss<br />
ignment<br />
PBM-PBI-<br />
ProblemManagerGro<br />
upAssignment<br />
PBM-PAS-<br />
AssigneeAssociated<br />
ChangeCompletion<br />
PBM-PAS-<br />
ManagerAssociated<br />
ChangeCompletion<br />
PBM-PKE-<br />
GroupAssignment<br />
PBM-PKE-<br />
AssigneeAssignment<br />
PBM-PKE-<br />
ProblemManagerAss<br />
ignment<br />
PBM-PKE-<br />
ProblemManagerGro<br />
upAssignment<br />
PBM:PBI:Completed<br />
_830_Requester-<br />
SetTag<br />
PBM:PBI:PBMMgr_8<br />
00_SetTag<br />
PBM:PBI:PBMMgrGr<br />
p_800_SetTag<br />
PBM:PAS:NTICCom<br />
plt_803_Ass-PNPC<br />
PBM:PAS:NTICCom<br />
plt_802_Mgr-PNPC<br />
PBM:PKE:AssgneeG<br />
rpChg_803_SetTag<br />
PBM:PKE:AssgneeIn<br />
dChg_802_SetTag<br />
PBM:PKE:PBMMgrC<br />
hg_800_SetTag<br />
PBM:PKE:PBMMgrG<br />
rpChg_801_SetTag<br />
<strong>BMC</strong> <strong>Remedy</strong> Change <strong>Management</strong><br />
notification events<br />
<strong>BMC</strong> <strong>Remedy</strong> Change <strong>Management</strong> notification events<br />
Notifies the Requester that the Problem<br />
Investigation has been completed.<br />
Notifies the Problem Manager that the<br />
Problem Manager assignment information<br />
has changed.<br />
Notifies the Problem Manager Group that<br />
the Problem Manager assignment<br />
information has changed and there is no<br />
individual assignee.<br />
Notifies the Problem Assignee that a<br />
change request related to the Problem<br />
Investigation has been completed.<br />
Notifies Problem Manager that an related<br />
to the Problem Investigation has been<br />
completed.<br />
Notifies the Assigned Group that the<br />
Known Error assignment information has<br />
changed and there is no individual assignee.<br />
Notifies the Assignee that the Known Error<br />
assignment information has changed.<br />
Notifies the Problem Manager that the<br />
Known Error Problem Manager<br />
assignment information has changed.<br />
Notifies the Problem Manager that the<br />
Known Error Problem Manager<br />
assignment information has changed and<br />
there is no individual assignee.<br />
The following table describes <strong>BMC</strong> <strong>Remedy</strong> Change <strong>Management</strong> notification events:<br />
Appendix A <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM notification events 33
<strong>BMC</strong> <strong>Remedy</strong> Change <strong>Management</strong> notification events<br />
Table 8: <strong>BMC</strong> <strong>Remedy</strong> Change <strong>Management</strong> notification events<br />
Event Message tag Filter Description<br />
Requester<br />
Change<br />
Cancellation<br />
Requester<br />
Change<br />
Cancellation<br />
Requester<br />
Change<br />
Cancellation<br />
Requester<br />
Completion<br />
Requester<br />
Change Receipt<br />
Confirmation<br />
Requester<br />
Change<br />
Scheduled<br />
Requester<br />
Change Rescheduled<br />
Requester<br />
Change Rescheduled<br />
Requester<br />
Rejection<br />
Requester<br />
Rejection<br />
Change<br />
Assignee<br />
Assignment<br />
CHG-CRQ-<br />
Customer-<br />
CancellationNotifica<br />
tion<br />
CHG-CRQ-<br />
RequesterNonSG-<br />
CancellationNotifica<br />
tion<br />
CHG-CRQ-<br />
Requester-<br />
CancellationNotifica<br />
tion<br />
CHG-CRQ-<br />
Customer-<br />
CompletionNotificat<br />
ion<br />
CHG-CRQ-<br />
Customer-<br />
ReceiptConfirmatio<br />
n<br />
CHG-CRQ-<br />
Customer-<br />
ScheduledNotificati<br />
on<br />
CHG-CRQ-<br />
RequesterNonSG-<br />
RFCRescheduled<br />
CHG-CRQ-<br />
Requester-<br />
RFCRescheduled<br />
CHG-CRQ-<br />
RequesterNonSG-<br />
RFCReturnedtoDraf<br />
t<br />
CHG-CRQ-<br />
Requester-<br />
RFCReturnedtoDraf<br />
t<br />
CHG-CRQ-<br />
Assignee-<br />
Group&IndividualR<br />
eassignment<br />
CHG:CRQ:NTCustC<br />
ancel_858_SetTag<br />
CHG:CRQ:StatusCa<br />
ncelled_858_Rqstern<br />
onSupportGrp-<br />
SetTag<br />
CHG:CRQ:StatusCa<br />
ncelled_858_Rqster-<br />
SetTag<br />
CHG:CRQ:NTCustC<br />
ompletion_855_SetT<br />
ag<br />
CHG:CRQ:NTCustC<br />
onfirm_803_SetTag<br />
CHG:CRQ:NTCustS<br />
cheduled_850_SetTa<br />
g<br />
CHG:CRQ:StatusDr<br />
aftNonSupportGrpS<br />
etTag_110_Submit<br />
CHG:CRQ:StatusDr<br />
aftSetTag_100_Subm<br />
it<br />
CHG:CRQ:StatusDr<br />
aftNonSupportGrpS<br />
etTag_130_Submit<br />
CHG:CRQ:StatusDr<br />
aft-<br />
SetTag_120_Submit<br />
CHG:CRQ:ChgAssi<br />
gnee-<br />
ReassignSetTag_330<br />
_Submit<br />
34 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> <strong>Notification</strong> <strong>Engine</strong> <strong>Guide</strong><br />
Notifies the customer that the change<br />
request is set to the Cancelled status.<br />
Notifies the requester that the change<br />
request is set to the Cancelled status.<br />
Notifies the Requester that the change<br />
request is set to the Cancelled status.<br />
Notifies the customer that the change<br />
request is set to the Completed status.<br />
Notifies the customer that a change request<br />
has been submitted.<br />
Notifies customer that the change request is<br />
set to the Scheduled status.<br />
Notifies Requester that the change request<br />
has been rescheduled.<br />
Notifies Requester that the change request<br />
has been rescheduled.<br />
Notifies Requester that the change request<br />
has been returned to the Draft status.<br />
Notifies Requester that the change request<br />
has been returned to the Draft status.<br />
Notifies change assignee that a change has<br />
been reassigned to him.
Event Message tag Filter Description<br />
Implementer<br />
Assignment<br />
Change<br />
Manager<br />
Assignment<br />
Change<br />
Assignee<br />
Planning<br />
Change<br />
Assignee Latent<br />
Completion<br />
Change<br />
Assignee Latent<br />
Completion<br />
Change<br />
Manager Latent<br />
Completion<br />
Change<br />
Manager Rescheduled<br />
Change<br />
Manager Rescheduled<br />
Change<br />
Assignee Rescheduled<br />
Change<br />
Assignee<br />
Scheduled<br />
CHG-CRQ-<br />
Implementer-<br />
Group&IndividualR<br />
eassignment<br />
CHG-CRQ-<br />
Manager-<br />
Group&IndividualR<br />
eassignment<br />
CHG-CRQ-<br />
AssigneeGroup-<br />
PIPAcceptedGroup<br />
Assignment<br />
CHG-CRQ-<br />
Assignee-<br />
PIPAcceptedAssign<br />
ment<br />
CHG-CRQ-<br />
Assignee-<br />
LatentCompletionN<br />
otification<br />
CHG-CRQ-<br />
Manager-<br />
LatentCompletionN<br />
otification<br />
CHG-CRQ-<br />
ManagerGroup-<br />
RescheduledRFCGr<br />
oupAssignment<br />
CHG-CRQ-<br />
Manager-<br />
RescheduledRFCAss<br />
ignment<br />
CHG-CRQ-<br />
AssigneeGroup-<br />
RescheduledRFCGr<br />
oupAssignment<br />
CHG-CRQ-<br />
Assignee-<br />
RescheduledRFCAss<br />
ignment<br />
Approval CHG-CRQ-<br />
Manager-<br />
ApprovalRejected<br />
CHG:CRQ:ChgImpl<br />
ementerReassignSet<br />
Tag_340_Submit<br />
CHG:CRQ:ChgMgr<br />
ReassignSetTag_350<br />
_Submit<br />
CHG:CRQ:StatusPIP<br />
AcceptedCAGrpSet<br />
Tag_200_Submit<br />
CHG:CRQ:StatusPIP<br />
AcceptedCASetTag_<br />
180_Submit<br />
CHG:CRQ:LatentC<br />
HGCloseCASetTag_<br />
360_Submit<br />
CHG:CRQ:LatentC<br />
HGCloseCMSetTag_<br />
370_Submit<br />
CHG:CRQ:ReSchRF<br />
CCABGrpSetTag_40<br />
0_Submit<br />
CHG:CRQ:ReSchRF<br />
CCABMgrSetTag_38<br />
0_Submit<br />
CHG:CRQ:ReSchRF<br />
CChgAssgnGrpSetT<br />
ag_410_Submit<br />
CHG:CRQ:ReSchRF<br />
CChgAssgnSetTag_<br />
390_Submit<br />
CHG:CRQ:NotifyOn<br />
RejectApproval-CM<br />
<strong>BMC</strong> <strong>Remedy</strong> Change <strong>Management</strong> notification events<br />
Notifies change implementer that a change<br />
has been reassigned to him.<br />
Notifies change manager that a change has<br />
been reassigned to him.<br />
Notifies change assignee group that the<br />
change request is set to the Planning In<br />
Progress status.<br />
Notifies change assignee group that the<br />
change request is set to the Planning In<br />
Progress status.<br />
Notifies change assignee that a change has<br />
been completed as a latent change.<br />
Notifies change manager that a change has<br />
been completed as a latent change.<br />
Notifies change manager group of change<br />
manager assignment for a rescheduled<br />
change request.<br />
Notifies change manager of change manager<br />
assignment for a rescheduled change request.<br />
Notifies change assignee group of<br />
assignment for a rescheduled change request.<br />
Notifies change assignee of assignment for a<br />
rescheduled change request.<br />
Notifies the assignee that the change has<br />
been rejected during an approval phase.<br />
Appendix A <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM notification events 35
<strong>BMC</strong> <strong>Remedy</strong> Change <strong>Management</strong> notification events<br />
Event Message tag Filter Description<br />
Approval CHG-CRQ-<br />
ManagerGroup-<br />
ApprovalRejected<br />
Change<br />
Manager Next<br />
Dependent<br />
Change<br />
Non-Approval<br />
Information<br />
Non-Approval<br />
Information<br />
Non-Approval<br />
Information<br />
Change<br />
Assignee<br />
Completion<br />
Change<br />
Assignee<br />
Completion<br />
Change<br />
Manager<br />
Completion<br />
Change<br />
Manager<br />
Completion<br />
CHG:CRQ:NotifySu<br />
pDepChgClos_795_<br />
NO<br />
CHG-NAN-<br />
InformationalNonA<br />
pprovalNTForGrou<br />
p<br />
CHG-NAN-<br />
InformationalNonA<br />
pprovalNTForIndivi<br />
dual<br />
CHG-NAN-<br />
InformationalNonA<br />
pprovalNTForIndivi<br />
dual<br />
CHG-CRQ-<br />
Assignee-<br />
Group&IndividualC<br />
ompletionNotificati<br />
on<br />
CHG-CRQ-<br />
Assignee-<br />
Group&IndividualFi<br />
nalReviewComplete<br />
d<br />
HG-CRQ-Manager-<br />
Group&IndividualC<br />
ompletionNotificati<br />
on<br />
CHG-CRQ-<br />
Manager-<br />
Group&IndividualFi<br />
nalReviewComplete<br />
d<br />
CHG:CRQ:NotifyOn<br />
RejectApproval-<br />
CMGrp<br />
CHG:CRQ:NotifySu<br />
pDepChgClos_795_<br />
NO<br />
APR:NAN:NotifyGr<br />
oup_820`!<br />
APR:NAN:NotifyIn<br />
dividual_810_NotifT<br />
ype`!<br />
APR:NAN:NotifyIn<br />
dividual_810`!<br />
CHG:CRQ:StatusCo<br />
mpleted_855_CA<br />
+CAGrp-SetTag<br />
CHG:CRQ:StatusCo<br />
mpletedWReason_8<br />
55_CA+CAGrp-<br />
SetTag<br />
CHG:CRQ:StatusCo<br />
mpleted_855_CM<br />
+CMGrp-SetTag<br />
CHG:CRQ:StatusCo<br />
mpletedWReason_8<br />
55_CM+CMGrp-<br />
SetTag<br />
36 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> <strong>Notification</strong> <strong>Engine</strong> <strong>Guide</strong><br />
Notifies the assignee group that the change<br />
has been rejected during an approval phase.<br />
Notifies the change supervisor that previous<br />
dependent (with lower sequence number)<br />
changes have been resolved.<br />
Note: This filter is disabled by default.<br />
Notifies non-approver group that the change<br />
request has completed an approval process<br />
phase.<br />
Note: This special filter is used with<br />
approvals for performing notifications.<br />
Notifies non-approver (support individual)<br />
that the change request has completed an<br />
approval process phase.<br />
Note: This special filter is used with<br />
approvals for performing notifications.<br />
Notifies non-approver (non-support<br />
individual) that the change request has<br />
completed an approval process phase.<br />
Note: This special filter is used with<br />
approvals for performing notifications.<br />
<strong>Notification</strong> to change assignee group that<br />
the change request is set to the Completed<br />
status.<br />
<strong>Notification</strong> to change assignee that the<br />
change request is set to the Completed<br />
status and the change request status reason<br />
is Final Review Complete.<br />
<strong>Notification</strong> to change manager that the<br />
change request is set to the Completed status.<br />
<strong>Notification</strong> to change manager that the<br />
change request is set to the Completed<br />
status and the change request status reason<br />
is Final Review Complete.
Event Message tag Filter Description<br />
Requester<br />
Completion<br />
Requester<br />
Completion<br />
Change<br />
Manager<br />
Predecessor<br />
Completion<br />
Change<br />
Assignee Preplanning<br />
Change<br />
Assignee Preplanning<br />
Change<br />
Manager Preplanning<br />
Change<br />
Manager Preplanning<br />
Change<br />
Manager<br />
Planning<br />
Change<br />
Manager<br />
Planning<br />
CHG-CRQ-<br />
RequesterNonSG-<br />
ChangeCompletion<br />
<strong>Notification</strong><br />
CHG-CRQ-<br />
Requester-<br />
ChangeCompletion<br />
<strong>Notification</strong><br />
CHG-CRQ-<br />
PredecessorStatusInf<br />
ormation<br />
CHG-CRQ-<br />
AssigneeGroup-<br />
RFCGroupAssignm<br />
ent<br />
CHG-CRQ-<br />
Assignee-<br />
RFCAssignment<br />
CHG-CRQ-<br />
ManagerGroup-<br />
RFCGroupAssignm<br />
ent<br />
CHG-CRQ-<br />
Manager-<br />
RFCAssignment<br />
CHG-CRQ-<br />
ManagerGroup-<br />
PIPAcceptedGroup<br />
Assignmen<br />
CHG-CRQ-<br />
Manager-<br />
PIPAcceptedAssign<br />
ment<br />
CHG:CRQ:StatusCo<br />
mpleted_855_Rqster<br />
NonSupportGrp-<br />
SetTag<br />
CHG:CRQ:StatusCo<br />
mpleted_855_Rqster<br />
-SetTag<br />
CHG:CHA:NotifyID<br />
Complt_801_PNPC<br />
CHG:CRQ:StatusRF<br />
CCAGrpSetTag_150<br />
_Submit<br />
CHG:CRQ:StatusRF<br />
CCASetTag_140_Su<br />
bmit<br />
CHG:CRQ:StatusRF<br />
C_815_CMGrp-<br />
SetTag<br />
CHG:CRQ:StatusRF<br />
CCMSetTag_160_Su<br />
bmit<br />
CHG:CRQ:StatusPIP<br />
AcceptedCMGrpSet<br />
Tag_220_Submit<br />
CHG:CRQ:StatusPIP<br />
AcceptedCMSetTag<br />
_190_Submit<br />
<strong>BMC</strong> <strong>Remedy</strong> Change <strong>Management</strong> notification events<br />
<strong>Notification</strong> to Requester that the change<br />
request is set to the Completed status.<br />
<strong>Notification</strong> to Requester that the change<br />
request is set to the Completed status.<br />
Notifies change manager of a predecessor<br />
Change completion.<br />
Notifies change assignee group that the<br />
change request is set to the Request for<br />
Change status.<br />
Note: You can configure this setting in the<br />
change configuration rules.<br />
Notifies change assignee that the change<br />
request is set to the Request for Change status.<br />
Note: You can configure this setting in the<br />
change configuration rules.<br />
Notifies change manager group that the<br />
change request is set to the Request for<br />
Change status.<br />
Note: You can configure this setting in the<br />
change configuration rules.<br />
Notifies change manager that a change<br />
request is set to the Request for Change status.<br />
Note: You can configure this setting in the<br />
change configuration rules.<br />
Notifies change manager group that the<br />
change request is set to the Planning in<br />
Progress status.<br />
Note: You can configure this setting in the<br />
change configuration rules.<br />
Notifies change manager that the change<br />
request is set to the Planning in Progress<br />
stage.<br />
Note: You can configure this setting in the<br />
change configuration rules.<br />
Appendix A <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM notification events 37
<strong>BMC</strong> <strong>Remedy</strong> Change <strong>Management</strong> notification events<br />
Event Message tag Filter Description<br />
Change<br />
Assignee<br />
Planning<br />
Change<br />
Assignee<br />
Assignment<br />
Implementer<br />
Assignment<br />
Change<br />
Manager<br />
Assignment43<br />
Change<br />
Manager<br />
Assignment<br />
Change<br />
Assignee<br />
Scheduled For<br />
Review<br />
Change<br />
Assignee<br />
Scheduled For<br />
Review<br />
Change<br />
Manager<br />
Scheduled for<br />
Review<br />
Change<br />
Manager<br />
Scheduled for<br />
Review<br />
CHG-CRQ-<br />
AssigneeGroup-<br />
PIPAssignedGroup<br />
Assignment<br />
CHG-CRQ-<br />
Assignee-<br />
PIPAssignedAssign<br />
ment<br />
CHG-CRQ-<br />
ImplementerGroup-<br />
PIPAssignedGroup<br />
Assignment<br />
CHG-CRQ-<br />
ManagerGroup-<br />
PIPAssignedGroup<br />
Assignment<br />
CHG-CRQ-<br />
Manager-<br />
PIPAssignedAssign<br />
ment<br />
CHG-CRQ-<br />
AssigneeGroup-<br />
SFRGroupNotificati<br />
on<br />
CHG-CRQ-<br />
Assignee-<br />
SFR<strong>Notification</strong><br />
CHG-CRQ-<br />
ManagerGroup-<br />
SFRGroupNotificati<br />
on<br />
CHG-CRQ-<br />
Manager-<br />
SFR<strong>Notification</strong><br />
CHG:CRQ:StatusPIP<br />
AssignedCAGrpSet<br />
Tag_230_Submit<br />
CHG:CRQ:StatusPIP<br />
Assigned_817_CA-<br />
SetTag<br />
CHG:CRQ:StatusPIP<br />
AssignedCImpGrpS<br />
etTag_240_Submit<br />
CHG:CRQ:StatusPIP<br />
AssignedCMGrpSet<br />
Tag_250_Submit<br />
CHG:CRQ:StatusPIP<br />
Assigned_817_CSet<br />
Tag<br />
CHG:CRQ:StatusSch<br />
edForRevCAGrpSet<br />
Tag_260_Submit<br />
CHG:CRQ:StatusSch<br />
edForRevCA_818_S<br />
etTag<br />
CHG:CRQ:StatusSch<br />
edForRevCMGrpSet<br />
Tag_280_Submit<br />
CHG:CRQ:StatusSch<br />
edForRevCMSetTag<br />
_270_Submit<br />
38 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> <strong>Notification</strong> <strong>Engine</strong> <strong>Guide</strong><br />
Notifies change assignee group that the<br />
change request is set to the Planning in<br />
Progress status.<br />
Note: You can configure this setting in the<br />
change configuration rules.<br />
Notifies change assignee that the change<br />
request is set to the Planning in Progress<br />
status.<br />
Note: You can configure this setting in the<br />
change configuration rules.<br />
Notifies change implementer group that the<br />
change request is set to the Planning in<br />
Progress status.<br />
Notifies change manager group that the<br />
change request is set to the Planning in<br />
Progress status.<br />
Note: You can configure this setting in the<br />
change configuration rules.<br />
Notifies change manager that the change<br />
request is set to the Planning in Progress<br />
status.<br />
Note: You can configure this setting in the<br />
change configuration rules.<br />
Notifies change assignee group that the<br />
change request is set to the Scheduled For<br />
Review status.<br />
Notifies change assignee that the change<br />
request is set to the Scheduled For Review<br />
status.<br />
Notifies change manager group that the<br />
change request is set to the Scheduled For<br />
Review status.<br />
Notifies change manager that the change<br />
request is set to the Scheduled For Review<br />
status.
Event Message tag Filter Description<br />
Implementer<br />
Planning<br />
Implementer<br />
Scheduled<br />
Implementer<br />
Scheduled<br />
Change<br />
Assignee<br />
Scheduled<br />
Change<br />
Assignee<br />
Scheduled<br />
Change<br />
Manager<br />
Scheduled<br />
Change<br />
Manager<br />
Scheduled<br />
Requester<br />
Change<br />
Scheduled<br />
Requester<br />
Change<br />
Scheduled<br />
Change<br />
Assignee<br />
Completion<br />
CHG-CRQ-<br />
Implementer-<br />
PIPAssignedAssign<br />
ment<br />
CHG-CRQ-<br />
ImplementerGroup-<br />
ScheduledGroupAss<br />
ignment<br />
CHG-CRQ-<br />
Implementer-<br />
ScheduledAssignme<br />
nt<br />
CHG-CRQ-<br />
AssigneeGroup-<br />
ScheduledNoImpact<br />
Group<strong>Notification</strong><br />
CHG-CRQ-<br />
Assignee-<br />
ScheduledNoImpact<br />
<strong>Notification</strong><br />
CHG-CRQ-<br />
ManagerGroup-<br />
ScheduledNoImpact<br />
Group<strong>Notification</strong><br />
CHG-CRQ-<br />
Manager-<br />
ScheduledNoImpact<br />
<strong>Notification</strong><br />
CHG-CRQ-<br />
RequesterNonSG-<br />
ScheduledNotificati<br />
on<br />
CHG-CRQ-<br />
Requester-<br />
ScheduledNotificati<br />
on<br />
CHG-CRQ-<br />
Assignee-<br />
Group&IndividualFi<br />
nalReviewComplete<br />
d<br />
CHG:CRQ:StatusPIP<br />
AssignedCImpSetTa<br />
g_210_Submit<br />
CHG:CRQ:StatusSch<br />
eduled_850_CImpG<br />
rp-SetTag<br />
CHG:CRQ:StatusSch<br />
eduled_850_CImp-<br />
SetTag<br />
CHG:CRQ:StatusSch<br />
eduledNoImpct_850<br />
_CAGrp-SetTag<br />
CHG:CRQ:StatusSch<br />
eduledNoImpct_850<br />
_CA-SetTag<br />
CHG:CRQ:StatusSch<br />
eduledNoImpct_850<br />
_CMGrp-SetTag<br />
CHG:CRQ:StatusSch<br />
eduledNoImpct_850<br />
_CSetTag<br />
CHG:CRQ:StatusSch<br />
eduled_850_Rqster<br />
NonSupportGrp-<br />
SetTag<br />
CHG:CRQ:StatusSch<br />
eduled_850_Rqster-<br />
SetTag<br />
CHG:CRQ:StatusCo<br />
mpletedWReasonW<br />
Tsk_856_CA<br />
+CAGrp-SetTag<br />
<strong>BMC</strong> <strong>Remedy</strong> Change <strong>Management</strong> notification events<br />
Notifies change implementer that the change<br />
request is set to Planning in Progress and<br />
status reason is Assigned, or the change<br />
request is set to Planning in Progress and the<br />
status reason is set to Assigned from<br />
Accepted. This request does not include a<br />
task.<br />
Notifies change implementer group that the<br />
change request is set to the Scheduled status.<br />
Notifies change implementer the change<br />
request is set to the Scheduled status.<br />
Notifies change assignee group that the No<br />
Impact change request is set to the<br />
Scheduled status.<br />
Notifies change assignee that the No Impact<br />
change request is set to the Scheduled status.<br />
Notifies change manager group that the No<br />
Impact change request is set to the<br />
Scheduled status.<br />
Notifies change manager group that the No<br />
Impact change request is set to the<br />
Scheduled status.<br />
Notifies non-support staff member that the<br />
change request is set to the Scheduled status.<br />
Notifies member of the support staff that the<br />
change request is set to the Scheduled status.<br />
Notifies change assignee that the change<br />
request is set to the Completed status with a<br />
status reason of Final Review Complete. All<br />
tasks in the request have been completed.<br />
Note: You can configure this setting in the<br />
change configuration rules.<br />
Appendix A <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM notification events 39
Release <strong>Management</strong> notification events<br />
Release <strong>Management</strong> notification events<br />
The following notification events are related to release management. Configure the<br />
rules in which the support staff is notified in the Release <strong>Notification</strong> Rules form. For<br />
example, you can configure that the release manager is notified when the Milestone<br />
of a release is set to Planning and the Status is set to Planning Approval. For more<br />
information, see the <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> 7.6.00 Configuration <strong>Guide</strong> .<br />
Table 9: Release <strong>Management</strong> notification events<br />
Event Message tag Filter Description<br />
Release<br />
Assigned<br />
RMS-APR-<br />
ApprovalNTForIndi<br />
vidual<br />
Release Updated RMS-<br />
RLM_Requester-<br />
ReleaseCompletion<br />
<strong>Notification</strong><br />
Not Applicable Notifies support staff individual that a<br />
release has been assigned to him or her.<br />
Not Applicable Notifies requester that the release request<br />
has been completed by the support staff.<br />
Activity module notification events<br />
The following notification events are related to the activity module. Configure the<br />
rules in which the support staff is notified in the Activity <strong>Notification</strong> Rules form.<br />
For more information, see the <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> 7.6.00<br />
Configuration <strong>Guide</strong> .<br />
Table 10: Activity module notification events<br />
Event Message tag Filter Description<br />
Activity<br />
Assigned<br />
Activity<br />
Assigned<br />
Activity Status<br />
Changed<br />
AAS_AAS_Assigne<br />
d_Group<br />
AAS_AAS_Assigne<br />
d_Individual<br />
AAS_AAS_StatusCh<br />
anged<br />
Not Applicable Notifies support staff group that an activity<br />
has been assigned to them.<br />
Not Applicable Notifies support staff individual that an<br />
activity has been assigned to him or her.<br />
Not Applicable Notifies support staff that the status of an<br />
activity has been changed.<br />
Task <strong>Management</strong> System notification events<br />
The following table describes Task <strong>Management</strong> System notification events:<br />
40 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> <strong>Notification</strong> <strong>Engine</strong> <strong>Guide</strong>
Table 11: Task <strong>Management</strong> System notification events<br />
Event Message tag Filter Description<br />
Task Assigned TMS_TAS_Assigned<br />
_Individual<br />
Task Assigned TMS_TAS_Assigned<br />
_Individual<br />
Task Assigned TMS_TAS_Assigned<br />
_Individual<br />
Task Assigned TMS_TAS_Assigned<br />
_Group<br />
Task Status<br />
Changed<br />
TMS_TAS_StatusCh<br />
anged<br />
TMS:TAS:Assignme<br />
nt_StartPostAssign<br />
mentProcess<br />
TMS:TAS:Assignme<br />
nt_StartManualAssi<br />
gnmentProcess<br />
TMS:TAS:Assignme<br />
nt_StartManualAssi<br />
gnmentProcess_Sub<br />
mit<br />
TMS:TAS:Notificati<br />
on_AssignedToGro<br />
up_CallGUIDE<br />
TMS:TAS:StatusCha<br />
ngedCallNotifyGuid<br />
e<br />
Notifies assignee when the assignment<br />
engine modifies the task and the Assignee+<br />
field is not empty. No notifications are sent<br />
to the assignee group.<br />
Notifies assignee when you modify a task if<br />
you enter a different assignee from the<br />
Assignee+ field. The new assignee cannot<br />
match the previous assignee. No<br />
notifications are sent to the assignee group.<br />
Notifies assignee when creating a task if you<br />
enter an assignee in the Assignee+ field. No<br />
notifications are sent to the assignee group.<br />
Note: If a notification is created but does not<br />
have a status of "Assigned," and Notify<br />
Assignee is set to "Yes," a notification will<br />
not be sent out.<br />
Notifies the Assigned Group when the Task<br />
status is changes to "Pending" and the Status<br />
Reason is set to ""Assignment".<br />
Notifies assignee when you modify a task<br />
and change its status. If there is no assignee<br />
specified in the Assignee+ field, the assignee<br />
group is notified.<br />
<strong>BMC</strong> <strong>Remedy</strong> Asset <strong>Management</strong> notification<br />
events<br />
The following table describes <strong>BMC</strong> <strong>Remedy</strong> Asset <strong>Management</strong> notification events:<br />
Table 12: Asset <strong>Management</strong> notification events<br />
Event Message tag Filter Description<br />
Approval AST-APR-<br />
ApprovalNTForIndi<br />
vidual<br />
AST:ARD:NewAppr<br />
oval<strong>Notification</strong>-<br />
ParseApprovers-<br />
NotifySupport`!<br />
<strong>BMC</strong> <strong>Remedy</strong> Asset <strong>Management</strong> notification events<br />
Notifies the requester’s manager that a<br />
purchase requisition requires approval.<br />
Appendix A <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM notification events 41
<strong>BMC</strong> <strong>Remedy</strong> Asset <strong>Management</strong> notification events<br />
Event Message tag Filter Description<br />
Asset Scheduled<br />
Maintenance<br />
Bulk Inventory<br />
Reorder<br />
CI Status<br />
Change<br />
Configuration<br />
Item Approval<br />
Configuration<br />
Scheduled<br />
Maintenance<br />
Contract<br />
Expiration<br />
Contract<br />
Expiration<br />
Warning<br />
Resolution<br />
Escalation<br />
Resolution<br />
Escalation<br />
Resolution<br />
Escalation<br />
Resolution<br />
Escalation<br />
Resolution<br />
Escalation<br />
Unavailability<br />
Assignment<br />
AST-AVI-<br />
AssetScheduledMai<br />
ntenance<br />
AST-AIQ-<br />
BulkInventoryReord<br />
er<br />
AST-SHR-<br />
ConfigItemStatusCh<br />
ange<br />
AST-ANF-<br />
ConfigurationItemA<br />
pproval<br />
AST-AVI-<br />
ConfigurationSched<br />
uledMaintenance<br />
AST-CON-<br />
OwnerGroup-<br />
ContractExpiry<br />
AST-CON-<br />
OwnerGroup-<br />
ContractExpiryWar<br />
ning<br />
AST-AOT-<br />
AssigneeOLAResolu<br />
tionEscalation<br />
AST-AOT-<br />
GroupOLAResoluti<br />
onEscalation<br />
AST-AOT-<br />
AssigneeSLAResolu<br />
tionEscalation<br />
AST-AOT-<br />
GroupSLAResolutio<br />
nEscalation<br />
AST-AOT-<br />
SVTAssignMgrGrou<br />
pResolutionEscalati<br />
on<br />
AST-AOT-<br />
CIUAAssigneeAssig<br />
nment-NoXREF<br />
AST:Asset Schedule<br />
View_NotifyofExpir<br />
e04_Asset<br />
ASI:AIQ:NotifyReor<br />
der_803<br />
ASI:AEO:NotifyPeo<br />
ple_850_`!<br />
AST:ANF:StartAppr<br />
ovalProcess_600<br />
AST:AVI:NotifyofEx<br />
pire_804_Asset<br />
AST:CTB:SendExpir<br />
edMsgGrp04`!<br />
AST:CTB:NotifyofE<br />
xpire04`!<br />
AST:CTB:NotifyofE<br />
xpireGroup04`!<br />
AST:AOT:NTOLAA<br />
ssignee_812_SetTag<br />
AST:AOT:NTOLAA<br />
ssignGrp_815_SetTa<br />
g<br />
AST:AOT:NTSLAAs<br />
signee_816_SetTag<br />
AST:AOT:NTSLAAs<br />
signGrp_811_SetTag<br />
AST:AOT:NTSSVT<br />
MgrAssignGrp_816_<br />
SetTag<br />
AST:AOT:NTAssign<br />
ee-NoXR_805<br />
42 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> <strong>Notification</strong> <strong>Engine</strong> <strong>Guide</strong><br />
Notifies Asset Manager of next scheduled<br />
maintenance/audit date for an Asset.<br />
Notifies either Group Owner or Inventory<br />
Owner that a bulk item needs to be reordered.<br />
Notifies individual or group when a CI<br />
changes key attributes, such as status or<br />
categorization.<br />
<strong>Notification</strong> message is hard coded in this<br />
filter. Message tag in SYS:<strong>Notification</strong><br />
Messages form is not used.<br />
Notifies Asset <strong>Notification</strong> Contract of next<br />
scheduled maintenance date for a<br />
configuration.<br />
Notifies the Contract Owner Group when<br />
the current date is later than the Contract<br />
Expiry Date.<br />
Notifies the Contract Owner Group or<br />
Individual when the current date is within<br />
the specified number of days of the Contract<br />
Expiry Date.<br />
Notifies the designated group or individual<br />
when an Unavailability record is not<br />
Restored and the time allotted for resolution<br />
by the corresponding OLA has elapsed.<br />
Notifies the assigned group when an<br />
Unavailability record is escalated for OLA<br />
resolution.<br />
Notifies the assignee when an Unavailability<br />
record is escalated for SLA resolution.<br />
Notifies the assignee group when an<br />
Unavailability record is escalated for SLA<br />
resolution.<br />
Notifies the individual or assignee group<br />
availability manager when an Unavailability<br />
record is escalated for SLA resolution.<br />
Notifies the assignee of an open<br />
Unavailability record when the assignment<br />
changes and is not cross-referenced to<br />
another request.
Event Message tag Filter Description<br />
Unavailability<br />
Assignment<br />
Unavailability<br />
Assignment<br />
Unavailability<br />
Assignment<br />
Configuration<br />
Item Approval<br />
Configuration<br />
Scheduled<br />
Maintenance<br />
Asset Scheduled<br />
Maintenance<br />
AST-AOT-<br />
CIUAAssigneeAssig<br />
nment-XREF<br />
AST-AOT-<br />
CIUAGroupAssign<br />
ment-NoXREF<br />
AST-AOT-<br />
CIUAGroupAssign<br />
ment-XREF<br />
AST-ANF-<br />
ConfigurationItemA<br />
pproval<br />
AST-AVI-<br />
ConfigurationSched<br />
uledMaintenance<br />
AST-AVI-<br />
AssetScheduledMai<br />
ntenance<br />
AST:AOT:NTAssign<br />
ee-XREF_800<br />
AST:AOT:NTAsgGr<br />
p-NoXREF_815<br />
AST:AOT:NTAsgGr<br />
p-XREF_810<br />
AST:ANF:NotifyExp<br />
ireIndiv805<br />
AST:ANF:NotifyExp<br />
ireGrp_804<br />
AST:AVI:NotifyofEx<br />
pire_804_Config<br />
AST:AVI:NotifyofEx<br />
pire_804_Asset<br />
Notifies the assignee of an open<br />
Unavailability record when the assignment<br />
changes and is cross-referenced to another<br />
request.<br />
Notifies the assigned group of an open<br />
Unavailability record when the assignment<br />
changes and is not cross-referenced to<br />
another request.<br />
Notifies the assigned group of an open<br />
Unavailability record when the assignment<br />
changes and is cross-referenced to another<br />
request.<br />
Notifies approving manager that<br />
Configuration Catalog Item requires<br />
approval.<br />
Notifies Asset Manager of next scheduled<br />
maintenance date for a configuration.<br />
Notifies Asset Manager of next scheduled<br />
maintenance/audit date for an Asset.<br />
License <strong>Management</strong> notification events<br />
The following table describes License <strong>Management</strong> notification events:<br />
Table 13: License <strong>Management</strong> notification events<br />
Event Message tag Filter Description<br />
Certificate<br />
Breach Warning<br />
Certificate<br />
Breach Warning<br />
Certificate<br />
Historical<br />
AST-ALC-<br />
CertificateLevel1Bre<br />
achWarning<br />
AST-ALC-<br />
CertificateLevel2Bre<br />
achWarning<br />
AST-ALC-<br />
CertificateExpiratio<br />
n<br />
AST:ALC:BreachLev<br />
el01Warning_850_Se<br />
tNotifTag<br />
AST:ALC:BreachLev<br />
el02Warning_850_Se<br />
tNotifTag<br />
AST:ALC:StatusExp<br />
ired_850_SetNotifTa<br />
g<br />
License <strong>Management</strong> notification events<br />
Notifies support staff that the license<br />
certificate is approaching Level 1 Breach.<br />
Notifies support staff that the license<br />
certificate is approaching Level 2 Breach.<br />
Notifies support staff that the license<br />
certificate has expired.<br />
Appendix A <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong>SM notification events 43
Global notification events<br />
Event Message tag Filter Description<br />
Certificate<br />
Historical<br />
Certificate<br />
<strong>Notification</strong><br />
Warning<br />
Certificate Out<br />
of Compliance<br />
Certificate<br />
Owner<br />
Assignment<br />
Certificate<br />
Owner<br />
Assignment<br />
AST-ALC-<br />
CertificateHistorical<br />
AST-ALC-<br />
<strong>Notification</strong>Warnin<br />
g<br />
AST-ALC-<br />
CertificateOutOfCo<br />
mpliance<br />
AST-ALC-<br />
CertificateOwnerAs<br />
signment<br />
AST-ALC-<br />
CertificateOwnerGr<br />
oupAssignment<br />
AST:ALC:StatusHist<br />
orical_850_SetNotif<br />
Tag<br />
AST:ALC:Notificati<br />
onWarning_850_Cal<br />
lNotif<strong>Guide</strong><br />
AST:ALC:Complian<br />
ceStatus_850_SetNot<br />
ifTag<br />
AST:ALC:OwnerSu<br />
pportGroupAssigne<br />
e_850_SetNotifTag<br />
AST:ALC:OwnerSu<br />
pportGroup_850_Se<br />
tNotifTag<br />
Global notification events<br />
The following table describes Global notification events:<br />
Table 14: Global notification event<br />
Event Message tag Filter Description<br />
Reminder<br />
<strong>Notification</strong><br />
FND-REM-<br />
ReminderNotificatio<br />
n<br />
CFG:SMI:SendRemi<br />
nder_800<br />
44 <strong>BMC</strong> <strong>Remedy</strong> <strong>IT</strong> <strong>Service</strong> <strong>Management</strong> <strong>Notification</strong> <strong>Engine</strong> <strong>Guide</strong><br />
Notifies support staff that the status of the<br />
license certificate has been set.<br />
Notifies support staff that the license<br />
certificate will expire at a set date.<br />
Notifies support staff that the license<br />
certificate is out of compliance.<br />
Notifies support staff individual that the<br />
license certificate has been assigned to him<br />
or her.<br />
Notifies support staff group that the license<br />
certificate has been assigned to them.<br />
Reminder.
49532<br />
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