BMC Remedy IT Service Management Notification Engine Guide

BMC Remedy IT Service 

Management Notification 

Engine Guide 

Supporting 

BMC Remedy Asset Management version 7.6.04 

BMC Remedy Change Management version 7.6.04 

BMC Remedy Service Desk version 7.6.04 

January 2011 

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4 BMC Remedy IT Service Management Notification Engine Guide

Contents 

Chapter 1 BMC Remedy ITSM Notification Engine 7 

Notification Engine overview .........................................................................................7 

Notification Engine architecture .....................................................................................8 

System Events and Message Catalog .............................................................................9 

NTE:SYS-Define NT Events form ........................................................................9 

NTE:CFG-Notification Events form ..................................................................10 

SYS:Notification Messages form ........................................................................10 

Notification system process control .............................................................................11 

Notification interface ......................................................................................................13 

Notification audit ............................................................................................................13 

Invoking the notification subsystem ............................................................................14 

Notification transaction process ...................................................................................15 

Notification workflow ....................................................................................................16 

Additional notification forms .......................................................................................17 

Configuring notifications ...............................................................................................18 

Globally modifying system default settings ....................................................18 

Modifying notification message text .................................................................19 

Configuring support group notifications .........................................................20 

Configuring Notification Engine escalation pools .....................................................21 

Extending the Notification Engine escalation pools ..................................................22 

Multithreading filter workflow for 

NTE:NPC:SetNonGroupEscalationPool_010_Set`! .........................................23 


NTE:NPC:SetGroupEscalationPool_010_Set`! .................................................24 

Setting up escalation workflow to process the multithreaded individual and 

group notifications records ................................................................................25 

Disabling notifications ...................................................................................................27 

Disabling customer notifications .......................................................................27 

Disabling support staff notifications .................................................................27 

Additional configuration options .................................................................................28 

Appendix A BMC Remedy ITSM notification events 29 

BMC Remedy Incident Management notification events .........................................29 

BMC Remedy Problem Management notification events .........................................32 

BMC Remedy Change Management notification events ..........................................33 

Release Management notification events ....................................................................40 

Contents 5

Activity module notification events .............................................................................40 

Task Management System notification events ...........................................................40 

BMC Remedy Asset Management notification events ..............................................41 

License Management notification events ....................................................................43 

Global notification events ..............................................................................................44 


BMC Remedy ITSM Notification 

Engine 

This chapter helps you understand the BMC Remedy IT Service Request 

Management (BMC Remedy ITSM) Notification Engine. 

Notification Engine overview 

This guide describes the major components and process flow of BMC Remedy IT 

Service Management (BMC Remedy ITSM) Notification Engine. By understanding 

how all of the pieces work together, you can intelligently change the default 

configuration or make any necessary customizations to meet your organization's 

needs. . 

Note 

This guide is an addendum to the BMC Remedy IT Service Request Management 

Administration Guide. 

To improve performance and scalability, the 7.6.04 version of the Notification Engine 

improves group notification processing and processes all notifications 

asynchronously. 

The Notification Engine provides a back-end workflow model for defining which 

notifications should be sent, based on events in the application. 

To configure notifications, the primary option provided with the BMC Remedy 

ITSM 7.6.04 Suite is exposed on the People form for support staff. Additional behindthe-scenes 

configuration is available through back-end forms, but you must 

understand how all of the pieces fit together before attempting these types of changes. 

The Notification Engine provides the following primary functions: 

1 

Chapter 1 BMC Remedy ITSM Notification Engine 7

Notification Engine architecture 

■ Determines notification recipients (group or individual). 

■ Specifies the notification text. 

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

■ Logs the notification details. 

Notification Engine architecture 

The BMC Remedy ITSM notification subsystem is available to all BMC Remedy 

ITSM applications and is connected to the BMC Remedy Action Request System 

(AR System) Email Engine. 

Figure 1: Notification Engine architecture 

Major components 

The following major components make up the notification subsystem architecture: 

■ System Events and Message Catalog—Defines notification events and notification 

text. 


■ System process control—Processes each notification event received from various 

BMC Remedy ITSM modules. 

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

■ Notification audit—Audits each notification that is visible from the BMC Remedy 

ITSM modules. 

■ Configuration settings and user preferences—Manages system default 

notifications and user notification preferences. 

System Events and Message Catalog 

The System Events and Message Catalog contains all valid notification event 

definitions available in the notification subsystem. The following primary forms 

make up this catalog: 

■ NTE:SYS-Define NT Events 

■ NTE:CFG-Notification Events 

■ SYS:Notification Messages 

NTE:SYS-Define NT Events form 

Notification events are defined in the NTE:SYS-Define NT Events form and are 

specific to a BMC Remedy ITSM module (Incident, Problem, Change, Request, 

Purchase Requisition, Asset, and so on). Notification events are primarily configured 

for internal support staff notification, which is indicated by the Yes flag in the 

Support Staff Event field. 

When the Support Staff Event field is set to Yes, a corresponding record in the NTE:CFG- 

Notification Events form must specify the default preferences for this 

notification event. 

The notification is sent according to the system default preferences, unless you have 

created your own entry for this event in NTE:CFG-Notification Events. 

Note 

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




You can also use notification events for email notifications to customers who might 

not have a login ID or access to the application. To use notification events this way, 

set the Support Staff Event field to No. 

WARNING 

Remember that all customer notifications are sent by email. You cannot change this 

setting without customization to the Notification Engine settings. If you install 

patches or later versions of the BMC Remedy IT Service Management, back up your 

work so that it is not overwritten by the installer. This warning applies to all 

customizations that you make to the Notification Engine. 

Note 

Because Problem Management is a process internal to the support organization, the 

Problem Management module has no customer notification events. 

NTE:CFG-Notification Events form 

The NTE:CFG-Notification Events form stores all system-wide and user-specific 

preferences for predefined internal (support staff) notification events. Preferences 

defined here include the notification method (email or alert), whether a pager 

notification is sent, business hour usage, holiday usage, and whether the message is 

a group or individual notification. 

Additional application preferences are also available, such as including priority for 

Incident Management and Problem Management, or Timing for a Change type 

notification. 

SYS:Notification Messages form 

The SYS:Notification Messages form contains the notification text for each event. 

The combination of Notification Message Tag, Locale, and Company fields must be 

unique. The notification workflow uses the Notification Message Tag to identify the 

specific message to be sent. You can associate each notification event with several 

notification messages for different companies and locales. 

The Email Message Body field contains literal text as well as substitution parameters 

—for example, #Incident Number#. Standard filter workflow searches for the 

substitution parameter and replaces it with the actual incident ticket number. 

This form also displays the Support Staff Event flag to indicate whether the 

notification message is intended for customers or support staff. However, the 

notification workflow does not use this setting to determine the notification 

preferences to use when sending the notification. The actual filters supporting the 


notification determine whether the notification preferences are hard-coded (for 

example, always using email as the notification method, as with customer 

notifications) or retrieved from the NTE:CFG-Notification Events form (for 

example, use the system default or user-defined notification method specified for the 

recipient, as with support staff notifications). 

You can modify notification text, so you can change the standard messages provided 

with the application or define different messages for specific companies. 

Note 

Do not modify the Mapping section of the notification message. The notification 

system uses these mappings to identify what message to send, how to send the 

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

However, you can create a new notification message in this form, but workflow to 

support the message must exist. Creating new messages (to be sent under conditions 

not already defined by existing workflow) requires customization. 

In the message text fields, you can include field contents from the Source record 

(such as HPD:Help Desk). Fields that are filled by selection from drop-down menus 

are displayed in the message text enclosed in #. Notification workflow translates 

these field variables into the actual field contents before sending the notification 

message. Adding new fields not already in the drop-down menus requires 

customization. 

Notification system process control 

The NTE:SYS-Process Control interface form receives notification event requests 

from BMC Remedy ITSM. The NTE:SYS-Process Control interface form processes 

all notification events, as shown in the figure below. 

Figure 2: Notification events processes 




Note 

The NTE:SYS-Process Control form is the center of the Notification Engine; it is 

what initiates a notification. 

During an initial submission or update of a record in one of the BMC Remedy IT 

modules, workflow creates a record in the NT:SYS-NT Process Control form. This 

record is processed by the escalations listed in the table below. 

Table 1: NT:SYS-NT Process Control escalations 

Escalation Description 

SYS:NPC:ProcessHeldNotifications Processes notifications that are held due to 

business hours and holiday processing. 

SYS:NPC:TriggerGroupNotifications Processes group notifications. 

SYS:NPC:TriggerNonGroupNotifications Processes individual notifications. 

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

perform these tasks: 

■ Verify the notification message exists in the SYS:Notification Messages form 

and that the message record is enabled. 

■ Retrieve data from the source form (if the notification was sent from an 

association form). 

■ Check business hours, business holidays, and notification preferences for support 

staff notifications. 

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

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

notifications. 

■ Process individual notifications that are coming from the group notifications 

processing above or that came in directly from an event. 

■ Process messages by running translation workflow (that is, workflow that 

replaces tokens within the message text). 

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

record is deleted. 


Notification interface 

The NTE:Notifier form processes the formatted notification text and, based on 

notification method, sends an alert, email, or page. 

The NTE:Notifier form has workflow that performs a Run Process command to 

send a page, create an email record in the AR System Email Messages form, or 

create an alert in the Alert Events form. This form has workflow that is triggered 

on Window Open to redirect the user to the appropriate record (for example, 

incident, problem, change, and so on). For debugging purposes, you might need to 

disable this workflow to make sure that the notification record is correct. 

The NTE:NTS:DefaultMethod_200_NT filter executes when no method is specified 

for the notification, and it uses the notification recipient's default notification method. 

If email is the notification method, the email message includes ARTask and URL 

shortcuts to the record. The NTE:NTS:Email_200_SystemNT filter executes when 

Email is the default method specified for the notification. To remove the ARTask and 

URL, clear the check boxes in this filter. 

External email notifications (sent by the NTE:NTS:Email_200_Customer-NT filter) 

and email messages sent manually through the BMC Remedy ITSM 7.x Email 

System (sent by the NTE:NTS:Email_200_Manual-NT filter) do not include shortcuts. 

■ There is a separate filter to process each notification method. 

■ The NTE:Notifier record is deleted after the alert, email, or page is sent, and an 

audit record is created. 

Notification audit 

Notification interface 

The NTE:Notifier Log form contains every notification (alert, email, and pager) sent 

from the subsystem. Notification records are written to the log every time the system 

sends a notification. These entries appear in the application audit logs. 

Note 

Manually archive or delete entries periodically. 

Note 

The Notification Text and Email Message Body fields were unlimited in length. 

These fields are now limited to 3,964 bytes due to performance with Oracle 

databases. The notification messages are still unlimited in length, but the audit log 

truncates the values of these fields. If you are upgrading from 7.0.x, these records 

will be truncated. 


Invoking the notification subsystem 

Note 

So if you need to retain the entire message, we recommend retaining these messages 

on your email server. 

Invoking the notification subsystem 

Filters are triggered on certain application events. Filters populate data on the source 

forms and then push data from the source forms to the NTE:SYS-NT Process 

Control form for processing. One or more notification filters can trigger a 

notification event. The contents of the Notification Message Tag field are passed to 

the NTE:SYS-NT Process Control form, so it must be unique and must correspond 

to a notification message in the SYS:Notification Messages form. 

The notification filters perform the following actions: 

■ Populate data on the source forms. 

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

processing. 

■ Set the Notification Message Tag and temp fields, and then create a record in the 

NTE:SYS-NT Process Control form. 

The Notification Message Tag is the unique identifier for each notification event and 

message. After the Notification Process Control record is created, the notification 

fields on the source form are cleared. 


Notification transaction process 

A notification transaction uses the major components of the 7.6.00 Notification 

Engine, as shown in the figure below. 

Figure 3: Interaction of the major components in the 7.6.00 Notification Engine 

1 The NTE:SYS-NT Process Control form is the center of the Notification Engine. 

All notifications are pushed to this form first. Depending on which parameters are 

included, it determines whether the notification is a group notification or an 

individual notification. Calling applications pass this information to the NTE:SYS- 

NT Process Control form. This information includes details such as the 

application, the recipient of the notification, and information about the parent 

record. 

2 Escalations are run to process the pending notification events. 

Notification transaction process 

The application uses out-of-the-box escalation pools 1, 2, and 3 to enable 

multithreading processing for the records contained in the NTE:SYS-NT Process 

Control form. 


Notification workflow 

Note 

Escalation pools are enabled through the AR System Administration Console. 

BMC Remedy IT Service Management does not set the pooling automatically, 

so the AR System Administrator must configure the escalation pools before 

running the notification process. If you do not properly configure the escalation 

pools, all escalation workflow runs within escalation pool 1. 

A single record created in the NTE:SYS-NT Process Control form is used for 

both group and individual notifications. All group and individual notifications 

are processed asynchronously. 

■ SYS:NPC:TriggerGroupNotifications runs every minute against the 

NTE:SYS-NT Process Control form for group notifications. This escalation 

runs within escalation pool 3. 

■ SYS:NPC:TriggerNonGroupNotifications runs every minute against the 

NTE:SYS-NT Process Control form for individual notifications. This 

escalation runs within escalation pool 2. 

■ SYS:NPC:ProcessHeldNotifications runs every 11 minutes to process 

records held for business hours. This escalation runs within escalation pool 1. 

3 Individual processing gets the user's notification preferences, ticket information, 

and message from the Notification Messages catalog. Group processing expands 

the group list to individuals, and then runs the individual process. 

4 The NTE:Notifier sends the notification using the appropriate method (email, 

pager, or alert). If the notification is through email, NTE:Notifier workflow 

creates a record in the AR System Email Messages form, which is processed by 

the BMC Remedy Email Engine. 

Notification workflow 

When a notification event is triggered by an application event, workflow performs a 

series of checkpoints to determine whether the notification actually gets sent, as 

shown in the figure below. First, it looks at a person's notification preferences in the 


CTM:People form to see whether the specific notification has been enabled or 

disabled. If it has been disabled, the notification is not sent. 

Figure 4: Notification process flow 

Next, if the notification has not been disabled for that user, the Notification Engine 

then checks to see whether User or System Default events are enabled for the user. 

User events have precedence over System Default. If a user event for that specific 

notification event does not exist (or it has been disabled), workflow looks for the 

System Default event. If a user event exists and is enabled, workflow looks at the 

specific user notification criteria. 

Finally, application events trigger notifications to be sent to groups or specific 

individuals. Various notification events are installed with the applications in the 

NTE:CFG Notification Events form. Messages are stored in the 

SYS:Notification Messages form. 

Additional notification forms 

Additional notification forms 

In addition to the primary notification forms, the Notification Engine has the 

supporting forms listed in the following table. 


Configuring notifications 

Table 2: Supporting notification forms 

Form Description 

NTE:Manual Notification This display-only form is accessed from Incident or Problem forms and 

enables users to send ad-hoc email notifications. Entries are 

automatically deleted after they are processed. 

Note: This form is not used in 7.0.x. It is deprecated in the 7.6.00 release. 

NTE:CFG-Country Code Option This form is accessible from the Application Administration Console 

(Custom Configuration > Foundation > Notification Engine > Country 

Code Option). It stores country codes related to area codes for pager 

notifications. 

NTE:CFG-Numeric Pager Prefix This form is accessible from the Application Administration Console 

(Custom Configuration > Foundation > Notification Engine > Numeric 

Pager Prefix). It stores numeric identifiers related to application forms 

that are used to prefix messages sent to numeric pagers. 

NTE:CFG-Pager Service Config This form is accessible from the Application Administration Console 

(Custom Configuration > Foundation > Notification Engine > Pager 

Service). It stores pager services information that can be used by BMC 

Remedy ITSM. You must configure pager services before you can select 

this as a notification method in the CTM:People configuration form. 

NTE:CFG-NT Events NonSupport This form is from previous versions of BMC Remedy for IT Service 

Providers (ITSP) and is not used in BMC Remedy ITSM 7.x. 


Individual Notification preferences are configured on the CTM:People form for each 

support person. Notification preferences vary by application or module, such as 

BMC Remedy Asset Management and BMC Remedy Change Management, and by 

event, such as asset scheduled maintenance. Default notification preferences are 

predefined for each module and event. If the default setting does not meet your 

needs, you can turn off a notification by setting Notification Availability to No. You 

can set the notification language for each notification message. 

Note 

User notification preferences override system notification preferences. 

Globally modifying system default settings 

You can globally modify the system default settings by retrieving the record for the 

Notification Event (for example, User) or the Notification Event Type of System 

Default in the NTE:CFG-Notification Events form. 


To globally modify system default settings 

1 Open the NTE:CFG-Notification Events form and perform a global search for 

all records in the system. 

2 To specify a default notification method for all users, select the appropriate value 

from the Remedy Notification Mechanism menu (for example, Alert). If this value 

is left blank, the Default Notification Mechanism specified on the user’s People 

record is used. 

3 To turn off group notifications (that is, send a notification only when an 

individual assignee is specified), set the Group Notifications flag to No. This 

settings can be overridden individually by queue managers so that they are the 

only users to receive notifications when no individual assignee is specified. 

4 Save your changes to the records. 

Modifying notification message text 

The message text for predefined notifications is stored in the SYS:Notification 

Messages form. Each message is uniquely identified by the combination of 

Notification Message Tag and Locale. 

You can modify the content of the fields listed in the table below: 

Field Description 

Pager Message Alpha Contains the text sent to an alphanumeric pager. 

Notification Text Contains the text sent to BMC Remedy Alert. 

Email Subject Line Contains the text included in the subject line of an email notification. 

Email Message Body Contains the text included in the body of an email notification. 

Status Controls whether notifications are sent: 

■ Offline: Notifications not sent. 

■ Enabled: Notifications are sent. 

Define other settings as needed (for example, Proposed). 


You can used field variables in the notification message text fields by enclosing them 

in #. They are translated by workflow. Using field variables in notification messages 

other than the default text requires customization to create the corresponding 

translation workflow. 



You can configure the notification text for different companies by creating a new 

record with the same Message tag and selecting the Company form the menu. 

Note 

You should not modify the fields within the Mapping section of this form. The 

notification system uses these mappings to identify what message to send, how to 

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

Configuring support group notifications 

You can configure the system to send notifications to a support group email list, 

instead of just to individuals within a group. Also, you can disable group 

notifications by their support group. 

Figure 5: Configuring support group notifications 

The Notification Engine uses the same asynchronous process for both group and 

individual notifications. 

Note 

For performance reasons, BMC recommends that you use the Group Email feature if 

the support group has 25 or more members. For more information about configuring 

support groups, see the BMC Remedy IT Service Management 7.6.00 Configuration 

Guide. 


Configuring Notification Engine escalation 

pools 

To use escalation pools, configure the Escalation Max Threads count from the default 

value of 1 to 3 to take advantage of the optimized out-of-the-box Notification Engine 

escalation pooling. 

To configure Notification Engine escalation pools 

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

Console. 

2 Click System => General > Server Information. 

3 Click the Ports and Queues tab. 

Figure 6: Configuring escalation pools 

4 Click in the Max Threads cell, and then specify the number of escalation pools 

(for example, 3). 

You can change the value to a maximum of 6. 

5 Click OK. 

Configuring Notification Engine escalation pools 


Extending the Notification Engine escalation pools 

Extending the Notification Engine escalation 

pools 

The out-of-the-box Notification Engine uses three escalations (each within its own 

escalation pool) to process the notification data within the NTE:SYS-Process 

Control form. Escalation pool 2 processes individual notifications and escalation 

pool 3 processes group notifications. 

The Notification Engine subsystem enables you to increase the number of escalation 

pools for processing individual and group notifications. 

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

notifications 

You can extend the escalation pools by using the round-robin algorithm that is in the 

following two filters: 

■ NTE:NPC:SetNonGroupEscalationPool_010_Set`! 

■ NTE:NPC:SetGroupEscalationPool_010_Set`! 

These filters are disabled by default, but you can enable and customize them to 

define additional escalation pools. 



Note 

Enabling these filters is a customization of the Notification Engine subsystem. If you 

install patches or later versions of BMC Remedy IT Service Management, back up 

your work so that it is not overwritten by the installer. 

To have two escalation pools to process individual notifications and three more 

escalation pools to process Group notifications, you must edit the filters. The 

following sections describe the workflow within these filters. 


NTE:NPC:SetNonGroupEscalationPool_010_Set`! 

To enable the proper sequence of the pools in the range between the Escalation Pool 

Start Range and Escalation Pool End Range values, the Escalation Pool Number field 

in the NTE:SYS-NT Process Control form is set by performing a modulo operation 

on the entry ID. The Escalation Pool Number value is then used as part of the 

qualification of the escalation, so that a particular escalation processes only 

notification records that match the Escalation Pool Number value. 

The modulo operation in the filter workflow finds the remainder of a (the dividend) 

by n (the divisor). The operation is represented as a%n. 

■ a = the z1D Integer01 field, which is a sequential number ($LASTID$). 

■ n = the z1D_GROUPMOD field, which is set by subtracting the Escalation Pool 

End Range from the Escalation Pool Start Range and adding 1. 

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

Range. 

Incrementing a by 1 for every new Notification Process Control record makes sure 

that the Escalation Pool Number value follows a round-robin approach that starts at 

the Escalation Pool Start Range value and ends with the Escalation Pool End Range 

value. For example, if you set the non-group (individual) escalations to run in 

escalation pools 2 and 3, the Escalation Pool Start Range is 2 and the Escalation Pool 

End Range is 3. The Escalation Pool Number value for each Notification Process 

Control record sequences between 2 and 3. 

The NTE:NPC:SetNonGroupEscalationPool_010_Set`! filter uses the workflow 

actions listed in the table below: 



Table 3: Workflow in NTE:NPC:SetNonGroupEscalationPool_010_Set`! filter 

Action Description 

Push Fields Creates the record in which to store the entry ID that is used to calculate the 

Escalation Pool Number value. The $LASTID$ function is used to get the entry ID 

number. 

Set Fields 

■ z1D_NONGROUPMOD = (Escalation Pool End Range - Escalation Pool Start 

Range) + 1 

■ z1D Integer01= $LASTID$ 

Set Fields EscalationPoolNumber = ($z1D Integer01$ % $z1D_NONGROUPMOD$) + 

Escalation Pool Start Range 


NTE:NPC:SetGroupEscalationPool_010_Set`! 

The NTE:NPC:SetGroupEscalationPool_010_Set`! filter works much like the 

NTE:NPC:SetNonGroupEscalationPool_010_Set`! filter, except that group 

escalation pools run in a round-robin fashion between escalation pool 4 and 

escalation pool 6. 

For example, if you set the group escalations to run in escalation pools 4 and 6, the 

Escalation Pool Start Range value is 4 and the Escalation Pool End Range value is 6. 

The Escalation Pool Number value for each Notification Process Control record 

sequences between 4 and 6. 

The NTE:NPC:SetGroupEscalationPool_010_Set`! filter uses the workflow 

actions listed in the table below: 

Table 4: Workflow in NTE:NPC:SetGroupEscalationPool_010_Set`! filter 

Action Description 

Push Fields Creates record to get entry ID that is used to calculate the Escalation Pool Number. 

The $LASTID$ function is used to get the entry ID number. 

Set Fields 

■ z1D_GROUPMOD = (Escalation Pool End Range - Escalation Pool Start Range) 

+ 1 

■ z1D Integer01= $LASTID$ 

Set Fields EscalationPoolNumber = ($z1D Integer01$ % $z1D_GROUPMOD$) + 

Escalation Pool Start Range 


Setting up escalation workflow to process the multithreaded 

individual and group notifications records 

In addition to the filters, BMC Remedy IT Service Management provides escalation 

workflow objects that you can enable for individual (non-group) and group 

notifications. These escalations serve as examples when enabling the multithreading 

filter workflow. 

The following escalations process individual (non-group) notifications. 

■ SYS:NPC:TriggerNonGroupNotificationsPool2 





The following escalations process group notifications. 

■ SYS:NPC:TriggerGroupNotificationsPool2 





To continue the example of setting up two escalation pools to process individual 

notification records and three escalation pools to process group notification records, 

you must perform the following procedure to enable the escalation workflow. 

To set up escalation workflow to process the multithreaded individual and 

group notification records 

1 Log in to your server with BMC Remedy Developer Studio. 

2 Disable the following escalations: 

■ SYS:NPC:TriggerNonGroupNotifications 

■ SYS:NPC:TriggerGroupNotifications 


3 Enable the following escalations (as shown in Figure 8 on page 26). 








Figure 8: Enabling escalation in BMC Remedy Developer Studio 

Figure 8 on page 26 shows that the 

SYS:NPC:TriggerNonGroupNotificationsPool2 escalation processes only 

individual notification records in which the EscalationPoolNumber is set to 2. In 

turn, the SYS:NPC:TriggerNonGroupNotificationsPool3 escalation processes 

individual notification records in which the EscalationPoolNumber is set to 3, 

and so on. 

The filter workflow in this example sets EscalationPoolNumber to 2, to 3, and 

then back to 2, and so on, in a round-robin fashion when individual notification 

records are created in the NTE:SYS-NT Process Control form. In the same way, 

the filter workflow sets the EscalationPoolNumber to 4, to 5, to 6, and then back 

to 4, and so on, when group notification records are created. 

As a result, for every unique EscalationPoolNumber that is generated, you must 

run the escalation workflow to process the notification records. BMC 

recommends that you match the Escalation Pool Number within the escalation 


workflow to the EscalationPoolNumber value in the records to simplify keeping 

track of the escalation pools. 

Disabling notifications 

Because workflow for customer notifications differs from support notifications, the 

procedure for disabling differs between the two. 

Disabling customer notifications 

When disabling customer notification events in the NTE:SYS-Define NT Events 

form, you do not need to disable the corresponding messages in the 

SYS:Notification Messages form. This is because each customer notification 

includes the following filters: 

■ The first filter checks whether the notification event is enabled. 

■ If the first filter found the enabled notification event, the second filter starts the 

notification process. Otherwise, it does nothing. 

However, if you disable the associated messages in the SYS:Notification 

Messages form, notification messages that are not being sent are easier to identify 

because administrators have to look at only a single form. 

Disabling support staff notifications 

You can disable support staff notifications in the SYS:Notification Messages 

form. There is no workflow associated with any status other than Enabled for all 

configuration data. Any record with the Status not set to Enabled is considered to be 

disabled, from a workflow perspective. You must decide how you want to use the 

provided status values and how you maintain the configuration data. 

The following table describes the recommended guidelines. 

Table 5: Guidelines for disabled support staff notifications 

Status Description 

Disabling notifications 

Proposed Data is part of a planned change to the configuration data but is not yet in use in 

the current environment. For example, a notification message has been entered 

and is awaiting approval before you enable it. 


Additional configuration options 

Status Description 

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

sent. 

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

Additional configuration options 

The following additional configuration options for Change Management and Asset 

Management notifications are available from the Application Administration Console. 

■ The Change Management Rules form (Custom Configuration > Change 

Management > Advanced Options > Rules) lets you configure the rules in which a 

Change Manager and Change Assignee are notified, based on Change status. 

Note 

Out-of-the-box notifications to the Change Manager and Change Assignee are 

configured only for the following change states: Request for Change, Planning 

In Progress, Scheduled for Approval, Canceled, Rejected, and Completed. 

■ The Asset Management Rules form (Custom Configuration > Asset 

Management > Advanced Options > Rules) lets you configure CI notifications so 

that when a CI's status is set to a particular value, the person who uses, manages, 

or supports the CI is notified. 


BMC Remedy ITSM notification 

events 

This appendix lists all the notification events used in BMC Remedy ITSM 7.6.00. 

BMC Remedy Incident Management 

notification events 

The following table describes BMC Remedy Incident Management notification events: 

Table 6: BMC Remedy Incident Management notification events 

Event Message tag Filter Description 

Assignment HPD-INC- 

AssigneeAssignmen 

t 


GroupAssignment 


ShiftGroupAssignm 

ent 

Cancellation HPD-INC- 

CustomerCancellati 

onNT 

Change 

Associations 

Known Error 

Solution 

HPD-CRQ- 

ChangeRequestStatu 

s 

HPD-PKE- 

PermanentSolution 

Determined 

HPD:INC:NTAssign 

ee_800_SetTag 

HPD:INC:NTAsgGr 

p_805_SetTag 

HPD:INC:NTAsgShi 

ftGrp_810_SetTag 

HPD:INC:NTCustC 

ancelled_857_SetTag 

HPD:HAS:NotifyIC 

Complt- 

NPC_100_Push 

HPD:HAS:NotifyKn 

wnErrPermSoln_806 

_PNPC 

A 

Notifies the Assignee when the assignment 

changes and the Incident is not Resolved. 

Notifies the Assigned Group when the 

assignment changes and the Incident is not 

Resolved. 

Notifies the Assigned Group Shift when the 

assignment changes and the Incident is not 

Resolved. 

Notifies the customer when the status of the 

Incident is changed to Cancelled. 

Notifies the Assigned Group when the 

status of an associated Change Request is 

changed to Completed. 

Notifies the Incident Assignee or the 

Assigned Group when the Resolution of an 

associated Known Error is modified. 

Appendix A BMC Remedy ITSM notification events 29

BMC Remedy Incident Management notification events 


Known Error 

Workaround 

OLA Resolution 

Escalated 

Notification 

OLA Resolution 

Escalated 


Ownership 

Assignment 

Ownership 

Assignment 

Problem 

Investigation 

Associations 

Problem 

Investigation 

Completion 

Requester 

Incident Receipt 

Confirmation 

Requester 

Incident Reopened 

Requester 

Incident 

Resolution 

Requester 

Incident 

Resolution 

HPD-PKE- 

TempWorkaroundD 

etermined 

HPD-INC- 

AssigneeOLAResolu 

tionEscalation 

HPD-INC- 

GroupAssignmentO 

LAResolutionEscala 

tion 

HPD-INC- 

OwnerAssignment 

HPD-INC- 

GroupOwnerAssign 

ment 

HPD-PBI- 

IncidentInvestigatio 

nAssociation 

HPD-PBI- 

InvestigationCompl 

eted 

HPD-INC- 

CustomerReceiptCo 

nfirmation 

HPD-INC- 

CustomerReOpenN 

T 

HPD-INC- 

CustomerResolution 

NT 

HPD-INC- 

DirectContactResolu 

tionNT 

Resolution HPD-INC- 

AssigneeDuplicateR 

esolution 


GroupAssignedDup 

licateResolution 

HPD:HAS:NotifyKn 

wnErrTempSoln_N 

PC_100_Push 

HPD:INC:NTOLAA 

ssignee_886_SetTag 

HPD:INC:NTOLAA 

ssignGrp_885_SetTa 

g 

HPD:INC:NTOwner 

_800_SetTag 


Grp_820_SetTag 



HPD:HAS:NotifyInc 

ident_NPC_100_Pus 

h 

HPD:HAS:NTPBICo 

mplt_NPC_100_Pus 

h 

HPD:INC:NTCustC 

onfirm_851_SetTag 

HPD:INC:NTCustR 

eOpen_855_SetTag 

HPD:INC:NTCustR 

es_853_SetTag 

HPD:INC:NTDirect 

ContactRes_853_Set 

Tag 

HPD:INC:NTAssign 

ee_845_DupRes- 

SetTag 

HPD:INC:NTAsgGr 

p_846_DupRes- 

SetTag 

30 BMC Remedy IT Service Management Notification Engine Guide 

Notifies the Incident Assignee or the 

Assigned Group when the Workaround of 

an associated Known Error is modified. 

Notifies the Incident Assignee when the 

Incident is escalated for OLA resolution. 

Notifies the Incident Assigned Group when 

the Incident is escalated for OLA resolution. 

Notifies the Assigned Owner when 

Ownership of the Incident has been set. 

Notifies the Assigned Owner Group when 

Ownership Group of the Incident has been 

set. 

Note: Filter 821 runs on Submit and filter 

820 runs on Modify. 

Notifies the Assignee or the Assigned Group 

when the Incident is associated to a Problem 

Investigation from the Problem 

Investigation form. 

Notifies the Assignee or the Assigned Group 

when an associated Problem Investigation is 

completed. 

Notifies the Requester when an open 

Incident is submitted. 

Notifies the Requester when an Incident that 

was Resolved is changed to open status. 

Notifies the Requester when an open 

Incident is Resolved or Closed. 

Notifies the Contact Person when an open 

Incident is Resolved or Closed. 

Notifies the Assignee when the duplicate 

Incident is Resolved by the original Incident. 

Notifies the Assignee Group when the 

duplicate Incident is Resolved by the 

original Incident.



GroupOwnerDuplic 

ateResolution 


GroupOwnerResolu 

tion 


OwnerDuplicateRes 

olution 


OwnerResolution 

SLA Resolution 

Escalation 


Escalation 


Escalation 


Escalation 


Escalation 


Escalation 

Unavailability 

Restored 

Vendor 

Assignment 

HPD-INC- 

GroupAssignmentS 

LAResolutionEscala 

tion 

HPD-INC- 

AssigneeSLAResolu 


HPD-INC- 

SVTMgrGroupAssig 

nmentResolutionEsc 

alation 

HPD-INC- 

SVTMgrOwnerGrou 

pResolutionEscalati 

on 

HPD-INC- 

SVTOwnerResolutio 

nEscalation 

HPD-INC- 

SVTOwnerGroupRe 

solutionEscalation 

AST-HPD- 

NotifyIncidentCIUA 

Restored 

HPD-INC- 

VendorAssignment 

NT 


Grp_841_DupRes- 

SetTag 


GrpRes_830_SetTag 


_840_DupRes- 

SetTag 


Res_825_SetTag 

HPD:INC:NTSLAAs 

signGrp_881_SetTag 

HPD:INC:NTSLAAs 

signee_884_SetTag 

HPD:INC:NTSVTM 

grAssignGrp_888_S 

etTag 

HPD:INC:NTSVTM 

grOwnerGrp_890_S 

etTag 

HPD:INC:NTSVTrO 

wner_883_SetTag 

HPD:INC:NTSVTO 

wnerGrp_882_SetTa 

g 

INT:ASTHPD:AAA: 

NotifyCIUARestore 

d_Incident_120_Sub 

mitNTE 

HPD:INC:NTVendo 

rAssignment_861_Se 

tTag 

BMC Remedy Incident Management notification events 

Notifies Incident Owner Group when the 

duplicate Incident is Resolved by the 

original Incident 

Notifies Incident Owner Group when the 

Incident has been resolved. 

Notifies Incident Owner when the duplicate 

Incident is Resolved by the original Incident. 

Notifies Incident Owner when the Incident 

has been resolved. 

Notifies Incident assignee group when the 

Incident has escalated for SLA resolution. 

Notifies Incident assignee when the Incident 

has escalated for SLA resolution. 

Notifies Incident Manager when the 

Incident has been escalated for service target 

resolution. 

Notifies the Incident Manager of the Owner 

Group when the Incident begins SLA 

escalation. 

Notifies the Incident Owner when the 

Incident is escalated for resolution according 

to the terms of the SLA. 

Notifies the Incident Owner Group when 

the Incident is escalated for resolution 

according to the terms of the SLA. 

Notifies the Incident Assignee or Assigned 

Group (if Assignee is blank) that the related 

CI Unavailability record has been restored 

(that is, the outage has been resolved), when 

a CI Unavailability record is set to Restored. 

The Notification is sent only to Assignees of 

Incidents that are related to the CI 

Unavailability record. 

Notifies Vendor Support Group. 


BMC Remedy Problem Management notification events 

BMC Remedy Problem Management 


The following table describes BMC Remedy Problem Management notification events: 

Table 7: BMC Remedy Problem Management notification events 



Restored 


Restored 

Solution 

Assignment 

Solution 

Assignment 

Problem 

Assignment 

Problem 

Assignment 

Problem 

Cancelled 

Problem 

Completed 

Problem 

Completed 

AST-PBI- 

NotifyInvestigationA 

ssigneeCIUARestore 

d 

AST-PBI- 

NotifyInvestigation 

ManagerCIUARestor 

ed 

PBM-KDB- 

AssigneeGroupAssig 

nment 

PBM-KDB- 

AssigneeIndivAssign 

ment 

PBM-PBI- 

ProblemGroupAssig 

nment 

PBM-PBI- 

ProblemAssigneeAss 

ignment 

PBM-PBI- 

ProblemInvestigatio 

nRequesterCancellati 

on 

PBM-PBI- 


nManagerGroupCo 

mpletion 

PBM-PBI- 


nManagerCompletio 

n 

INT:ASTHPD:AAA: 

NotifyCIUARestored 

_Incident_120_Subm 

itNTE 

INT:ASTPBM:AAA: 

NotifyCIUARestored 

_Investigaton_120_S 

ubmitNTEManager 

PBM:KDB:Assignee 


PBM:KDB:AssigneeI 

ndiv_810_SetTag 

PBM:PBI:AssgnGrp_ 

810_SetTag 

PBM:PBI:AssgnInd_ 

810_SetTag 

PBM:PBI:Cancelled_ 

830_Requester- 

SetTag 

PBM:PBI:Completed 

_820_PBMMgrGrp- 

SetTag 


_820_PBMMgr- 

SetTag 


Notifies the Problem Investigation 

Assignee that the related CI Unavailability 

has been restored. 

Notifies the Problem Investigation Problem 

Manager that the related CI Unavailability 

has been restored. 

Notifies the Assigned Group that the 

Solution assignment information has 

changed and there is no individual assignee. 

Notifies the Assignee that the Solution 

assignment information has changed. 


Problem Investigation assignment 

information has changed and there is no 

individual assignee. 

Notifies the Assignee that the Problem 

Investigation assignment information has 

changed. 

Notifies the Requester that the Problem 

Investigation has been cancelled by the 

Problem Manager. 

Notifies the Problem Manager Group that 

the Problem Investigation has been 

completed and there is no individual 

Problem Manager. 

Notifies the Problem Manager that the 

Problem Investigation has been completed.


Problem 

Completed 

Problem 

Manager 

Assignment 

Problem 

Manager 

Assignment 

Change 

Completed 

Change 

Completed 

Known Error 

Assignment 

Known Error 

Assignment 

Known Error 

Manager 

Assignment 

Known Error 

Manager 

Assignment 

PBM-PBI- 


nRequesterCompleti 

on 

PBM-PBI- 

ProblemManagerAss 

ignment 

PBM-PBI- 

ProblemManagerGro 

upAssignment 

PBM-PAS- 

AssigneeAssociated 

ChangeCompletion 

PBM-PAS- 

ManagerAssociated 


PBM-PKE- 

GroupAssignment 

PBM-PKE- 

AssigneeAssignment 

PBM-PKE- 

ProblemManagerAss 

ignment 

PBM-PKE- 

ProblemManagerGro 

upAssignment 


_830_Requester- 

SetTag 

PBM:PBI:PBMMgr_8 

00_SetTag 

PBM:PBI:PBMMgrGr 

p_800_SetTag 

PBM:PAS:NTICCom 

plt_803_Ass-PNPC 

PBM:PAS:NTICCom 

plt_802_Mgr-PNPC 

PBM:PKE:AssgneeG 

rpChg_803_SetTag 

PBM:PKE:AssgneeIn 

dChg_802_SetTag 

PBM:PKE:PBMMgrC 

hg_800_SetTag 

PBM:PKE:PBMMgrG 

rpChg_801_SetTag 

BMC Remedy Change Management 


BMC Remedy Change Management notification events 

Notifies the Requester that the Problem 

Investigation has been completed. 


Problem Manager assignment information 

has changed. 

Notifies the Problem Manager Group that 

the Problem Manager assignment 

information has changed and there is no 

individual assignee. 

Notifies the Problem Assignee that a 

change request related to the Problem 

Investigation has been completed. 

Notifies Problem Manager that an related 

to the Problem Investigation has been 

completed. 


Known Error assignment information has 

changed and there is no individual assignee. 

Notifies the Assignee that the Known Error 



Known Error Problem Manager 



Known Error Problem Manager 

assignment information has changed and 

there is no individual assignee. 

The following table describes BMC Remedy Change Management notification events: 



Table 8: BMC Remedy Change Management notification events 


Requester 

Change 

Cancellation 

Requester 

Change 

Cancellation 

Requester 

Change 

Cancellation 

Requester 

Completion 

Requester 

Change Receipt 

Confirmation 

Requester 

Change 

Scheduled 

Requester 

Change Rescheduled 

Requester 

Change Rescheduled 

Requester 

Rejection 

Requester 

Rejection 

Change 

Assignee 

Assignment 

CHG-CRQ- 

Customer- 

CancellationNotifica 

tion 

CHG-CRQ- 

RequesterNonSG- 


tion 

CHG-CRQ- 

Requester- 


tion 

CHG-CRQ- 

Customer- 

CompletionNotificat 

ion 

CHG-CRQ- 

Customer- 

ReceiptConfirmatio 

n 

CHG-CRQ- 

Customer- 

ScheduledNotificati 

on 

CHG-CRQ- 


RFCRescheduled 

CHG-CRQ- 

Requester- 

RFCRescheduled 

CHG-CRQ- 


RFCReturnedtoDraf 

t 

CHG-CRQ- 

Requester- 

RFCReturnedtoDraf 

t 

CHG-CRQ- 

Assignee- 

Group&IndividualR 

eassignment 

CHG:CRQ:NTCustC 

ancel_858_SetTag 

CHG:CRQ:StatusCa 

ncelled_858_Rqstern 

onSupportGrp- 

SetTag 

CHG:CRQ:StatusCa 

ncelled_858_Rqster- 

SetTag 


ompletion_855_SetT 

ag 


onfirm_803_SetTag 

CHG:CRQ:NTCustS 

cheduled_850_SetTa 

g 

CHG:CRQ:StatusDr 

aftNonSupportGrpS 

etTag_110_Submit 


aftSetTag_100_Subm 

it 


aftNonSupportGrpS 



aft- 

SetTag_120_Submit 

CHG:CRQ:ChgAssi 

gnee- 

ReassignSetTag_330 

_Submit 


Notifies the customer that the change 

request is set to the Cancelled status. 

Notifies the requester that the change 


Notifies the Requester that the change 


Notifies the customer that the change 

request is set to the Completed status. 

Notifies the customer that a change request 

has been submitted. 

Notifies customer that the change request is 

set to the Scheduled status. 

Notifies Requester that the change request 

has been rescheduled. 


has been rescheduled. 


has been returned to the Draft status. 


has been returned to the Draft status. 

Notifies change assignee that a change has 

been reassigned to him.


Implementer 

Assignment 

Change 

Manager 

Assignment 

Change 

Assignee 

Planning 

Change 

Assignee Latent 

Completion 

Change 

Assignee Latent 

Completion 

Change 

Manager Latent 

Completion 

Change 

Manager Rescheduled 

Change 

Manager Rescheduled 

Change 

Assignee Rescheduled 

Change 

Assignee 

Scheduled 

CHG-CRQ- 

Implementer- 


eassignment 

CHG-CRQ- 

Manager- 


eassignment 

CHG-CRQ- 

AssigneeGroup- 

PIPAcceptedGroup 

Assignment 

CHG-CRQ- 

Assignee- 

PIPAcceptedAssign 

ment 

CHG-CRQ- 

Assignee- 

LatentCompletionN 

otification 

CHG-CRQ- 

Manager- 

LatentCompletionN 

otification 

CHG-CRQ- 

ManagerGroup- 

RescheduledRFCGr 

oupAssignment 

CHG-CRQ- 

Manager- 

RescheduledRFCAss 

ignment 

CHG-CRQ- 


RescheduledRFCGr 

oupAssignment 

CHG-CRQ- 

Assignee- 

RescheduledRFCAss 

ignment 

Approval CHG-CRQ- 

Manager- 

ApprovalRejected 

CHG:CRQ:ChgImpl 

ementerReassignSet 

Tag_340_Submit 

CHG:CRQ:ChgMgr 

ReassignSetTag_350 

_Submit 

CHG:CRQ:StatusPIP 

AcceptedCAGrpSet 



AcceptedCASetTag_ 

180_Submit 

CHG:CRQ:LatentC 

HGCloseCASetTag_ 

360_Submit 

CHG:CRQ:LatentC 

HGCloseCMSetTag_ 

370_Submit 

CHG:CRQ:ReSchRF 

CCABGrpSetTag_40 

0_Submit 


CCABMgrSetTag_38 

0_Submit 


CChgAssgnGrpSetT 

ag_410_Submit 


CChgAssgnSetTag_ 

390_Submit 

CHG:CRQ:NotifyOn 

RejectApproval-CM 


Notifies change implementer that a change 

has been reassigned to him. 

Notifies change manager that a change has 

been reassigned to him. 

Notifies change assignee group that the 

change request is set to the Planning In 

Progress status. 


change request is set to the Planning In 


Notifies change assignee that a change has 

been completed as a latent change. 

Notifies change manager that a change has 

been completed as a latent change. 

Notifies change manager group of change 

manager assignment for a rescheduled 

change request. 

Notifies change manager of change manager 

assignment for a rescheduled change request. 

Notifies change assignee group of 

assignment for a rescheduled change request. 

Notifies change assignee of assignment for a 

rescheduled change request. 

Notifies the assignee that the change has 

been rejected during an approval phase. 




Approval CHG-CRQ- 

ManagerGroup- 

ApprovalRejected 

Change 

Manager Next 

Dependent 

Change 

Non-Approval 

Information 

Non-Approval 

Information 

Non-Approval 

Information 

Change 

Assignee 

Completion 

Change 

Assignee 

Completion 

Change 

Manager 

Completion 

Change 

Manager 

Completion 

CHG:CRQ:NotifySu 

pDepChgClos_795_ 

NO 

CHG-NAN- 

InformationalNonA 

pprovalNTForGrou 

p 

CHG-NAN- 


pprovalNTForIndivi 

dual 

CHG-NAN- 


pprovalNTForIndivi 

dual 

CHG-CRQ- 

Assignee- 

Group&IndividualC 

ompletionNotificati 

on 

CHG-CRQ- 

Assignee- 

Group&IndividualFi 

nalReviewComplete 

d 

HG-CRQ-Manager- 

Group&IndividualC 

ompletionNotificati 

on 

CHG-CRQ- 

Manager- 



d 

CHG:CRQ:NotifyOn 

RejectApproval- 

CMGrp 

CHG:CRQ:NotifySu 

pDepChgClos_795_ 

NO 

APR:NAN:NotifyGr 

oup_820`! 

APR:NAN:NotifyIn 

dividual_810_NotifT 

ype`! 

APR:NAN:NotifyIn 

dividual_810`! 

CHG:CRQ:StatusCo 

mpleted_855_CA 

+CAGrp-SetTag 


mpletedWReason_8 

55_CA+CAGrp- 

SetTag 


mpleted_855_CM 

+CMGrp-SetTag 


mpletedWReason_8 

55_CM+CMGrp- 

SetTag 


Notifies the assignee group that the change 

has been rejected during an approval phase. 

Notifies the change supervisor that previous 

dependent (with lower sequence number) 

changes have been resolved. 

Note: This filter is disabled by default. 

Notifies non-approver group that the change 

request has completed an approval process 

phase. 

Note: This special filter is used with 

approvals for performing notifications. 

Notifies non-approver (support individual) 

that the change request has completed an 

approval process phase. 



Notifies non-approver (non-support 

individual) that the change request has 

completed an approval process phase. 



Notification to change assignee group that 

the change request is set to the Completed 

status. 

Notification to change assignee that the 

change request is set to the Completed 

status and the change request status reason 

is Final Review Complete. 

Notification to change manager that the 

change request is set to the Completed status. 

Notification to change manager that the 

change request is set to the Completed 

status and the change request status reason 

is Final Review Complete.


Requester 

Completion 

Requester 

Completion 

Change 

Manager 

Predecessor 

Completion 

Change 

Assignee Preplanning 

Change 

Assignee Preplanning 

Change 

Manager Preplanning 

Change 

Manager Preplanning 

Change 

Manager 

Planning 

Change 

Manager 

Planning 

CHG-CRQ- 




CHG-CRQ- 

Requester- 



CHG-CRQ- 

PredecessorStatusInf 

ormation 

CHG-CRQ- 


RFCGroupAssignm 

ent 

CHG-CRQ- 

Assignee- 

RFCAssignment 

CHG-CRQ- 

ManagerGroup- 

RFCGroupAssignm 

ent 

CHG-CRQ- 

Manager- 

RFCAssignment 

CHG-CRQ- 

ManagerGroup- 

PIPAcceptedGroup 

Assignmen 

CHG-CRQ- 

Manager- 

PIPAcceptedAssign 

ment 


mpleted_855_Rqster 

NonSupportGrp- 

SetTag 


mpleted_855_Rqster 

-SetTag 

CHG:CHA:NotifyID 

Complt_801_PNPC 

CHG:CRQ:StatusRF 

CCAGrpSetTag_150 

_Submit 


CCASetTag_140_Su 

bmit 


C_815_CMGrp- 

SetTag 


CCMSetTag_160_Su 

bmit 


AcceptedCMGrpSet 



AcceptedCMSetTag 

_190_Submit 


Notification to Requester that the change 


Notification to Requester that the change 


Notifies change manager of a predecessor 

Change completion. 


change request is set to the Request for 

Change status. 

Note: You can configure this setting in the 

change configuration rules. 

Notifies change assignee that the change 

request is set to the Request for Change status. 



Notifies change manager group that the 

change request is set to the Request for 

Change status. 



Notifies change manager that a change 

request is set to the Request for Change status. 




change request is set to the Planning in 




Notifies change manager that the change 

request is set to the Planning in Progress 

stage. 






Change 

Assignee 

Planning 

Change 

Assignee 

Assignment 

Implementer 

Assignment 

Change 

Manager 

Assignment43 

Change 

Manager 

Assignment 

Change 

Assignee 

Scheduled For 

Review 

Change 

Assignee 

Scheduled For 

Review 

Change 

Manager 

Scheduled for 

Review 

Change 

Manager 

Scheduled for 

Review 

CHG-CRQ- 


PIPAssignedGroup 

Assignment 

CHG-CRQ- 

Assignee- 

PIPAssignedAssign 

ment 

CHG-CRQ- 

ImplementerGroup- 


Assignment 

CHG-CRQ- 

ManagerGroup- 


Assignment 

CHG-CRQ- 

Manager- 


ment 

CHG-CRQ- 


SFRGroupNotificati 

on 

CHG-CRQ- 

Assignee- 

SFRNotification 

CHG-CRQ- 

ManagerGroup- 

SFRGroupNotificati 

on 

CHG-CRQ- 

Manager- 

SFRNotification 


AssignedCAGrpSet 



Assigned_817_CA- 

SetTag 


AssignedCImpGrpS 



AssignedCMGrpSet 



Assigned_817_CSet 

Tag 

CHG:CRQ:StatusSch 

edForRevCAGrpSet 



edForRevCA_818_S 

etTag 


edForRevCMGrpSet 



edForRevCMSetTag 

_270_Submit 









status. 



Notifies change implementer group that the 










status. 




change request is set to the Scheduled For 

Review status. 


request is set to the Scheduled For Review 

status. 


change request is set to the Scheduled For 

Review status. 


request is set to the Scheduled For Review 

status.


Implementer 

Planning 

Implementer 

Scheduled 

Implementer 

Scheduled 

Change 

Assignee 

Scheduled 

Change 

Assignee 

Scheduled 

Change 

Manager 

Scheduled 

Change 

Manager 

Scheduled 

Requester 

Change 

Scheduled 

Requester 

Change 

Scheduled 

Change 

Assignee 

Completion 

CHG-CRQ- 

Implementer- 


ment 

CHG-CRQ- 

ImplementerGroup- 

ScheduledGroupAss 

ignment 

CHG-CRQ- 

Implementer- 

ScheduledAssignme 

nt 

CHG-CRQ- 


ScheduledNoImpact 

GroupNotification 

CHG-CRQ- 

Assignee- 



CHG-CRQ- 

ManagerGroup- 


GroupNotification 

CHG-CRQ- 

Manager- 



CHG-CRQ- 



on 

CHG-CRQ- 

Requester- 


on 

CHG-CRQ- 

Assignee- 



d 


AssignedCImpSetTa 

g_210_Submit 


eduled_850_CImpG 

rp-SetTag 


eduled_850_CImp- 

SetTag 


eduledNoImpct_850 

_CAGrp-SetTag 



_CA-SetTag 



_CMGrp-SetTag 



_CSetTag 


eduled_850_Rqster 

NonSupportGrp- 

SetTag 


eduled_850_Rqster- 

SetTag 


mpletedWReasonW 

Tsk_856_CA 

+CAGrp-SetTag 


Notifies change implementer that the change 

request is set to Planning in Progress and 

status reason is Assigned, or the change 

request is set to Planning in Progress and the 

status reason is set to Assigned from 

Accepted. This request does not include a 

task. 

Notifies change implementer group that the 

change request is set to the Scheduled status. 

Notifies change implementer the change 

request is set to the Scheduled status. 

Notifies change assignee group that the No 

Impact change request is set to the 

Scheduled status. 

Notifies change assignee that the No Impact 


Notifies change manager group that the No 



Notifies change manager group that the No 



Notifies non-support staff member that the 


Notifies member of the support staff that the 



request is set to the Completed status with a 

status reason of Final Review Complete. All 

tasks in the request have been completed. 




Release Management notification events 

Release Management notification events 

The following notification events are related to release management. Configure the 

rules in which the support staff is notified in the Release Notification Rules form. For 

example, you can configure that the release manager is notified when the Milestone 

of a release is set to Planning and the Status is set to Planning Approval. For more 

information, see the BMC Remedy IT Service Management 7.6.00 Configuration Guide . 

Table 9: Release Management notification events 


Release 

Assigned 

RMS-APR- 

ApprovalNTForIndi 

vidual 

Release Updated RMS- 

RLM_Requester- 

ReleaseCompletion 


Not Applicable Notifies support staff individual that a 

release has been assigned to him or her. 

Not Applicable Notifies requester that the release request 

has been completed by the support staff. 

Activity module notification events 

The following notification events are related to the activity module. Configure the 

rules in which the support staff is notified in the Activity Notification Rules form. 

For more information, see the BMC Remedy IT Service Management 7.6.00 

Configuration Guide . 

Table 10: Activity module notification events 


Activity 

Assigned 

Activity 

Assigned 

Activity Status 

Changed 

AAS_AAS_Assigne 

d_Group 

AAS_AAS_Assigne 

d_Individual 

AAS_AAS_StatusCh 

anged 

Not Applicable Notifies support staff group that an activity 

has been assigned to them. 

Not Applicable Notifies support staff individual that an 

activity has been assigned to him or her. 

Not Applicable Notifies support staff that the status of an 

activity has been changed. 

Task Management System notification events 

The following table describes Task Management System notification events: 


Table 11: Task Management System notification events 


Task Assigned TMS_TAS_Assigned 

_Individual 


_Individual 


_Individual 


_Group 

Task Status 

Changed 

TMS_TAS_StatusCh 

anged 

TMS:TAS:Assignme 

nt_StartPostAssign 

mentProcess 


nt_StartManualAssi 

gnmentProcess 


nt_StartManualAssi 

gnmentProcess_Sub 

mit 

TMS:TAS:Notificati 

on_AssignedToGro 

up_CallGUIDE 

TMS:TAS:StatusCha 

ngedCallNotifyGuid 

e 

Notifies assignee when the assignment 

engine modifies the task and the Assignee+ 

field is not empty. No notifications are sent 

to the assignee group. 

Notifies assignee when you modify a task if 

you enter a different assignee from the 

Assignee+ field. The new assignee cannot 

match the previous assignee. No 

notifications are sent to the assignee group. 

Notifies assignee when creating a task if you 

enter an assignee in the Assignee+ field. No 

notifications are sent to the assignee group. 

Note: If a notification is created but does not 

have a status of "Assigned," and Notify 

Assignee is set to "Yes," a notification will 

not be sent out. 

Notifies the Assigned Group when the Task 

status is changes to "Pending" and the Status 

Reason is set to ""Assignment". 

Notifies assignee when you modify a task 

and change its status. If there is no assignee 

specified in the Assignee+ field, the assignee 

group is notified. 

BMC Remedy Asset Management notification 

events 

The following table describes BMC Remedy Asset Management notification events: 

Table 12: Asset Management notification events 


Approval AST-APR- 

ApprovalNTForIndi 

vidual 

AST:ARD:NewAppr 

ovalNotification- 

ParseApprovers- 

NotifySupport`! 

BMC Remedy Asset Management notification events 

Notifies the requester’s manager that a 

purchase requisition requires approval. 


BMC Remedy Asset Management notification events 


Asset Scheduled 

Maintenance 

Bulk Inventory 

Reorder 

CI Status 

Change 

Configuration 

Item Approval 

Configuration 

Scheduled 

Maintenance 

Contract 

Expiration 

Contract 

Expiration 

Warning 

Resolution 

Escalation 

Resolution 

Escalation 

Resolution 

Escalation 

Resolution 

Escalation 

Resolution 

Escalation 


Assignment 

AST-AVI- 

AssetScheduledMai 

ntenance 

AST-AIQ- 

BulkInventoryReord 

er 

AST-SHR- 

ConfigItemStatusCh 

ange 

AST-ANF- 

ConfigurationItemA 

pproval 

AST-AVI- 

ConfigurationSched 

uledMaintenance 

AST-CON- 

OwnerGroup- 

ContractExpiry 

AST-CON- 

OwnerGroup- 

ContractExpiryWar 

ning 

AST-AOT- 

AssigneeOLAResolu 


AST-AOT- 

GroupOLAResoluti 

onEscalation 

AST-AOT- 

AssigneeSLAResolu 


AST-AOT- 

GroupSLAResolutio 

nEscalation 

AST-AOT- 

SVTAssignMgrGrou 

pResolutionEscalati 

on 

AST-AOT- 

CIUAAssigneeAssig 

nment-NoXREF 

AST:Asset Schedule 

View_NotifyofExpir 

e04_Asset 

ASI:AIQ:NotifyReor 

der_803 

ASI:AEO:NotifyPeo 

ple_850_`! 

AST:ANF:StartAppr 

ovalProcess_600 

AST:AVI:NotifyofEx 

pire_804_Asset 

AST:CTB:SendExpir 

edMsgGrp04`! 

AST:CTB:NotifyofE 

xpire04`! 

AST:CTB:NotifyofE 

xpireGroup04`! 

AST:AOT:NTOLAA 

ssignee_812_SetTag 

AST:AOT:NTOLAA 

ssignGrp_815_SetTa 

g 

AST:AOT:NTSLAAs 

signee_816_SetTag 

AST:AOT:NTSLAAs 

signGrp_811_SetTag 

AST:AOT:NTSSVT 

MgrAssignGrp_816_ 

SetTag 

AST:AOT:NTAssign 

ee-NoXR_805 


Notifies Asset Manager of next scheduled 

maintenance/audit date for an Asset. 

Notifies either Group Owner or Inventory 

Owner that a bulk item needs to be reordered. 

Notifies individual or group when a CI 

changes key attributes, such as status or 

categorization. 

Notification message is hard coded in this 

filter. Message tag in SYS:Notification 

Messages form is not used. 

Notifies Asset Notification Contract of next 

scheduled maintenance date for a 

configuration. 

Notifies the Contract Owner Group when 

the current date is later than the Contract 

Expiry Date. 

Notifies the Contract Owner Group or 

Individual when the current date is within 

the specified number of days of the Contract 

Expiry Date. 

Notifies the designated group or individual 

when an Unavailability record is not 

Restored and the time allotted for resolution 

by the corresponding OLA has elapsed. 

Notifies the assigned group when an 

Unavailability record is escalated for OLA 

resolution. 

Notifies the assignee when an Unavailability 

record is escalated for SLA resolution. 

Notifies the assignee group when an 

Unavailability record is escalated for SLA 

resolution. 

Notifies the individual or assignee group 

availability manager when an Unavailability 

record is escalated for SLA resolution. 

Notifies the assignee of an open 

Unavailability record when the assignment 

changes and is not cross-referenced to 

another request.



Assignment 


Assignment 


Assignment 

Configuration 

Item Approval 

Configuration 

Scheduled 

Maintenance 

Asset Scheduled 

Maintenance 

AST-AOT- 

CIUAAssigneeAssig 

nment-XREF 

AST-AOT- 

CIUAGroupAssign 

ment-NoXREF 

AST-AOT- 

CIUAGroupAssign 

ment-XREF 

AST-ANF- 

ConfigurationItemA 

pproval 

AST-AVI- 

ConfigurationSched 

uledMaintenance 

AST-AVI- 

AssetScheduledMai 

ntenance 

AST:AOT:NTAssign 

ee-XREF_800 

AST:AOT:NTAsgGr 

p-NoXREF_815 

AST:AOT:NTAsgGr 

p-XREF_810 

AST:ANF:NotifyExp 

ireIndiv805 

AST:ANF:NotifyExp 

ireGrp_804 


pire_804_Config 


pire_804_Asset 

Notifies the assignee of an open 


changes and is cross-referenced to another 

request. 

Notifies the assigned group of an open 


changes and is not cross-referenced to 

another request. 

Notifies the assigned group of an open 


changes and is cross-referenced to another 

request. 

Notifies approving manager that 

Configuration Catalog Item requires 

approval. 


maintenance date for a configuration. 


maintenance/audit date for an Asset. 

License Management notification events 

The following table describes License Management notification events: 

Table 13: License Management notification events 


Certificate 

Breach Warning 

Certificate 

Breach Warning 

Certificate 

Historical 

AST-ALC- 

CertificateLevel1Bre 

achWarning 

AST-ALC- 

CertificateLevel2Bre 

achWarning 

AST-ALC- 

CertificateExpiratio 

n 

AST:ALC:BreachLev 

el01Warning_850_Se 

tNotifTag 

AST:ALC:BreachLev 

el02Warning_850_Se 

tNotifTag 

AST:ALC:StatusExp 

ired_850_SetNotifTa 

g 

License Management notification events 

Notifies support staff that the license 

certificate is approaching Level 1 Breach. 


certificate is approaching Level 2 Breach. 


certificate has expired. 


Global notification events 


Certificate 

Historical 

Certificate 


Warning 

Certificate Out 

of Compliance 

Certificate 

Owner 

Assignment 

Certificate 

Owner 

Assignment 

AST-ALC- 

CertificateHistorical 

AST-ALC- 

NotificationWarnin 

g 

AST-ALC- 

CertificateOutOfCo 

mpliance 

AST-ALC- 

CertificateOwnerAs 

signment 

AST-ALC- 

CertificateOwnerGr 

oupAssignment 

AST:ALC:StatusHist 

orical_850_SetNotif 

Tag 

AST:ALC:Notificati 

onWarning_850_Cal 

lNotifGuide 

AST:ALC:Complian 

ceStatus_850_SetNot 

ifTag 

AST:ALC:OwnerSu 

pportGroupAssigne 

e_850_SetNotifTag 

AST:ALC:OwnerSu 

pportGroup_850_Se 

tNotifTag 

Global notification events 

The following table describes Global notification events: 

Table 14: Global notification event 


Reminder 


FND-REM- 

ReminderNotificatio 

n 

CFG:SMI:SendRemi 

nder_800 


Notifies support staff that the status of the 

license certificate has been set. 


certificate will expire at a set date. 


certificate is out of compliance. 

Notifies support staff individual that the 

license certificate has been assigned to him 

or her. 

Notifies support staff group that the license 

certificate has been assigned to them. 

Reminder.

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