BMC Remedy IT Service Management Notification Engine Guide

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
Notification system process control
Chapter 1 BMC Remedy ITSM Notification Engine 11