BMC Remedy IT Service Management Notification Engine Guide

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Notification system process control Note The NTE:SYS-Process Control form is the center of the Notification Engine; it is what initiates a notification. During an initial submission or update of a record in one of the BMC Remedy IT modules, workflow creates a record in the NT:SYS-NT Process Control form. This record is processed by the escalations listed in the table below. Table 1: NT:SYS-NT Process Control escalations Escalation 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. 12 BMC Remedy IT Service Management Notification Engine Guide
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. Chapter 1 BMC Remedy ITSM Notification Engine 13
Page 1 and 2: BMC Remedy IT Service Management No
Page 3 and 4: Support website Customer support Yo
Page 5 and 6: Contents Chapter 1 BMC Remedy ITSM
Page 7 and 8: BMC Remedy ITSM Notification Engine
Page 9 and 10: ■ System process control—Proces
Page 11: notification determine whether the
Page 15 and 16: Notification transaction process A
Page 17 and 18: CTM:People form to see whether the
Page 19 and 20: To globally modify system default s
Page 21 and 22: Configuring Notification Engine esc
Page 23 and 24: Extending the Notification Engine e
Page 25 and 26: Setting up escalation workflow to p
Page 27 and 28: workflow to the EscalationPoolNumbe
Page 29 and 30: BMC Remedy ITSM notification events
Page 31 and 32: Event Message tag Filter Descriptio
Page 41 and 42: Table 11: Task Management System no
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BMC Remedy IT Service Management Notification Engine Guide

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