BMC Remedy IT Service Management Notification Engine Guide

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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. Configuring notifications Individual Notification preferences are configured on the CTM:People form for each support person. Notification preferences vary by application or module, such as BMC Remedy Asset Management and BMC Remedy Change Management, and by event, such as asset scheduled maintenance. Default notification preferences are predefined for each module and event. If the default setting does not meet your needs, you can turn off a notification by setting Notification Availability to No. You can set the notification language for each notification message. Note User notification preferences override system notification preferences. Globally modifying system default settings You can globally modify the system default settings by retrieving the record for the Notification Event (for example, User) or the Notification Event Type of System Default in the NTE:CFG-Notification Events form. 18 BMC Remedy IT Service Management Notification Engine Guide
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). Configuring notifications You can used field variables in the notification message text fields by enclosing them in #. They are translated by workflow. Using field variables in notification messages other than the default text requires customization to create the corresponding translation workflow. Chapter 1 BMC Remedy ITSM Notification Engine 19
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