BMC Remedy IT Service Management Notification Engine Guide

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.
Chapter 1 BMC Remedy ITSM Notification Engine 27