BMC Remedy IT Service Management Notification Engine Guide

More documents

Recommendations

Info

BMC Remedy Asset Management notification events Event Message tag Filter Description 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 Unavailability 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 tionEscalation AST-AOT- GroupOLAResoluti onEscalation AST-AOT- AssigneeSLAResolu tionEscalation 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 42 BMC Remedy IT Service Management Notification Engine Guide 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.
Event Message tag Filter Description Unavailability Assignment Unavailability Assignment Unavailability 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 AST:AVI:NotifyofEx pire_804_Config AST:AVI:NotifyofEx pire_804_Asset Notifies the assignee of an open Unavailability record when the assignment changes and is cross-referenced to another request. Notifies the assigned group of an open Unavailability record when the assignment changes and is not cross-referenced to another request. Notifies the assigned group of an open Unavailability record when the assignment changes and is cross-referenced to another request. Notifies approving manager that Configuration Catalog Item requires approval. Notifies Asset Manager of next scheduled maintenance date for a configuration. Notifies Asset Manager of next scheduled maintenance/audit date for an Asset. License Management notification events The following table describes License Management notification events: Table 13: License Management notification events Event Message tag Filter Description 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. Notifies support staff that the license certificate is approaching Level 2 Breach. Notifies support staff that the license certificate has expired. Appendix A BMC Remedy ITSM notification events 43
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 and 12: notification determine whether the
Page 13 and 14: Notification interface The NTE:Noti
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: Table 11: Task Management System no
Page 46: 49532 *174240*

BMC Remedy IT Service Management Notification Engine Guide

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?