BMC Remedy IT Service Management Notification Engine Guide

Contents
Chapter 1 BMC Remedy ITSM Notification Engine 7
Notification Engine overview .........................................................................................7
Notification Engine architecture .....................................................................................8
System Events and Message Catalog .............................................................................9
NTE:SYS-Define NT Events form ........................................................................9
NTE:CFG-Notification Events form ..................................................................10
SYS:Notification Messages form ........................................................................10
Notification system process control .............................................................................11
Notification interface ......................................................................................................13
Notification audit ............................................................................................................13
Invoking the notification subsystem ............................................................................14
Notification transaction process ...................................................................................15
Notification workflow ....................................................................................................16
Additional notification forms .......................................................................................17
Configuring notifications ...............................................................................................18
Globally modifying system default settings ....................................................18
Modifying notification message text .................................................................19
Configuring support group notifications .........................................................20
Configuring Notification Engine escalation pools .....................................................21
Extending the Notification Engine escalation pools ..................................................22
Multithreading filter workflow for
NTE:NPC:SetNonGroupEscalationPool_010_Set`! .........................................23
Multithreading filter workflow for
NTE:NPC:SetGroupEscalationPool_010_Set`! .................................................24
Setting up escalation workflow to process the multithreaded individual and
group notifications records ................................................................................25
Disabling notifications ...................................................................................................27
Disabling customer notifications .......................................................................27
Disabling support staff notifications .................................................................27
Additional configuration options .................................................................................28
Appendix A BMC Remedy ITSM notification events 29
BMC Remedy Incident Management notification events .........................................29
BMC Remedy Problem Management notification events .........................................32
BMC Remedy Change Management notification events ..........................................33
Release Management notification events ....................................................................40
Contents 5