BMC Remedy IT Service Management - ITSM Notification Engine

BMC Remedy IT Service
Management Notification
Engine Guide
Supporting
BMC Remedy Asset Management version 7.6.04
BMC Remedy Change Management version 7.6.04
BMC Remedy Service Desk version 7.6.04
January 2011
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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
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
Activity module notification events

.............................................................................40
Task Management System notification events
...........................................................40
BMC Remedy Asset Management notification events
..............................................41
License Management notification events
....................................................................43
Global notification events
..............................................................................................44
BMC Remedy IT Service Management Notification Engine Guide
1
BMC Remedy ITSM Notification
Engine
This chapter helps you understand the BMC Remedy IT Service Request
Management (BMC Remedy ITSM) Notification Engine.
Notification Engine overview

This guide describes the major components and process flow of BMC Remedy IT
Service Management (BMC Remedy ITSM) Notification Engine. By understanding
how all of the pieces work together, you can intelligently change the default
configuration or make any necessary customizations to meet your organization's
needs. .
Note
This guide is an addendum to the BMC Remedy IT Service Request Management

Administration Guide.
To improve performance and scalability, the 7.6.04 version of the Notification Engine
improves group notification processing and processes all notifications
asynchronously.
The Notification Engine provides a back-end workflow model for defining which
notifications should be sent, based on events in the application.
To configure notifications, the primary option provided with the BMC Remedy
ITSM 7.6.04 Suite is exposed on the People form for support staff. Additional behindthe-scenes configuration is available through back-end forms, but you must
understand how all of the pieces fit together before attempting these types of changes.
The Notification Engine provides the following primary functions:
Chapter 1 BMC Remedy ITSM Notification Engine 7
Determines notification recipients (group or individual).

Specifies the notification text.
Initiates the notification delivery (BMC Remedy Alert, email, or pager).
Logs the notification details.

The BMC Remedy ITSM notification subsystem is available to all BMC Remedy
ITSM applications and is connected to the BMC Remedy Action Request System
(AR System) Email Engine.
Figure 1: Notification Engine architecture
Major components
The following major components make up the notification subsystem architecture:
System Events and Message CatalogDefines notification events and notification
text.
8 BMC Remedy IT Service Management Notification Engine Guide
System process controlProcesses each notification event received from various
BMC Remedy ITSM modules.
Notification interfaceSends the formatted notification (alert, email, pager).

Notification auditAudits each notification that is visible from the BMC Remedy
ITSM modules.
Configuration settings and user preferencesManages system default
notifications and user notification preferences.

The System Events and Message Catalog contains all valid notification event
definitions available in the notification subsystem. The following primary forms
make up this catalog:
NTE:SYS-Define NT Events
NTE:CFG-Notification Events
SYS:Notification Messages
NTE:SYS-Define NT Events form

Notification events are defined in the NTE:SYS-Define NT Events form and are
specific to a BMC Remedy ITSM module (Incident, Problem, Change, Request,
Purchase Requisition, Asset, and so on). Notification events are primarily configured
for internal support staff notification, which is indicated by the Yes flag in the
Support Staff Event field.
When the Support Staff Event field is set to Yes, a corresponding record in the NTE:CFGNotification Events form must specify the default preferences for this
notification event.
The notification is sent according to the system default preferences, unless you have
created your own entry for this event in NTE:CFG-Notification Events.
Note
User-defined events take precedence over system-defined events.
You can also use notification events for email notifications to customers who might
not have a login ID or access to the application. To use notification events this way,
set the Support Staff Event field to No.
WARNING
Remember that all customer notifications are sent by email. You cannot change this
setting without customization to the Notification Engine settings. If you install
patches or later versions of the BMC Remedy IT Service Management, back up your
work so that it is not overwritten by the installer. This warning applies to all
customizations that you make to the Notification Engine.
Note
Because Problem Management is a process internal to the support organization, the

Problem Management module has no customer notification events.
NTE:CFG-Notification Events form

The NTE:CFG-Notification Events form stores all system-wide and user-specific
preferences for predefined internal (support staff) notification events. Preferences
defined here include the notification method (email or alert), whether a pager
notification is sent, business hour usage, holiday usage, and whether the message is
a group or individual notification.
Additional application preferences are also available, such as including priority for
Incident Management and Problem Management, or Timing for a Change type
notification.
SYS:Notification Messages form

The SYS:Notification Messages form contains the notification text for each event.
The combination of Notification Message Tag, Locale, and Company fields must be
unique. The notification workflow uses the Notification Message Tag to identify the
specific message to be sent. You can associate each notification event with several
notification messages for different companies and locales.
The Email Message Body field contains literal text as well as substitution parameters
for example, #Incident Number#. Standard filter workflow searches for the
substitution parameter and replaces it with the actual incident ticket number.
This form also displays the Support Staff Event flag to indicate whether the
notification message is intended for customers or support staff. However, the
notification workflow does not use this setting to determine the notification
preferences to use when sending the notification. The actual filters supporting the
notification determine whether the notification preferences are hard-coded (for

example, always using email as the notification method, as with customer
notifications) or retrieved from the NTE:CFG-Notification Events form (for
example, use the system default or user-defined notification method specified for the
recipient, as with support staff notifications).
You can modify notification text, so you can change the standard messages provided
with the application or define different messages for specific companies.
Note
Do not modify the Mapping section of the notification message. The notification
system uses these mappings to identify what message to send, how to send the
message, and when it should send it. Your changes can break the workflow.
However, you can create a new notification message in this form, but workflow to
support the message must exist. Creating new messages (to be sent under conditions
not already defined by existing workflow) requires customization.
In the message text fields, you can include field contents from the Source record
(such as HPD:Help Desk). Fields that are filled by selection from drop-down menus
are displayed in the message text enclosed in #. Notification workflow translates
these field variables into the actual field contents before sending the notification
message. Adding new fields not already in the drop-down menus requires
customization.

The NTE:SYS-Process Control interface form receives notification event requests
from BMC Remedy ITSM. The NTE:SYS-Process Control interface form processes
all notification events, as shown in the figure below.
Figure 2: Notification events processes
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.
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
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.
Note
So if you need to retain the entire message, we recommend retaining these messages
on your email server.

Filters are triggered on certain application events. Filters populate data on the source
forms and then push data from the source forms to the NTE:SYS-NT Process
Control form for processing. One or more notification filters can trigger a
notification event. The contents of the Notification Message Tag field are passed to
the NTE:SYS-NT Process Control form, so it must be unique and must correspond
to a notification message in the SYS:Notification Messages form.
The notification filters perform the following actions:
Populate data on the source forms.
Push data from the source forms to the NTE:SYS-NT Process control form for
processing.
Set the Notification Message Tag and temp fields, and then create a record in the
NTE:SYS-NT Process Control form.
The Notification Message Tag is the unique identifier for each notification event and
message. After the Notification Process Control record is created, the notification
fields on the source form are cleared.

A notification transaction uses the major components of the 7.6.00 Notification
Engine, as shown in the figure below.
Figure 3: Interaction of the major components in the 7.6.00 Notification Engine
1 The NTE:SYS-NT Process Control form is the center of the Notification Engine.
All notifications are pushed to this form first. Depending on which parameters are
included, it determines whether the notification is a group notification or an
individual notification. Calling applications pass this information to the NTE:SYSNT Process Control form. This information includes details such as the
application, the recipient of the notification, and information about the parent
record.
2 Escalations are run to process the pending notification events.
The application uses out-of-the-box escalation pools 1, 2, and 3 to enable
multithreading processing for the records contained in the NTE:SYS-NT Process
Control form.
Note
Escalation pools are enabled through the AR System Administration Console.
BMC Remedy IT Service Management does not set the pooling automatically,
so the AR System Administrator must configure the escalation pools before
running the notification process. If you do not properly configure the escalation
pools, all escalation workflow runs within escalation pool 1.
A single record created in the NTE:SYS-NT Process Control form is used for
both group and individual notifications. All group and individual notifications
are processed asynchronously.
SYS:NPC:TriggerGroupNotifications runs every minute against the
NTE:SYS-NT Process Control form for group notifications. This escalation
runs within escalation pool 3.
SYS:NPC:TriggerNonGroupNotifications runs every minute against the

NTE:SYS-NT Process Control form for individual notifications. This
escalation runs within escalation pool 2.
SYS:NPC:ProcessHeldNotifications runs every 11 minutes to process
records held for business hours. This escalation runs within escalation pool 1.
3 Individual processing gets the user's notification preferences, ticket information,

and message from the Notification Messages catalog. Group processing expands
the group list to individuals, and then runs the individual process.
4 The NTE:Notifier sends the notification using the appropriate method (email,
pager, or alert). If the notification is through email, NTE:Notifier workflow
creates a record in the AR System Email Messages form, which is processed by
the BMC Remedy Email Engine.
When a notification event is triggered by an application event, workflow performs a
series of checkpoints to determine whether the notification actually gets sent, as
shown in the figure below. First, it looks at a person's notification preferences in the
CTM:People form to see whether the specific notification has been enabled or
disabled. If it has been disabled, the notification is not sent.

Figure 4: Notification process flow
Next, if the notification has not been disabled for that user, the Notification Engine
then checks to see whether User or System Default events are enabled for the user.
User events have precedence over System Default. If a user event for that specific
notification event does not exist (or it has been disabled), workflow looks for the
System Default event. If a user event exists and is enabled, workflow looks at the
specific user notification criteria.
Finally, application events trigger notifications to be sent to groups or specific
individuals. Various notification events are installed with the applications in the
NTE:CFG Notification Events form. Messages are stored in the
SYS:Notification Messages form.

In addition to the primary notification forms, the Notification Engine has the
supporting forms listed in the following table.
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.
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.
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 users 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).
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.
You can configure the notification text for different companies by creating a new
record with the same Message tag and selecting the Company form the menu.
Note
You should not modify the fields within the Mapping section of this form. The
notification system uses these mappings to identify what message to send, how to
send the message, and when it should send it. Your changes can break the workflow.
Configuring support group notifications

You can configure the system to send notifications to a support group email list,
instead of just to individuals within a group. Also, you can disable group
notifications by their support group.
Figure 5: Configuring support group notifications
The Notification Engine uses the same asynchronous process for both group and
individual notifications.
Note
For performance reasons, BMC recommends that you use the Group Email feature if
the support group has 25 or more members. For more information about configuring
support groups, see the BMC Remedy IT Service Management 7.6.00 Configuration
Guide.
Configuring Notification Engine escalation pools
Configuring Notification Engine escalation

pools
To use escalation pools, configure the Escalation Max Threads count from the default
value of 1 to 3 to take advantage of the optimized out-of-the-box Notification Engine
escalation pooling.
To configure Notification Engine escalation pools

1 From a browser or BMC Remedy User, open the AR System Administration
Console.
2 Click System => General > Server Information.
3 Click the Ports and Queues tab.
Figure 6: Configuring escalation pools
4 Click in the Max Threads cell, and then specify the number of escalation pools
(for example, 3).
You can change the value to a maximum of 6.
5 Click OK.
Extending the Notification Engine escalation

pools
The out-of-the-box Notification Engine uses three escalations (each within its own
escalation pool) to process the notification data within the NTE:SYS-Process
Control form. Escalation pool 2 processes individual notifications and escalation
pool 3 processes group notifications.
The Notification Engine subsystem enables you to increase the number of escalation
pools for processing individual and group notifications.
Figure 7: Enabling multiple escalation pools to process individual and group
notifications
You can extend the escalation pools by using the round-robin algorithm that is in the
following two filters:
These filters are disabled by default, but you can enable and customize them to
define additional escalation pools.
Note
Enabling these filters is a customization of the Notification Engine subsystem. If you
install patches or later versions of BMC Remedy IT Service Management, back up
your work so that it is not overwritten by the installer.
To have two escalation pools to process individual notifications and three more
escalation pools to process Group notifications, you must edit the filters. The
following sections describe the workflow within these filters.

To enable the proper sequence of the pools in the range between the Escalation Pool
Start Range and Escalation Pool End Range values, the Escalation Pool Number field
in the NTE:SYS-NT Process Control form is set by performing a modulo operation
on the entry ID. The Escalation Pool Number value is then used as part of the
qualification of the escalation, so that a particular escalation processes only
notification records that match the Escalation Pool Number value.
The modulo operation in the filter workflow finds the remainder of a (the dividend)
by n (the divisor). The operation is represented as a%n.
a = the z1D Integer01 field, which is a sequential number ($LASTID$).
n = the z1D_GROUPMOD field, which is set by subtracting the Escalation Pool
End Range from the Escalation Pool Start Range and adding 1.
As a result, the Escalation Pool Number = a%n + Escalation Pool Start

Range.
Incrementing a by 1 for every new Notification Process Control record makes sure
that the Escalation Pool Number value follows a round-robin approach that starts at
the Escalation Pool Start Range value and ends with the Escalation Pool End Range
value. For example, if you set the non-group (individual) escalations to run in
escalation pools 2 and 3, the Escalation Pool Start Range is 2 and the Escalation Pool
End Range is 3. The Escalation Pool Number value for each Notification Process
Control record sequences between 2 and 3.
The NTE:NPC:SetNonGroupEscalationPool_010_Set`! filter uses the workflow
actions listed in the table below:
Table 3: Workflow in NTE:NPC:SetNonGroupEscalationPool_010_Set`! filter

Action
Description
Push Fields
Creates the record in which to store the entry ID that is used to calculate the
Escalation Pool Number value. The $LASTID$ function is used to get the entry ID
number.
Set Fields
z1D_NONGROUPMOD = (Escalation Pool End Range - Escalation Pool Start

Range) + 1
z1D Integer01= $LASTID$
Set Fields
EscalationPoolNumber = ($z1D Integer01$ % $z1D_NONGROUPMOD$) +

Escalation Pool Start Range

The NTE:NPC:SetGroupEscalationPool_010_Set`! filter works much like the
NTE:NPC:SetNonGroupEscalationPool_010_Set`! filter, except that group
escalation pools run in a round-robin fashion between escalation pool 4 and
escalation pool 6.
For example, if you set the group escalations to run in escalation pools 4 and 6, the
Escalation Pool Start Range value is 4 and the Escalation Pool End Range value is 6.
The Escalation Pool Number value for each Notification Process Control record
sequences between 4 and 6.
The NTE:NPC:SetGroupEscalationPool_010_Set`! filter uses the workflow
actions listed in the table below:
Table 4: Workflow in NTE:NPC:SetGroupEscalationPool_010_Set`! filter
Action
Description
Push Fields
Creates record to get entry ID that is used to calculate the Escalation Pool Number.
The $LASTID$ function is used to get the entry ID number.
Set Fields
z1D_GROUPMOD = (Escalation Pool End Range - Escalation Pool Start Range)

+ 1
z1D Integer01= $LASTID$
Set Fields
EscalationPoolNumber = ($z1D Integer01$ % $z1D_GROUPMOD$) +

Escalation Pool Start Range
Setting up escalation workflow to process the multithreaded

individual and group notifications records
In addition to the filters, BMC Remedy IT Service Management provides escalation
workflow objects that you can enable for individual (non-group) and group
notifications. These escalations serve as examples when enabling the multithreading
filter workflow.
The following escalations process individual (non-group) notifications.
SYS:NPC:TriggerNonGroupNotificationsPool2
The following escalations process group notifications.

SYS:NPC:TriggerGroupNotificationsPool2
To continue the example of setting up two escalation pools to process individual

notification records and three escalation pools to process group notification records,
you must perform the following procedure to enable the escalation workflow.
To set up escalation workflow to process the multithreaded individual and

group notification records
1 Log in to your server with BMC Remedy Developer Studio.
2 Disable the following escalations:
SYS:NPC:TriggerNonGroupNotifications
SYS:NPC:TriggerGroupNotifications
3 Enable the following escalations (as shown in Figure 8 on page 26).
Figure 8: Enabling escalation in BMC Remedy Developer Studio
Figure 8 on page 26 shows that the
SYS:NPC:TriggerNonGroupNotificationsPool2 escalation processes only

individual notification records in which the EscalationPoolNumber is set to 2. In
turn, the SYS:NPC:TriggerNonGroupNotificationsPool3 escalation processes
individual notification records in which the EscalationPoolNumber is set to 3,
and so on.
The filter workflow in this example sets EscalationPoolNumber to 2, to 3, and

then back to 2, and so on, in a round-robin fashion when individual notification
records are created in the NTE:SYS-NT Process Control form. In the same way,
the filter workflow sets the EscalationPoolNumber to 4, to 5, to 6, and then back
to 4, and so on, when group notification records are created.
As a result, for every unique EscalationPoolNumber that is generated, you must
run the escalation workflow to process the notification records. BMC
recommends that you match the Escalation Pool Number within the escalation
workflow to the EscalationPoolNumber value in the records to simplify keeping

track of the escalation pools.
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
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.
Status
Description
Enabled
Data is used in the current environment. For example, a notification message is

sent.
Offline
Data is not being used. For example, a notification message is not enabled.

The following additional configuration options for Change Management and Asset
Management notifications are available from the Application Administration Console.
The Change Management Rules form (Custom Configuration > Change
Management > Advanced Options > Rules) lets you configure the rules in which a
Change Manager and Change Assignee are notified, based on Change status.
Note
Out-of-the-box notifications to the Change Manager and Change Assignee are

configured only for the following change states: Request for Change, Planning
In Progress, Scheduled for Approval, Canceled, Rejected, and Completed.
The Asset Management Rules form (Custom Configuration > Asset
Management > Advanced Options > Rules) lets you configure CI notifications so
that when a CI's status is set to a particular value, the person who uses, manages,
or supports the CI is notified.
A
BMC Remedy ITSM notification
events
This appendix lists all the notification events used in BMC Remedy ITSM 7.6.00.
BMC Remedy Incident Management

notification events
The following table describes BMC Remedy Incident Management notification events:
Table 6: BMC Remedy Incident Management notification events
Event
Message tag
Filter
Description
Assignment
HPD-INCHPD:INC:NTAssign Notifies the Assignee when the assignment

AssigneeAssignmen ee_800_SetTag
changes and the Incident is not Resolved.
t
Assignment
HPD-INCGroupAssignment
HPD:INC:NTAsgGr Notifies the Assigned Group when the

p_805_SetTag
assignment changes and the Incident is not
Resolved.
Assignment
HPD-INCShiftGroupAssignm
ent
HPD:INC:NTAsgShi Notifies the Assigned Group Shift when the

ftGrp_810_SetTag
assignment changes and the Incident is not
Resolved.
Cancellation
HPD-INCCustomerCancellati
onNT
HPD:INC:NTCustC Notifies the customer when the status of the

ancelled_857_SetTag Incident is changed to Cancelled.
Change
Associations
HPD-CRQHPD:HAS:NotifyIC
ChangeRequestStatu Complts
NPC_100_Push
Known Error
Solution
HPD-PKEPermanentSolution
Determined
Notifies the Assigned Group when the

status of an associated Change Request is
changed to Completed.
HPD:HAS:NotifyKn Notifies the Incident Assignee or the

wnErrPermSoln_806 Assigned Group when the Resolution of an
_PNPC
associated Known Error is modified.
Appendix A BMC Remedy ITSM notification events 29
Event
Message tag
Filter
Description
Known Error
Workaround
HPD-PKEHPD:HAS:NotifyKn Notifies the Incident Assignee or the

TempWorkaroundD wnErrTempSoln_N Assigned Group when the Workaround of
etermined
PC_100_Push
an associated Known Error is modified.
OLA Resolution HPD-INCHPD:INC:NTOLAA Notifies the Incident Assignee when the

Escalated
AssigneeOLAResolu ssignee_886_SetTag Incident is escalated for OLA resolution.
Notification
tionEscalation
OLA Resolution HPD-INCHPD:INC:NTOLAA Notifies the Incident Assigned Group when
Escalated
GroupAssignmentO ssignGrp_885_SetTa the Incident is escalated for OLA resolution.
Notification
LAResolutionEscala g
tion
Ownership
Assignment
HPD-INCOwnerAssignment
HPD:INC:NTOwner Notifies the Assigned Owner when

_800_SetTag
Ownership of the Incident has been set.
Ownership
Assignment
HPD-INCHPD:INC:NTOwner Notifies the Assigned Owner Group when

GroupOwnerAssign Grp_820_SetTag
Ownership Group of the Incident has been
ment
HPD:INC:NTOwner set.
Grp_821_SetTag
Note: Filter 821 runs on Submit and filter
820 runs on Modify.
Problem
Investigation
Associations
HPD-PBIIncidentInvestigatio
nAssociation
HPD:HAS:NotifyInc Notifies the Assignee or the Assigned Group

ident_NPC_100_Pus when the Incident is associated to a Problem
h
Investigation from the Problem
Investigation form.
Problem
Investigation
Completion
HPD-PBIInvestigationCompl
eted
HPD:HAS:NTPBICo Notifies the Assignee or the Assigned Group

mplt_NPC_100_Pus when an associated Problem Investigation is
h
completed.
Requester
HPD-INCIncident Receipt CustomerReceiptCo
Confirmation
nfirmation
HPD:INC:NTCustC
onfirm_851_SetTag
Notifies the Requester when an open

Incident is submitted.
Requester
Incident Reopened
HPD-INCCustomerReOpenN
T
HPD:INC:NTCustR
eOpen_855_SetTag
Notifies the Requester when an Incident that

was Resolved is changed to open status.
Requester
Incident
Resolution
HPD-INCHPD:INC:NTCustR
CustomerResolution es_853_SetTag
NT
Notifies the Requester when an open

Incident is Resolved or Closed.
Requester
Incident
Resolution
HPD-INCHPD:INC:NTDirect
DirectContactResolu ContactRes_853_Set
tionNT
Tag
Notifies the Contact Person when an open

Incident is Resolved or Closed.
Resolution
HPD-INCHPD:INC:NTAssign Notifies the Assignee when the duplicate

AssigneeDuplicateR ee_845_DupResIncident is Resolved by the original Incident.
esolution
SetTag
Resolution
HPD-INCHPD:INC:NTAsgGr Notifies the Assignee Group when the

GroupAssignedDup p_846_DupResduplicate Incident is Resolved by the
licateResolution
SetTag
original Incident.
Event
Message tag
Filter
Description
Resolution
HPD-INCHPD:INC:NTOwner Notifies Incident Owner Group when the

GroupOwnerDuplic Grp_841_DupResduplicate Incident is Resolved by the
ateResolution
SetTag
original Incident
Resolution
HPD-INCHPD:INC:NTOwner Notifies Incident Owner Group when the

GroupOwnerResolu GrpRes_830_SetTag Incident has been resolved.
tion
Resolution
HPD-INCHPD:INC:NTOwner Notifies Incident Owner when the duplicate

OwnerDuplicateRes _840_DupResIncident is Resolved by the original Incident.
olution
SetTag
Resolution
HPD-INCOwnerResolution
HPD:INC:NTOwner Notifies Incident Owner when the Incident

Res_825_SetTag
has been resolved.
SLA Resolution
Escalation
HPD-INCGroupAssignmentS
LAResolutionEscala
tion
HPD:INC:NTSLAAs Notifies Incident assignee group when the

signGrp_881_SetTag Incident has escalated for SLA resolution.
SLA Resolution
Escalation
HPD-INCHPD:INC:NTSLAAs Notifies Incident assignee when the Incident

AssigneeSLAResolu signee_884_SetTag
has escalated for SLA resolution.
tionEscalation
SLA Resolution
Escalation
HPD-INCHPD:INC:NTSVTM
SVTMgrGroupAssig grAssignGrp_888_S
nmentResolutionEsc etTag
alation
Notifies Incident Manager when the

Incident has been escalated for service target
resolution.
SLA Resolution
Escalation
HPD-INCHPD:INC:NTSVTM
SVTMgrOwnerGrou grOwnerGrp_890_S
pResolutionEscalati etTag
on
Notifies the Incident Manager of the Owner

Group when the Incident begins SLA
escalation.
SLA Resolution
Escalation
HPD-INCHPD:INC:NTSVTrO Notifies the Incident Owner when the

SVTOwnerResolutio wner_883_SetTag
Incident is escalated for resolution according
nEscalation
to the terms of the SLA.
SLA Resolution
Escalation
HPD-INCHPD:INC:NTSVTO Notifies the Incident Owner Group when

SVTOwnerGroupRe wnerGrp_882_SetTa the Incident is escalated for resolution
solutionEscalation
g
according to the terms of the SLA.
Unavailability
Restored
AST-HPDINT:ASTHPD:AAA: Notifies the Incident Assignee or Assigned

NotifyIncidentCIUA NotifyCIUARestore Group (if Assignee is blank) that the related
Restored
d_Incident_120_Sub CI Unavailability record has been restored
mitNTE
(that is, the outage has been resolved), when
a CI Unavailability record is set to Restored.
The Notification is sent only to Assignees of
Incidents that are related to the CI
Unavailability record.
Vendor
Assignment
HPD-INCVendorAssignment
NT
HPD:INC:NTVendo Notifies Vendor Support Group.

rAssignment_861_Se
tTag
BMC Remedy Problem Management notification events
BMC Remedy Problem Management

notification events
The following table describes BMC Remedy Problem Management notification events:
Table 7: BMC Remedy Problem Management notification events
Event
Message tag
Filter
Description
Unavailability
Restored
AST-PBINotifyInvestigationA
ssigneeCIUARestore
d
INT:ASTHPD:AAA: Notifies the Problem Investigation

NotifyCIUARestored Assignee that the related CI Unavailability
_Incident_120_Subm has been restored.
itNTE
Unavailability
Restored
AST-PBINotifyInvestigation
ManagerCIUARestor
ed
INT:ASTPBM:AAA: Notifies the Problem Investigation Problem

NotifyCIUARestored Manager that the related CI Unavailability
_Investigaton_120_S has been restored.
ubmitNTEManager
Solution
Assignment
PBM-KDBPBM:KDB:Assignee
AssigneeGroupAssig Grp_810_SetTag
nment
Notifies the Assigned Group that the

Solution assignment information has
changed and there is no individual assignee.
Solution
Assignment
PBM-KDBPBM:KDB:AssigneeI
AssigneeIndivAssign ndiv_810_SetTag
ment
Notifies the Assignee that the Solution

assignment information has changed.
Problem
Assignment
PBM-PBIProblemGroupAssig
nment
Problem
Assignment
PBM-PBIPBM:PBI:AssgnInd_
ProblemAssigneeAss 810_SetTag
ignment
Notifies the Assignee that the Problem

Investigation assignment information has
changed.
Problem
Cancelled
PBM-PBIPBM:PBI:Cancelled_
ProblemInvestigatio 830_RequesternRequesterCancellati SetTag
on
Notifies the Requester that the Problem

Investigation has been cancelled by the
Problem Manager.
Problem
Completed
PBM-PBIProblemInvestigatio
nManagerGroupCo
mpletion
Notifies the Problem Manager Group that

the Problem Investigation has been
completed and there is no individual
Problem Manager.
Problem
Completed
PBM-PBIPBM:PBI:Completed
ProblemInvestigatio _820_PBMMgrnManagerCompletio SetTag
n
PBM:PBI:AssgnGrp_ Notifies the Assigned Group that the

810_SetTag
Problem Investigation assignment
information has changed and there is no
individual assignee.
PBM:PBI:Completed
_820_PBMMgrGrpSetTag
Notifies the Problem Manager that the

Problem Investigation has been completed.
Event
Message tag
Filter
Description
Problem
Completed
PBM-PBIProblemInvestigatio
nRequesterCompleti
on
PBM:PBI:Completed
_830_RequesterSetTag
Notifies the Requester that the Problem

Investigation has been completed.
Problem
Manager
Assignment
PBM-PBIPBM:PBI:PBMMgr_8 Notifies the Problem Manager that the

ProblemManagerAss 00_SetTag
Problem Manager assignment information
ignment
has changed.
Problem
Manager
Assignment
PBM-PBIPBM:PBI:PBMMgrGr Notifies the Problem Manager Group that

ProblemManagerGro p_800_SetTag
the Problem Manager assignment
upAssignment
information has changed and there is no
individual assignee.
Change
Completed
PBM-PASAssigneeAssociated
ChangeCompletion
PBM:PAS:NTICCom Notifies the Problem Assignee that a

plt_803_Ass-PNPC
change request related to the Problem
Investigation has been completed.
Change
Completed
PBM-PASManagerAssociated
ChangeCompletion
PBM:PAS:NTICCom Notifies Problem Manager that an related

plt_802_Mgr-PNPC to the Problem Investigation has been
completed.
Known Error
Assignment
PBM-PKEGroupAssignment
PBM:PKE:AssgneeG
rpChg_803_SetTag
Known Error
Assignment
PBM-PKEPBM:PKE:AssgneeIn Notifies the Assignee that the Known Error

AssigneeAssignment dChg_802_SetTag
Known Error
Manager
Assignment
PBM-PKEPBM:PKE:PBMMgrC Notifies the Problem Manager that the

ProblemManagerAss hg_800_SetTag
Known Error Problem Manager
ignment
Known Error
Manager
Assignment
PBM-PKEPBM:PKE:PBMMgrG Notifies the Problem Manager that the

ProblemManagerGro rpChg_801_SetTag
Known Error Problem Manager
upAssignment
assignment information has changed and
there is no individual assignee.
Notifies the Assigned Group that the

Known Error assignment information has
changed and there is no individual assignee.
BMC Remedy Change Management

notification events
The following table describes BMC Remedy Change Management notification events:
Table 8: BMC Remedy Change Management notification events

Event
Message tag
Filter
Description
Requester
Change
Cancellation
CHG-CRQCHG:CRQ:NTCustC Notifies the customer that the change

Customerancel_858_SetTag
request is set to the Cancelled status.
CancellationNotifica
tion
Requester
Change
Cancellation
CHG-CRQRequesterNonSGCancellationNotifica
tion
Requester
Change
Cancellation
CHG-CRQCHG:CRQ:StatusCa
Requesterncelled_858_RqsterCancellationNotifica SetTag
tion
Requester
Completion
CHG-CRQCHG:CRQ:NTCustC Notifies the customer that the change

Customerompletion_855_SetT request is set to the Completed status.
CompletionNotificat ag
ion
Requester
Change Receipt
Confirmation
CHG-CRQCustomerReceiptConfirmatio
n
CHG:CRQ:NTCustC Notifies the customer that a change request

onfirm_803_SetTag has been submitted.
Requester
Change
Scheduled
CHG-CRQCustomerScheduledNotificati
on
CHG:CRQ:NTCustS Notifies customer that the change request is

cheduled_850_SetTa set to the Scheduled status.
g
Requester
Change Rescheduled
CHG-CRQRequesterNonSGRFCRescheduled
CHG:CRQ:StatusDr Notifies Requester that the change request

aftNonSupportGrpS has been rescheduled.
etTag_110_Submit
Requester
Change Rescheduled
CHG-CRQRequesterRFCRescheduled
CHG:CRQ:StatusDr Notifies Requester that the change request

aftSetTag_100_Subm has been rescheduled.
it
Requester
Rejection
CHG-CRQCHG:CRQ:StatusDr Notifies Requester that the change request

RequesterNonSGaftNonSupportGrpS has been returned to the Draft status.
RFCReturnedtoDraf etTag_130_Submit
t
Requester
Rejection
CHG-CRQCHG:CRQ:StatusDr
RequesteraftRFCReturnedtoDraf SetTag_120_Submit
t
Notifies Requester that the change request

has been returned to the Draft status.
Change
Assignee
Assignment
CHG-CRQAssigneeGroup&IndividualR
eassignment
Notifies change assignee that a change has

been reassigned to him.
CHG:CRQ:StatusCa Notifies the requester that the change

ncelled_858_Rqstern request is set to the Cancelled status.
onSupportGrpSetTag
CHG:CRQ:ChgAssi
gneeReassignSetTag_330
_Submit
Notifies the Requester that the change

request is set to the Cancelled status.
Event
Message tag
Filter
Description
Implementer
Assignment
CHG-CRQCHG:CRQ:ChgImpl
ImplementerementerReassignSet
Group&IndividualR Tag_340_Submit
eassignment
Notifies change implementer that a change

has been reassigned to him.
Change
Manager
Assignment
CHG-CRQCHG:CRQ:ChgMgr
ManagerReassignSetTag_350
Group&IndividualR _Submit
eassignment
Notifies change manager that a change has

been reassigned to him.
Change
Assignee
Planning
CHG-CRQAssigneeGroupPIPAcceptedGroup
Assignment
CHG:CRQ:StatusPIP Notifies change assignee group that the

AcceptedCAGrpSet change request is set to the Planning In
Tag_200_Submit
Progress status.
Change
Assignee Latent
Completion
CHG-CRQAssigneePIPAcceptedAssign
ment

AcceptedCASetTag_ change request is set to the Planning In
180_Submit
Progress status.
Change
Assignee Latent
Completion
CHG-CRQAssigneeLatentCompletionN
otification
CHG:CRQ:LatentC Notifies change assignee that a change has

HGCloseCASetTag_ been completed as a latent change.
360_Submit
Change
Manager Latent
Completion
CHG-CRQManagerLatentCompletionN
otification
CHG:CRQ:LatentC Notifies change manager that a change has

HGCloseCMSetTag_ been completed as a latent change.
370_Submit
Change
Manager Rescheduled
CHG-CRQManagerGroupRescheduledRFCGr
oupAssignment
CHG:CRQ:ReSchRF Notifies change manager group of change

CCABGrpSetTag_40 manager assignment for a rescheduled
0_Submit
change request.
Change
Manager Rescheduled
CHG-CRQCHG:CRQ:ReSchRF Notifies change manager of change manager

ManagerCCABMgrSetTag_38 assignment for a rescheduled change request.
RescheduledRFCAss 0_Submit
ignment
Change
Assignee Rescheduled
CHG-CRQAssigneeGroupRescheduledRFCGr
oupAssignment
Change
Assignee
Scheduled
CHG-CRQCHG:CRQ:ReSchRF
AssigneeCChgAssgnSetTag_
RescheduledRFCAss 390_Submit
ignment
Approval
CHG-CRQManagerApprovalRejected
CHG:CRQ:ReSchRF Notifies change assignee group of

CChgAssgnGrpSetT assignment for a rescheduled change request.
ag_410_Submit
Notifies change assignee of assignment for a
rescheduled change request.
CHG:CRQ:NotifyOn Notifies the assignee that the change has

RejectApproval-CM been rejected during an approval phase.
Event
Message tag
Filter
Description
Approval
CHG-CRQManagerGroupApprovalRejected
CHG:CRQ:NotifyOn Notifies the assignee group that the change

RejectApprovalhas been rejected during an approval phase.
CMGrp
Change
Manager Next
Dependent
Change
CHG:CRQ:NotifySu CHG:CRQ:NotifySu Notifies the change supervisor that previous

pDepChgClos_795_ pDepChgClos_795_ dependent (with lower sequence number)
NO
NO
changes have been resolved.
Non-Approval
Information
CHG-NANInformationalNonA
pprovalNTForGrou
p
Note: This filter is disabled by default.

APR:NAN:NotifyGr Notifies non-approver group that the change
oup_820`!
request has completed an approval process
phase.
Note: This special filter is used with
approvals for performing notifications.
Non-Approval
Information
CHG-NANAPR:NAN:NotifyIn Notifies non-approver (support individual)

InformationalNonA dividual_810_NotifT that the change request has completed an
pprovalNTForIndivi ype`!
approval process phase.
dual
Non-Approval
Information
CHG-NANAPR:NAN:NotifyIn
InformationalNonA dividual_810`!
pprovalNTForIndivi
dual
Notifies non-approver (non-support

individual) that the change request has
completed an approval process phase.
Change
Assignee
Completion
CHG-CRQCHG:CRQ:StatusCo
Assigneempleted_855_CA
Group&IndividualC +CAGrp-SetTag
ompletionNotificati
on
Notification to change assignee group that

the change request is set to the Completed
status.
Change
Assignee
Completion
CHG-CRQAssigneeGroup&IndividualFi
nalReviewComplete
d
Notification to change assignee that the

change request is set to the Completed
status and the change request status reason
is Final Review Complete.
Change
Manager
Completion
HG-CRQ-Manager- CHG:CRQ:StatusCo
Group&IndividualC mpleted_855_CM
ompletionNotificati +CMGrp-SetTag
on
Notification to change manager that the

change request is set to the Completed status.
Change
Manager
Completion
CHG-CRQManagerGroup&IndividualFi
nalReviewComplete
d
Notification to change manager that the

change request is set to the Completed
status and the change request status reason
is Final Review Complete.
CHG:CRQ:StatusCo
mpletedWReason_8
55_CA+CAGrpSetTag
CHG:CRQ:StatusCo
mpletedWReason_8
55_CM+CMGrpSetTag

Event
Message tag
Filter
Requester
Completion
CHG-CRQRequesterNonSGChangeCompletion
Notification
CHG:CRQ:StatusCo Notification to Requester that the change

mpleted_855_Rqster request is set to the Completed status.
NonSupportGrpSetTag
Requester
Completion
CHG-CRQRequesterChangeCompletion
Notification
CHG:CRQ:StatusCo Notification to Requester that the change

mpleted_855_Rqster request is set to the Completed status.
-SetTag
Change
Manager
Predecessor
Completion
CHG-CRQCHG:CHA:NotifyID Notifies change manager of a predecessor

PredecessorStatusInf Complt_801_PNPC Change completion.
ormation
Change
Assignee Preplanning
CHG-CRQAssigneeGroupRFCGroupAssignm
ent
CHG:CRQ:StatusRF Notifies change assignee group that the

CCAGrpSetTag_150 change request is set to the Request for
_Submit
Change status.
Change
Assignee Preplanning
CHG-CRQAssigneeRFCAssignment
CHG:CRQ:StatusRF
CCASetTag_140_Su
bmit
Notifies change assignee that the change

request is set to the Request for Change status.
Change
Manager Preplanning
CHG-CRQManagerGroupRFCGroupAssignm
ent
CHG:CRQ:StatusRF
C_815_CMGrpSetTag
Notifies change manager group that the

change request is set to the Request for
Change status.
Change
Manager Preplanning
CHG-CRQManagerRFCAssignment
CHG:CRQ:StatusRF Notifies change manager that a change

CCMSetTag_160_Su request is set to the Request for Change status.
bmit
Note: You can configure this setting in the
change configuration rules.
Change
Manager
Planning
CHG-CRQManagerGroupPIPAcceptedGroup
Assignmen
CHG:CRQ:StatusPIP Notifies change manager group that the

AcceptedCMGrpSet change request is set to the Planning in
Tag_220_Submit
Progress status.
CHG-CRQManagerPIPAcceptedAssign
ment
CHG:CRQ:StatusPIP Notifies change manager that the change

AcceptedCMSetTag request is set to the Planning in Progress
_190_Submit
stage.
Change
Manager
Planning
Description





Event
Message tag
Filter
Change
Assignee
Planning
CHG-CRQAssigneeGroupPIPAssignedGroup
Assignment

AssignedCAGrpSet change request is set to the Planning in
Tag_230_Submit
Progress status.
CHG-CRQAssigneePIPAssignedAssign
ment
CHG:CRQ:StatusPIP Notifies change assignee that the change

Assigned_817_CA- request is set to the Planning in Progress
SetTag
status.
Change
Assignee
Assignment
Description


Implementer
Assignment
CHG-CRQCHG:CRQ:StatusPIP Notifies change implementer group that the

ImplementerGroup- AssignedCImpGrpS change request is set to the Planning in
PIPAssignedGroup etTag_240_Submit
Progress status.
Assignment
Change
Manager
Assignment43
CHG-CRQManagerGroupPIPAssignedGroup
Assignment
CHG:CRQ:StatusPIP Notifies change manager group that the

AssignedCMGrpSet change request is set to the Planning in
Tag_250_Submit
Progress status.
CHG-CRQManagerPIPAssignedAssign
ment
CHG:CRQ:StatusPIP Notifies change manager that the change

Assigned_817_CSet request is set to the Planning in Progress
Tag
status.
Change
Assignee
Scheduled For
Review
CHG-CRQAssigneeGroupSFRGroupNotificati
on
CHG:CRQ:StatusSch Notifies change assignee group that the

edForRevCAGrpSet change request is set to the Scheduled For
Tag_260_Submit
Review status.
Change
Assignee
Scheduled For
Review
CHG-CRQAssigneeSFRNotification
CHG:CRQ:StatusSch Notifies change assignee that the change

edForRevCA_818_S request is set to the Scheduled For Review
etTag
status.
Change
Manager
Scheduled for
Review
CHG-CRQManagerGroupSFRGroupNotificati
on
CHG:CRQ:StatusSch Notifies change manager group that the

edForRevCMGrpSet change request is set to the Scheduled For
Tag_280_Submit
Review status.
Change
Manager
Scheduled for
Review
CHG-CRQManagerSFRNotification
CHG:CRQ:StatusSch Notifies change manager that the change

edForRevCMSetTag request is set to the Scheduled For Review
_270_Submit
status.
Change
Manager
Assignment


Event
Message tag
Filter
Description
Implementer
Planning
CHG-CRQImplementerPIPAssignedAssign
ment
CHG:CRQ:StatusPIP Notifies change implementer that the change

AssignedCImpSetTa request is set to Planning in Progress and
g_210_Submit
status reason is Assigned, or the change
request is set to Planning in Progress and the
status reason is set to Assigned from
Accepted. This request does not include a
task.
Implementer
Scheduled
CHG-CRQCHG:CRQ:StatusSch Notifies change implementer group that the

ImplementerGroup- eduled_850_CImpG change request is set to the Scheduled status.
ScheduledGroupAss rp-SetTag
ignment
Implementer
Scheduled
CHG-CRQCHG:CRQ:StatusSch Notifies change implementer the change

Implementereduled_850_CImprequest is set to the Scheduled status.
ScheduledAssignme SetTag
nt
Change
Assignee
Scheduled
CHG-CRQCHG:CRQ:StatusSch Notifies change assignee group that the No

AssigneeGroupeduledNoImpct_850 Impact change request is set to the
ScheduledNoImpact _CAGrp-SetTag
Scheduled status.
GroupNotification
Change
Assignee
Scheduled
CHG-CRQCHG:CRQ:StatusSch Notifies change assignee that the No Impact

AssigneeeduledNoImpct_850 change request is set to the Scheduled status.
ScheduledNoImpact _CA-SetTag
Notification
Change
Manager
Scheduled
CHG-CRQCHG:CRQ:StatusSch Notifies change manager group that the No

ManagerGroupeduledNoImpct_850 Impact change request is set to the
ScheduledNoImpact _CMGrp-SetTag
Scheduled status.
GroupNotification
Change
Manager
Scheduled
CHG-CRQCHG:CRQ:StatusSch Notifies change manager group that the No

ManagereduledNoImpct_850 Impact change request is set to the
ScheduledNoImpact _CSetTag
Scheduled status.
Notification
Requester
Change
Scheduled
CHG-CRQRequesterNonSGScheduledNotificati
on
CHG:CRQ:StatusSch Notifies non-support staff member that the

eduled_850_Rqster
change request is set to the Scheduled status.
NonSupportGrpSetTag
Requester
Change
Scheduled
CHG-CRQRequesterScheduledNotificati
on
CHG:CRQ:StatusSch Notifies member of the support staff that the

eduled_850_Rqster- change request is set to the Scheduled status.
SetTag
Change
Assignee
Completion
CHG-CRQAssigneeGroup&IndividualFi
nalReviewComplete
d
CHG:CRQ:StatusCo
mpletedWReasonW
Tsk_856_CA
+CAGrp-SetTag
Notifies change assignee that the change

request is set to the Completed status with a
status reason of Final Review Complete. All
tasks in the request have been completed.

The following notification events are related to release management. Configure the
rules in which the support staff is notified in the Release Notification Rules form. For
example, you can configure that the release manager is notified when the Milestone
of a release is set to Planning and the Status is set to Planning Approval. For more
information, see the BMC Remedy IT Service Management 7.6.00 Configuration Guide .
Table 9: Release Management notification events
Event
Message tag
Release
Assigned
RMS-APRNot Applicable
ApprovalNTForIndi
vidual
Release Updated RMSRLM_RequesterReleaseCompletion

Notification
Filter
Not Applicable
Description
Notifies support staff individual that a
release has been assigned to him or her.
Notifies requester that the release request
has been completed by the support staff.
Activity module notification events

The following notification events are related to the activity module. Configure the
rules in which the support staff is notified in the Activity Notification Rules form.
For more information, see the BMC Remedy IT Service Management 7.6.00
Configuration Guide .
Table 10: Activity module notification events
Event
Message tag
Filter
Description
Activity
Assigned
AAS_AAS_Assigne
d_Group
Not Applicable
Notifies support staff group that an activity

has been assigned to them.
Activity
Assigned
AAS_AAS_Assigne
d_Individual
Not Applicable
Notifies support staff individual that an

activity has been assigned to him or her.
Activity Status
Changed
AAS_AAS_StatusCh Not Applicable

anged
Notifies support staff that the status of an

activity has been changed.
Task Management System notification events

The following table describes Task Management System notification events:
Table 11: Task Management System notification events

Event
Message tag
Filter
Description
Task Assigned
TMS_TAS_Assigned TMS:TAS:Assignme Notifies assignee when the assignment

_Individual
nt_StartPostAssign engine modifies the task and the Assignee+
mentProcess
field is not empty. No notifications are sent
to the assignee group.
Task Assigned
TMS_TAS_Assigned TMS:TAS:Assignme Notifies assignee when you modify a task if

_Individual
nt_StartManualAssi you enter a different assignee from the
gnmentProcess
Assignee+ field. The new assignee cannot
match the previous assignee. No
notifications are sent to the assignee group.
Task Assigned
TMS_TAS_Assigned TMS:TAS:Assignme Notifies assignee when creating a task if you

_Individual
nt_StartManualAssi enter an assignee in the Assignee+ field. No
gnmentProcess_Sub notifications are sent to the assignee group.
mit
Note: If a notification is created but does not
have a status of "Assigned," and Notify
Assignee is set to "Yes," a notification will
not be sent out.
Task Assigned
TMS_TAS_Assigned TMS:TAS:Notificati
_Group
on_AssignedToGro
up_CallGUIDE
Task Status
Changed
TMS_TAS_StatusCh TMS:TAS:StatusCha Notifies assignee when you modify a task

anged
ngedCallNotifyGuid and change its status. If there is no assignee
e
specified in the Assignee+ field, the assignee
group is notified.
Notifies the Assigned Group when the Task

status is changes to "Pending" and the Status
Reason is set to ""Assignment".
BMC Remedy Asset Management notification

events
The following table describes BMC Remedy Asset Management notification events:
Table 12: Asset Management notification events
Event
Message tag
Approval
AST-APRAST:ARD:NewAppr Notifies the requesters manager that a

ApprovalNTForIndi ovalNotificationpurchase requisition requires approval.
vidual
ParseApproversNotifySupport`!
Filter
Description
Event
Message tag
Asset Scheduled AST-AVIMaintenance

AssetScheduledMai
ntenance
Filter
Description
AST:Asset Schedule Notifies Asset Manager of next scheduled

View_NotifyofExpir maintenance/audit date for an Asset.
e04_Asset
Bulk Inventory
Reorder
AST-AIQASI:AIQ:NotifyReor Notifies either Group Owner or Inventory

BulkInventoryReord der_803
Owner that a bulk item needs to be reordered.
er
CI Status
Change
AST-SHRASI:AEO:NotifyPeo
ConfigItemStatusCh ple_850_`!
ange
Configuration
Item Approval
AST-ANFAST:ANF:StartAppr Notification message is hard coded in this

ConfigurationItemA ovalProcess_600
filter. Message tag in SYS:Notification
pproval
Messages form is not used.
Configuration
Scheduled
Maintenance
AST-AVIConfigurationSched
uledMaintenance
AST:AVI:NotifyofEx Notifies Asset Notification Contract of next

pire_804_Asset
scheduled maintenance date for a
configuration.
Contract
Expiration
AST-CONOwnerGroupContractExpiry
AST:CTB:SendExpir Notifies the Contract Owner Group when

edMsgGrp04`!
the current date is later than the Contract
Expiry Date.
Contract
Expiration
Warning
AST-CONOwnerGroupContractExpiryWar
ning
AST:CTB:NotifyofE
xpire04`!
Resolution
Escalation
AST-AOTAST:AOT:NTOLAA Notifies the designated group or individual

AssigneeOLAResolu ssignee_812_SetTag when an Unavailability record is not
tionEscalation
Restored and the time allotted for resolution
by the corresponding OLA has elapsed.
Resolution
Escalation
AST-AOTGroupOLAResoluti
onEscalation
Resolution
Escalation
AST-AOTAST:AOT:NTSLAAs Notifies the assignee when an Unavailability

AssigneeSLAResolu signee_816_SetTag
record is escalated for SLA resolution.
tionEscalation
Resolution
Escalation
AST-AOTAST:AOT:NTSLAAs Notifies the assignee group when an

GroupSLAResolutio signGrp_811_SetTag Unavailability record is escalated for SLA
nEscalation
resolution.
Resolution
Escalation
AST-AOTAST:AOT:NTSSVT Notifies the individual or assignee group

SVTAssignMgrGrou MgrAssignGrp_816_ availability manager when an Unavailability
pResolutionEscalati SetTag
record is escalated for SLA resolution.
on
Unavailability
Assignment
AST-AOTAST:AOT:NTAssign Notifies the assignee of an open

CIUAAssigneeAssig ee-NoXR_805
Unavailability record when the assignment
nment-NoXREF
changes and is not cross-referenced to
another request.
AST:CTB:NotifyofE
xpireGroup04`!
Notifies individual or group when a CI

changes key attributes, such as status or
categorization.
Notifies the Contract Owner Group or

Individual when the current date is within
the specified number of days of the Contract
Expiry Date.
AST:AOT:NTOLAA Notifies the assigned group when an

ssignGrp_815_SetTa Unavailability record is escalated for OLA
g
resolution.
Event
Message tag
Filter
Description
Unavailability
Assignment
AST-AOTAST:AOT:NTAssign Notifies the assignee of an open

CIUAAssigneeAssig ee-XREF_800
nment-XREF
changes and is cross-referenced to another
request.
Unavailability
Assignment
AST-AOTCIUAGroupAssign
ment-NoXREF
AST:AOT:NTAsgGr Notifies the assigned group of an open

p-NoXREF_815
changes and is not cross-referenced to
another request.
Unavailability
Assignment
AST-AOTCIUAGroupAssign
ment-XREF
AST:AOT:NTAsgGr Notifies the assigned group of an open

p-XREF_810
changes and is cross-referenced to another
request.
Configuration
Item Approval
AST-ANFAST:ANF:NotifyExp Notifies approving manager that

ConfigurationItemA ireIndiv805
Configuration Catalog Item requires
pproval
AST:ANF:NotifyExp approval.
ireGrp_804
Configuration
Scheduled
Maintenance
AST-AVIConfigurationSched
uledMaintenance
AST:AVI:NotifyofEx Notifies Asset Manager of next scheduled

pire_804_Config
maintenance date for a configuration.
Asset Scheduled AST-AVIMaintenance

AssetScheduledMai
ntenance
AST:AVI:NotifyofEx Notifies Asset Manager of next scheduled

pire_804_Asset
maintenance/audit date for an Asset.

The following table describes License Management notification events:
Table 13: License Management notification events
Event
Message tag
Filter
Description
Certificate
AST-ALCAST:ALC:BreachLev Notifies support staff that the license
Breach Warning CertificateLevel1Bre el01Warning_850_Se certificate is approaching Level 1 Breach.
achWarning
tNotifTag
Certificate
AST-ALCAST:ALC:BreachLev Notifies support staff that the license
Breach Warning CertificateLevel2Bre el02Warning_850_Se certificate is approaching Level 2 Breach.
achWarning
tNotifTag
Certificate
Historical
AST-ALCCertificateExpiratio
n
AST:ALC:StatusExp Notifies support staff that the license

ired_850_SetNotifTa certificate has expired.
g
Event
Message tag
Filter
Description
Certificate
Historical
AST-ALCAST:ALC:StatusHist Notifies support staff that the status of the

CertificateHistorical orical_850_SetNotif license certificate has been set.
Tag
Certificate
Notification
Warning
AST-ALCNotificationWarnin
g
AST:ALC:Notificati Notifies support staff that the license

onWarning_850_Cal certificate will expire at a set date.
lNotifGuide
Certificate Out
of Compliance
AST-ALCCertificateOutOfCo
mpliance
AST:ALC:Complian Notifies support staff that the license

ceStatus_850_SetNot certificate is out of compliance.
ifTag
Certificate
Owner
Assignment
AST-ALCCertificateOwnerAs
signment
AST:ALC:OwnerSu Notifies support staff individual that the

pportGroupAssigne license certificate has been assigned to him
e_850_SetNotifTag
or her.
Certificate
Owner
Assignment
AST-ALCCertificateOwnerGr
oupAssignment
AST:ALC:OwnerSu
pportGroup_850_Se
tNotifTag
Notifies support staff group that the license

certificate has been assigned to them.

The following table describes Global notification events:
Table 14: Global notification event
Event
Message tag
Reminder
Notification
FND-REMCFG:SMI:SendRemi
ReminderNotificatio nder_800
n
Filter
Description
Reminder.
49532
*174240*

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BMC Remedy IT Service Management Notification Engine Guide

Activity module notification events

BMC Remedy IT Service Management Notification Engine Guide

Notification Engine overview

This guide is an addendum to the BMC Remedy IT Service Request Management

Chapter 1 BMC Remedy ITSM Notification Engine 7

Notification Engine architecture

Determines notification recipients (group or individual).

Notification Engine architecture

8 BMC Remedy IT Service Management Notification Engine Guide

System Events and Message Catalog

System process controlProcesses each notification event received from various

BMC Remedy ITSM modules.

Notification interfaceSends the formatted notification (alert, email, pager).

Configuration settings and user preferencesManages system default

notifications and user notification preferences.

System Events and Message Catalog

NTE:SYS-Define NT Events form

User-defined events take precedence over system-defined events.

Chapter 1 BMC Remedy ITSM Notification Engine 9

System Events and Message Catalog

Because Problem Management is a process internal to the support organization, the

NTE:CFG-Notification Events form

SYS:Notification Messages form

Notification system process control

notification determine whether the notification preferences are hard-coded (for

Notification system process control

Chapter 1 BMC Remedy ITSM Notification Engine 11

Notification system process control

The NTE:SYS-Process Control form is the center of the Notification Engine; it is

Processes notifications that are held due to

Processes group notifications.

Processes individual notifications.

and that the message record is enabled.

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