This documentation supports the releases of BMC Helix Operations Management up to December 31, 2021.

To view the documentation for the latest version, select 23.1 from the Product version picker.

Event-based notifications for alerting users

Send email notifications and generate incidents in BMC Helix ITSM to notify operators about important issues or changes. Help operators prioritize events quickly and more efficiently.

Notifications can be triggered automatically when the selected events meet a set criteria. This event selection criteria is defined while you are creating a notification type of event policy.

By using a notification policy, you can trigger the following kinds of notifications:

  • Email notifications 
  • Incident creation in BMC Helix ITSM 

Email notification

An email notification policy allows you to define specific event conditions and the actions that you want to run when those event conditions are met. Specifying the event actions is optional. 

Email notifications can be triggered based on the following conditions defined in the notification policy:

  • Based on the event selection criteria: This is the main criteria for triggering a notification. Based on this condition, events are selected for applying the notification policy. Providing this criteria is mandatory. 
  • Based on change of basic event attributes: A notification is triggered if the status or severity of the selected event (event filtered by the event selection criteria) changes. Providing this condition is optional.

You can set the email notification settings such as the subject, message, and a comma-separated list of email addresses to which the notification must be sent. In the subject and message, you can define slots names that are replaced with slot values after the policy is applied.

You can set one of the following notification actions: 

  • The selected event can be automatically assigned to a user.
  • The selected event status can be updated to Acknowledged.

BMC Helix ITSM incident

If you are using the integration with BMC Helix ITSM for Proactive Service Resolution (PSR), use the Predefine Policy for Incident to create an incident in BMC Helix ITSM after an event arrives in BMC Helix Operations Management. This policy is automatically enabled when BMC Helix Operations Management is registered to BMC Helix Integration Service after the integration with BMC Helix ITSM.

For more information, see Integrating with BMC Helix ITSM.

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