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Event-based notifications for alerting users

Send email notifications and generate incidents in BMC Helix IT Service Management 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 IT Service Management 


Email notification

The email notification policy enables 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. The condition that you specify in the notification criteria is considered as part of the event selection criteria to process events. The notification criteria is used to send email notifications on status or severity cha nges of existing event updates. If you specify both the status and severity in the criteria, the AND operator is used between the criteria conditions. Providing this condition is optional.

You can configure the email notification settings that contain the subject, the message, and a comma-separated list of valid email addresses to which the notification must be sent. For the subject and message, you can the define slot names that are replaced with slot values after the policy is applied. If you specify event slots of the date data type in the subject and message, the email notification displays the date as per the date format and time zone configured on the User Preferences page of the notification policy owner.

Important

  • Any change to the date format and time zone on the User Preferences page may take up to 15 minutes to reflect in the email notification.
  • For scenarios where notification policies do not have an owner, dd/MM/yyyy HH:mm and UTC are used as the default date format and time zone respectively.

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 IT Service Management incident

If you are using the integration with BMC Helix IT Service Management for Proactive Service Resolution (PSR), use the Predefine Policy for Incident to create an incident in BMC Helix IT Service Management 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 IT Service Management.

For more information, see Integrating-with-BMC-Helix-ITSM.


 

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