This documentation supports the 18.05 version of Change Management.

To view the latest version, select the version from the Product version menu.

Customizing notification messages

You can customize your own notification messages from the 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 must be unique. The Notification Message Tag is used by the notification workflow to identify the specific message to be sent. Each notification event can be associated with several notification messages.

Important

When customizing notification messages, do not modify the mappings until you understand the notification impact. Otherwise, your modifications can cause unexpected consequences (for example, missing modifications). You should test your modifications to make sure you are seeing the intended results.

To create notification messages

  1. Open the SYS:Notification Messages form in New mode.

  2. In the Mapping section, enter all the required information.
    1. Define the message tag.
      Use a descriptive title. You can view and select this tag in the Rules form.
    2. (Optional) Enter a locale (for example, fr_FR).
    3. If this message is for a company, select the company for which you want to configure the message, or select the Global option.
      Selecting Global configures the message for all companies.
    4. Specify the module name (for example, Release Management).
    5. Specify Yes if your notification applies to a support event (for example, Release Updated).
    6. Select the notification event (for example, Release Assigned).
    7. From the drop-down menu, select the form name that this message applies to.
  3. In the remaining fields of the form, enter the message text.
    These fields can contain literal text as well as substitution parameters (for example, #ReleaseID#). Standard filter workflow will perform a search and replace of this parameter with the actual incident ticket number.
    You can use the out-of-the-box messages supplied with BMC Remedy ITSM as templates for your own messages.

    If you want to add custom fields, or additional fields, see the following video:

    https://youtu.be/Bc2oZ2MhjrA

  4. Save your changes.
    Your messages are now available for use in the Rules form.
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Comments

  1. Surabhee Kulkarni

    Hello Jean,

    This is regarding your comment: I would like to change the approver notification message using my form CHG:infrastructure change" because this form has more information that I need than 'CHG: ChangeAPDetailSignature'. After made my Change the link on the E-mail does not display the approval form I do not know why. do you have any best practice?"

    I checked with the concerned SME and the CHG:Infrastructure Change and CHG:ChangeAPDetailSignature forms are backend forms that are displayed after customizations.

    For the issue, could you please contact BMC Customer Support?

    Thanks and regards,
    Surabhee

    Feb 26, 2020 03:42