This documentation supports the 21.05 version of BMC Helix ITSM: Change Management. To view an earlier 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.


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 confirm 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 Form Name 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 performs 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 Helix ITSM as templates for your own messages.

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

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