BMC Remedy ITSM notification events
The following tables describe notification events:
The following table describes BMC Incident Management notification events:
BMC Incident Management notification events
Event | Message tag | Filter | Description |
---|---|---|---|
Assignment | HPD-INC- | HPD:INC: | Notifies the Assignee when the assignment changes and the Incident is not Resolved. |
Assignment | HPD-INC- | HPD:INC: | Notifies the Assigned Group when the assignment changes and the Incident is not Resolved. |
Assignment | HPD-INC- | HPD:INC: | Notifies the Assigned Group Shift when the assignment changes and the Incident is not Resolved. |
Cancellation | HPD-INC- | HPD:INC: | Notifies the customer when the status of the Incident is changed to Cancelled. |
Change Associations | HPD-CRQ- | HPD:HAS: | Notifies the Assigned Group when the status of an associated Change Request is changed to Completed. |
Known Error Solution | HPD-PKE- | HPD:HAS: | Notifies the Incident Assignee or the Assigned Group when the Resolution of an associated Known Error is modified. |
Known Error Workaround | HPD-PKE- | HPD:HAS: | Notifies the Incident Assignee or the Assigned Group when the Workaround of an associated Known Error is modified. |
OLA Resolution Escalated Notification | HPD-INC- | HPD:INC: | Notifies the Incident Assignee when the Incident is escalated for OLA resolution. |
OLA Resolution Escalated Notification | HPD-INC- | HPD:INC: | Notifies the Incident Assigned Group when the Incident is escalated for OLA resolution. |
Ownership Assignment | HPD-INC- | HPD:INC: | Notifies the Assigned Owner when Ownership of the Incident has been set. |
Ownership Assignment | HPD-INC- | HPD:INC: | Notifies the Assigned Owner Group when Ownership Group of the Incident has been set. |
problem investigation Associations | HPD-PBI- | HPD:HAS: | Notifies the Assignee or the Assigned Group when the Incident is associated to a problem investigation from the problem investigation form. |
problem investigation Completion | HPD-PBI- | HPD:HAS: | Notifies the Assignee or the Assigned Group when an associated problem investigation is completed. |
Requester Incident Receipt Confirmation | HPD-INC- | HPD:INC: | Notifies the Requester when an open Incident is submitted. |
Requester Incident Re-opened | HPD-INC- | HPD:INC: | Notifies the Requester when an Incident that was Resolved is changed to open status. |
Requester Incident Resolution | HPD-INC- | HPD:INC: | Notifies the Requester when an open Incident is Resolved or Closed with a resolution. |
Requester Incident Resolution | HPD-INC-CustomerResolutionNT_ | HPD:INC: | Notifies the Requester when an open Incident is Resolved or Closed without a resolution. |
Requester Incident Resolution | HPD-INC- | HPD:INC: | Notifies the Contact Person when an open Incident is Resolved or Closed. |
Resolution | HPD-INC- | HPD:INC: | Notifies the Assignee when the duplicate Incident is Resolved by the original Incident. |
Resolution | HPD-INC- | HPD:INC: | Notifies the Assignee Group when the duplicate Incident is Resolved by the original Incident. |
Resolution | HPD-INC- | HPD:INC: | Notifies Incident Owner Group when the duplicate Incident is Resolved by the original Incident |
Resolution | HPD-INC- | HPD:INC: | Notifies Incident Owner Group when the Incident has been resolved. |
Resolution | HPD-INC- | HPD:INC:NTOwner_ | Notifies Incident Owner when the duplicate Incident is Resolved by the original Incident. |
Resolution | HPD-INC- | HPD:INC: | Notifies Incident Owner when the Incident has been resolved. |
SLA Resolution Escalation | HPD-INC- | HPD:INC: | Notifies Incident assignee group when the Incident has escalated for SLA resolution. |
SLA Resolution Escalation | HPD-INC- | HPD:INC: | Notifies Incident assignee when the Incident has escalated for SLA resolution. |
SLA Resolution Escalation | HPD-INC-SVTMgrGroup | HPD:INC: | Notifies Incident Manager when the Incident has been escalated for service target resolution. |
SLA Resolution Escalation | HPD-INC- | HPD:INC: | Notifies the Incident Manager of the Owner Group when the Incident begins SLA escalation. |
SLA Resolution Escalation | HPD-INC- | HPD:INC: | Notifies the Incident Owner when the Incident is escalated for resolution according to the terms of the SLA. |
SLA Resolution Escalation | HPD-INC- | HPD:INC: | Notifies the Incident Owner Group when the Incident is escalated for resolution according to the terms of the SLA. |
Unavailability Restored | AST-HPD-NotifyIncident | INT:ASTHPD: | Notifies the Incident Assignee or Assigned Group (if Assignee is blank) that the related CI Unavailability record has been restored (that is, the outage has been resolved), when a CI Unavailability record is set to Restored. |
Vendor Assignment | HPD-INC-Vendor | HPD:INC: | Notifies Vendor Support Group. |
The following table describes BMC Problem Management notification events:
BMC Problem Management notification events
Event | Message tag | Filter | Description |
---|---|---|---|
Unavailability Restored | AST-PBI- | INT:ASTHPD:AAA: | Notifies the problem investigation Assignee that the related CI Unavailability has been restored. |
Unavailability Restored | AST-PBI- | INT:ASTPBM: | Notifies the problem investigation Problem Coordinator that the related CI Unavailability has been restored. |
Solution Assignment | PBM-KDB- | PBM:KDB: | Notifies the Assigned Group that the Solution assignment information has changed and there is no individual assignee. |
Solution Assignment | PBM-KDB- | PBM:KDB: | Notifies the Assignee that the Solution assignment information has changed. |
Problem Assignment | PBM-PBI- | PBM:PBI: | Notifies the Assigned Group that the problem investigation assignment information has changed and there is no individual assignee. |
Problem Assignment | PBM-PBI- | PBM:PBI: | Notifies the Assignee that the problem investigation assignment information has changed. |
Problem Cancelled | PBM-PBI- | PBM:PBI: | Notifies the Requester that the problem investigation has been cancelled by the Problem Coordinator. |
Problem Completed | PBM-PBI- | PBM:PBI: | Notifies the Problem Coordinator group that the problem investigation has been completed and there is no individual Problem Coordinator. |
Problem Completed | PBM-PBI- | PBM:PBI: | Notifies the Problem Coordinator that the problem investigation has been completed. |
Problem Completed | PBM-PBI- | PBM:PBI: | Notifies the Requester that the problem investigation has been completed. |
Problem Coordinator Assignment | PBM-PBI- | PBM:PBI: | Notifies the Problem Coordinator that the Problem Coordinator assignment information has changed. |
Problem Coordinator Assignment | PBM-PBI- | PBM:PBI: | Notifies the Problem Coordinator group that the Problem Coordinator assignment information has changed and there is no individual assignee. |
Change Completed | PBM-PAS- | PBM:PAS: | Notifies the Problem Assignee that a change request related to the problem investigation has been completed. |
Change Completed | PBM-PAS- | PBM:PAS: | Notifies Problem Coordinator that an related to the problem investigation has been completed. |
Known Error Assignment | PBM-PKE- | PBM:PKE: | Notifies the Assigned Group that the Known Error assignment information has changed and there is no individual assignee. |
Known Error Assignment | PBM-PKE- | PBM:PKE: | Notifies the Assignee that the Known Error assignment information has changed. |
Known Error Manager Assignment | PBM-PKE- | PBM:PKE: | Notifies the Problem Coordinator that the Known Error Problem Coordinator assignment information has changed. |
Known Error Manager Assignment | PBM-PKE-ProblemManager | PBM:PKE: | Notifies the Problem Coordinator that the Known Error Problem Coordinator assignment information has changed and there is no individual assignee. |
The following table describes BMC Change Management notification events:
BMC Change Management notification events
Event | Message tag | Filter | Description |
---|---|---|---|
Requester Change Cancellation | CHG-CRQ- | CHG:CRQ: | Notifies the customer that the change request is set to the Cancelled status. |
Requester Change Cancellation | CHG-CRQ- | CHG:CRQ: | Notifies the requester that the change request is set to the Cancelled status. |
Requester Change Cancellation | CHG-CRQ- | CHG:CRQ:StatusCancelled_ | Notifies the Requester that the change request is set to the Cancelled status. |
Requester Completion | CHG-CRQ- | CHG:CRQ: | Notifies the customer that the change request is set to the Completed status. |
Requester Change Receipt Confirmation | CHG-CRQ- | CHG:CRQ: | Notifies the customer that a change request has been submitted. |
Requester Change Scheduled | CHG-CRQ- | CHG:CRQ: | Notifies customer that the change request is set to the Scheduled status. |
Requester Change Re-scheduled | CHG-CRQ- | CHG:CRQ:StatusDraft | Notifies Requester that the change request has been rescheduled. |
Requester Change Re-scheduled | CHG-CRQ- | CHG:CRQ: | Notifies Requester that the change request has been rescheduled. |
Requester Rejection | CHG-CRQ- | CHG:CRQ:StatusDraft | Notifies Requester that the change request has been returned to the Draft status. |
Requester Rejection | CHG-CRQ- | CHG:CRQ:StatusDraft-SetTag_120_Submit | Notifies Requester that the change request has been returned to the Draft status. |
Change Coordinator Assignment | CHG-CRQ- | CHG:CRQ:ChgAssignee-ReassignSetTag_330_Submit | Notifies change coordinator that a change has been reassigned to him. |
Implementer Assignment | CHG-CRQ- | CHG:CRQ:ChgImplementer | Notifies change implementer that a change has been reassigned to him. |
Change Manager Assignment | CHG-CRQ- | CHG:CRQ: | Notifies change manager that a change has been reassigned to him. |
Change Coordinator Planning | CHG-CRQ- | CHG:CRQ:StatusPIPAccepted | Notifies change coordinator group that the change request is set to the Planning In Progress status. |
Change Coordinator Latent Completion | CHG-CRQ- | CHG:CRQ: | Notifies change coordinator group that the change request is set to the Planning In Progress status. |
Change Coordinator Latent Completion | CHG-CRQ- | CHG:CRQ: | Notifies change coordinator that a change has been completed as a latent change. |
Change Manager Latent Completion | CHG-CRQ- | CHG:CRQ: | Notifies change manager that a change has been completed as a latent change. |
Change Manager Re-scheduled | CHG-CRQ- | CHG:CRQ: | Notifies change manager group of change manager assignment for a rescheduled change request. |
Change Manager Re-scheduled | CHG-CRQ- | CHG:CRQ: | Notifies change manager of change manager assignment for a rescheduled change request. |
Change Coordinator Re-scheduled | CHG-CRQ- | CHG:CRQ:ReSchRFCChg | Notifies change coordinator group of assignment for a rescheduled change request. |
Change Coordinator Scheduled | CHG-CRQ- | CHG:CRQ:ReSchRFCChg | Notifies change coordinator of assignment for a rescheduled change request. |
Approval | CHG-CRQ- | CHG:CRQ: | Notifies the assignee that the change has been rejected during an approval phase. |
Approval | CHG-APR-ApprovalNTForIndividual | AP:Notify-000000000000041 | Notifies the approver that the change request requires an approval. |
Approval | CHG-CRQ- | CHG:CRQ:NotifyOnRejectApproval-CMGrp | Notifies the assignee group that the change has been rejected during an approval phase. |
Non-Approval Information | CHG-NAN- | APR:NAN: | Notifies non-approver group that the change request has completed an approval process phase. |
Non-Approval Information | CHG-NAN- | APR:NAN:NotifyIndividual_ | Notifies non-approver (support individual) that the change request has completed an approval process phase. |
Non-Approval Information | CHG-NAN- | APR:NAN: | Notifies non-approver (non-support individual) that the change request has completed an approval process phase. |
Change Coordinator Completion | CHG-CRQ- | CHG:CRQ:StatusCompleted_ | Notification to change coordinator group that the change request is set to the Completed status. |
Change Coordinator Completion | CHG-CRQ- | CHG:CRQ:StatusCompleted | Notification to change coordinator 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- | CHG:CRQ:StatusCompleted_ | Notification to change manager that the change request is set to the Completed status. |
Change Manager Completion | CHG-CRQ- | CHG:CRQ:StatusCompleted | Notification to change manager that the change request is set to the Completed status and the change request status reason is Final Review Complete. |
Requester Completion | CHG-CRQ- | CHG:CRQ:StatusCompleted_ | Notification to Requester that the change request is set to the Completed status. |
Requester Completion | CHG-CRQ- | CHG:CRQ:StatusCompleted_ | Notification to Requester that the change request is set to the Completed status. |
Change Coordinator Pre-planning | CHG-CRQ- | CHG:CRQ:StatusRFCCAGrpSetTag_ | Notifies change coordinator group that the change request is set to the Request for Change status. |
Change Coordinator Pre-planning | CHG-CRQ- | CHG:CRQ:StatusRFCCASetTag_ | Notifies change coordinator that the change request is set to the Request for Change status. |
Change Manager Pre-planning | CHG-CRQ- | CHG:CRQ:StatusRFC_ | Notifies change manager group that the change request is set to the Request for Change status. |
Change Manager Pre-planning | CHG-CRQ- | CHG:CRQ:StatusRFCCM | Notifies change manager that a change request is set to the Request for Change status. |
Change Manager Planning | CHG-CRQ- | CHG:CRQ: | Notifies change manager group that the change request is set to the Planning in Progress status. |
Change Manager Planning | CHG-CRQ- | CHG:CRQ: | Notifies change manager that the change request is set to the Planning in Progress stage. |
Change Coordinator Planning | CHG-CRQ- | CHG:CRQ: | Notifies change coordinator group that the change request is set to the Planning in Progress status. |
Change Coordinator Assignment | CHG-CRQ- | CHG:CRQ: | Notifies change coordinator that the change request is set to the Planning in Progress status. |
Implementer Assignment | CHG-CRQ- | CHG:CRQ: | Notifies change implementer group that the change request is set to the Planning in Progress status. |
Change Manager Assignment43 | CHG-CRQ- | CHG:CRQ: | Notifies change manager group that the change request is set to the Planning in Progress status. |
Change Manager Assignment | CHG-CRQ- | CHG:CRQ:StatusPIPAssigned_ | Notifies change manager that the change request is set to the Planning in Progress status. |
Change Coordinator Scheduled For Review | CHG-CRQ-AssigneeGroup-SFRGroupNotification | CHG:CRQ: | Notifies change coordinator group that the change request is set to the Scheduled For Review status. |
Change Coordinator Scheduled For Review | CHG-CRQ- | CHG:CRQ:StatusSched | Notifies change coordinator that the change request is set to the Scheduled For Review status. |
Change Manager Scheduled for Review | CHG-CRQ- | CHG:CRQ:StatusSched | Notifies change manager group that the change request is set to the Scheduled For Review status. |
Change Manager Scheduled for Review | CHG-CRQ- | CHG:CRQ:StatusSched | Notifies change manager that the change request is set to the Scheduled For Review status. |
Implementer Planning | CHG-CRQ- | CHG:CRQ:StatusPIPAssigned | Notifies change implementer that the change request is set to Planning in Progress and 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-CRQ- | CHG:CRQ:StatusScheduled_ | Notifies change implementer group that the change request is set to the Scheduled status. |
Implementer Scheduled | CHG-CRQ-Implementer-ScheduledAssignment | CHG:CRQ:StatusScheduled_ | Notifies change implementer the change request is set to the Scheduled status. |
Change Coordinator Scheduled | CHG-CRQ- | CHG:CRQ:StatusScheduled | Notifies change coordinator group that the No Impact change request is set to the Scheduled status. |
Change Coordinator Scheduled | CHG-CRQ- | CHG:CRQ:StatusScheduled | Notifies change coordinator that the No Impact change request is set to the Scheduled status. |
Change Manager Scheduled | CHG-CRQ- | CHG:CRQ:StatusScheduled | Notifies change manager group that the No Impact change request is set to the Scheduled status. |
Change Manager Scheduled | CHG-CRQ- | CHG:CRQ:StatusScheduled | Notifies change manager group that the No Impact change request is set to the Scheduled status. |
Requester Change Scheduled | CHG-CRQ- | CHG:CRQ:StatusScheduled_ | Notifies non-support staff member that the change request is set to the Scheduled status. |
Requester Change Scheduled | CHG-CRQ- | CHG:CRQ:StatusScheduled_ | Notifies member of the support staff that the change request is set to the Scheduled status. |
Change Coordinator Completion | CHG-CRQ- | CHG:CRQ:StatusCompleted | Notifies change coordinator 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. |
Cancellation | CHG-CRQ- | CHG:CRQ:StatusCancelled_ | Notifies the Change Coordinator that the change request is set to Cancelled status. |
Cancellation | CHG-CRQ- | CHG:CRQ:StatusCancelled_ | Notifies the Change Manager that the change request is set to Cancelled status. |
Cancellation | CHG-CRQ-Assignee-CancellationNotification | CHG:CRQ:StatusCancelled_ | Notifies the assignee that the change request has been cancelled. |
Cancellation | CHG-CRQ-Manager-CancellationNotification | CHG:CRQ:StatusCancelled_ | Notifies the Change Manager that the change has been cancelled. |
SLA Response Escalated Notification | CHG-SLM- | CHG:CRQ:NTMgrSLMEsc_ | Notifies the Change Manager that the change is reaching the next milestone. |
Unavailability Restored | AST-CRQNotify | INT:ASTCHG:AAA:Notify | Notifies the user that the unavailable CI related to the change is now available. |
Change Coordinator Approval Rejection | CHG-CRQ-ApprovalRejectionNT | CHG:CRQ:NotifyOnRejectApproval-CA | Notifies the Change Coordinator when the Approver request for the Change Request is Rejected. |
Change Coordinator Approval Rejection | CHG-CRQ-ApprovalRejectionNT | CHG:CRQ:NotifyOnRejectApproval-CAGrp | Notifies the Change Coordinator group when the Approval for Change Request is Rejected. |
Change Manager Approval Rejection | CHG-CRQ-ApprovalRejectionNT | CHG:CRQ:NotifyOnRejectApproval-CMGrp | Notifies the Change Manager group when the Change Request approval is Rejected. |
Change Manager Approval Rejection | CHG-CRQ-ApprovalRejectionNT | CHG:CRQ:NotifyOnRejectApproval-CM | Notifies the Change Manager when the Change Request approval is Rejected. |
Change Coordinator Completion | CHG-CRQ-Assignee-Group&IndividualClosureNotification | CHG:CRQ:StatusClosed_855_CA | Notifies the individual or the Change Coordinator group when the Change Request has been Closed. |
Change Coordinator Completion | CHG-CRQ-Assignee-Group&IndividualCompletion | CHG:CRQ:StatusCompleted_855 | Notifies the individual or the Change Coordinator group when the Change Request has been Completed |
Change Coordinator Planning | CHG-CRQ-Assignee-Group&IndividualPendingNotification | CHG:CRQ:StatusPending_855 | Notifies the individual or the Change Coordinator group when the Change Request is Pending. |
Change Coordinator Assignment | CHG-CRQ-AssigneeGroup-RFAGroupAssignment | CHG:CRQ:StatusRFACAGrpSetTag_ | Notifies the Change Coordinator whenever a new Change Request is assigned to it |
Change Coordinator Scheduled | CHG-CRQ-Assignee-IIP | CHG:CRQ:StatusIIPCASetTag_ | Notifies the Change Coordinator when the Change Request is processed for Implementation. |
Change Coordinator Assignment | CHG-CRQ-Assignee- | CHG:CRQ:StatusRFACASetTag_ | Notifies the Change Coordinator when he or she is assigned as the Change Coordinator. |
Change Manager Completion | CHG-CRQ-Manager-Group&IndividualClosure | CHG:CRQ:StatusClosed_855_ | Notifies the Change Manager when the change is closed. |
Change Manager Planning | CHG-CRQ-Manager-Group&IndividualPendingNotification | CHG:CRQ:StatusPending_855_ | Notifies the individual or the Change Manager group when the Change Request is Pending. |
Change Manager Assignment | CHG-CRQ-ManagerGroup-RFAGroupAssignment | CHG:CRQ:StatusRFA_815_ | Notifies the Change Manager Group when they are assigned as the Change Manager Group for the Change Request. |
Change Manager Scheduled | CHG-CRQ-Manager-IIP | CHG:CRQ:StatusIIPCMSetTag_ | Notifies the Change Manager when the Change Request is processed for Implementation. |
Change Manager Assignment | CHG-CRQ-Manager-RFAAssignment | CHG:CRQ:StatusRFACMSetTag_ | Notifies the Change Manager when he or she is assigned as the Change Manager. |
Change Manager Predecessor Completion | CHG-CRQ-PredecessorStatusInformation | CHG:CHA:NotifyICComplt_801_ | Notifies the Change Manager of a Change Request when the Predecessor Change Request of that Change Request is completed. |
SLA Response Escalated Notification | CHG-SLM-CHGMGRNTFY | CHG:CRQ:NTMgrSLMEsc_851_ | Notifies the Change Manager when the Change Request is reaching the milestone |
Task Cancellation | CHG-TSK-Implementer-TaskCancellation | TMS:TAS:StatusCanceled | Notifies the Task Assignee Group when the task is cancelled by the Change Manager. |
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.
Release Management notification events
Event | Message tag | Filter | Description |
---|---|---|---|
Release Assigned | RMS-APR-ApprovalNTForIndividual | Not Applicable | Notifies support staff individual that a release has been assigned to him or her. |
Release Updated | RMS-RLM_Requester-ReleaseCompletionNotification | Not Applicable | Notifies requester that the release request has been completed by the support staff. |
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.
Activity module notification events
Event | Message tag | Filter | Description |
---|---|---|---|
Activity Assigned | AAS_AAS_Assigned_Group | Not Applicable | Notifies support staff group that an activity has been assigned to them. |
Activity Assigned | AAS_AAS_Assigned_Individual | Not Applicable | Notifies support staff individual that an activity has been assigned to him or her. |
Activity Status Changed | AAS_AAS_StatusChanged | Not Applicable | Notifies support staff that the status of an activity has been changed. |
The following table describes Task Management System (TMS) notification events. For more information about TMS, see Task Management System.
Task Management System notification events
Event | Message tag | Filter | Description |
---|---|---|---|
Task Assigned | TMS_TAS_ | TMS:TAS: | Notifies assignee when the assignment engine modifies the task and the Assignee+ field is not empty. No notifications are sent to the assignee group. |
Task Assigned | TMS_TAS_ | TMS:TAS: | Notifies assignee when you modify a task if you enter a different assignee from the Assignee+ field. The new assignee cannot match the previous assignee. No notifications are sent to the assignee group. |
Task Assigned | TMS_TAS_ | TMS:TAS: | Notifies assignee when creating a task if you enter an assignee in the Assignee+ field. No notifications are sent to the assignee group. |
Task Assigned | TMS_TAS_ | TMS:TAS: | Notifies the Assigned Group when the Task status is changes to Pending and the Status Reason is set to Assignment. |
Task Status Changed | TMS_TAS_ | TMS:TAS: | Notifies assignee when you modify a task and change its status. If there is no assignee specified in the Assignee+ field, the assignee group is notified. |
The following table describes BMC Asset Management notification events:
BMC Asset Management notification events
Event | Message tag | Filter | Description |
---|---|---|---|
Approval | AST-APR- | AST:ARD: | Notifies the requester's manager that a purchase requisition requires approval. |
Asset Scheduled Maintenance | AST-AVI- | AST:Asset Schedule View_NotifyofExpire04_ | Notifies Asset Manager of next scheduled maintenance/audit date for an Asset. |
Bulk Inventory Reorder | AST-AIQ- | ASI:AIQ: | Notifies either Group Owner or Inventory Owner that a bulk item needs to be reordered. |
CI Status Change | AST-SHR- | ASI:AEO: | Notifies individual or group when a CI changes key attributes; status, Company, Product categorization, Product Name and Model/Version. |
Configuration Item Approval | AST-ANF- | AST:ANF: | Notification message is hard coded in this filter. Message tag in SYS:Notification Messages form is not used. |
Configuration Scheduled Maintenance | AST-AVI- | AST:AVI: | Notifies Asset Notification Contract of next scheduled maintenance date for a configuration. |
Contract Expiration | AST-CON- | AST:CTB: | Notifies the Contract Owner Group when the current date is later than the Contract Expiry Date. |
Contract Expiration Warning | AST-CON-OwnerGroup-ContractExpiryWarning | AST:CTB: | Notifies the Contract Owner Group or Individual when the current date is within the specified number of days of the Contract Expiry Date. |
Resolution Escalation | AST-AOT- | AST:AOT: | Notifies the designated group or individual when an Unavailability record is not Restored and the time allotted for resolution by the corresponding OLA has elapsed. |
Resolution Escalation | AST-AOT- | AST:AOT: | Notifies the assigned group when an Unavailability record is escalated for OLA resolution. |
Resolution Escalation | AST-AOT- | AST:AOT: | Notifies the assignee when an Unavailability record is escalated for SLA resolution. |
Resolution Escalation | AST-AOT- | AST:AOT: | Notifies the assignee group when an Unavailability record is escalated for SLA resolution. |
Resolution Escalation | AST-AOT- | AST:AOT: | Notifies the individual or assignee group availability manager when an Unavailability record is escalated for SLA resolution. |
Unavailability Assignment | AST-AOT- | AST:AOT: | Notifies the assignee of an open Unavailability record when the assignment changes and is not cross-referenced to another request. |
Unavailability Assignment | AST-AOT- | AST:AOT: | Notifies the assignee of an open Unavailability record when the assignment changes and is cross-referenced to another request. |
Unavailability Assignment | AST-AOT- | AST:AOT: | Notifies the assigned group of an open Unavailability record when the assignment changes and is not cross-referenced to another request. |
Unavailability Assignment | AST-AOT- | AST:AOT: | Notifies the assigned group of an open Unavailability record when the assignment changes and is cross-referenced to another request. |
Configuration Item Approval | AST-ANF- | AST:ANF:NotifyExpireIndiv805 | Notifies approving manager that Configuration Catalog Item requires approval. |
Configuration Scheduled Maintenance | AST-AVI- | AST:AVI: | Notifies Asset Manager of next scheduled maintenance date for a configuration. |
Asset Scheduled Maintenance | AST-AVI- | AST:AVI: | Notifies Asset Manager of next scheduled maintenance/audit date for an Asset. |
The following table describes License Management notification events:
License Management notification events
Event | Message tag | Filter | Description |
---|---|---|---|
Certificate Breach Warning | AST-ALC- | AST:ALC: | Notifies support staff that the license certificate is approaching Level 1 Breach. |
Certificate Breach Warning | AST-ALC- | AST:ALC: | Notifies support staff that the license certificate is approaching Level 2 Breach. |
Certificate Historical | AST-ALC- | AST:ALC: | Notifies support staff that the license certificate has expired. |
Certificate Historical | AST-ALC- | AST:ALC: | Notifies support staff that the status of the license certificate has been set. |
Certificate Notification Warning | AST-ALC- | AST:ALC: | Notifies support staff that the license certificate will expire at a set date. |
Certificate Out of Compliance | AST-ALC- | AST:ALC: | Notifies support staff that the license certificate is out of compliance. |
Certificate Owner Assignment | AST-ALC- | AST:ALC: | Notifies support staff individual that the license certificate has been assigned to him or her. |
Certificate Owner Assignment | AST-ALC-CertificateOwner | AST:ALC: | Notifies support staff group that the license certificate has been assigned to them. |
The following table describes the Global notification event:
Global notification event
Event | Message tag | Filter | Description |
---|---|---|---|
Reminder Notification | FND-REM-ReminderNotification | CFG:SMI:SendReminder_800 | Reminder |
The following tables describe BMC Service Request Management and Work Order Management notification events:
BMC Service Request Management notification events
Event | Description | Message tag | Filter |
---|---|---|---|
Request Submitted | Notifies requesters when they submit requests for themselves. If the request was submitted on behalf of another user, notifies both the submitter (Requested By user) and the On Behalf Of user (Requested For user). | SRM-REQ-Submitted-ReqForBy | SRM:REQ:NTRequesterSubmitted_ |
Request Response Escalation | Notifies the Approver when the request requires an approval. | SRM-REQ-Approver_Notification | SRM:REQ:Notify_Approver |
Request Status Changed | Notifies Requested By and Requested For users when the request is moved to the Pending status. | SRM-REQ-StatusUpdatedPending | SRM:REQ:NTRequesterStatusUpdated_ Pending_SetTag SRM:REQ:NTRequesterForStatusUpdated_ Pending_SetTag |
Request Status Changed | Notifies Requested By and Requested For users when the request is moved to the Initiated status. The message indicates that the request status has been updated to Planning. | SRM-REQ-StatusUpdated | SRM:REQ:NTRequesterStatusUpdated_ |
Request Status Changed | Notifies the Request Manager when:
Notes:
| SRM-REQ-Request_Reopen | SRM:REQ:NTMgr_On_Reopen_SetTag |
Request Status Completed | Notifies Requested By and Requested For users when the request is Completed. | SRM-REQ-StatusCompleted_ReqForBy | SRM:REQ:NTRequesterStatusUpdated_ |
Request Status Rejected | Notifies Requested For user when the request is Rejected. The message indicates that the request is cancelled. | SRM-REQ-StatusRejected_ReqForBy | SRM:REQ:NTRequesterStatusUpdated_ |
Request Status Cancelled | Notifies Requested By and Requested For users when the request is Cancelled. | SRM-REQ-StatusCancelled_ReqForBy | SRM:REQ:NTRequesterStatusUpdated_ |
Work Order Management notification events
Event | Description | Message tag | Filter |
---|---|---|---|
Work Order Submit | Notifies the Requested By (Contact) and Requested For (Customer) users on submission of a work order. | WOI-WOI-Submitted-RequestedForBy | WOI:WOI:NTNotify RequestedByOnSubmit_2 WOI:WOI:NTNotify RequestedFor_1 |
Work Order Manager Assignment | Notifies the Work Order Manager (Request Manager) when the work order is Assigned. | WOI-WOI-Assignment_ Notification | WOI:WOI:NTNotify AssigneeManager_ CALLGUIDE |
Work Order Manager Assignment | Notifies the Assignee Manager group when the work order is submitted and Assignment Engine integration is not set to Yes in the work order rules. | WOI-WOI-Assignment_ Manager_ | WOI:WOI:NTNotify AssigneeManager Group_Submit_CALL GUIDE |
Work Order Assignee Assignment | Notifies the Assignee Group when the work order is Submitted and the Assignment Engine is not set to Yes in the work order rules. | WOI-WOI-Assignment_ Assignee_ | WOI:WOI:NTNotify AssigneeGroup_ Submit_CALLGUIDE |
Work Order Assignee Assignment | Notifies the Assignee Group when the Request Assignee support group is updated and not assigned to any individual Request Assignee. | WOI-WOI-Assignment_Assignee_Group_ | WOI:WOI:NTNotifyAssigneeGroup_ |
Work Order Manager Assignment | Notifies the Assignee Manager group when the Request Manager Support group name is updated and not assigned to any individual manager. | WOI-WOI-Assignment_ Manager_ | WOI:WOI:NTNotify AssigneeManager Group_Modify_CALL GUIDE |
Work Order Manager Assignment | Notifies the Assignee Manager group when the work order status is updated to In Progress and the work order is not assigned to any Request Manager. | WOI-WOI-Assignment_ Manager_ | WOI:WOI:NTNotify AssigneeManager Group |
Work Order Status In Progress | Notifies the Requested For (Customer) user when the work order moves to the In Progress state. | WOI-WOI-Status Approved | WOI:WOI:NTNotify RequestedForOn InProgress |
Work Order Status Pending | Notifies the Requested For (Customer) user when the work order moves to the Pending state. | WOI-WOI-Status Updated | WOI:WOI:NTNotify RequestedForOn Pending |
Work Order Status Pending | Notifies Assignee Group when the Work Order Status is moved to Rejected or Cancelled state and the work order is not assigned to an individual Request Assignee. The Notification is sent only when Request Assignee Support Group is different from the Request Manager Support Group. | WOI-WOI-Status Updated | WOI:WOI:NTNotify AssigneeGroup_ onStatusChanged |
Work Order Status Pending | Notifies the Work Order Manager (Request Manager) when the work order is rejected or cancelled. | WOI-WOI-StatusUpdated | WOI:WOI:NTNotify AssigneeManager_ onStatusChanged |
Work Order Status Pending | Notifies the Assignee Manager group when the request is moved to the Rejected or Cancelled state and not assigned to any individual manager. | WOI-WOI-Status Updated | WOI:WOI:NTNotify AssigneeManager Group_onStatus Changed |
Work Order Status Rejected | Notifies the Requested For (Customer) user when the work order moves to the Rejected state. | WOI-WOI-Status Rejected_ReqForBy | WOI:WOI:NTNotify RequestedForOn Rejected |
Work Order Status Cancelled | Notifies the Requested For (Customer) user when the work order moves to the Cancelled state. | WOI-WOI-Status Cancelled_ReqForBy | WOI:WOI:NTNotify RequestedForOn Cancelled |
Work Order Status Completed | Notifies the Requested For (Customer) user when the work order moves to the Completed state. | WOI-WOI-Status Completed_ReqForBy | WOI:WOI:NTNotify RequestedForOn Completed |
Notes
- When BMC Service Request Management is installed on top of BMC Remedy IT Service Management, notifications to end users from fulfillment applications (such as Incident Management, Change Management, and Work Order Management) are disabled. You should keep these notifications disabled, so that users do not receive multiple notifications during the fulfillment process. For example, end users should only get notifications from service requests that they submit, not from work orders generated on the back end. Notifications to the work order manager and assignee are sent as usual.
- For On Behalf Of requests, notifications are sent only to the Requested For name specified in the service request, and not to users specified in fulfillment requests. For example, a service request is submitted on behalf of Mary Manager, and a work order is generated automatically. If the contact name in the work order is changed to Bob Backline, Bob's name is not passed back to the service request. Notifications are still sent to Mary, and not to Bob.
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Comments
The problem management notification descriptions are using Problem Manager. But in 8.1 there is no Problem Manager only Problem Coordinator.
Thanks for pointing this out Krystian. I have replaced Problem Manager with Problem Coordinator.
Hi, Is it possible to get the system to send alerts out when a high priority, Sev 1 type incident is logged to alert people of this event?
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