Creating, editing, viewing, and deleting notifications

As a service designer, you can create notifications in BMC Helix Service Monitoring to enable the sending of messages or cards to channels or users in Microsoft Teams who can act based upon the impact and remediate it to bring the health of your system back to normal. 

A card contains a short description of the event and actions that can be executed directly for the impacted service or situation. 

To create a notification for services

1. On the BMC Helix Service Monitoring console, click Configurations > Manage Notifications.  
2. Click Create Notification.
3. On the Create Notification page, provide the following information:
   1. Enter a notification name.
   2. Click Select to select one or more users or channels in Microsoft Teams. 
      Only those users and channels that have the BMC Helix application appear in this list.
   3. In the Notification Conditions area, select Services. 
   4. Click Select to select one or more services.

   5. In the Notification area, select the type of notification and the condition to send the notification from the following options:
      Send: Service Card or Message
      When: Service is Critical | Service is Major | Service is Minor 
      

      
      For example, if you want to send a service card to the Microsoft Teams channel every time a service is in a critical state, you select Service Card from the Send list and Service is Critical. Every time the service reaches a critical state, a service card is sent to the channel or users specified in the notification. 

      Note

      You can add multiple conditions to send notifications however, you cannot add duplicate conditions. For example, if you choose to send a service card when a service is critical, you cannot select a service card again for the same severity. 

      
      

   6. Click Save Notification.
      The notification policy appears on the Manage Microsoft Teams Notifications page. When a service matches the condition specified in the notification, a notification is sent. The following figure shows an example of a service card sent when the service reached a critical state. 
      
      Operators can then perform actions available on the card. 

To create a notification for situations

1. On the BMC Helix Service Monitoring console, click Configurations > Manage Notifications. 
2. Click Create Notification.
3. On the Create Notification page, provide the following information. 
   
   1. Enter a unique name for the notification. 
   2. Click Select to select one or more users or channels in Microsoft Teams. 
      Only those users and channels that have the BMC Helix application appear in this list.
   3. In the Notification Conditions area, select Situations.
   4. In the Notification area, select the type of notification and the condition to send the notification from the following options: 

      Send: Situation Card or Message
      When: Situation is Critical | Situation is Major | Situation is Minor
      
      When a situation matches the condition specified in the notification, a message or card is sent. 
      For example, if you want to send a situation card to the Microsoft Teams channel every time critical correlation events appears as a situation, select Situation Card from the Send list and Situation is Critical. 

      Note

      You can add multiple conditions to send notifications however, you cannot add duplicate conditions. For example, if you choose to send a situation card when a critical situation occurs, you cannot select a card again for the same severity. 

   5. Click Save Notification.
      You can view the details on the Manage Microsoft Teams Notifications page. When a critical situation appears in BMC Helix Service Monitoring, the following card is sent to the channel or users specified in the notification. 
      
      Operators can then perform actions available on the card. 

To respond to notifications in Microsoft Teams

A service card shows details for the impacted service such as the service name, percentage impact, severity, health score, number of open events, incidents, and impacted nodes. 

As an operator, you can perform the following actions from a service card:

• View Incidents: Launches the incidents page in BMC Helix ITSM, which shows the incidents created for this service (Requires connection with BMC Helix ITSM).
• View Probable Cause: Launches the BMC Helix Service Monitoring console and shows the Probable Cause Analysis for this service, which includes the causal nodes, topology, and metrics. 
• Schedule Meeting: Sets up a meeting in Microsoft Teams. 

A situation card shows details for the situation such as the situation name, number of events, severity, priority, and so on.

You can perform the following actions from a situation card:

• Acknowledge: Situation status changes to Acknowledged.
• Create Incident: Creates an incident for the situation in BMC Helix ITSM. You can only create incidents if BMC Helix ITSM is integrated. 
• Close: Closes the correlated events (except alarms) in the situation in the BMC Helix Service Monitoring console. 

For more information about the commands and actions you can use with the Microsoft Teams chat application, see Commands and actions available in Microsoft Teams. 

To edit notification policies

1. On the BMC Helix Service Monitoring console, click Configurations > Manage Notifications. 
2. For the notification that you want to edit, click Actions > Edit.
3. Make changes based on your requirement and click Save Notification.

To delete notification policies

1. On the BMC Helix Service Monitoring console, click Configurations > Manage Notifications. 
2. For the notification that you want to delete, click Actions > Delete.
3. On the warning message, click Yes.
   The notification is deleted.