This documentation supports the 18.08 version of Remedy IT Service Management Suite.

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

BMC Remedy ITSM notification events

The following tables describe notification events:

 BMC Incident Management notification events

The following table describes BMC Incident Management notification events:

BMC Incident Management notification events

Event

Message tag

Filter

Description

Assignment

HPD-INC-
Assignee
Assignment

HPD:INC:
NTAssignee_
800_SetTag

Notifies the Assignee when the assignment changes and the Incident is not Resolved.

Assignment

HPD-INC-
Group
Assignment

HPD:INC:
NTAsgGrp_
805_SetTag

Notifies the Assigned Group when the assignment changes and the Incident is not Resolved.

Assignment

HPD-INC-
ShiftGroup
Assignment

HPD:INC:
NTAsgShiftGrp_
810_SetTag

Notifies the Assigned Group Shift when the assignment changes and the Incident is not Resolved.

Cancellation

HPD-INC-
Customer
CancellationNT

HPD:INC:
NTCustCancelled_
857_SetTag

Notifies the customer when the status of the Incident is changed to Cancelled.

Change Associations

HPD-CRQ-
ChangeRequest
Status

HPD:HAS:
NotifyICComplt-
NPC_100_Push

Notifies the Assigned Group when the status of an associated Change Request is changed to Completed.

Known Error Solution

HPD-PKE-
Permanent
Solution
Determined

HPD:HAS:
NotifyKnwnErrPermSoln_
806_PNPC

Notifies the Incident Assignee or the Assigned Group when the Resolution of an associated Known Error is modified.

Known Error Workaround

HPD-PKE-
TempWorkaround
Determined

HPD:HAS:
NotifyKnwnErrTempSoln_NPC_
100_Push

Notifies the Incident Assignee or the Assigned Group when the Workaround of an associated Known Error is modified.

OLA Resolution Escalated Notification

HPD-INC-
Assignee
OLAResolution
Escalation

HPD:INC:
NTOLAAssignee_
886_SetTag

Notifies the Incident Assignee when the Incident is escalated for OLA resolution.

OLA Resolution Escalated Notification

HPD-INC-
GroupAssignment
OLAResolution
Escalation

HPD:INC:
NTOLAAssignGrp_
885_SetTag

Notifies the Incident Assigned Group when the Incident is escalated for OLA resolution.

Ownership Assignment

HPD-INC-
OwnerAssignment

HPD:INC:
NTOwner_
800_SetTag

Notifies the Assigned Owner when Ownership of the Incident has been set.

Ownership Assignment

HPD-INC-
GroupOwner
Assignment

HPD:INC:
NTOwnerGrp_
820_SetTag
HPD:INC:
NTOwnerGrp_
821_SetTag

Notifies the Assigned Owner Group when Ownership Group of the Incident has been set.

Note: Filter 821 runs on Submit and filter 820 runs on Modify.

Problem Investigation Associations

HPD-PBI-
IncidentInvestigation
Association

HPD:HAS:
NotifyIncident_NPC_
100_Push

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-
Investigation
Completed

HPD:HAS:
NTPBIComplt_NPC_
100_Push

Notifies the Assignee or the Assigned Group when an associated Problem Investigation is completed.

Requester Incident Receipt Confirmation

HPD-INC-
CustomerReceipt
Confirmation

HPD:INC:
NTCustConfirm_
851_SetTag

Notifies the Requester when an open Incident is submitted.

Requester Incident Re-opened

HPD-INC-
Customer
ReOpenNT

HPD:INC:
NTCustReOpen_
855_SetTag

Notifies the Requester when an Incident that was Resolved is changed to open status.

Requester Incident Resolution

HPD-INC-
Customer
ResolutionNT

HPD:INC:
NTCustRes_
853_SetTag

Notifies the Requester when an open Incident is Resolved or Closed with a resolution.

Requester Incident Resolution

HPD-INC-CustomerResolutionNT_
NoRes

HPD:INC:
NTCustRes_
853_SetTag_NoRes

Notifies the Requester when an open Incident is Resolved or Closed without a resolution.

Requester Incident Resolution

HPD-INC-
DirectContact
ResolutionNT

HPD:INC:
NTDirect
ContactRes_
853_SetTag

Notifies the Contact Person when an open Incident is Resolved or Closed.

Resolution

HPD-INC-
AssigneeDuplicate
Resolution

HPD:INC:
NTAssignee_
845_DupRes-SetTag

Notifies the Assignee when the duplicate Incident is Resolved by the original Incident.

Resolution

HPD-INC-
GroupAssigned
DuplicateResolution

HPD:INC:
NTAsgGrp_
846_DupRes-SetTag

Notifies the Assignee Group when the duplicate Incident is Resolved by the original Incident.

Resolution

HPD-INC-
GroupOwner
DuplicateResolution

HPD:INC:
NTOwnerGrp_
841_DupRes-SetTag

Notifies Incident Owner Group when the duplicate Incident is Resolved by the original Incident

Resolution

HPD-INC-
GroupOwner
Resolution

HPD:INC:
NTOwnerGrpRes_
830_SetTag

Notifies Incident Owner Group when the Incident has been resolved.

Resolution

HPD-INC-
OwnerDuplicate
Resolution

HPD:INC:NTOwner_
840_DupRes-SetTag

Notifies Incident Owner when the duplicate Incident is Resolved by the original Incident.

Resolution

HPD-INC-
OwnerResolution

HPD:INC:
NTOwnerRes_
825_SetTag

Notifies Incident Owner when the Incident has been resolved.

SLA Resolution Escalation

HPD-INC-
GroupAssignment
SLAResolution
Escalation

HPD:INC:
NTSLAAssignGrp_
881_SetTag

Notifies Incident assignee group when the Incident has escalated for SLA resolution.

SLA Resolution Escalation

HPD-INC-
AssigneeSLA
ResolutionEscalation

HPD:INC:
NTSLAAssignee_
884_SetTag

Notifies Incident assignee when the Incident has escalated for SLA resolution.

SLA Resolution Escalation

HPD-INC-SVTMgrGroup
Assignment
Resolution
Escalation

HPD:INC:
NTSVTMgrAssignGrp_
888_SetTag

Notifies Incident Manager when the Incident has been escalated for service target resolution.

SLA Resolution Escalation

HPD-INC-
SVTMgr
OwnerGroup
ResolutionEscalation

HPD:INC:
NTSVTMgrOwnerGrp_
890_SetTag

Notifies the Incident Manager of the Owner Group when the Incident begins SLA escalation.

SLA Resolution Escalation

HPD-INC-
SVTOwner
Resolution
Escalation

HPD:INC:
NTSVTrOwner_
883_SetTag

Notifies the Incident Owner when the Incident is escalated for resolution according to the terms of the SLA.

SLA Resolution Escalation

HPD-INC-
SVTOwner
Group
Resolution
Escalation

HPD:INC:
NTSVTOwnerGrp_
882_SetTag

Notifies the Incident Owner Group when the Incident is escalated for resolution according to the terms of the SLA.

Unavailability Restored

AST-HPD-NotifyIncident
CIUARestored

INT:ASTHPD:
AAA:NotifyCIUARestored_
Incident_120_SubmitNTE

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.
The Notification is sent only to Assignees of Incidents that are related to the CI Unavailability record.

Vendor Assignment

HPD-INC-Vendor
AssignmentNT

HPD:INC:
NTVendorAssignment_
861_SetTag

Notifies Vendor Support Group.

 BMC Problem Management notification events

The following table describes BMC Problem Management notification events:

BMC Problem Management notification events

Event

Message tag

Filter

Description

Unavailability Restored

AST-PBI-
NotifyInvestigation
AssigneeCIUA
Restored

INT:ASTHPD:AAA:
NotifyCIUARestored_
Incident_120_
SubmitNTE

Notifies the Problem Investigation Assignee that the related CI Unavailability has been restored.

Unavailability Restored

AST-PBI-
NotifyInvestigation
ManagerCIUA
Restored

INT:ASTPBM:
AAA:NotifyCIUARestored_
Investigaton_120_
SubmitNTEManager

Notifies the Problem Investigation Problem Coordinator that the related CI Unavailability has been restored.

Solution Assignment

PBM-KDB-
AssigneeGroup
Assignment

PBM:KDB:
AssigneeGrp_
810_SetTag

Notifies the Assigned Group that the Solution assignment information has changed and there is no individual assignee.

Solution Assignment

PBM-KDB-
AssigneeIndiv
Assignment

PBM:KDB:
AssigneeIndiv_
810_SetTag

Notifies the Assignee that the Solution assignment information has changed.

Problem Assignment

PBM-PBI-
ProblemGroup
Assignment

PBM:PBI:
AssgnGrp_
810_SetTag

Notifies the Assigned Group that the Problem Investigation assignment information has changed and there is no individual assignee.

Problem Assignment

PBM-PBI-
ProblemAssignee
Assignment

PBM:PBI:
AssgnInd_
810_SetTag

Notifies the Assignee that the Problem Investigation assignment information has changed.

Problem Cancelled

PBM-PBI-
ProblemInvestigation
RequesterCancellation

PBM:PBI:
Cancelled_
830_Requester-SetTag

Notifies the Requester that the Problem Investigation has been cancelled by the Problem Coordinator.

Problem Completed

PBM-PBI-
ProblemInvestigation
ManagerGroupCompletion

PBM:PBI:
Completed_
820_PBMMgrGrp-SetTag

Notifies the Problem Coordinator Group that the Problem Investigation has been completed and there is no individual Problem Coordinator.

Problem Completed

PBM-PBI-
ProblemInvestigation
ManagerCompletion

PBM:PBI:
Completed_
820_PBMMgr-SetTag

Notifies the Problem Coordinator that the Problem Investigation has been completed.

Problem Completed

PBM-PBI-
ProblemInvestigation
RequesterCompletion

PBM:PBI:
Completed_
830_Requester-SetTag

Notifies the Requester that the Problem Investigation has been completed.

Problem Coordinator Assignment

PBM-PBI-
ProblemManager
Assignment

PBM:PBI:
PBMMgr_
800_SetTag

Notifies the Problem Coordinator that the Problem Coordinator assignment information has changed.

Problem Coordinator Assignment

PBM-PBI-
ProblemManager
GroupAssignment

PBM:PBI:
PBMMgrGrp_
800_SetTag

Notifies the Problem Coordinator Group that the Problem Coordinator assignment information has changed and there is no individual assignee.

Change Completed

PBM-PAS-
AssigneeAssociated
ChangeCompletion

PBM:PAS:
NTICComplt_
803_Ass-PNPC

Notifies the Problem Assignee that a change request related to the Problem Investigation has been completed.

Change Completed

PBM-PAS-
ManagerAssociated
ChangeCompletion

PBM:PAS:
NTICComplt_
802_Mgr-PNPC

Notifies Problem Coordinator that an related to the Problem Investigation has been completed.

Known Error Assignment

PBM-PKE-
GroupAssignment

PBM:PKE:
AssgneeGrpChg_
803_SetTag

Notifies the Assigned Group that the Known Error assignment information has changed and there is no individual assignee.

Known Error Assignment

PBM-PKE-
AssigneeAssignment

PBM:PKE:
AssgneeIndChg_
802_SetTag

Notifies the Assignee that the Known Error assignment information has changed.

Known Error Manager Assignment

PBM-PKE-
ProblemManager
Assignment

PBM:PKE:
PBMMgrChg_
800_SetTag

Notifies the Problem Coordinator that the Known Error Problem Coordinator assignment information has changed.

Known Error Manager Assignment

PBM-PKE-ProblemManager
GroupAssignment

PBM:PKE:
PBMMgrGrpChg_
801_SetTag

Notifies the Problem Coordinator that the Known Error Problem Coordinator assignment information has changed and there is no individual assignee.

 BMC Change Management notification events

The following table describes BMC Change Management notification events:

BMC Change Management notification events

Event

Message tag

Filter

Description

Requester Change Cancellation

CHG-CRQ-
Customer-
CancellationNotification

CHG:CRQ:
NTCustCancel_858_SetTag

Notifies the customer that the change request is set to the Cancelled status.

Requester Change Cancellation

CHG-CRQ-
RequesterNonSG-
CancellationNotification

CHG:CRQ:
StatusCancelled_
858_RqsternonSupportGrp-
SetTag

Notifies the requester that the change request is set to the Cancelled status.

Requester Change Cancellation

CHG-CRQ-
Requester-
CancellationNotification

CHG:CRQ:StatusCancelled_
858_Rqster-SetTag

Notifies the Requester that the change request is set to the Cancelled status.

Requester Completion

CHG-CRQ-
Customer-
CompletionNotification

CHG:CRQ:
NTCustCompletion_855_SetTag

Notifies the customer that the change request is set to the Completed status.

Requester Change Receipt Confirmation

CHG-CRQ-
Customer-
ReceiptConfirmation

CHG:CRQ:
NTCustConfirm_803_SetTag

Notifies the customer that a change request has been submitted.

Requester Change Scheduled

CHG-CRQ-
Customer-
ScheduledNotification

CHG:CRQ:
NTCustScheduled_850_SetTag

Notifies customer that the change request is set to the Scheduled status.

Requester Change Re-scheduled

CHG-CRQ-
RequesterNonSG-
RFCRescheduled

CHG:CRQ:StatusDraft
NonSupportGrpSetTag_
110_Submit

Notifies Requester that the change request has been rescheduled.

Requester Change Re-scheduled

CHG-CRQ-
Requester-
RFCRescheduled

CHG:CRQ:
StatusDraftSetTag_
100_Submit

Notifies Requester that the change request has been rescheduled.

Requester Rejection

CHG-CRQ-
RequesterNonSG-
RFCReturnedtoDraft

CHG:CRQ:StatusDraft
NonSupportGrpSetTag_
130_Submit

Notifies Requester that the change request has been returned to the Draft status.

Requester Rejection

CHG-CRQ-
Requester-
RFCReturnedtoDraft

CHG:CRQ:StatusDraft-SetTag_120_Submit

Notifies Requester that the change request has been returned to the Draft status.

Change Coordinator Assignment

CHG-CRQ-
Assignee-Group&Individual
Reassignment

CHG:CRQ:ChgAssignee-ReassignSetTag_330_Submit

Notifies change coordinator that a change has been reassigned to him.

Implementer Assignment

CHG-CRQ-
Implementer-
Group&Individual
Reassignment

CHG:CRQ:ChgImplementer
ReassignSetTag_340_Submit

Notifies change implementer that a change has been reassigned to him.

Change Manager Assignment

CHG-CRQ-
Manager-
Group&Individual
Reassignment

CHG:CRQ:
ChgMgrReassignSetTag_
350_Submit

Notifies change manager that a change has been reassigned to him.

Change Coordinator Planning

CHG-CRQ-
AssigneeGroup-
PIPAccepted
GroupAssignment

CHG:CRQ:StatusPIPAccepted
CAGrpSetTag_200_Submit

Notifies change coordinator group that the change request is set to the Planning In Progress status.

Change Coordinator Latent Completion

CHG-CRQ-
Assignee-PIPAccepted
Assignment

CHG:CRQ:
StatusPIPAcceptedCASetTag_
180_Submit

Notifies change coordinator group that the change request is set to the Planning In Progress status.

Change Coordinator Latent Completion

CHG-CRQ-
Assignee-Latent
CompletionNotification

CHG:CRQ:
LatentCHGCloseCASetTag_
360_Submit

Notifies change coordinator that a change has been completed as a latent change.

Change Manager Latent Completion

CHG-CRQ-
Manager-Latent
CompletionNotification

CHG:CRQ:
LatentCHGCloseCMSetTag_
370_Submit

Notifies change manager that a change has been completed as a latent change.

Change Manager Re-scheduled

CHG-CRQ-
ManagerGroup-
RescheduledRFC
GroupAssignment

CHG:CRQ:
ReSchRFCCABGrpSetTag_
400_Submit

Notifies change manager group of change manager assignment for a rescheduled change request.

Change Manager Re-scheduled

CHG-CRQ-
Manager-Rescheduled
RFCAssignment

CHG:CRQ:
ReSchRFCCABMgrSetTag_
380_Submit

Notifies change manager of change manager assignment for a rescheduled change request.

Change Coordinator Re-scheduled

CHG-CRQ-
AssigneeGroup-
RescheduledRFCGroup
Assignment

CHG:CRQ:ReSchRFCChg
AssgnGrpSetTag_410_Submit

Notifies change coordinator group of assignment for a rescheduled change request.

Change Coordinator Scheduled

CHG-CRQ-
Assignee-Rescheduled
RFCAssignment

CHG:CRQ:ReSchRFCChg
AssgnSetTag_390_Submit

Notifies the change coordinator of assignment for a rescheduled change request.

Change Coordinator Scheduled For Approval

CHG-CRQ-Assignee-SFANotification

CHG:CRQ:StatusSchedForAppCM

Notifies the change coordinator when a change request is set to the Scheduled For Approval status.
Change Manager Scheduled For ApprovalCHG-CRQ-Manager-SFANotificationCHG:CRQ:StatusSchedForAppCMNotifies the change Manager when a change request is set to the Scheduled For Approval status.

Approval

CHG-CRQ-
Manager-Approval
Rejected

CHG:CRQ:
NotifyOnRejectApproval-CM

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-
ManagerGroup-
ApprovalRejected

CHG:CRQ:NotifyOnRejectApproval-CMGrp

Notifies the assignee group that the change has been rejected during an approval phase.

Non-Approval Information

CHG-NAN-
InformationalNon
ApprovalNTForGroup

APR:NAN:
NotifyGroup_820`!

Notifies non-approver group that the change request has completed an approval process phase.

Note: This special filter is used with approvals for performing notifications.

Non-Approval Information

CHG-NAN-
InformationalNon
ApprovalNTFor
Individual

APR:NAN:NotifyIndividual_
810_NotifType`!

Notifies non-approver (support individual) that the change request has completed an approval process phase.

Note: This special filter is used with approvals for performing notifications.

Non-Approval Information

CHG-NAN-
InformationalNon
ApprovalNTFor
Individual

APR:NAN:
NotifyIndividual_810`!

Notifies non-approver (non-support individual) that the change request has completed an approval process phase.

Note: This special filter is used with approvals for performing notifications.

Change Coordinator Completion

CHG-CRQ-
Assignee-Group&Individual
CompletionNotification

CHG:CRQ:StatusCompleted_
855_CA+CAGrp-SetTag

Notification to change coordinator group that the change request is set to the Completed status.

Change Coordinator Completion

CHG-CRQ-
Assignee-
Group&Individual
FinalReviewCompleted

CHG:CRQ:StatusCompleted
WReason_855_CA+
CAGrp-SetTag

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-
Manager-
Group&Individual
CompletionNotification

CHG:CRQ:StatusCompleted_
855_CM+CMGrp-SetTag

Notification to change manager that the change request is set to the Completed status.

Change Manager Completion

CHG-CRQ-
Manager-Group&
IndividualFinal
ReviewCompleted

CHG:CRQ:StatusCompleted
WReason_855_CM+
CMGrp-SetTag

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-
RequesterNonSG-
ChangeCompletion
Notification

CHG:CRQ:StatusCompleted_
855_RqsterNonSupportGrp-SetTag

Notification to Requester that the change request is set to the Completed status.

Requester Completion

CHG-CRQ-
Requester-
ChangeCompletion
Notification

CHG:CRQ:StatusCompleted_
855_Rqster-SetTag

Notification to Requester that the change request is set to the Completed status.

Change Coordinator Pre-planning

CHG-CRQ-
AssigneeGroup-
RFCGroupAssignment

CHG:CRQ:StatusRFCCAGrpSetTag_
150_Submit

Notifies change coordinator group that the change request is set to the Request for Change status.

Note: You can configure this setting in the change configuration rules.

Change Coordinator Pre-planning

CHG-CRQ-
Assignee-
RFCAssignment

CHG:CRQ:StatusRFCCASetTag_
140_Submit

Notifies change coordinator that the change request is set to the Request for Change status.

Note: You can configure this setting in the change configuration rules.

Change Manager Pre-planning

CHG-CRQ-
ManagerGroup-
RFCGroupAssignment

CHG:CRQ:StatusRFC_
815_CMGrp-SetTag

Notifies change manager group that the change request is set to the Request for Change status.

Note: You can configure this setting in the change configuration rules.

Change Manager Pre-planning

CHG-CRQ-
Manager-
RFCAssignment

CHG:CRQ:StatusRFCCM
SetTag_160_Submit

Notifies change manager that a change request is set to the Request for Change status.

Note: You can configure this setting in the change configuration rules.

Change Manager Planning

CHG-CRQ-
ManagerGroup-
PIPAccepted
GroupAssignment

CHG:CRQ:
StatusPIPAcceptedCMGrp
SetTag_220_Submit

Notifies change manager group that the change request is set to the Planning in Progress status.

Note: You can configure this setting in the change configuration rules.

Change Manager Planning

CHG-CRQ-
Manager-PIP
AcceptedAssignment

CHG:CRQ:
StatusPIPAcceptedCM
SetTag_190_Submit

Notifies change manager that the change request is set to the Planning in Progress stage.

Note: You can configure this setting in the change configuration rules.

Change Coordinator Planning

CHG-CRQ-
AssigneeGroup-
PIPAssigned
GroupAssignment

CHG:CRQ:
StatusPIPAssignedCAGrp
SetTag_230_Submit

Notifies change coordinator group that the change request is set to the Planning in Progress status.

Note: You can configure this setting in the change configuration rules.

Change Coordinator Assignment

CHG-CRQ-
Assignee-
PIPAssignedAssignment

CHG:CRQ:
StatusPIPAssigned_
817_CA-SetTag

Notifies change coordinator that the change request is set to the Planning in Progress status.

Note: You can configure this setting in the change configuration rules.

Implementer Assignment

CHG-CRQ-
ImplementerGroup-
PIPAssigned
GroupAssignment

CHG:CRQ:
StatusPIPAssignedCImpGrpSetTag_
240_Submit

Notifies change implementer group that the change request is set to the Planning in Progress status.

Change Manager Assignment43

CHG-CRQ-
ManagerGroup-
PIPAssigned
GroupAssignment

CHG:CRQ:
StatusPIPAssignedCMGrp
SetTag_250_Submit

Notifies change manager group that the change request is set to the Planning in Progress status.

Note: You can configure this setting in the change configuration rules.

Change Manager Assignment

CHG-CRQ-
Manager-PIPAssigned
Assignment

CHG:CRQ:StatusPIPAssigned_
817_CSetTag

Notifies change manager that the change request is set to the Planning in Progress status.

Note: You can configure this setting in the change configuration rules.

Change Coordinator Scheduled For Review

CHG-CRQ-AssigneeGroup-SFRGroupNotification

CHG:CRQ:
StatusSchedForRevCAGrp
SetTag_260_Submit

Notifies change coordinator group that the change request is set to the Scheduled For Review status.

Change Coordinator Scheduled For Review

CHG-CRQ-
Assignee-
SFRNotification

CHG:CRQ:StatusSched
ForRevCA_818_SetTag

Notifies change coordinator that the change request is set to the Scheduled For Review status.

Change Manager Scheduled for Review

CHG-CRQ-
ManagerGroup-
SFRGroupNotification

CHG:CRQ:StatusSched
ForRevCMGrpSetTag_280_Submit

Notifies change manager group that the change request is set to the Scheduled For Review status.

Change Manager Scheduled for Review

CHG-CRQ-
Manager-
SFRNotification

CHG:CRQ:StatusSched
ForRevCMSetTag_270_Submit

Notifies change manager that the change request is set to the Scheduled For Review status.

Implementer Planning

CHG-CRQ-
Implementer-
PIPAssigned
Assignment

CHG:CRQ:StatusPIPAssigned
CImpSetTag_210_Submit

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-
ImplementerGroup-
ScheduledGroup
Assignment

CHG:CRQ:StatusScheduled_
850_CImpGrp-SetTag

Notifies change implementer group that the change request is set to the Scheduled status.

Implementer Scheduled

CHG-CRQ-Implementer-ScheduledAssignment

CHG:CRQ:StatusScheduled_
850_CImp-SetTag

Notifies change implementer the change request is set to the Scheduled status.

Change Coordinator Scheduled

CHG-CRQ-
AssigneeGroup-
ScheduledNoImpact
GroupNotification

CHG:CRQ:StatusScheduled
NoImpct_850_CAGrp-SetTag

Notifies change coordinator group that the No Impact change request is set to the Scheduled status.

Change Coordinator Scheduled

CHG-CRQ-
Assignee-Scheduled
NoImpact
Notification

CHG:CRQ:StatusScheduled
NoImpct_850_CA-SetTag

Notifies change coordinator that the No Impact change request is set to the Scheduled status.

Change Manager Scheduled

CHG-CRQ-
ManagerGroup-
ScheduledNoImpact
GroupNotification

CHG:CRQ:StatusScheduled
NoImpct_850_CMGrp-SetTag

Notifies change manager group that the No Impact change request is set to the Scheduled status.

Change Manager Scheduled

CHG-CRQ-
Manager-Scheduled
NoImpact
Notification

CHG:CRQ:StatusScheduled
NoImpct_850_CSetTag

Notifies change manager group that the No Impact change request is set to the Scheduled status.

Requester Change Scheduled

CHG-CRQ-
RequesterNonSG-
Scheduled
Notification

CHG:CRQ:StatusScheduled_
850_RqsterNonSupportGrp-SetTag

Notifies non-support staff member that the change request is set to the Scheduled status.

Requester Change Scheduled

CHG-CRQ-
Requester-Scheduled
Notification

CHG:CRQ:StatusScheduled_
850_Rqster-SetTag

Notifies member of the support staff that the change request is set to the Scheduled status.

Change Coordinator Completion

CHG-CRQ-
Assignee-Group&Individual
FinalReview
Completed

CHG:CRQ:StatusCompleted
WReasonWTsk_856_CA+CAGrp-SetTag

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.
Note: You can configure this setting in the change configuration rules.

Cancellation

CHG-CRQ-
Assignee-Cancellation
Notification

CHG:CRQ:StatusCancelled_
858_Assignee-SetTag

Notifies the Change Coordinator that the change request is set to Cancelled status.

Cancellation

CHG-CRQ-
Manager-Cancellation
Notification

CHG:CRQ:StatusCancelled_
850_Manager-SetTag

Notifies the Change Manager that the change request is set to Cancelled status.

Cancellation

CHG-CRQ-Assignee-CancellationNotification

CHG:CRQ:StatusCancelled_
858_Assignee-SetTag

Notifies the assignee that the change request has been cancelled.

Cancellation

CHG-CRQ-Manager-CancellationNotification

CHG:CRQ:StatusCancelled_
850_Manager-SetTag

Notifies the Change Manager that the change has been cancelled.

SLA Response Escalated Notification

CHG-SLM-
CHGMGRNTFY

CHG:CRQ:NTMgrSLMEsc_
851_SetTag

Notifies the Change Manager that the change is reaching the next milestone.

Unavailability Restored

AST-CRQNotify
ChangeCIUARestored

INT:ASTCHG:AAA:Notify
CIUARestored_
Change_120_SubmitNTE

Notifies the user that the unavailable CI related to the change is now available.

Change Coordinator Approval Rejection

CHG-CRQ-ApprovalRejectionNT
ForCHGAssignee

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
ForCHGAssigneeGroup

CHG:CRQ:NotifyOnRejectApproval-CAGrp

Notifies the Change Coordinator group when the Approval for Change Request is Rejected.

Change Manager Approval Rejection

CHG-CRQ-ApprovalRejectionNT
ForCHGManagerGroup

CHG:CRQ:NotifyOnRejectApproval-CMGrp

Notifies the Change Manager group when the Change Request approval is Rejected.

Change Manager Approval Rejection

CHG-CRQ-ApprovalRejectionNT
ForCHGManagerIndividual

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
+CAGrp-SetTag

Notifies the individual or the Change Coordinator group when the Change Request has been Closed.

Change Coordinator Completion

CHG-CRQ-Assignee-Group&IndividualCompletion
WithTaskNotification

CHG:CRQ:StatusCompleted_855
_CA+CAGrp-SetTag

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
_CA+CAGrp-SetTag

Notifies the individual or the Change Coordinator group when the Change Request is Pending.

Change Coordinator Assignment

CHG-CRQ-AssigneeGroup-RFAGroupAssignment

CHG:CRQ:StatusRFACAGrpSetTag_
150_Submit

Notifies the Change Coordinator whenever a new Change Request is assigned to it

Change Coordinator Scheduled

CHG-CRQ-Assignee-IIP

CHG:CRQ:StatusIIPCASetTag_
140_Submit

Notifies the Change Coordinator when the Change Request is processed for Implementation.

Change Coordinator Assignment

CHG-CRQ-Assignee-
RFAAssignment

CHG:CRQ:StatusRFACASetTag_
140_Submit

Notifies the Change Coordinator when he or she is assigned as the Change Coordinator.

Change Manager Completion

CHG-CRQ-Manager-Group&IndividualClosure
Notification

CHG:CRQ:StatusClosed_855_
CM+CMGrp-SetTag

Notifies the Change Manager when the change is closed.

Change Manager Planning

CHG-CRQ-Manager-Group&IndividualPendingNotification

CHG:CRQ:StatusPending_855_
CM+CMGrp-SetTag

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_
CMGrp-SetTag

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_
160_Submit

Notifies the Change Manager when the Change Request is processed for Implementation.

Change Manager Assignment

CHG-CRQ-Manager-RFAAssignment

CHG:CRQ:StatusRFACMSetTag_
160_Submit

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_
PNPC

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_
SetTag

Notifies the Change Manager when the Change Request is reaching the milestone

Task Cancellation

CHG-TSK-Implementer-TaskCancellation

TMS:TAS:StatusCanceled
CallNotifyGuide

Notifies the Task Assignee Group when the task is cancelled by the Change Manager.

 Release Management notification events

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

Approval

RMS-APR-ApprovalNTForIndividual

Not applicable

Notifies the support staff individual that a release request requires an approval.

Release AssignedRMS_RLM_Assigned_ToIndivNot applicableNotifies the release coordinator to whom the release is assigned. This notification is sent only when the logged in and the release coordinator are not the same.
Release AssignedRMS_RLM_Assigned_ToGroupNot applicableNotifies the support group to which the release is assigned.
Release UpdatedRMS_RLM_Requester-ReceiptConfirmationNot applicableNotifies the requester for whom the release request is submitted. This notification is sent only when the submitter and requester are not the same. This happens when the release management application is integrated with an external application by using interface or API.
Release UpdatedRMS_RLM_StausChangedNot applicableNotifies the requester, release coordinator, or assignee group when the status of a release request is changed. This notification is sent according to the release rules configuration.
Release UpdatedRMS_RLM_Requester-ReleaseCompletionNotificationNot applicableNotifies the requester when the release request is completed.
 Activity module notification events

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.

 Task Management System notification events

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_
Assigned_Individual

TMS:TAS:
Assignment_StartPost
AssignmentProcess

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_
Assigned_Individual

TMS:TAS:
Assignment_StartManual
AssignmentProcess

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_
Assigned_Individual

TMS:TAS:
Assignment_StartManualAssignment
Process_Submit

Notifies assignee when creating a task if you enter an assignee in the Assignee+ field. No notifications are sent to the assignee group.

Note: If a notification is created but does not have a status of Assigned, and Notify Assignee is set to Yes, a notification is not sent out.

Task Assigned

TMS_TAS_
Assigned_Group

TMS:TAS:
Notification_AssignedToGroup_
CallGUIDE

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_
StatusChanged

TMS:TAS:
StatusChanged
CallNotifyGuide

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.

 BMC Asset Management notification events

The following table describes BMC Asset Management notification events:

BMC Asset Management notification events

Event

Message tag

Filter

Description

Approval

AST-APR-
ApprovalNTFor
Individual

AST:ARD:
NewApprovalNotification-ParseApprovers-
NotifySupport`!

Notifies the requester's manager that a purchase requisition requires approval.

Asset Scheduled Maintenance

AST-AVI-
AssetScheduled
Maintenance

AST:Asset Schedule View_NotifyofExpire04_
Asset

Notifies Asset Manager of next scheduled maintenance/audit date for an Asset.

Bulk Inventory Reorder

AST-AIQ-
BulkInventoryReorder

ASI:AIQ:
NotifyReorder_803

Notifies either Group Owner or Inventory Owner that a bulk item needs to be reordered.

CI Status Change

AST-SHR-
ConfigItemStatus
Change

ASI:AEO:
NotifyPeople_850_`!

Notifies individual or group when a CI changes key attributes; status, Company, Product categorization, Product Name and Model/Version.

Configuration Item Approval

AST-ANF-
ConfigurationItem
Approval

AST:ANF:
StartApprovalProcess_600

Notification message is hard coded in this filter. Message tag in SYS:Notification Messages form is not used.

Configuration Scheduled Maintenance

AST-AVI-
ConfigurationScheduled
Maintenance

AST:AVI:
NotifyofExpire_804_
Asset

Notifies Asset Notification Contract of next scheduled maintenance date for a configuration.

Contract Expiration

AST-CON-
OwnerGroup-ContractExpiry

AST:CTB:
SendExpiredMsgGrp04`!

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:
NotifyofExpire04`!
AST:CTB:
NotifyofExpireGroup04`!

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-
AssigneeOLAResolution
Escalation

AST:AOT:
NTOLAAssignee_812_
SetTag

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-
GroupOLAResolution
Escalation

AST:AOT:
NTOLAAssignGrp_815_
SetTag

Notifies the assigned group when an Unavailability record is escalated for OLA resolution.

Resolution Escalation

AST-AOT-
AssigneeSLA
ResolutionEscalation

AST:AOT:
NTSLAAssignee_816_
SetTag

Notifies the assignee when an Unavailability record is escalated for SLA resolution.

Resolution Escalation

AST-AOT-
GroupSLA
ResolutionEscalation

AST:AOT:
NTSLAAssignGrp_811_
SetTag

Notifies the assignee group when an Unavailability record is escalated for SLA resolution.

Resolution Escalation

AST-AOT-
SVTAssignMgr
GroupResolutionEscalation

AST:AOT:
NTSSVTMgrAssignGrp_
816_SetTag

Notifies the individual or assignee group availability manager when an Unavailability record is escalated for SLA resolution.

Unavailability Assignment

AST-AOT-
CIUAAssigneeAssignment-
NoXREF

AST:AOT:
NTAssignee-NoXR_805

Notifies the assignee of an open Unavailability record when the assignment changes and is not cross-referenced to another request.

Unavailability Assignment

AST-AOT-
CIUAAssigneeAssignment-
XREF

AST:AOT:
NTAssignee-XREF_800

Notifies the assignee of an open Unavailability record when the assignment changes and is cross-referenced to another request.

Unavailability Assignment

AST-AOT-
CIUAGroupAssignment-
NoXREF

AST:AOT:
NTAsgGrp-NoXREF_815

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-
CIUAGroupAssignment-
XREF

AST:AOT:
NTAsgGrp-XREF_810

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-
ConfigurationItem
Approval

AST:ANF:NotifyExpireIndiv805
AST:ANF:NotifyExpireGrp_804

Notifies approving manager that Configuration Catalog Item requires approval.

Configuration Scheduled Maintenance

AST-AVI-
ConfigurationScheduled
Maintenance

AST:AVI:
NotifyofExpire_804_Config

Notifies Asset Manager of next scheduled maintenance date for a configuration.

Asset Scheduled Maintenance

AST-AVI-
AssetScheduled
Maintenance

AST:AVI:
NotifyofExpire_804_Asset

Notifies Asset Manager of next scheduled maintenance/audit date for an Asset.

 License Management notification events

The following table describes License Management notification events:

License Management notification events

Event

Message tag

Filter

Description

Certificate Breach Warning

AST-ALC-
CertificateLevel1
BreachWarning

AST:ALC:
BreachLevel01Warning_
850_SetNotifTag

Notifies support staff that the license certificate is approaching Level 1 Breach.

Certificate Breach Warning

AST-ALC-
CertificateLevel2
BreachWarning

AST:ALC:
BreachLevel02Warning_
850_SetNotifTag

Notifies support staff that the license certificate is approaching Level 2 Breach.

Certificate Historical

AST-ALC-
CertificateExpiration

AST:ALC:
StatusExpired_
850_SetNotifTag

Notifies support staff that the license certificate has expired.

Certificate Historical

AST-ALC-
Certificate
Historical

AST:ALC:
StatusHistorical_
850_SetNotifTag

Notifies support staff that the status of the license certificate has been set.

Certificate Notification Warning

AST-ALC-
Notification
Warning

AST:ALC:
NotificationWarning_
850_CallNotifGuide

Notifies support staff that the license certificate will expire at a set date.

Certificate Out of Compliance

AST-ALC-
CertificateOutOf
Compliance

AST:ALC:
ComplianceStatus_
850_SetNotifTag

Notifies support staff that the license certificate is out of compliance.

Certificate Owner Assignment

AST-ALC-
CertificateOwner
Assignment

AST:ALC:
OwnerSupportGroup
Assignee_
850_SetNotifTag

Notifies support staff individual that the license certificate has been assigned to him or her.

Certificate Owner Assignment

AST-ALC-CertificateOwner
GroupAssignment

AST:ALC:
OwnerSupportGroup_
850_SetNotifTag

Notifies support staff group that the license certificate has been assigned to them.

 Global notification events

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

 BMC Knowledge Management notification events


BMC Knowledge Management users receive notifications depending on the event type according to the information contained in the following table:

Notification event list:

Notification event

Description

Message tag

Recipients

Knowledge Assignment

Article assignment changes

RKM-KAM-AssigneeAssignment

Article Assignee

Knowledge Ownership Assignment

Article ownership changes

RKM-KAM-OwnerAssignment

Article Owner

Knowledge Cancel Request

Request to cancel an article is sent

RKM-KAM-CancelRequest

Article Assignee, Watch List subscriber

Knowledge Cancel Rejection

Request to cancel an article is rejected

RKM-KAM-CancelRejection

Article Assignee, Watch List subscriber

Knowledge Retire Rejection

Request to retire a published article is rejected

RKM-KAM-RetireRejection

Article Assignee, Watch List subscriber

Knowledge Publish Rejection

Request to publish an article is rejected

RKM-KAM-PublishRejection

Article Assignee, Watch List subscriber

Knowledge New Version

New version of a published article is created

RKM-KAM-NewVersion

Watch List subscriber

Knowledge Update Request

Update request is received

RKM-KAM-UpdateRequest

Article Assignee, Watch List subscriber

Knowledge Feedback

Feedback is received

RKM-KAM-Feedback

Watch List subscriber

Knowledge New Article

Article is created

RKM-KAM-NewArticleCreated

Article Assignee, Watch List subscriber

Knowledge Review Required

Article review is required

RKM-KAM-ReviewRequired

Article Assignee

Knowledge Changed

Article is edited

RKM-KAM-ArticleChanged

Watch List subscriber

Knowledge Status change

Article status is changed

RKM-KAM-StatusChanged

Article Assignee, Watch List subscriber

Note

When you click New Version to create a new version of an existing knowledge article, the Knowledge Changed event is triggered along with Knowledge New Version. As a result, two separate notifications are generated.


 BMC Service Request Management notification events

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_
OnSubmit_SetTag

SRM:REQ:NTRequestedForSubmitted_
OnSubmit_SetTag

Request Response Escalation

Notifies the Approver when the request requires an approval.

SRM-REQ-Approver_Notification

SRM:REQ:Notify_Approver

Request Status ChangedNotifies 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_
Planning_SetTag

Request Status Changed

Notifies the Request Manager when:

  1. The service request is reopened from the Request Entry Console, and
  2. The Reopen Request option in the service request definition (SRD) is configured to Create New Work Order when a service request is reopened. (See Reopen Request.) 

Notes:

  • If the Reopen Request option in the SRD is configured to Reopen Fulfillment Request, this notification is not triggered.
  • If the request is reopened from the fulfillment record (for example, from the incident, work order, or change request), this notification is not triggered.

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_
Completed_SetTag

SRM:REQ:NTRequesterForStatusUpdated_
Completed_SetTag

Request Status Rejected

Notifies the Requested By and Requested For users when a request is Rejected. The message indicates that the request is cancelled.

SRM-REQ-StatusRejected_ReqForBy

SRM:REQ:NTRequesterStatusUpdated_
Rejected_SetTag

SRM:REQ:NTRequesterForStatusUpdated_
Rejected_SetTag

Request Status Cancelled

Notifies Requested By and Requested For users when the request is Cancelled.

SRM-REQ-StatusCancelled_ReqForBy

SRM:REQ:NTRequesterStatusUpdated_
Cancelled_SetTag

SRM:REQ:NTRequesterForStatusUpdated_
Cancelled_SetTag3

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_
Group_ Notification

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_
Group_ Notification

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_
Notification

WOI:WOI:NTNotifyAssigneeGroup_
Modify_CALL GUIDE

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_
Group_ Notification

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_
Group_ Notification

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 UpdatedWOI: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_ReqForByWOI: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_ReqForByWOI: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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