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.

Extending the Notification Engine escalation pools

The Notification Engine subsystem enables you to increase the number of escalation pools for processing individual and group notifications.

The out-of-the-box Notification Engine uses three escalations (each within its own escalation pool) to process the notification data within the NTE:SYS-NT Process Control form. Escalation pool 2 processes individual notifications and escalation pool 3 processes group notifications.

This section provides the following information:


Enabling multiple escalation pools to process individual and group notifications



You can extend the escalation pools by using the round-robin algorithm that is in the following two filters:


NTE:NPC:SetNonGroupEscalationPool_010_Set`!

NTE:NPC:SetGroupEscalationPool_010_Set`!


These filters are disabled by default, but you can enable and customize them to define additional escalation pools.

Note

Enabling these filters is a customization of the Notification Engine subsystem. If you install patches or later versions of BMC Remedy IT Service Management, back up your work so that it is not overwritten by the installer.


To have two escalation pools to process individual notifications and three more escalation pools to process Group notifications, you must edit the filters. The following sections describe the workflow within these filters.

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