This documentation supports the 19.11 version of BMC Remedy IT Service Management Suite, which is available only to BMC Helix subscribers (SaaS).

To view an earlier version, select the version from the Product version menu.

Notification Engine

The BMC Remedy IT Service Management (BMC Remedy ITSM) Notification Engine provides a back-end workflow model for defining which notifications should be sent, based on events in the application. To configure notifications, the primary option provided with the BMC Remedy ITSM Suite is exposed on the People form for support staff. Additional behind the scenes configuration is available through back-end forms, but you must understand how all of the pieces fit together before attempting these types of changes.

Primary functions

The Notification Engine provides the following primary functions:

  • Determines notification recipients (group or individual)
  • Specifies the notification text
  • Initiates the notification delivery (email notifications for desktop clients and push notifications for mobile clients)
  • Logs the notification details

For more information about the Notification Engine, see Notification Engine configurations.

Architecture

The BMC Remedy ITSM notification subsystem is available to all BMC Remedy ITSM applications and is connected to the BMC Remedy Email Engine provided with BMC Remedy Action Request System (BMC Remedy AR System).


Notification Engine architecture


The following major components make up the notification subsystem architecture:

  • System Events and Message Catalog --- Defines notification events and notification text
  • System process control --- Processes each notification event received from various BMC Remedy ITSM modules
  • Notification interface --- Sends the formatted notification (alert, email, mobile)
  • Notification audit --- Audits each notification that is visible from the BMC Remedy ITSM modules
  • Configuration settings and user preferences --- Manages system default notifications and user notification preferences.

Related topic


Enabling users to interact with Remedy AR System through email

Setting notification preferences

Configuring notifications for Smart IT

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Comments

  1. Leonard Warren

    Can we get an updated image on the architecture for Notification Engines? The pager icon is old school and no longer used within today's communication process. However, customers are using Mobile notifications to receive emails, which is available within the Notification process.

    Dec 16, 2019 07:09
    1. Jyoti Nerkar

      Sure, Leonard!


      I will work on this by consulting an SME.


      Thanks,

      Jyoti

      Jan 06, 2020 11:37
      1. Leonard Warren

        Thanks

        Jan 07, 2020 07:08
        1. Jyoti Nerkar

          Hello Leonard,


          Thanks for sharing this feedback. I have updated the diagram and got it reviewed by the Product Manager.

          Also, included a link to Smart IT notification configuration topic for details of push notifications.

          Hope that helps.


          Regards,

          Jyoti


          Jan 30, 2020 02:30