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 interface

The NTE:Notifier form processes the formatted notification text and, based on notification method, sends an alert, email, or page.

The NTE:Notifier form has workflow that performs a Run Process command to send a page, create an email record in the AR System Email Messages form, or create an alert in the Alert Events form. This form has workflow that is triggered on Window Open to redirect the user to the appropriate record (for example, incident, problem, change, and so on). For debugging purposes, you might need to disable this workflow to make sure that the notification record is correct.

The NTE:NTS:DefaultMethod_200_NT filter executes when no method is specified for the notification, and it uses the notification recipient's default notification method.

If email is the notification method, the email message includes ARTask and URL shortcuts to the record. The NTE:NTS:Email_200_SystemNT filter executes when Email is the default method specified for the notification. To remove the ARTask and URL, clear the check boxes in this filter.

External email notifications (sent by the NTE:NTS:Email_200_Customer-NT filter) and email messages sent manually through the BMC Remedy email server (sent by the NTE:NTS:Email_200_Manual-NT filter) do not include shortcuts.

  • There is a separate filter to process each notification method. 
  • The NTE:Notifier record is deleted after the alert, email, or page is sent, and an audit record is created.

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