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 workflow

When a notification event is triggered by an application event, workflow performs a series of checkpoints to determine whether the notification actually gets sent, as shown in the following figure (click the graphic to expand it). First, it looks at a person's notification preferences in the CTM:People form to see whether the specific notification has been enabled or disabled. If it has been disabled, the notification is not sent.

Notification process flow

Next, if the notification has not been disabled for that user, the Notification Engine then checks to see whether User or System Default events are enabled for the user. User events have precedence over System Default. If a user event for that specific notification event does not exist (or it has been disabled), workflow looks for the System Default event. If a user event exists and is enabled, workflow looks at the specific user notification criteria.

Finally, application events trigger notifications to be sent to groups or specific individuals. Various notification events are installed with the applications in the NTE:CFG Notification Events form. Messages are stored in the SYS:Notification Messages form.

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