This documentation supports the 21.05 version of BMC Helix ITSM. To view an earlier version, select the version from the Product version menu.

System Events and Message Catalog for the Notification Engine

The System Events and Message Catalog contains all valid notification event definitions available in the notification subsystem.

Warning

Remember that all customer notifications are sent by email. You cannot change this setting without customization to the Notification Engine settings. If you upgrade BMC Helix ITSM, back up your work so that it is not overwritten by the installer. This warning applies to all customizations that you make to the Notification Engine.

NTE:SYS-Define NT Events form

Notification events are defined in the NTE:SYS-Define NT Events form and are specific to a BMC Helix ITSM module (Incident, Problem, Change, Request, Purchase Requisition, Asset, and so on). Notification events are primarily configured for internal support staff notifications that are sent according to the system default preferences, unless you have created your own entry for those events in the NTE:CFG-Notification Events form.

Important

  • User-defined events take precedence over system-defined events.
  • Because Problem Management is a process internal to the support organization, the Problem Management module has no customer notification events.

The following table describes the fields that are provided on the NTE:SYS-Define NT Events form.

FieldDescription
Module Name

Specifies the AR System module in which the notification message is used.

Notification EventSpecifies the event that triggers the notification.
Support Staff Event

Indicates whether the notification event is intended for customers or support staff.

When the Support Staff Event field is set to Yes, a corresponding record in the NTE:CFG-Notification Events form must specify the default preferences for this notification event.

DescriptionProvides a description of the notification event.
Check boxes

Indicates which applications or components to which the notification event is applicable.

Important: Because Problem Management is a process internal to the support organization, the Problem Management module has no customer notification events.

Notification events are defined in the NTE:SYS-Define NT Events form and are specific to a BMC Helix ITSM module (Incident, Problem, Change, Request, Purchase Requisition, Asset). Notification events are primarily configured for internal support staff notification, which is indicated by the Yes flag in the Support Staff Event field.

When the Support Staff Event field is set to Yes, a corresponding record in the NTE:CFG-Notification Events form must specify the default preferences for this notification event

The notification is sent according to the system default preferences, unless you have created your own entry for this event in NTE:CFG-Notification Events.

You can also use notification events for email notifications to customers who might not have a login ID or access to the application. To use notification events this way, set the Support Staff Event field to No.

NTE:CFG-Notification Events form

The NTE:CFG-Notification Events form stores all system wide and user-specific preferences for predefined internal (support staff) notification events. Preferences defined here include the notification method (email or alert), business hour usage, holiday usage, and whether the message is a group or individual notification.

Additional application preferences are also available, such as including priority for Incident Management and Problem Management, or Timing for a Change type notification.

SYS:Notification Messages form

The SYS:Notification Messages form contains the notification text for each event. You can use this form to configure and customize notification messages. Fields that are marked with an asterisk (*) have an unlabeled menu adjacent to them. These menus provide text variables that can be inserted in the fields; for example, #Incident Number#. The standard filter workflow detects the variable and replaces it with the actual incident ticket number.

Important

The notification messages are triggered based on the notification events configured for the customer company selected in a ticket. 

FieldDescription
Support Staff EventIndicates whether the notification message is intended for customers or support staff.

Important: The notification workflow does not use this setting to determine which notification preferences to use when sending the notification. The actual filters supporting the notification determine whether the notification preferences are hard-coded (for example, always using email as the notification method, as with customer notifications) or retrieved from the NTE:CFG-Notification Events form (for example, use the system default or user-defined notification method specified for the recipient, as with support staff notifications).
Email Template Name*Used in the Email Based Approval feature, specifies the primary template that is used to send approval notifications by email.
Fallback Template Name*Used in the Email Based Approval feature, specifies the secondary template that is used to send approval notifications by email, if the primary template is unavailable.
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