BMC Helix ITSM notification events
When a notification event is triggered by an application event, the workflow performs a series of checkpoints to determine whether the notification is sent. First, the workflow checks user notification preferences in the CTM:People form to see whether the specific notification is enabled or disabled. For more details, refer to the following process flow:
Next, if the notification is not disabled for that user, the Notification Engine then checks whether the User or System Default events are enabled for the user. User events have precedence over System Default events. If a user event for that specific notification event does not exist (or disabled), the workflow checks for the System Default event. If a user event exists and is enabled, the workflow checks the specific user notification criteria.
Finally, application events trigger notifications 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.
Important
The notification messages are triggered based on the notification events configured for the customer company selected in a ticket.
BMC Helix ITSM notification events
The following table describes Incident Management notification events:
Incident Management notification events
Event | Message tag | Filter | Description |
|---|---|---|---|
Assignment | HPD-INC- | HPD:INC: | Notifies the Assignee when the assignment changes and the Incident is not resolved. |
Assignment | HPD-INC- | HPD:INC: | Notifies the Assigned Group when the assignment changes and the Incident is not resolved. |
Assignment | HPD-INC- | HPD:INC: | Notifies the Assigned Group Shift when the assignment changes and the Incident is not resolved. |
| Assignment | HPD-INC-ComCoordGroupAssignment | HPD:INC: SV_NT_ComCoordGroup _SetTag | Notifies the assigned Support Group when a major incident is assigned to the group as Communication Coordinator. |
| Assignment | HPD-INC-MIMGroupAssignment | HPD:INC: SV_NT_MajorAssigneeGroup _SetTag | Notifies the assigned Support Group when a major incident is assigned to the group as Major Incident Manager. |
| Assignment | HPD-INC-ComCoordAssignment | HPD:INC: SV_NT_ComCoord _SetTag | Notifies the assigned individual when a major incident is assigned to the individual as a Communication Coordinator. |
| Assignment | HPD-INC-MIMAssignment | HPD:INC: SV_NT_MajorAssignee _SetTag | Notifies the assigned individual when a major incident is assigned to the individual as a Major Incident Manager. |
| Assignment | HPD-INC-TeamMemberAssignment | HPD:HIS: SV_NT_ TeamMember_SetTag | Notifies the assigned individual when a major incident is assigned to the individual. |
Cancellation | HPD-INC- | HPD:INC: | Notifies the user when the status of the Incident is changed to Cancelled. |
Change Associations | HPD-CRQ- | HPD:HAS: | Notifies the Assigned Group when the status of an associated Change Request is changed to Completed. |
Known Error Solution | HPD-PKE- | HPD:HAS: | Notifies the Incident Assignee or the Assigned Group when the resolution of an associated Known Error is modified. |
Known Error Workaround | HPD-PKE- | HPD:HAS: | Notifies the Incident Assignee or the Assigned Group when the workaround of an associated Known Error is modified. |
OLA Resolution Escalated Notification | HPD-INC- | HPD:INC: | Notifies the Incident Assignee when the Incident is escalated for an OLA resolution. |
OLA Resolution Escalated Notification | HPD-INC- | HPD:INC: | Notifies the Incident Assigned Group when the Incident is escalated for an OLA resolution. |
Ownership Assignment | HPD-INC- | HPD:INC: | Notifies the Assigned Owner when Ownership of the Incident is set. |
Ownership Assignment | HPD-INC- | HPD:INC: | Notifies the Assigned Owner Group when the Ownership Group of the Incident is set. |
Problem Investigation Associations | HPD-PBI- | HPD:HAS: | Notifies the Assignee or the Assigned Group when the Incident is associated to a Problem Investigation from the Problem Investigation form. |
Problem Investigation Completion | HPD-PBI- | HPD:HAS: | Notifies the Assignee or the Assigned Group when an associated Problem Investigation is completed. |
Requester Incident Receipt Confirmation | HPD-INC- | HPD:INC: | Notifies the Requester when an open Incident is submitted. |
Requester Incident Re-opened | HPD-INC- | HPD:INC: | Notifies the Requester when an Incident that was resolved is changed to Open status. |
Requester Incident Resolution | HPD-INC- | HPD:INC: | Notifies the Requester when an open Incident is resolved or closed with a resolution. |
Requester Incident Resolution | HPD-INC-CustomerResolutionNT_ | HPD:INC: | Notifies the Requester when an open Incident is resolved or closed without a resolution. |
Requester Incident Resolution | HPD-INC- | HPD:INC: | Notifies the Contact Person when an open Incident is resolved or closed. |
Resolution | HPD-INC- | HPD:INC: | Notifies the Assignee when a duplicate Incident is resolved by an original Incident. |
Resolution | HPD-INC- | HPD:INC: | Notifies the Assignee Group when a duplicate Incident is resolved by an original Incident. |
| Resolution | HPD-INC-GroupAssignedDuplicateResolution_NoRes | HPD:INC:NTAsgGrp_846_DupRes-SetTag_NoRes | Notifies the assigned group when a duplicate incident is resolved by the original incident without any resolution. |
| Resolution | HPD-INC-AssigneeDuplicateResolution_NoRes | HPD:INC:NTAssignee_845_DupRes-SetTag_NoRes | Notifies the assignee when a duplicate incident is resolved by the original incident without any resolution. |
Resolution | HPD-INC- | HPD:INC: | Notifies the Incident Owner Group when a duplicate Incident is resolved by an original Incident |
Resolution | HPD-INC- | HPD:INC: | Notifies the Incident Owner Group when an Incident is resolved. |
Resolution | HPD-INC- | HPD:INC:NTOwner_ | Notifies the Incident Owner when a duplicate Incident is resolved by an original Incident. |
| Resolution | HPD-INC-GroupOwnerDuplicateResolution_NoRes | HPD:INC:NTOwnerGrp_841_DupRes-SetTag_NoRes | Notifies the Owner Group when a duplicate incident owned by the owner group is resolved by the original incident without any resolution. |
Resolution | HPD-INC- | HPD:INC: | Notifies the Incident Owner when an incident is resolved. |
| Resolution | HPD-INC-OwnerDuplicateResolution_NoRes | HPD:INC:NTOwner_840_DupRes-SetTag_NoRes | Notifies the Incident Owner or the assignee when a duplicate incident is resolved by an original incident without any resolution. |
SLA Resolution Escalation | HPD-INC- | HPD:INC: | Notifies the Incident assignee group when an Incident is escalated for an SLA resolution. |
SLA Resolution Escalation | HPD-INC- | HPD:INC: | Notifies the Incident assignee when an Incident is escalated for an SLA resolution. |
SLA Resolution Escalation | HPD-INC-SVTMgrGroup | HPD:INC: | Notifies the Incident Manager when an Incident has been escalated for service target resolution. |
SLA Resolution Escalation | HPD-INC- | HPD:INC: | Notifies the Incident Manager of an Owner Group when an Incident begins an SLA escalation. |
SLA Resolution Escalation | HPD-INC- | HPD:INC: | Notifies the Incident Owner when an Incident is escalated for resolution according to the terms of an SLA. |
SLA Resolution Escalation | HPD-INC- | HPD:INC: | Notifies the Incident Owner Group when an Incident is escalated for resolution according to the terms of an SLA. |
Unavailability Restored | AST-HPD-NotifyIncident | INT:ASTHPD: | Notifies the Incident Assignee or Assigned Group (if Assignee is blank) that the related CI Unavailability record is restored (that is, the outage has been resolved), when a CI Unavailability record is set to Restored. |
Vendor Assignment | HPD-INC-Vendor | HPD:INC: | Notifies the Vendor Support Group of a new assignment. |
The following table describes Problem Management notification events:
Problem Management notification events
Event | Message tag | Filter | Description |
|---|---|---|---|
Unavailability Restored | AST-PBI- | INT:ASTHPD:AAA: | Notifies the Problem Investigation Assignee that the related CI Unavailability has been restored. |
Unavailability Restored | AST-PBI- | INT:ASTPBM: | Notifies the Problem Investigation Problem Coordinator that the related CI Unavailability has been restored. |
Solution Assignment | PBM-KDB- | PBM:KDB: | Notifies the Assigned Group that the Solution assignment information has changed and there is no individual assignee. |
Solution Assignment | PBM-KDB- | PBM:KDB: | Notifies the Assignee that the Solution assignment information has changed. |
Problem Assignment | PBM-PBI- | PBM:PBI: | Notifies the Assigned Group that the Problem Investigation assignment information has changed and there is no individual assignee. |
Problem Assignment | PBM-PBI- | PBM:PBI: | Notifies the Assignee that the Problem Investigation assignment information has changed. |
Problem Cancelled | PBM-PBI- | PBM:PBI: | Notifies the Requester that the Problem Investigation has been cancelled by the Problem Coordinator. |
Problem Completed | PBM-PBI- | PBM:PBI: | Notifies the Problem Coordinator Group that the Problem Investigation has been completed and if there is no individual Problem Coordinator. |
Problem Completed | PBM-PBI- | PBM:PBI: | Notifies the Problem Coordinator that the Problem Investigation has been completed. |
Problem Completed | PBM-PBI- | PBM:PBI: | Notifies the Requester that the Problem Investigation has been completed. |
Problem Coordinator Assignment | PBM-PBI- | PBM:PBI: | Notifies the Problem Coordinator that the Problem Coordinator assignment information has changed. |
Problem Coordinator Assignment | PBM-PBI- | PBM:PBI: | Notifies the Problem Coordinator Group that the Problem Coordinator assignment information has changed and there is no individual assignee. |
Change Completed | PBM-PAS- | PBM:PAS: | Notifies the Problem Assignee that a change request related to the Problem Investigation has been completed. |
Change Completed | PBM-PAS- | PBM:PAS: | Notifies Problem Coordinator that a change request related to the Problem Investigation has been completed. |
Known Error Assignment | PBM-PKE- | PBM:PKE: | Notifies the Assigned Group that the Known Error assignment information has changed and there is no individual assignee. |
Known Error Assignment | PBM-PKE- | PBM:PKE: | Notifies the Assignee that the Known Error assignment information has changed. |
Known Error Manager Assignment | PBM-PKE- | PBM:PKE: | Notifies the Problem Coordinator that the Known Error Problem Coordinator assignment information has changed. |
Known Error Manager Assignment | PBM-PKE-ProblemManager | PBM:PKE: | Notifies the Problem Coordinator that the Known Error Problem Coordinator assignment information has changed and there is no individual assignee. |
The following table describes Change Management notification events:
Change Management notification events
Event | Message tag | Filter | Description |
|---|---|---|---|
Requester Change Cancellation | CHG-CRQ- | CHG:CRQ: | Notifies the customer that the change request is set to the Cancelled status. |
Requester Change Cancellation | CHG-CRQ- | CHG:CRQ: | Notifies the requester that the change request is set to the Cancelled status. |
Requester Change Cancellation | CHG-CRQ- | CHG:CRQ:StatusCancelled_ | Notifies the Requester that the change request is set to the Cancelled status. |
Requester Completion | CHG-CRQ- | CHG:CRQ: | Notifies the customer that the change request is set to the Completed status. |
Requester Change Receipt Confirmation | CHG-CRQ- | CHG:CRQ: | Notifies the customer that a change request has been submitted. |
Requester Change Scheduled | CHG-CRQ- | CHG:CRQ: | Notifies customer that the change request is set to the Scheduled status. |
Requester Change Re-scheduled | CHG-CRQ- | CHG:CRQ:StatusDraft | Notifies Requester that the change request has been rescheduled. |
Requester Change Re-scheduled | CHG-CRQ- | CHG:CRQ: | Notifies Requester that the change request has been rescheduled. |
Requester Rejection | CHG-CRQ- | CHG:CRQ:StatusDraft | Notifies Requester that the change request has been returned to the Draft status. |
Requester Rejection | CHG-CRQ- | CHG:CRQ:StatusDraft-SetTag_120_Submit | Notifies Requester that the change request has been returned to the Draft status. |
Change Coordinator Assignment | CHG-CRQ- | CHG:CRQ:ChgAssignee-ReassignSetTag_330_Submit | Notifies change coordinator that a change has been reassigned to him. |
Implementer Assignment | CHG-CRQ- | CHG:CRQ:ChgImplementer | Notifies change implementer that a change has been reassigned to him. |
Change Manager Assignment | CHG-CRQ- | CHG:CRQ: | Notifies change manager that a change has been reassigned to him. |
Change Coordinator Planning | CHG-CRQ- | CHG:CRQ:StatusPIPAccepted | Notifies change coordinator group that the change request is set to the Planning In Progress status. |
Change Coordinator Latent Completion | CHG-CRQ- | CHG:CRQ: | Notifies change coordinator group that the change request is set to the Planning In Progress status. |
Change Coordinator Latent Completion | CHG-CRQ- | CHG:CRQ: | Notifies change coordinator that a change has been completed as a latent change. |
Change Manager Latent Completion | CHG-CRQ- | CHG:CRQ: | Notifies change manager that a change has been completed as a latent change. |
Change Manager Re-scheduled | CHG-CRQ- | CHG:CRQ: | Notifies change manager group of change manager assignment for a rescheduled change request. |
Change Manager Re-scheduled | CHG-CRQ- | CHG:CRQ: | Notifies change manager of change manager assignment for a rescheduled change request. |
Change Coordinator Re-scheduled | CHG-CRQ- | CHG:CRQ:ReSchRFCChg | Notifies change coordinator group of assignment for a rescheduled change request. |
Change Coordinator Scheduled | CHG-CRQ- | CHG:CRQ:ReSchRFCChg | Notifies the change coordinator of an assignment for a rescheduled change request. |
Change Coordinator Scheduled For Approval | CHG-CRQ-Assignee-SFANotification | CHG:CRQ:StatusSchedForAppCA | Notifies the change coordinator when a change request is set to the Scheduled For Approval status. |
| Change Manager Scheduled For Approval | CHG-CRQ-Manager-SFANotification | CHG:CRQ:StatusSchedForAppCM | Notifies the change manager when a change request is set to the Scheduled For Approval status. |
Approval | CHG-CRQ- | CHG:CRQ: | Notifies the assignee that the change has been rejected during an approval phase. |
Approval | CHG-APR-ApprovalNTForIndividual | AP:Notify-000000000000041 | Notifies the approver that the change request requires an approval. |
Approval | CHG-CRQ- | CHG:CRQ:NotifyOnRejectApproval-CMGrp | Notifies the assignee group that the change has been rejected during an approval phase. |
Non-Approval Information | CHG-NAN- | APR:NAN: | Notifies non-approver group that the change request has completed an approval process phase. |
Non-Approval Information | CHG-NAN- | APR:NAN:NotifyIndividual_ | Notifies non-approver (support individual) that the change request has completed an approval process phase. |
Non-Approval Information | CHG-NAN- | APR:NAN: | Notifies non-approver (non-support individual) that the change request has completed an approval process phase. |
Change Coordinator Completion | CHG-CRQ- | CHG:CRQ:StatusCompleted_ | Notifies to change coordinator group that the change request is set to the Completed status. |
Change Coordinator Completion | CHG-CRQ- | CHG:CRQ:StatusCompleted | Notifies the change coordinator that the change request is set to the Completed status and the change request status reason is Final Review Complete. |
Change Manager Completion | HG-CRQ- | CHG:CRQ:StatusCompleted_ | Notifies the change manager that the change request is set to the Completed status. |
Change Manager Completion | CHG-CRQ- | CHG:CRQ:StatusCompleted | Notifies the change manager that the change request is set to the Completed status and the change request status reason is Final Review Complete. |
Requester Completion | CHG-CRQ- | CHG:CRQ:StatusCompleted_ | Notifies the Requester that the change request is set to the Completed status. |
Requester Completion | CHG-CRQ- | CHG:CRQ:StatusCompleted_ | Notifies the Requester that the change request is set to the Completed status. |
Change Coordinator Pre-planning | CHG-CRQ- | CHG:CRQ:StatusRFCCAGrpSetTag_ | Notifies change coordinator group that the change request is set to the Request for Change status. |
Change Coordinator Pre-planning | CHG-CRQ- | CHG:CRQ:StatusRFCCASetTag_ | Notifies change coordinator that the change request is set to the Request for Change status. |
Change Manager Pre-planning | CHG-CRQ- | CHG:CRQ:StatusRFC_ | Notifies change manager group that the change request is set to the Request for Change status. |
Change Manager Pre-planning | CHG-CRQ- | CHG:CRQ:StatusRFCCM | Notifies change manager that a change request is set to the Request for Change status. |
Change Manager Planning | CHG-CRQ- | CHG:CRQ: | Notifies change manager group that the change request is set to the Planning in Progress status. |
Change Manager Planning | CHG-CRQ- | CHG:CRQ: | Notifies change manager that the change request is set to the Planning in Progress stage. |
Change Coordinator Planning | CHG-CRQ- | CHG:CRQ: | Notifies change coordinator group that the change request is set to the Planning in Progress status. |
Change Coordinator Assignment | CHG-CRQ- | CHG:CRQ: | Notifies change coordinator that the change request is set to the Planning in Progress status. |
Implementer Assignment | CHG-CRQ- | CHG:CRQ: | Notifies change implementer group that the change request is set to the Planning in Progress status. |
Change Manager Assignment43 | CHG-CRQ- | CHG:CRQ: | Notifies change manager group that the change request is set to the Planning in Progress status. |
Change Manager Assignment | CHG-CRQ- | CHG:CRQ:StatusPIPAssigned_ | Notifies change manager that the change request is set to the Planning in Progress status. |
Change Coordinator Scheduled For Review | CHG-CRQ-AssigneeGroup-SFRGroupNotification | CHG:CRQ: | Notifies change coordinator group that the change request is set to the Scheduled For Review status. |
Change Coordinator Scheduled For Review | CHG-CRQ- | CHG:CRQ:StatusSched | Notifies change coordinator that the change request is set to the Scheduled For Review status. |
Change Manager Scheduled for Review | CHG-CRQ- | CHG:CRQ:StatusSched | Notifies change manager group that the change request is set to the Scheduled For Review status. |
Change Manager Scheduled for Review | CHG-CRQ- | CHG:CRQ:StatusSched | Notifies change manager that the change request is set to the Scheduled For Review status. |
Implementer Planning | CHG-CRQ- | CHG:CRQ:StatusPIPAssigned | Notifies change implementer that the change request is set to Planning in Progress and status reason is Assigned, or the change request is set to Planning in Progress and the status reason is set to Assigned from Accepted. This request does not include a task. |
Implementer Scheduled | CHG-CRQ- | CHG:CRQ:StatusScheduled_ | Notifies change implementer group that the change request is set to the Scheduled status. |
Implementer Scheduled | CHG-CRQ-Implementer-ScheduledAssignment | CHG:CRQ:StatusScheduled_ | Notifies change implementer the change request is set to the Scheduled status. |
Change Coordinator Scheduled | CHG-CRQ- | CHG:CRQ:StatusScheduled | Notifies change coordinator group that the No Impact change request is set to the Scheduled status. |
Change Coordinator Scheduled | CHG-CRQ- | CHG:CRQ:StatusScheduled | Notifies change coordinator that the No Impact change request is set to the Scheduled status. |
Change Manager Scheduled | CHG-CRQ- | CHG:CRQ:StatusScheduled | Notifies change manager group that the No Impact change request is set to the Scheduled status. |
Change Manager Scheduled | CHG-CRQ- | CHG:CRQ:StatusScheduled | Notifies change manager group that the No Impact change request is set to the Scheduled status. |
Requester Change Scheduled | CHG-CRQ- | CHG:CRQ:StatusScheduled_ | Notifies non-support staff member that the change request is set to the Scheduled status. |
Requester Change Scheduled | CHG-CRQ- | CHG:CRQ:StatusScheduled_ | Notifies member of the support staff that the change request is set to the Scheduled status. |
Change Coordinator Completion | CHG-CRQ- | CHG:CRQ:StatusCompleted | Notifies change coordinator that the change request is set to the Completed status with a status reason of Final Review Complete. All tasks in the request have been completed. |
Cancellation | CHG-CRQ- | CHG:CRQ:StatusCancelled_ | Notifies the Change Coordinator that the change request is set to Cancelled status. |
Cancellation | CHG-CRQ- | CHG:CRQ:StatusCancelled_ | Notifies the Change Manager that the change request is set to Cancelled status. |
Cancellation | CHG-CRQ-Assignee-CancellationNotification | CHG:CRQ:StatusCancelled_ | Notifies the assignee that the change request has been cancelled. |
Cancellation | CHG-CRQ-Manager-CancellationNotification | CHG:CRQ:StatusCancelled_ | Notifies the Change Manager that the change has been cancelled. |
SLA Response Escalated Notification | CHG-SLM- | CHG:CRQ:NTMgrSLMEsc_ | Notifies the Change Manager that the change is reaching the next milestone. |
Unavailability Restored | AST-CRQNotify | INT:ASTCHG:AAA:Notify | Notifies the user that the unavailable CI related to the change is now available. |
Change Coordinator Approval Rejection | CHG-CRQ-ApprovalRejectionNT | CHG:CRQ:NotifyOnRejectApproval-CA | Notifies the Change Coordinator when the Approver request for the Change Request is Rejected. |
Change Coordinator Approval Rejection | CHG-CRQ-ApprovalRejectionNT | CHG:CRQ:NotifyOnRejectApproval-CAGrp | Notifies the Change Coordinator group when the Approval for Change Request is Rejected. |
Change Manager Approval Rejection | CHG-CRQ-ApprovalRejectionNT | CHG:CRQ:NotifyOnRejectApproval-CMGrp | Notifies the Change Manager group when the Change Request approval is Rejected. |
Change Manager Approval Rejection | CHG-CRQ-ApprovalRejectionNT | CHG:CRQ:NotifyOnRejectApproval-CM | Notifies the Change Manager when the Change Request approval is Rejected. |
Change Coordinator Completion | CHG-CRQ-Assignee-Group&IndividualClosureNotification | CHG:CRQ:StatusClosed_855_CA | Notifies the individual or the Change Coordinator group when the Change Request has been Closed. |
Change Coordinator Completion | CHG-CRQ-Assignee-Group&IndividualCompletion | CHG:CRQ:StatusCompleted_855 | Notifies the individual or the Change Coordinator group when the Change Request has been Completed. |
Change Coordinator Planning | CHG-CRQ-Assignee-Group&IndividualPendingNotification | CHG:CRQ:StatusPending_855 | Notifies the individual or the Change Coordinator group when the Change Request is Pending. |
Change Coordinator Assignment | CHG-CRQ-AssigneeGroup-RFAGroupAssignment | CHG:CRQ:StatusRFACAGrpSetTag_ | Notifies the Change Coordinator whenever a new Change Request is assigned to it. |
Change Coordinator Scheduled | CHG-CRQ-Assignee-IIP | CHG:CRQ:StatusIIPCASetTag_ | Notifies the Change Coordinator when the Change Request is processed for Implementation. |
Change Coordinator Assignment | CHG-CRQ-Assignee- | CHG:CRQ:StatusRFACASetTag_ | Notifies the Change Coordinator when he or she is assigned as the Change Coordinator. |
Change Manager Completion | CHG-CRQ-Manager-Group&IndividualClosure | CHG:CRQ:StatusClosed_855_ | Notifies the Change Manager when the change is closed. |
Change Manager Planning | CHG-CRQ-Manager-Group&IndividualPendingNotification | CHG:CRQ:StatusPending_855_ | Notifies the individual or the Change Manager group when the Change Request is Pending. |
Change Manager Assignment | CHG-CRQ-ManagerGroup-RFAGroupAssignment | CHG:CRQ:StatusRFA_815_ | Notifies the Change Manager Group when they are assigned as the Change Manager Group for the Change Request. |
Change Manager Scheduled | CHG-CRQ-Manager-IIP | CHG:CRQ:StatusIIPCMSetTag_ | Notifies the Change Manager when the Change Request is processed for Implementation. |
Change Manager Assignment | CHG-CRQ-Manager-RFAAssignment | CHG:CRQ:StatusRFACMSetTag_ | Notifies an individual when the individual is assigned the Change Manager role. |
Change Manager Predecessor Completion | CHG-CRQ-PredecessorStatusInformation | CHG:CHA:NotifyICComplt_801_ | Notifies the Change Manager of a Change Request when the Predecessor Change Request of that Change Request is completed. |
SLA Response Escalated Notification | CHG-SLM-CHGMGRNTFY | CHG:CRQ:NTMgrSLMEsc_851_ | Notifies the Change Manager when the Change Request is reaching the milestone |
Task Cancellation | CHG-TSK-Implementer-TaskCancellation | TMS:TAS:StatusCanceled | Notifies the Task Assignee Group when the task is cancelled by the Change Manager. |
The following notification events are related to release management. Configure the rules in which the support staff is notified in the Release Notification Rules form. For example, you can configure that the release manager is notified when the Milestone of a release is set to Planning and the Status is set to Planning Approval.
Release Management notification events
Event | Message tag | Filter | Description |
|---|---|---|---|
Approval | RMS-APR-ApprovalNTForIndividual | Not applicable | Notifies the support staff individual that a release request requires an approval. |
| Release Assigned | RMS_RLM_Assigned_ToIndiv | Not applicable | Notifies the release coordinator to whom the release is assigned. This notification is sent only when the logged in user and the release coordinator are not the same. |
| Release Assigned | RMS_RLM_Assigned_ToGroup | Not applicable | Notifies the support group to which the release is assigned. |
| Release Updated | RMS_RLM_Requester-ReceiptConfirmation | Not applicable | Notifies the requester for whom the release request is submitted. This notification is sent only when the submitter and requester are not the same. This happens when the release management application is integrated with an external application by using interface or API. |
| Release Updated | RMS_RLM_StausChanged | Not applicable | Notifies the requester, release coordinator, or assignee group when the status of a release request is changed. This notification is sent according to the release rules configuration. |
| Release Updated | RMS_RLM_Requester-ReleaseCompletionNotification | Not applicable | Notifies the requester when the release request is completed. |
The following notification events are related to the activity module. Configure the rules in the Activity Configuration Rules form for the events in which the support staff is notified.
Activity module notification events
Event | Message tag | Filter | Description |
|---|---|---|---|
Activity Assigned | AAS_AAS_Assigned_Group | Not Applicable | Notifies support staff group that an activity has been assigned to them. |
Activity Assigned | AAS_AAS_Assigned_Individual | Not Applicable | Notifies support staff individual that an activity has been assigned to them. |
Activity Status Changed | AAS_AAS_StatusChanged | Not Applicable | Notifies support staff that the status of an activity has been changed. |
The following table describes Task Management System (TMS) notification events. For more information about TMS, see
Task Management overview
.
Task Management System notification events
Event | Message tag | Filter | Description |
|---|---|---|---|
Task Assigned | TMS_TAS_ | TMS:TAS: | Notifies assignee when the assignment engine modifies the task and the Assignee+ field is not empty. No notifications are sent to the assignee group. |
Task Assigned | TMS_TAS_ | TMS:TAS: | Notifies assignee when you modify a task if you enter a different assignee from the Assignee+ field. The new assignee cannot match the previous assignee. No notifications are sent to the assignee group. |
Task Assigned | TMS_TAS_ | TMS:TAS: | Notifies assignee when creating a task if you enter an assignee in the Assignee+ field. No notifications are sent to the assignee group. |
Task Assigned | TMS_TAS_ | TMS:TAS: | Notifies the Assigned Group when the Task status is changes to Pending and the Status Reason is set to Assignment. |
Task Status Changed | TMS_TAS_ | TMS:TAS: | Notifies assignee when you modify a task and change its status. If there is no assignee specified in the Assignee+ field, the assignee group is notified. |
The following table describes Asset Management notification events. For more information on configuring CI notifications, see .
Asset Management notification events
Event | Message tag | Filter | Description |
|---|---|---|---|
Approval | AST-APR- | AST:ARD: | Notifies the requester's manager that a purchase requisition requires approval. |
Asset Scheduled Maintenance | AST-AVI- | AST:Asset Schedule View_NotifyofExpire04_ | Notifies Asset Manager of next scheduled maintenance/audit date for an Asset. |
Bulk Inventory Reorder | AST-AIQ- | ASI:AIQ: | Notifies either Group Owner or Inventory Owner that a bulk item needs to be reordered. |
CI Status Change | AST-SHR- | ASI:AEO: | Notifies individual or group when a CI changes key attributes; status, Company, Product categorization, Product Name and Model/Version. |
Configuration Item Approval | AST-ANF- | AST:ANF: | Notification message is hard coded in this filter. Message tag in SYS:Notification Messages form is not used. |
Configuration Scheduled Maintenance | AST-AVI- | AST:AVI: | Notifies Asset Notification Contract of next scheduled maintenance date for a configuration. |
Contract Expiration | AST-CON- | AST:CTB: | Notifies the Contract Owner Group when the current date is later than the Contract Expiry Date. |
Contract Expiration Warning | AST-CON-OwnerGroup-ContractExpiryWarning | AST:CTB: | Notifies the Contract Owner Group or Individual when the current date is within the specified number of days of the Contract Expiry Date. |
Resolution Escalation | AST-AOT- | AST:AOT: | Notifies the designated group or individual when an Unavailability record is not Restored and the time allotted for resolution by the corresponding OLA has elapsed. |
Resolution Escalation | AST-AOT- | AST:AOT: | Notifies the assigned group when an Unavailability record is escalated for OLA resolution. |
Resolution Escalation | AST-AOT- | AST:AOT: | Notifies the assignee when an Unavailability record is escalated for SLA resolution. |
Resolution Escalation | AST-AOT- | AST:AOT: | Notifies the assignee group when an Unavailability record is escalated for SLA resolution. |
Resolution Escalation | AST-AOT- | AST:AOT: | Notifies the individual or assignee group availability manager when an Unavailability record is escalated for SLA resolution. |
Unavailability Assignment | AST-AOT- | AST:AOT: | Notifies the assignee of an open Unavailability record when the assignment changes and is not cross-referenced to another request. |
Unavailability Assignment | AST-AOT- | AST:AOT: | Notifies the assignee of an open Unavailability record when the assignment changes and is cross-referenced to another request. |
Unavailability Assignment | AST-AOT- | AST:AOT: | Notifies the assigned group of an open Unavailability record when the assignment changes and is not cross-referenced to another request. |
Unavailability Assignment | AST-AOT- | AST:AOT: | Notifies the assigned group of an open Unavailability record when the assignment changes and is cross-referenced to another request. |
Configuration Item Approval | AST-ANF- | AST:ANF:NotifyExpireIndiv805 | Notifies approving manager that Configuration Catalog Item requires approval. |
Configuration Scheduled Maintenance | AST-AVI- | AST:AVI: | Notifies Asset Manager of next scheduled maintenance date for a configuration. |
Asset Scheduled Maintenance | AST-AVI- | AST:AVI: | Notifies Asset Manager of next scheduled maintenance/audit date for an Asset. |
The following table describes License Management notification events:
Software License Management notification events
Event | Message tag | Filter | Description |
|---|---|---|---|
Certificate Breach Warning | AST-ALC- | AST:ALC: | Notifies support staff that the license certificate is approaching Level 1 Breach. |
Certificate Breach Warning | AST-ALC- | AST:ALC: | Notifies support staff that the license certificate is approaching Level 2 Breach. |
Certificate Historical | AST-ALC- | AST:ALC: | Notifies support staff that the license certificate has expired. |
Certificate Historical | AST-ALC- | AST:ALC: | Notifies support staff that the status of the license certificate has been set. |
Certificate Notification Warning | AST-ALC- | AST:ALC: | Notifies support staff that the license certificate will expire at a set date. |
Certificate Out of Compliance | AST-ALC- | AST:ALC: | Notifies support staff that the license certificate is out of compliance. |
Certificate Owner Assignment | AST-ALC- | AST:ALC: | Notifies support staff individual that the license certificate has been assigned to him or her. |
Certificate Owner Assignment | AST-ALC-CertificateOwner | AST:ALC: | Notifies support staff group that the license certificate has been assigned to them. |
The following table describes the Global notification event:
Global notification event
Event | Message tag | Filter | Description |
|---|---|---|---|
Reminder Notification | FND-REM-ReminderNotification | CFG:SMI:SendReminder_800 | Reminder |
BMC Knowledge Management users receive notifications depending on the event type according to the information contained in the following table:
Notification event list:
Notification event | Description | Message tag | Recipients |
|---|---|---|---|
Knowledge Assignment | Article assignment changes | RKM-KAM-AssigneeAssignment | Article Assignee |
Knowledge Ownership Assignment | Article ownership changes | RKM-KAM-OwnerAssignment | Article Owner |
Knowledge Cancel Request | Request to cancel an article is sent | RKM-KAM-CancelRequest | Article Assignee, Watch List subscriber |
Knowledge Cancel Rejection | Request to cancel an article is rejected | RKM-KAM-CancelRejection | Article Assignee, Watch List subscriber |
Knowledge Retire Rejection | Request to retire a published article is rejected | RKM-KAM-RetireRejection | Article Assignee, Watch List subscriber |
Knowledge Publish Rejection | Request to publish an article is rejected | RKM-KAM-PublishRejection | Article Assignee, Watch List subscriber |
Knowledge New Version | New version of a published article is created | RKM-KAM-NewVersion | Watch List subscriber |
Knowledge Update Request | Update request is received | RKM-KAM-UpdateRequest | Article Assignee, Watch List subscriber |
Knowledge Feedback | Feedback is received | RKM-KAM-Feedback | Watch List subscriber |
Knowledge New Article | Article is created | RKM-KAM-NewArticleCreated | Article Assignee, Watch List subscriber |
Knowledge Review Required | Article review is required | RKM-KAM-ReviewRequired | Article Assignee |
Knowledge Changed | Article is edited | RKM-KAM-ArticleChanged | Watch List subscriber |
Knowledge Status change | Article status is changed | RKM-KAM-StatusChanged | Article Assignee, Watch List subscriber |
When you click New Version to create a new version of an existing knowledge article, the Knowledge Changed event is triggered along with Knowledge New Version. As a result, two separate notifications are generated.
The following tables describe Service Request Management and Work Order Management notification events:
Service Request Management notification events
Event | Description | Message tag | Filter |
|---|---|---|---|
Request Submitted | Notifies requesters when they submit requests for themselves. If the request was submitted on behalf of another user, notifies both the submitter (Requested By user) and the On Behalf Of user (Requested For user). | SRM-REQ-Submitted-ReqForBy | SRM:REQ:NTRequesterSubmitted_ |
Request Response Escalation | Notifies the Approver when the request requires an approval. | SRM-REQ-Approver_Notification | SRM:REQ:Notify_Approver |
| Request Response Escalation | Notifies the service request coordinator when a request is reaching a milestone. | SRMMGRWARNING | SRM:REQ:NTMgrSLMEsc_851_SetTag |
| Request Status Changed | Notifies Requested By and Requested For users when the request is moved to the Pending status. | SRM-REQ-StatusUpdatedPending | SRM:REQ:NTRequesterStatusUpdated_ Pending_SetTag SRM:REQ:NTRequesterForStatusUpdated_ Pending_SetTag |
Request Status Changed | Notifies Requested By and Requested For users when the request is moved to the Initiated/Planning status. The message indicates that the request status has been updated to Initiated/Planning. | SRM-REQ-StatusUpdated | SRM:REQ:NTRequesterStatusUpdated_ |
Request Status Changed | Notifies the Request Manager when:
Important:
| SRM-REQ-Request_Reopen | SRM:REQ:NTMgr_On_Reopen_SetTag |
Request Status Completed | Notifies Requested By and Requested For users when the request is Completed. | SRM-REQ-StatusCompleted_ReqForBy | SRM:REQ:NTRequesterStatusUpdated_ |
Request Status Rejected | Notifies Requested For user when the request is Rejected. The message indicates that the request is cancelled. | SRM-REQ-StatusRejected_ReqForBy | SRM:REQ:NTRequesterStatusUpdated_ |
Request Status Cancelled | Notifies Requested By and Requested For users when the request is Cancelled. | SRM-REQ-StatusCancelled_ReqForBy | SRM:REQ:NTRequesterStatusUpdated_ |
Work Order Management notification events
Event | Description | Message tag | Filter |
|---|---|---|---|
| Work Order Submit | Notifies the Requested By (Contact) and Requested For (Customer) users on submission of a work order. | WOI-WOI-Submitted-RequestedForBy | WOI:WOI:NTNotify RequestedByOnSubmit_2 WOI:WOI:NTNotify RequestedFor_1 |
Work Order Manager Assignment | Notifies the Work Order Manager (Request Manager) when the work order is Assigned. | WOI-WOI-Assignment_ Notification | WOI:WOI:NTNotify AssigneeManager_ CALLGUIDE |
Work Order Manager Assignment | Notifies the Assignee Manager group when the work order is submitted and Assignment Engine integration is not set to Yes in the work order rules. | WOI-WOI-Assignment_ Manager_ | WOI:WOI:NTNotify AssigneeManager Group_Submit_CALL GUIDE |
Work Order Assignee Assignment | Notifies the Assignee Group when the work order is Submitted and the Assignment Engine is not set to Yes in the work order rules. | WOI-WOI-Assignment_ Assignee_ | WOI:WOI:NTNotify AssigneeGroup_ Submit_CALLGUIDE |
Work Order Assignee Assignment | Notifies the Assignee Group when the Request Assignee support group is updated and not assigned to any individual Request Assignee. | WOI-WOI-Assignment_Assignee_Group_ | WOI:WOI:NTNotifyAssigneeGroup_ |
| Work Order Assignee Assignment | Notifies the work order assignee when a work order is assigned. | WOI-WOI-Assignee_Notification | WOI:WOI:NTNotifyAssignee_CALL GUIDE |
Work Order Manager Assignment | Notifies the Assignee Manager group when the Request Manager Support group name is updated and not assigned to any individual manager. | WOI-WOI-Assignment_ Manager_ | WOI:WOI:NTNotify AssigneeManager Group_Modify_CALL GUIDE |
Work Order Manager Assignment | Notifies the Assignee Manager group when the work order status is updated to In Progress and the work order is not assigned to any Request Manager. | WOI-WOI-Assignment_ Manager_ | WOI:WOI:NTNotify AssigneeManager Group |
Work Order Status In Progress | Notifies the Requested For (Customer) user when the work order moves to the In Progress state. | WOI-WOI-Status Approved | WOI:WOI:NTNotify RequestedForOn InProgress |
Work Order Status Pending | Notifies the Requested For (Customer) user when the work order moves to the Pending state. | WOI-WOI-Status Updated | WOI:WOI:NTNotify RequestedForOn Pending |
Work Order Status Pending | Notifies Assignee Group when the Work Order Status is moved to Rejected or Cancelled state and the work order is not assigned to an individual Request Assignee. The Notification is sent only when Request Assignee Support Group is different from the Request Manager Support Group. | WOI-WOI-Status Updated | WOI:WOI:NTNotify AssigneeGroup_ onStatusChanged |
Work Order Status Pending | Notifies the Work Order Manager (Request Manager) when the work order is rejected or cancelled. | WOI-WOI-StatusUpdated | WOI:WOI:NTNotify AssigneeManager_ onStatusChanged |
Work Order Status Pending | Notifies the Assignee Manager group when the request is moved to the Rejected or Cancelled state and not assigned to any individual manager. | WOI-WOI-Status Updated | WOI:WOI:NTNotify AssigneeManager Group_onStatus Changed |
Work Order Status Rejected | Notifies the Requested For (Customer) user when the work order moves to the Rejected state. | WOI-WOI-Status Rejected_ReqForBy | WOI:WOI:NTNotify RequestedForOn Rejected |
Work Order Status Cancelled | Notifies the Requested For (Customer) user when the work order moves to the Cancelled state. | WOI-WOI-Status Cancelled_ReqForBy | WOI:WOI:NTNotify RequestedForOn Cancelled |
Work Order Status Completed | Notifies the Requested For (Customer) user when the work order moves to the Completed state. | WOI-WOI-Status Completed_ReqForBy | WOI:WOI:NTNotify RequestedForOn Completed |
Important
- When BMC Service Request Management is installed on top of BMC Helix ITSM, notifications to end users from fulfillment applications (such as Incident Management, Change Management, and Work Order Management) are disabled. You should keep these notifications disabled, so that users do not receive multiple notifications during the fulfillment process. For example, end users should only get notifications from service requests that they submit, not from work orders generated on the back end. Notifications to the work order manager and assignee are sent as usual.
- For On Behalf Of requests, notifications are sent only to the Requested For name specified in the service request, and not to users specified in fulfillment requests. For example, a service request is submitted on behalf of Mary Manager, and a work order is generated automatically. If the contact name in the work order is changed to Bob Backline, Bob's name is not passed back to the service request. Notifications are still sent to Mary, and not to Bob.
Comments
SRM notification events are not available with "NT" as text in Sys:notification Message forms. Seems like the content needs to be update.
Hello Govind M ,
Could you please let us know which notification event, you are talking about?
Regards,
Aditya
Log in or register to comment.