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BMC Incident Management notification events

The following table describes BMC Incident Management notification events:


BMC Incident Management notification events

Event

Message tag

Filter

Description

Assignment

HPD-INC-
Assignee
Assignment

HPD:INC:
NTAssignee_
800_SetTag

Notifies the Assignee when the assignment changes and the Incident is not Resolved.

Assignment

HPD-INC-
Group
Assignment

HPD:INC:
NTAsgGrp_
805_SetTag

Notifies the Assigned Group when the assignment changes and the Incident is not Resolved.

Assignment

HPD-INC-
ShiftGroup
Assignment

HPD:INC:
NTAsgShiftGrp_
810_SetTag

Notifies the Assigned Group Shift when the assignment changes and the Incident is not Resolved.

Cancellation

HPD-INC-
Customer
CancellationNT

HPD:INC:
NTCustCancelled_
857_SetTag

Notifies the customer when the status of the Incident is changed to Cancelled.

Change Associations

HPD-CRQ-
ChangeRequest
Status

HPD:HAS:
NotifyICComplt-
NPC_100_Push

Notifies the Assigned Group when the status of an associated Change Request is changed to Completed.

Known Error Solution

HPD-PKE-
Permanent
Solution
Determined

HPD:HAS:
NotifyKnwnErrPermSoln_
806_PNPC

Notifies the Incident Assignee or the Assigned Group when the Resolution of an associated Known Error is modified.

Known Error Workaround

HPD-PKE-
TempWorkaround
Determined

HPD:HAS:
NotifyKnwnErrTempSoln_NPC_
100_Push

Notifies the Incident Assignee or the Assigned Group when the Workaround of an associated Known Error is modified.

OLA Resolution Escalated Notification

HPD-INC-
Assignee
OLAResolution
Escalation

HPD:INC:
NTOLAAssignee_
886_SetTag

Notifies the Incident Assignee when the Incident is escalated for OLA resolution.

OLA Resolution Escalated Notification

HPD-INC-
GroupAssignment
OLAResolution
Escalation

HPD:INC:
NTOLAAssignGrp_
885_SetTag

Notifies the Incident Assigned Group when the Incident is escalated for OLA resolution.

Ownership Assignment

HPD-INC-
OwnerAssignment

HPD:INC:
NTOwner_
800_SetTag

Notifies the Assigned Owner when Ownership of the Incident has been set.

Ownership Assignment

HPD-INC-
GroupOwner
Assignment

HPD:INC:
NTOwnerGrp_
820_SetTag
HPD:INC:
NTOwnerGrp_
821_SetTag

Notifies the Assigned Owner Group when Ownership Group of the Incident has been set.

Note: Filter 821 runs on Submit and filter 820 runs on Modify.

Problem Investigation Associations

HPD-PBI-
IncidentInvestigation
Association

HPD:HAS:
NotifyIncident_NPC_
100_Push

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-
Investigation
Completed

HPD:HAS:
NTPBIComplt_NPC_
100_Push

Notifies the Assignee or the Assigned Group when an associated Problem Investigation is completed.

Requester Incident Receipt Confirmation

HPD-INC-
CustomerReceipt
Confirmation

HPD:INC:
NTCustConfirm_
851_SetTag

Notifies the Requester when an open Incident is submitted.

Requester Incident Re-opened

HPD-INC-
Customer
ReOpenNT

HPD:INC:
NTCustReOpen_
855_SetTag

Notifies the Requester when an Incident that was Resolved is changed to open status.

Requester Incident Resolution

HPD-INC-
Customer
ResolutionNT

HPD:INC:
NTCustRes_
853_SetTag

Notifies the Requester when an open Incident is Resolved or Closed with a resolution.

Requester Incident Resolution

HPD-INC-CustomerResolutionNT_
NoRes

HPD:INC:
NTCustRes_
853_SetTag_NoRes

Notifies the Requester when an open Incident is Resolved or Closed without a resolution.

Requester Incident Resolution

HPD-INC-
DirectContact
ResolutionNT

HPD:INC:
NTDirect
ContactRes_
853_SetTag

Notifies the Contact Person when an open Incident is Resolved or Closed.

Resolution

HPD-INC-
AssigneeDuplicate
Resolution

HPD:INC:
NTAssignee_
845_DupRes-SetTag

Notifies the Assignee when the duplicate Incident is Resolved by the original Incident.

Resolution

HPD-INC-
GroupAssigned
DuplicateResolution

HPD:INC:
NTAsgGrp_
846_DupRes-SetTag

Notifies the Assignee Group when the duplicate Incident is Resolved by the original Incident.

Resolution

HPD-INC-
GroupOwner
DuplicateResolution

HPD:INC:
NTOwnerGrp_
841_DupRes-SetTag

Notifies Incident Owner Group when the duplicate Incident is Resolved by the original Incident

Resolution

HPD-INC-
GroupOwner
Resolution

HPD:INC:
NTOwnerGrpRes_
830_SetTag

Notifies Incident Owner Group when the Incident has been resolved.

Resolution

HPD-INC-
OwnerDuplicate
Resolution

HPD:INC:NTOwner_
840_DupRes-SetTag

Notifies Incident Owner when the duplicate Incident is Resolved by the original Incident.

Resolution

HPD-INC-
OwnerResolution

HPD:INC:
NTOwnerRes_
825_SetTag

Notifies Incident Owner when the Incident has been resolved.

SLA Resolution Escalation

HPD-INC-
GroupAssignment
SLAResolution
Escalation

HPD:INC:
NTSLAAssignGrp_
881_SetTag

Notifies Incident assignee group when the Incident has escalated for SLA resolution.

SLA Resolution Escalation

HPD-INC-
AssigneeSLA
ResolutionEscalation

HPD:INC:
NTSLAAssignee_
884_SetTag

Notifies Incident assignee when the Incident has escalated for SLA resolution.

SLA Resolution Escalation

HPD-INC-SVTMgrGroup
Assignment
Resolution
Escalation

HPD:INC:
NTSVTMgrAssignGrp_
888_SetTag

Notifies Incident Manager when the Incident has been escalated for service target resolution.

SLA Resolution Escalation

HPD-INC-
SVTMgr
OwnerGroup
ResolutionEscalation

HPD:INC:
NTSVTMgrOwnerGrp_
890_SetTag

Notifies the Incident Manager of the Owner Group when the Incident begins SLA escalation.

SLA Resolution Escalation

HPD-INC-
SVTOwner
Resolution
Escalation

HPD:INC:
NTSVTrOwner_
883_SetTag

Notifies the Incident Owner when the Incident is escalated for resolution according to the terms of the SLA.

SLA Resolution Escalation

HPD-INC-
SVTOwner
Group
Resolution
Escalation

HPD:INC:
NTSVTOwnerGrp_
882_SetTag

Notifies the Incident Owner Group when the Incident is escalated for resolution according to the terms of the SLA.

Unavailability Restored

AST-HPD-NotifyIncident
CIUARestored

INT:ASTHPD:
AAA:NotifyCIUARestored_
Incident_120_SubmitNTE

Notifies the Incident Assignee or Assigned Group (if Assignee is blank) that the related CI Unavailability record has been restored (that is, the outage has been resolved), when a CI Unavailability record is set to Restored.
The Notification is sent only to Assignees of Incidents that are related to the CI Unavailability record.

Vendor Assignment

HPD-INC-Vendor
AssignmentNT

HPD:INC:
NTVendorAssignment_
861_SetTag

Notifies Vendor Support Group.

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