Setting up escalation workflow to process the multithreaded individual and group notifications records

In addition to the filters, BMC Remedy IT Service Management provides escalation workflow objects that you can enable for individual (non-group) and group notifications. These escalations serve as examples when enabling the multithreading filter workflow.

The following escalations process individual (non-group) notifications:

• SYS:NPC:TriggerNonGroupNotificationsPool2
• SYS:NPC:TriggerNonGroupNotificationsPool3
• SYS:NPC:TriggerNonGroupNotificationsPool4
• SYS:NPC:TriggerNonGroupNotificationsPool5
• SYS:NPC:TriggerNonGroupNotificationsPool6

The following escalations process group notifications:

• SYS:NPC:TriggerGroupNotificationsPool2
• SYS:NPC:TriggerGroupNotificationsPool3
• SYS:NPC:TriggerGroupNotificationsPool4
• SYS:NPC:TriggerGroupNotificationsPool5
• SYS:NPC:TriggerGroupNotificationsPool6

To continue the example of setting up two escalation pools to process individual notification records and three escalation pools to process group notification records, you must perform the following procedure to enable the escalation workflow.

To set up escalation workflow to process the multithreaded individual and group notification records

1. Log in to your server with BMC Remedy Developer Studio.
2. Disable the following escalations:
   • SYS:NPC:TriggerNonGroupNotifications
   • SYS:NPC:TriggerGroupNotifications
3. Enable the following escalations (as shown in the following figure):
   • SYS:NPC:TriggerNonGroupNotificationsPool2
   • SYS:NPC:TriggerNonGroupNotificationsPool3
   • SYS:NPC:TriggerGroupNotificationsPool4
   • SYS:NPC:TriggerGroupNotificationsPool5
   • SYS:NPC:TriggerGroupNotificationsPool6
     
     Enabling escalation in BMC Remedy Developer Studio
     
     

The figure shows that the SYS:NPC:TriggerNonGroupNotificationsPool2 escalation processes only individual notification records in which the EscalationPoolNumber is set to 2. In turn, the SYS:NPC:TriggerNonGroupNotificationsPool3}}escalation processes individual notification records in which the {{EscalationPoolNumber is set to 3, and so on.

The filter workflow in this example sets EscalationPoolNumber to 2, to 3, and then back to 2, and so on, in a round-robin fashion when individual notification records are created in the NTE:SYS-NT Process Control form. In the same way, the filter workflow sets the EscalationPoolNumber to 4, to 5, to 6, and then back to 4, and so on, when group notification records are created.

As a result, for every unique EscalationPoolNumber that is generated, you must run the escalation workflow to process the notification records. BMC recommends that you match the Escalation Pool Number within the escalation workflow to the EscalationPoolNumber value in the records to simplify keeping track of the escalation pools.