Creating a notification action

You can send an email or an alert notification to prompt some action if the service target or the agreement is at risk.

To create a notification action

1. Create your milestone.
2. Click Add (below the Actions table), and select Custom.
3. Select New Alert or Email Action, then click OK to open the Alert or Email Action dialog box.
4. In the Title field, enter a title for the action.
   This field is limited to 255 characters.
5. Enter a description.
6. From the Delivery Method list, select the method of delivery to alert users of the status of the agreement.
   Choose from the following delivery method options:
   • Alert--Users are notified by an alert message.
   • User Default--Users are notified using the default notification method specified in the User form.
   • Email--Users are notified by email.
7. In the To field, specify the name of the person being notified of the agreement, or use the Fields list to specify the field that contains the individual or group to whom you want the agreement notification to reach.
   If you want to send to multiple recipients, you can click a name on the Owner list. These owners names are configured in the Application Administration Console and can be BMC Remedy AR System users, BMC Remedy AR System groups, or an email address.

8. If you have chosen to send an Email, enter individuals or groups in the CC and BCC fields, and enter a mailbox name, if applicable. 

   Warning

   Important

   Emails will not be sent to support owner groups, but only to support assignee groups.

9. In the Subject field, specify a brief summary of the alert or email message (for example, "This case has been escalated to your manager.") Do not include parentheses in the milestone action email message, it prevents the milestone filter from building successfully.
   You can also use the Fields and Keywords lists to specify the subject of your message.

10. In the Message field, use the Fields and Keywords lists to enter a message in the message text box.
    The variables are replaced with the field values or keywords when the email is sent. The Messagefield has a limit of 4 kilobytes.

    Warning

    Note

    Using arithmetic signs (such as "-" or "*") in the Subject or Message can cause a problem because BMC Remedy AR System attempts to evaluate the expression. To resolve this, ensure you have some text between a field and the arithmetic sign. For example:

    Use:
    *$priority$ priority - check $instanceId$ - incident $incident Number$ has reached 100% of SLA Target Resolution Goal.
    Instead of:
    $priority$ priority - $instanceId$ - $incident Number$ has reached 100% of SLA Target Resolution Goal.

11. Click Extra Messages if you want to send a longer message.
    You can continue writing your message in each Message field and the contents of each field are appended to the preceding one. Each field has a limit of 4 kilobytes.
12. For an email, select a BMC Remedy AR System email template to use for formatting the email.
    The email templates have been previously configured by your administrator. The templates format the email and include graphics or lines of text that appear on each email. For example, the header template can contain your company logo to appear at the head of the email. You can include one of the following templates:
    • Header template
    • Footer template
    • Content template
13. Select a shortcut method to include a link in the email that takes the reader to the related BMC Service Level Management (BMC SLM) application request, for example, the Incident Request form.
    You can choose one of the following shortcuts:
    • AR Task: This sends an attachment in the email that opens the application form in BMC Remedy User.
    • Web URL: This sends a link in an email or an alert that opens the application form in a browser.
14. Click OK.