This documentation supports the 2.0 version of Remedy with Smart IT.

To view the latest version, select the version from the Product version menu.

Smart IT notification events

The following tables describe notification events:

 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

SMARTIT-HPD-INC-
Assignee
Assignment

HPD:INC:
NTAssignee_
800_SetTag

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

Assignment

SMARTIT-HPD-INC-
Group
Assignment

HPD:INC:
NTAsgGrp_
805_SetTag

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

OLA Resolution Escalated Notification

SMARTIT-HPD-INC-
GroupAssignment
OLAResolution
Escalation

HPD:INC:
NTOLAAssignGrp_
885_SetTag

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

Ownership Assignment

SMARTIT-HPD-INC-
OwnerAssignment

HPD:INC:
NTOwner_
800_SetTag

Notifies the Assigned Owner when Ownership of the Incident is set.

Ownership Assignment

SMARTIT-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 is set.

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

Resolution

SMARTIT-HPD-INC-
AssigneeDuplicate
Resolution

HPD:INC:
NTAssignee_
845_DupRes-SetTag

Notifies the Assignee when a duplicate Incident is resolved by an original Incident.

Resolution

SMARTIT-HPD-INC-
GroupAssigned
DuplicateResolution

HPD:INC:
NTAsgGrp_
846_DupRes-SetTag

Notifies the Assignee Group when a duplicate Incident is resolved by an original Incident.

Resolution

SMARTIT-HPD-INC-
GroupOwner
DuplicateResolution

HPD:INC:
NTOwnerGrp_
841_DupRes-SetTag

Notifies the Incident Owner Group when a duplicate Incident is resolved by an original Incident

Resolution

SMARTIT-HPD-INC-
GroupOwner
Resolution

HPD:INC:
NTOwnerGrpRes_
830_SetTag

Notifies the Incident Owner Group when an Incident is resolved.

Resolution

SMARTIT-HPD-INC-
OwnerDuplicate
Resolution

HPD:INC:NTOwner_
840_DupRes-SetTag

Notifies the Incident Owner when an duplicate Incident is resolved by an original Incident.

Resolution

SMARTIT-HPD-INC-
OwnerResolution

HPD:INC:
NTOwnerRes_
825_SetTag

Notifies the Incident Owner when an Incident is resolved.

 BMC Problem Management notification events

The following table describes BMC Problem Management notification events:

BMC Problem Management notification events

Event

Message tag

Filter

Description

Unavailability Restored

SMARTIT-AST-PBI-
NotifyInvestigation
AssigneeCIUA
Restored

INT:ASTHPD:AAA:
NotifyCIUARestored_
Incident_120_
SubmitNTE

Notifies the Problem Investigation Assignee that the related CI Unavailability has been restored.

Unavailability Restored

SMARTIT-AST-PBI-
NotifyInvestigation
ManagerCIUA
Restored

INT:ASTPBM:
AAA:NotifyCIUARestored_
Investigaton_120_
SubmitNTEManager

Notifies the Problem Investigation Problem Coordinator that the related CI Unavailability has been restored.

Problem Assignment

SMARTIT-PBM-PBI-
ProblemGroup
Assignment

PBM:PBI:
AssgnGrp_
810_SetTag

Notifies the Assigned Group that the Problem Investigation assignment information has changed and there is no individual assignee.

Problem Assignment

SMARTIT-PBM-PBI-
ProblemAssignee
Assignment

PBM:PBI:
AssgnInd_
810_SetTag

Notifies the Assignee that the Problem Investigation assignment information has changed.

Problem Cancelled

SMARTIT-PBM-PBI-
ProblemInvestigation
RequesterCancellation

PBM:PBI:
Cancelled_
830_Requester-SetTag

Notifies the Requester that the Problem Investigation has been cancelled by the Problem Coordinator.

Problem Completed

SMARTIT-PBM-PBI-
ProblemInvestigation
ManagerGroupCompletion

PBM:PBI:
Completed_
820_PBMMgrGrp-SetTag

Notifies the Problem Coordinator Group that the Problem Investigation has been completed and there is no individual Problem Coordinator.

Problem Completed

SMARTIT-PBM-PBI-
ProblemInvestigation
ManagerCompletion

PBM:PBI:
Completed_
820_PBMMgr-SetTag

Notifies the Problem Coordinator that the Problem Investigation has been completed.

Problem Completed

SMARTIT-PBM-PBI-
ProblemInvestigation
RequesterCompletion

PBM:PBI:
Completed_
830_Requester-SetTag

Notifies the Requester that the Problem Investigation has been completed.

Problem Coordinator Assignment

SMARTIT-PBM-PBI-
ProblemManager
Assignment

PBM:PBI:
PBMMgr_
800_SetTag

Notifies the Problem Coordinator that the Problem Coordinator assignment information has changed.

Problem Coordinator Assignment

SMARTIT-PBM-PBI-
ProblemManager
GroupAssignment

PBM:PBI:
PBMMgrGrp_
800_SetTag

Notifies the Problem Coordinator Group that the Problem Coordinator assignment information has changed and there is no individual assignee.

Change Completed

SMARTIT-PBM-PAS-
AssigneeAssociated
ChangeCompletion

PBM:PAS:
NTICComplt_
803_Ass-PNPC

Notifies the Problem Assignee that a change request related to the Problem Investigation has been completed.

Change Completed

SMARTIT-PBM-PAS-
ManagerAssociated
ChangeCompletion

PBM:PAS:
NTICComplt_
802_Mgr-PNPC

Notifies Problem Coordinator that an related to the Problem Investigation has been completed.

Known Error Assignment

SMARTIT-PBM-PKE-
GroupAssignment

PBM:PKE:
AssgneeGrpChg_
803_SetTag

Notifies the Assigned Group that the Known Error assignment information has changed and there is no individual assignee.

Known Error Assignment

SMARTIT-PBM-PKE-
AssigneeAssignment

PBM:PKE:
AssgneeIndChg_
802_SetTag

Notifies the Assignee that the Known Error assignment information has changed.

Known Error Manager Assignment

SMARTIT-PBM-PKE-
ProblemManager
Assignment

PBM:PKE:
PBMMgrChg_
800_SetTag

Notifies the Problem Coordinator that the Known Error Problem Coordinator assignment information has changed.

Known Error Manager Assignment

SMARTIT-PBM-PKE-ProblemManager
GroupAssignment

PBM:PKE:
PBMMgrGrpChg_
801_SetTag

Notifies the Problem Coordinator that the Known Error Problem Coordinator assignment information has changed and there is no individual assignee.

 BMC Change Management notification events

The following table describes BMC Change Management notification events:

BMC Change Management notification events

Event

Message tag

Filter

Description

Change Coordinator Assignment

SMARTIT-CHG-CRQ-
Assignee-Group&Individual
Reassignment

CHG:CRQ:ChgAssignee-ReassignSetTag_330_Submit

Notifies change coordinator that a change has been reassigned to him.

Implementer Assignment

SMARTIT-CHG-CRQ-
Implementer-
Group&Individual
Reassignment

CHG:CRQ:ChgImplementer
ReassignSetTag_340_Submit

Notifies change implementer that a change has been reassigned to him.

Change Manager Assignment

SMARTIT-CHG-CRQ-
Manager-
Group&Individual
Reassignment

CHG:CRQ:
ChgMgrReassignSetTag_
350_Submit

Notifies change manager that a change has been reassigned to him.

Change Coordinator Planning

SMARTIT-CHG-CRQ-
AssigneeGroup-
PIPAccepted
GroupAssignment

CHG:CRQ:StatusPIPAccepted
CAGrpSetTag_200_Submit

Notifies change coordinator group that the change request is set to the Planning In Progress status.

Change Coordinator Latent Completion

SMARTIT-CHG-CRQ-
Assignee-Latent
CompletionNotification

CHG:CRQ:
LatentCHGCloseCASetTag_
360_Submit

Notifies change coordinator that a change has been completed as a latent change.

Change Manager Latent Completion

SMARTIT-CHG-CRQ-
Manager-Latent
CompletionNotification

CHG:CRQ:
LatentCHGCloseCMSetTag_
370_Submit

Notifies change manager that a change has been completed as a latent change.

Change Manager Re-scheduled

SMARTIT-CHG-CRQ-
ManagerGroup-
RescheduledRFC
GroupAssignment

CHG:CRQ:
ReSchRFCCABGrpSetTag_
400_Submit

Notifies change manager group of change manager assignment for a rescheduled change request.

Change Manager Re-scheduled

SMARTIT-CHG-CRQ-
Manager-Rescheduled
RFCAssignment

CHG:CRQ:
ReSchRFCCABMgrSetTag_
380_Submit

Notifies change manager of change manager assignment for a rescheduled change request.

Change Coordinator Re-scheduled

SMARTIT-CHG-CRQ-
AssigneeGroup-
RescheduledRFCGroup
Assignment

CHG:CRQ:ReSchRFCChg
AssgnGrpSetTag_410_Submit

Notifies change coordinator group of assignment for a rescheduled change request.

Change Coordinator Scheduled

SMARTIT-CHG-CRQ-
Assignee-Rescheduled
RFCAssignment

CHG:CRQ:ReSchRFCChg
AssgnSetTag_390_Submit

Notifies the change coordinator of assignment for a rescheduled change request.

Approval

SMARTIT-CHG-CRQ-
Manager-Approval
Rejected

CHG:CRQ:
NotifyOnRejectApproval-CM

Notifies the assignee that the change has been rejected during an approval phase.

Approval

SMARTIT-CHG-APR-ApprovalNTForIndividual

AP:Notify-000000000000041

Notifies the approver that the change request requires an approval.

Approval

SMARTIT-CHG-CRQ-
ManagerGroup-
ApprovalRejected

CHG:CRQ:NotifyOnRejectApproval-CMGrp

Notifies the assignee group that the change has been rejected during an approval phase.

Change Coordinator Completion

SMARTIT-CHG-CRQ-
Assignee-Group&Individual
CompletionNotification

CHG:CRQ:StatusCompleted_
855_CA+CAGrp-SetTag

Notification to change coordinator group that the change request is set to the Completed status.

Change Coordinator Completion

SMARTIT-CHG-CRQ-
Assignee-
Group&Individual
FinalReviewCompleted

CHG:CRQ:StatusCompleted
WReason_855_CA+
CAGrp-SetTag

Notification to 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

SMARTIT-CHG-CRQ-
Manager-
Group&Individual
CompletionNotification

CHG:CRQ:StatusCompleted_
855_CM+CMGrp-SetTag

Notification to change manager that the change request is set to the Completed status.

Change Manager Completion

SMARTIT-CHG-CRQ-
Manager-Group&
IndividualFinal
ReviewCompleted

CHG:CRQ:StatusCompleted
WReason_855_CM+
CMGrp-SetTag

Notification to change manager that the change request is set to the Completed status and the change request status reason is Final Review Complete.

Change Coordinator Pre-planning

SMARTIT-CHG-CRQ-
AssigneeGroup-
RFCGroupAssignment

CHG:CRQ:StatusRFCCAGrpSetTag_
150_Submit

Notifies change coordinator group that the change request is set to the Request for Change status.

Note: You can configure this setting in the change configuration rules.

Change Coordinator Pre-planning

SMARTIT-CHG-CRQ-
Assignee-
RFCAssignment

CHG:CRQ:StatusRFCCASetTag_
140_Submit

Notifies change coordinator that the change request is set to the Request for Change status.

Note: You can configure this setting in the change configuration rules.

Change Manager Pre-planning

SMARTIT-CHG-CRQ-
ManagerGroup-
RFCGroupAssignment

CHG:CRQ:StatusRFC_
815_CMGrp-SetTag

Notifies change manager group that the change request is set to the Request for Change status.

Note: You can configure this setting in the change configuration rules.

Change Manager Pre-planning

SMARTIT-CHG-CRQ-
Manager-
RFCAssignment

CHG:CRQ:StatusRFCCM
SetTag_160_Submit

Notifies change manager that a change request is set to the Request for Change status.

Note: You can configure this setting in the change configuration rules.

Change Manager Planning

SMARTIT-CHG-CRQ-
ManagerGroup-
PIPAccepted
GroupAssignment

CHG:CRQ:
StatusPIPAcceptedCMGrp
SetTag_220_Submit

Notifies change manager group that the change request is set to the Planning in Progress status.

Note: You can configure this setting in the change configuration rules.

Change Manager Planning

SMARTIT-CHG-CRQ-
Manager-PIP
AcceptedAssignment

CHG:CRQ:
StatusPIPAcceptedCM
SetTag_190_Submit

Notifies change manager that the change request is set to the Planning in Progress stage.

Note: You can configure this setting in the change configuration rules.

Change Coordinator Planning

SMARTIT-CHG-CRQ-
AssigneeGroup-
PIPAssigned
GroupAssignment

CHG:CRQ:
StatusPIPAssignedCAGrp
SetTag_230_Submit

Notifies change coordinator group that the change request is set to the Planning in Progress status.

Note: You can configure this setting in the change configuration rules.

Change Coordinator Assignment

SMARTIT-CHG-CRQ-
Assignee-
PIPAssignedAssignment

CHG:CRQ:
StatusPIPAssigned_
817_CA-SetTag

Notifies change coordinator that the change request is set to the Planning in Progress status.

Note: You can configure this setting in the change configuration rules.

Implementer Assignment

SMARTIT-CHG-CRQ-
ImplementerGroup-
PIPAssigned
GroupAssignment

CHG:CRQ:
StatusPIPAssignedCImpGrpSetTag_
240_Submit

Notifies change implementer group that the change request is set to the Planning in Progress status.

Change Manager Assignment

SMARTIT-CHG-CRQ-
ManagerGroup-
PIPAssigned
GroupAssignment

CHG:CRQ:
StatusPIPAssignedCMGrp
SetTag_250_Submit

Notifies change manager group that the change request is set to the Planning in Progress status.

Note: You can configure this setting in the change configuration rules.

Change Manager Assignment

SMARTIT-CHG-CRQ-
Manager-PIPAssigned
Assignment

CHG:CRQ:StatusPIPAssigned_
817_CSetTag

Notifies change manager that the change request is set to the Planning in Progress status.

Note: You can configure this setting in the change configuration rules.

Change Coordinator Scheduled For Review

SMARTIT-CHG-CRQ-AssigneeGroup-SFRGroupNotification

CHG:CRQ:
StatusSchedForRevCAGrp
SetTag_260_Submit

Notifies change coordinator group that the change request is set to the Scheduled For Review status.

Change Coordinator Scheduled For Review

SMARTIT-CHG-CRQ-
Assignee-
SFRNotification

CHG:CRQ:StatusSched
ForRevCA_818_SetTag

Notifies change coordinator that the change request is set to the Scheduled For Review status.

Change Manager Scheduled for Review

SMARTIT-CHG-CRQ-
ManagerGroup-
SFRGroupNotification

CHG:CRQ:StatusSched
ForRevCMGrpSetTag_280_Submit

Notifies change manager group that the change request is set to the Scheduled For Review status.

Change Manager Scheduled for Review

SMARTIT-CHG-CRQ-
Manager-
SFRNotification

CHG:CRQ:StatusSched
ForRevCMSetTag_270_Submit

Notifies change manager that the change request is set to the Scheduled For Review status.

Implementer Planning

SMARTIT-CHG-CRQ-
Implementer-
PIPAssigned
Assignment

CHG:CRQ:StatusPIPAssigned
CImpSetTag_210_Submit

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

SMARTIT-CHG-CRQ-
ImplementerGroup-
ScheduledGroup
Assignment

CHG:CRQ:StatusScheduled_
850_CImpGrp-SetTag

Notifies change implementer group that the change request is set to the Scheduled status.

Implementer Scheduled

SMARTIT-CHG-CRQ-Implementer-ScheduledAssignment

CHG:CRQ:StatusScheduled_
850_CImp-SetTag

Notifies change implementer the change request is set to the Scheduled status.

Change Coordinator Scheduled

SMARTIT-CHG-CRQ-
AssigneeGroup-
ScheduledNoImpact
GroupNotification

CHG:CRQ:StatusScheduled
NoImpct_850_CAGrp-SetTag

Notifies change coordinator group that the No Impact change request is set to the Scheduled status.

Change Coordinator Scheduled

SMARTIT-CHG-CRQ-
Assignee-Scheduled
NoImpact
Notification

CHG:CRQ:StatusScheduled
NoImpct_850_CA-SetTag

Notifies change coordinator that the No Impact change request is set to the Scheduled status.

Change Manager Scheduled

SMARTIT-CHG-CRQ-
ManagerGroup-
ScheduledNoImpact
GroupNotification

CHG:CRQ:StatusScheduled
NoImpct_850_CMGrp-SetTag

Notifies change manager group that the No Impact change request is set to the Scheduled status.

Change Manager Scheduled

SMARTIT-CHG-CRQ-
Manager-Scheduled
NoImpact
Notification

CHG:CRQ:StatusScheduled
NoImpct_850_CSetTag

Notifies change manager group that the No Impact change request is set to the Scheduled status.

Change Coordinator Completion

SMARTIT-CHG-CRQ-
Assignee-Group&Individual
FinalReview
Completed

CHG:CRQ:StatusCompleted
WReasonWTsk_856_CA+CAGrp-SetTag

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.
Note: You can configure this setting in the change configuration rules.

Cancellation

SMARTIT-CHG-CRQ-
Manager-Cancellation
Notification

CHG:CRQ:StatusCancelled_
850_Manager-SetTag

Notifies the Change Manager that the change request is set to Cancelled status.

Cancellation

SMARTIT-CHG-CRQ-Assignee-CancellationNotification

CHG:CRQ:StatusCancelled_
858_Assignee-SetTag

Notifies the assignee that the change request has been cancelled.

Change Coordinator Approval Rejection

SMARTIT-CHG-CRQ-ApprovalRejectionNT
ForCHGAssignee

CHG:CRQ:NotifyOnRejectApproval-CA

Notifies the Change Coordinator when the Approver request for the Change Request is Rejected.

Change Coordinator Approval Rejection

SMARTIT-CHG-CRQ-ApprovalRejectionNT
ForCHGAssigneeGroup

CHG:CRQ:NotifyOnRejectApproval-CAGrp

Notifies the Change Coordinator group when the Approval for Change Request is Rejected.

Change Manager Approval Rejection

SMARTIT-CHG-CRQ-ApprovalRejectionNT
ForCHGManagerGroup

CHG:CRQ:NotifyOnRejectApproval-CMGrp

Notifies the Change Manager group when the Change Request approval is Rejected.

Change Manager Approval Rejection

SMARTIT-CHG-CRQ-ApprovalRejectionNT
ForCHGManagerIndividual

CHG:CRQ:NotifyOnRejectApproval-CM

Notifies the Change Manager  when the Change Request approval is Rejected.

Change Coordinator Completion

SMARTIT-CHG-CRQ-Assignee-Group&IndividualClosureNotification

CHG:CRQ:StatusClosed_855_CA
+CAGrp-SetTag

Notifies the individual or the Change Coordinator group when the Change Request has been Closed.

Change Coordinator Completion

SMARTIT-CHG-CRQ-Assignee-Group&IndividualCompletion
WithTaskNotification

CHG:CRQ:StatusCompleted_855
_CA+CAGrp-SetTag

Notifies the individual or the Change Coordinator group when the Change Request has been Completed

Change Coordinator Planning

SMARTIT-CHG-CRQ-Assignee-Group&IndividualPendingNotification

CHG:CRQ:StatusPending_855
_CA+CAGrp-SetTag

Notifies the individual or the Change Coordinator group when the Change Request is Pending.

Change Coordinator Assignment

SMARTIT-CHG-CRQ-AssigneeGroup-RFAGroupAssignment

CHG:CRQ:StatusRFACAGrpSetTag_
150_Submit

Notifies the Change Coordinator whenever a new Change Request is assigned to it

Change Coordinator Scheduled

SMARTIT-CHG-CRQ-Assignee-IIP

CHG:CRQ:StatusIIPCASetTag_
140_Submit

Notifies the Change Coordinator when the Change Request is processed for Implementation.

Change Coordinator Assignment

SMARTIT-CHG-CRQ-Assignee-
RFAAssignment

CHG:CRQ:StatusRFACASetTag_
140_Submit

Notifies the Change Coordinator when he or she is assigned as the Change Coordinator.

Change Manager Completion

SMARTIT-CHG-CRQ-Manager-Group&IndividualClosure
Notification

CHG:CRQ:StatusClosed_855_
CM+CMGrp-SetTag

Notifies the Change Manager when the change is closed.

Change Manager Planning

SMARTIT-CHG-CRQ-Manager-Group&IndividualPendingNotification

CHG:CRQ:StatusPending_855_
CM+CMGrp-SetTag

Notifies the individual or the Change Manager group when the Change Request is Pending.

Change Manager Assignment

SMARTIT-CHG-CRQ-ManagerGroup-RFAGroupAssignment

CHG:CRQ:StatusRFA_815_
CMGrp-SetTag

Notifies the Change Manager Group when they are assigned as the Change Manager Group for the Change Request.

Change Manager Scheduled

SMARTIT-CHG-CRQ-Manager-IIP

CHG:CRQ:StatusIIPCMSetTag_
160_Submit

Notifies the Change Manager when the Change Request is processed for Implementation.

Change Manager Assignment

SMARTIT-CHG-CRQ-Manager-RFAAssignment

CHG:CRQ:StatusRFACMSetTag_
160_Submit

Notifies the Change Manager when he or she is assigned as the Change Manager.

Change Manager Predecessor Completion

SMARTIT-CHG-CRQ-PredecessorStatusInformation

CHG:CHA:NotifyICComplt_801_
PNPC

Notifies the Change Manager of a Change Request when the Predecessor Change Request of that Change Request is completed.

SLA Response Escalated Notification

SMARTIT-CHG-SLM-CHGMGRNTFY

CHG:CRQ:NTMgrSLMEsc_851_
SetTag

Notifies the Change Manager when the Change Request is reaching the milestone

 Release Management notification events

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

SMARTIT-RMS-APR-ApprovalNTForIndividual

Not applicable

Notifies the support staff individual that a release request requires an approval.

Release AssignedSMARTIT-RMS_RLM_Assigned_ToIndivNot applicableNotifies the release coordinator to whom the release is assigned. This notification is sent only when the logged in and the release coordinator are not the same.
Release AssignedSMARTIT-RMS_RLM_Assigned_ToGroupNot applicableNotifies the support group to which the release is assigned.
Release UpdatedSMARTIT-RMS_RLM_Requester-ReceiptConfirmationNot applicableNotifies 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 UpdatedSMARTIT-RMS_RLM_StausChangedNot applicableNotifies 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 UpdatedSMARTIT-RMS_RLM_Requester-ReleaseCompletionNotificationNot applicableNotifies the requester when the release request is completed.
 Activity module notification events

The following notification events are related to the activity module. Configure the rules in which the support staff is notified in the Activity Notification Rules form.

Activity module notification events

Event

Message tag

Filter

Description

Activity Assigned

SMARTIT-AAS_AAS_Assigned_Group

Not Applicable

Notifies support staff group that an activity has been assigned to them.

Activity Assigned

SMARTIT-AAS_AAS_Assigned_Individual

Not Applicable

Notifies support staff individual that an activity has been assigned to him or her.

Activity Status Changed

SMARTIT-AAS_AAS_StatusChanged

Not Applicable

Notifies support staff that the status of an activity has been changed.

 BMC Service Request Management notification events

The following tables describe BMC Service Request Management and Work Order Management notification events:

BMC Service Request Management notification events

Event

Description

Message tag

Filter

Request Status Changed

Notifies the Request Manager when:

  1. The service request is reopened from the Request Entry Console, and
  2. The Reopen Request option in the service request definition (SRD) is configured to Create New Work Order when a service request is reopened. (See Reopen Request.) 

Notes:

  • If the Reopen Request option in the SRD is configured to Reopen Fulfillment Request, this notification is not triggered.
  • If the request is reopened from the fulfillment record (for example, from the incident, work order, or change request), this notification is not triggered.

SMARTIT-SRM-REQ-Request_Reopen

SRM:REQ:NTMgr_On_Reopen_SetTag

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.

SMARTIT-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.

SMARTIT-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.

SMARTIT-WOI-WOI-Assignment_ Manager_
Group_ Notification

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.

SMARTIT-WOI-WOI-Assignment_ Assignee_
Group_ Notification

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.

SMARTIT-WOI-WOI-Assignment_Assignee_Group_
Notification

WOI:WOI:NTNotifyAssigneeGroup_
Modify_CALL GUIDE

Work Order Status Pending

Notifies the Requested For (Customer) user when the work order moves to the Pending state.

SMARTIT-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.

SMARTIT-WOI-WOI-Status Updated

WOI:WOI:NTNotify AssigneeGroup_ onStatusChanged

 

 

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