This documentation supports the 18.05 version of Service Request Management.

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

Setting up notifications

This section contains information about the types of notifications available in BMC Service Request Management, and how to configure notification options and preferences.

When a request moves through its lifecycle (for example, the status changes to Pending or Initiated), the application generates notifications. Based on their group or role, users might receive notifications during various request lifecycle stages.

By default, users who trigger actions do not receive notifications of that action. For example, users logging into the system and assigning a work order to themselves are not notified. The system assumes users know that they performed the action and bypasses the notification.

Some notifications are not triggered by status transitions, but by separate actions. For example:

  • Signature notifications — Approvers receive a notification that they were chosen as approvers when the signature is created.
  • Group notifications — Group notifications are sent to the assigned group when the assigned group changes. (In group notifications, there is a slight delay between the triggering state of the request and the sending of notifications to group members.)
  • Assignments — After a request is assigned, or if its assignment changes, this action triggers a notification to the assignee regardless of the request's status.

The application also includes conditional notifications, which occur in certain conditions but not in others. For example, group notifications are sent only if there is no assigned individual.

Note

When BMC Service Request Management is installed on top of BMC Remedy IT Service Management, 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.

Related topic

Service request life cycle

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