This documentation supports the 19.02 version of Service Request Management.

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

Notifications of work order assignments

Work Order Assignees are notified of new work orders based on the notification method preferences defined in their personal record. In addition, when a work order moves into a new status, such as Completed, the work order executes workflow that triggers notifications. Based on your group or role, you might receive notifications during various work order statuses. For more information about notification preferences, see Setting notification preferences.

The following notifications are available :

  • Individual notification — The Work Order Assignee is notified according to the notification method specified in their personal record. For example, if Bob Backline has a notification method of Alert, he receives a notification from BMC Remedy AR System for each work order that is assigned to him.
  • Group notification — A Support Group is notified according to the notification method specified by each group member's entry in their personal record. For example, if a work order is assigned to the Support-Software group, group members are notified through the notification method specified in their personal records. For example, if Sarah Software has email specified as the notification method in her personal record, the notification is sent to her by email.
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