Configuring notifications
BMC Service Request Management generates notifications when a service request or a work order transitions through different stages of its lifecycle. Based on their group or role, users might receive notifications in various stages of the requests.
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 hence 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 are chosen as approvers when the signature is created.
- Group notifications — Group notifications are sent to the assigned group when the assigned group changes.
- Assignments — After a request is assigned, or if its assignment changes, this action triggers a notification to the assignee regardless of the status of the request.
Service Request Management also includes conditional notifications, which occur only if certain conditions are fulfilled. For example, group notifications are sent only if there is no assigned individual.
You can set notification options for each SRD. For a selected option, when a notification event occurs, notifications are sent to the Requested By user. Notifications are also sent to the user specified for that event, such as Requested For user for on behalf of requests, the assignee, or the approver. For example, Notify End User On Submit is selected. When Mandy (manager) submits a request for herself, she receives a notification that the request was submitted. When Mandy submits a request on behalf of Fred (user), both Mandy and Fred receive notifications. If a notification option is cleared, no notifications are sent for the related triggering event.
By default, all notification options are set in new SRDs, except Notify End User on Approval and Notify End User on Reject.
Notification events and options
The following tables describes Service Request Management notification events for service requests and Work Order notification events. These notification events are defined in the System Events and Message Catalog of the Notification Engine. For more information, see
System Events and Message Catalog for the Notification Engine
in the BMC Helix ITSM documentation.
For a complete list of notification events in the BMC Helix ITSM, see
BMC Helix ITSM notification events
in the BMC Helix ITSM documentation.
Service Request Management notification events
Event | Description | Message tag | Filter |
|---|---|---|---|
Request Submitted | Notifies requesters when they submit requests for themselves. If the request was submitted on behalf of another user, notifies both the submitter (Requested By user) and the On Behalf Of user (Requested For user). | SRM-REQ-Submitted-ReqForBy | SRM:REQ:NTRequesterSubmitted_ |
Request Response Escalation | Notifies the Approver when the request requires an approval. | SRM-REQ-Approver_Notification | SRM:REQ:Notify_Approver |
| Request Response Escalation | Notifies the service request coordinator when a request is reaching a milestone. | SRMMGRWARNING | SRM:REQ:NTMgrSLMEsc_851_SetTag |
| Request Status Changed | Notifies Requested By and Requested For users when the request is moved to the Pending status. | SRM-REQ-StatusUpdatedPending | SRM:REQ:NTRequesterStatusUpdated_ Pending_SetTag SRM:REQ:NTRequesterForStatusUpdated_ Pending_SetTag |
Request Status Changed | Notifies Requested By and Requested For users when the request is moved to the Initiated/Planning status. The message indicates that the request status has been updated to Initiated/Planning. | SRM-REQ-StatusUpdated | SRM:REQ:NTRequesterStatusUpdated_ |
Request Status Changed | Notifies the Request Manager when:
Important:
| SRM-REQ-Request_Reopen | SRM:REQ:NTMgr_On_Reopen_SetTag |
Request Status Completed | Notifies Requested By and Requested For users when the request is Completed. | SRM-REQ-StatusCompleted_ReqForBy | SRM:REQ:NTRequesterStatusUpdated_ |
Request Status Rejected | Notifies Requested For user when the request is Rejected. The message indicates that the request is cancelled. | SRM-REQ-StatusRejected_ReqForBy | SRM:REQ:NTRequesterStatusUpdated_ |
Request Status Cancelled | Notifies Requested By and Requested For users when the request is Cancelled. | SRM-REQ-StatusCancelled_ReqForBy | SRM:REQ:NTRequesterStatusUpdated_ |
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. | 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. | 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. | WOI-WOI-Assignment_ Manager_ | 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. | WOI-WOI-Assignment_ Assignee_ | 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. | WOI-WOI-Assignment_Assignee_Group_ | WOI:WOI:NTNotifyAssigneeGroup_ |
| Work Order Assignee Assignment | Notifies the work order assignee when a work order is assigned. | WOI-WOI-Assignee_Notification | WOI:WOI:NTNotifyAssignee_CALL GUIDE |
Work Order Manager Assignment | Notifies the Assignee Manager group when the Request Manager Support group name is updated and not assigned to any individual manager. | WOI-WOI-Assignment_ Manager_ | WOI:WOI:NTNotify AssigneeManager Group_Modify_CALL GUIDE |
Work Order Manager Assignment | Notifies the Assignee Manager group when the work order status is updated to In Progress and the work order is not assigned to any Request Manager. | WOI-WOI-Assignment_ Manager_ | WOI:WOI:NTNotify AssigneeManager Group |
Work Order Status In Progress | Notifies the Requested For (Customer) user when the work order moves to the In Progress state. | WOI-WOI-Status Approved | WOI:WOI:NTNotify RequestedForOn InProgress |
Work Order Status Pending | Notifies the Requested For (Customer) user when the work order moves to the Pending state. | 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. | WOI-WOI-Status Updated | WOI:WOI:NTNotify AssigneeGroup_ onStatusChanged |
Work Order Status Pending | Notifies the Work Order Manager (Request Manager) when the work order is rejected or cancelled. | WOI-WOI-StatusUpdated | WOI:WOI:NTNotify AssigneeManager_ onStatusChanged |
Work Order Status Pending | Notifies the Assignee Manager group when the request is moved to the Rejected or Cancelled state and not assigned to any individual manager. | WOI-WOI-Status Updated | WOI:WOI:NTNotify AssigneeManager Group_onStatus Changed |
Work Order Status Rejected | Notifies the Requested For (Customer) user when the work order moves to the Rejected state. | WOI-WOI-Status Rejected_ReqForBy | WOI:WOI:NTNotify RequestedForOn Rejected |
Work Order Status Cancelled | Notifies the Requested For (Customer) user when the work order moves to the Cancelled state. | WOI-WOI-Status Cancelled_ReqForBy | WOI:WOI:NTNotify RequestedForOn Cancelled |
Work Order Status Completed | Notifies the Requested For (Customer) user when the work order moves to the Completed state. | WOI-WOI-Status Completed_ReqForBy | WOI:WOI:NTNotify RequestedForOn Completed |
Important
- When BMC Service Request Management is installed on top of BMC Helix ITSM, 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.
- For On Behalf Of requests, notifications are sent only to the Requested For name specified in the service request, and not to users specified in fulfillment requests. For example, a service request is submitted on behalf of Mary Manager, and a work order is generated automatically. If the contact name in the work order is changed to Bob Backline, Bob's name is not passed back to the service request. Notifications are still sent to Mary, and not to Bob.
To configure notification options
- Search for the SRD, select it, and click View.
Make sure the SRD is offline. You can define notifications only when the SRD is in New mode or taken offline.
- Click the Functions link in the left navigation pane, and click Manage Notifications.
- Select or clear events that trigger a notification.
- Click OK, and save the SRD.
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