This documentation supports the 9.0 version of Service Request Management.

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BMC Service Request Management notification events

The following table describes BMC Service Request Management 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.

You can configure which events trigger notifications for each SRD, as explained in Configuring notifications for service requests.

For a complete list of notification events in the BMC Remedy IT Service Management Suite, see BMC Remedy ITSM notification events.

BMC 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_
OnSubmit_SetTag

SRM:REQ:NTRequestedForSubmitted_
OnSubmit_SetTag

Request Response Escalation

Notifies the Approver when the request requires an approval.

SRM-REQ-Approver_Notification

SRM:REQ:Notify_Approver

Request Status ChangedNotifies 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 status. The message indicates that the request status has been updated to Planning.

SRM-REQ-StatusUpdated

SRM:REQ:NTRequesterStatusUpdated_
Planning_SetTag

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.

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_
Completed_SetTag

SRM:REQ:NTRequesterForStatusUpdated_
Completed_SetTag

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_
Rejected_SetTag

SRM:REQ:NTRequesterForStatusUpdated_
Rejected_SetTag

Request Status Cancelled

Notifies Requested By and Requested For users when the request is Cancelled.

SRM-REQ-StatusCancelled_ReqForBy

SRM:REQ:NTRequesterStatusUpdated_
Cancelled_SetTag

SRM:REQ:NTRequesterForStatusUpdated_
Cancelled_SetTag3

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_
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.

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.

WOI-WOI-Assignment_Assignee_Group_
Notification

WOI:WOI:NTNotifyAssigneeGroup_
Modify_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_
Group_ Notification

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_
Group_ Notification

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 UpdatedWOI: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_ReqForByWOI: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_ReqForByWOI:WOI:NTNotify RequestedForOn Completed

Notes

  • 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.
  • 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.

Related topics

Configuring notifications for service requests

BMC Remedy ITSM notification events (BMC Remedy ITSM documentation)

System Events and Message Catalog for the Notification Engine (BMC Remedy ITSM documentation)

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