This documentation supports the 22.1 version of BMC Helix ITSM: Change Management.To view an earlier version, select the version from the Product version menu.

Change notifications

When a change request moves into a new status, for example, Completed, the application generates notifications. Based on your group or role, you might receive notifications during various change statuses.

Related topics

Assigning-and-reassigning-change-requests

Configuring notifications

Notification Engine 

Configuring-change-rules

Communicate effectively with Change notifications BMC Communities blog post

Notifications by groups

The following table lists the change events that trigger notifications and the change management groups to which they are sent. Blank cells indicate that no notification is sent.

Important

When an individual change coordinator is defined for a request, group notifications are not sent out for that request.


Current status

Coordinator group

Support group

Change Implementer group

Draft




Request for Authorization




Request for Change

Yes

Yes


Planning in Progress

Yes

Yes


Scheduled For Review

Yes

Yes


Scheduled For Approval




Scheduled

Yes

Yes

Yes

Implementation in Progress




Completed


Yes


Closed




Pending




Rejected


Yes


Cancelled





Notifications by roles

The following table lists the change statuses that trigger notifications and the change management permissions to which they are sent.

Exception

You will not receive a notification when you change the status of a change request, if you are change coordinator, change manager, or change implementer for that change request. If you are both the change coordinator and the change manager, an event is triggered only for the change manager. Other users will receive notifications normally.

Additionally, Requested For users will receive notifications only when a change request is submitted; that is, the change request is promoted beyond the Draft status. Later status changes will not trigger notifications for these users.


Current status

Change coordinator

Change manager

Requested by

Requested for

Change implementer

Draft

No

No

No

No

No

Request for Authorization

Yes

Yes

No

No

No

Request for Change

Yes

Yes

No

No

No

Planning in Progress

Yes

Yes

No

No

Yes

Scheduled For Review

Yes

Yes

No

No

No

Scheduled For Approval

Yes

Yes

No

No

No

Scheduled

Yes

Yes

Yes 1

Yes

Yes

Implementation in Progress

No

No

No

No

No

Completed

Yes

Yes

Yes 1

No

No

Closed

No

No

No

No

No

Pending

No

No

No

No

No

Rejected

Yes

Yes

No

No

No

Cancelled

Yes

Yes

Yes 1

No

No

 1 No notification is sent to the Requested by user if the Requested by user and the logged-on user are the same person.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*