This documentation supports the 23.3 version of BMC Helix Change Management.To view an earlier version, select the version from the Product version menu.

Configuring notification rules

You can configure the rules in which the change manager, change coordinator, and change requester are notified. For example, the change manager is notified when the Status of a change request is set to Planning in Progress and the Status Reason is set to Assigned.

To configure notification rules

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, select Change Management > Advanced Options > Rules, and then click Open.
    The Change Configuration Rules form appears.
  3. Click the Notification tab.
    Some notification rules are automatically defined during installation.
    • You can select a rule, and then click View to display it or modify it, if needed.
    • You can select a rule, and then click Delete to remove it.
  4. Click Add.
    The Notification Rules dialog box appears. You use this dialog box to create new notification rules.

    notification-rules_62683_516.gif
  5. Define the Status of your new rule (for example, Proposed or Enabled).
  6. Select the roles you want to Notify (for example, Change Manager only).
  7. Select the Change Status for which you want the notification sent (for example, Draft).
    Notifications to the change manager and change coordinator are configured out of the box only for the following change states: Request For Change, Planning In Progress, Scheduled For Approval, Cancelled, Rejected, and Completed. The change requester is notified when the change state is Cancelled.
  8. (Optional) Select a Status Reason.
    If you select the Planning In Progress state, you can include a status reason (for example, Accepted). But not all changes states include status reasons.
  9. Enter a helpful description of the new change rule (for example, the status that triggers the notification).
  10. Click Save.

Before you begin

You need to enable the following workflows or filters if the workflows are disabled in the OOTB system:

  • NTE:NPC:ChkNotificationMsgExist=Yes_016_GetNotifyPrefix
  • NTE:NPC:ChkNotificationMsgExist=Yes_017_CheckMsgExist
  • NTE:NPC:ChkNotificationMsgExist=Yes_018_SetNotifyPrefix

To set the BMC Helix ITSM push notification locale

  1. Log on to BMC Helix ITSM  as an administrator.
  2. From the Application Administration Console, click the Custom Configuration tab.
  3. From the Application Settings list, select Foundation > People > People, and then click Open.
  4. In the People form, search for the person.
  5. Select the person, and then click the Notifications tab.
  6. From the Notification Language list, choose the user's locale.
  7. Save your changes.

To enable or disable BMC Helix ITSM notifications

  1. Log in to the BMC Helix ITSM  server as an AR System  Administrator.
  2. Open the SMT:SmartIT_NotificationConfig form by modifying the URL, for example:
    mid-tier server/arsys/forms/AR server/SMT:SmartIT_NotificationConfig
  3. Search for all records.
  4. Update the record for the module that you want to enable or disable.
    For example, set the Status field to Enabled or Disabled.
  5. Save the record.

To create BMC Helix ITSM notification settings by company

  1. Log in to the BMC Helix ITSM  server as an AR System  Administrator.
  2. Open the SMT:SmartIT_NotificationConfig form by modifying the URL, for example:
    mid-tier server/arsys/forms/AR server/SMT:SmartIT_NotificationConfig
  3. Create a new, company-specific record for the component you want to enable or disable:
    1. Specify the Company and Module Name.
    2. Set the Status field to Enabled or Disabled.
  4. Save the record.


 

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