This documentation supports the 21.05 version of BMC Helix ITSM: Smart IT.To view an earlier version, select the version from the Product version menu.

Smart IT notification events

Typically, desktop clients receive email notifications and mobile clients receive push notifications. The notifications arrive based on certain events as described in this section. Details of the event can be seen by clicking the link in the email on a desktop computer, or by tapping the icon on a mobile device. 

Notifications for mobile clients can be localized based on the language specified in the People record. The notification locale must be set in Smart IT to receive the notification in preferred locale.

The following tables describe notification events:

Incident Management notification events

The following table describes Incident Management notification events:

Incident Management notification events

Event

Message tag

Filter

Description

Assignment

SMARTIT-HPD-INC- 
Assignee 
Assignment

HPD:INC: 
NTAssignee_ 
800_SetTag

Notifies the Assignee when the assignment changes and the Incident is not resolved.

Assignment

SMARTIT-HPD-INC- 
Group 
Assignment

HPD:INC: 
NTAsgGrp_ 
805_SetTag

Notifies the Assigned Group when the assignment changes and the Incident is not resolved.

OLA Resolution Escalated Notification

SMARTIT-HPD-INC- 
GroupAssignment 
OLAResolution 
Escalation

HPD:INC: 
NTOLAAssignGrp_ 
885_SetTag

Notifies the Incident Assigned Group when the Incident is escalated for an OLA resolution.

Ownership Assignment

SMARTIT-HPD-INC- 
OwnerAssignment

HPD:INC: 
NTOwner_ 
800_SetTag

Notifies the Assigned Owner when Ownership of the Incident is set.

Ownership Assignment

SMARTIT-HPD-INC- 
GroupOwner 
Assignment

HPD:INC: 
NTOwnerGrp_ 
820_SetTag 
HPD:INC: 
NTOwnerGrp_ 
821_SetTag

Notifies the Assigned Owner Group when Ownership Group of the Incident is set.

Note: Filter 821 runs on Submit and filter 820 runs on Modify.

Resolution

SMARTIT-HPD-INC- 
AssigneeDuplicate 
Resolution

HPD:INC: 
NTAssignee_ 
845_DupRes-SetTag

Notifies the Assignee when a duplicate Incident is resolved by an original Incident.

Resolution

SMARTIT-HPD-INC- 
GroupAssigned 
DuplicateResolution

HPD:INC: 
NTAsgGrp_ 
846_DupRes-SetTag

Notifies the Assignee Group when a duplicate Incident is resolved by an original Incident.

Resolution

SMARTIT-HPD-INC- 
GroupOwner 
DuplicateResolution

HPD:INC: 
NTOwnerGrp_ 
841_DupRes-SetTag

Notifies the Incident Owner Group when a duplicate Incident is resolved by an original Incident

Resolution

SMARTIT-HPD-INC- 
GroupOwner 
Resolution

HPD:INC: 
NTOwnerGrpRes_ 
830_SetTag

Notifies the Incident Owner Group when an Incident is resolved.

Resolution

SMARTIT-HPD-INC- 
OwnerDuplicate 
Resolution

HPD:INC:NTOwner_ 
840_DupRes-SetTag

Notifies the Incident Owner when an duplicate Incident is resolved by an original Incident.

Resolution

SMARTIT-HPD-INC- 
OwnerResolution

HPD:INC: 
NTOwnerRes_ 
825_SetTag

Notifies the Incident Owner when an Incident is resolved.

Problem Management notification events

The following table describes Problem Management notification events:

Problem Management notification events

Event

Message tag

Filter

Description

Unavailability Restored

SMARTIT-AST-PBI- 
NotifyInvestigation 
AssigneeCIUA
 Restored

INT:ASTHPD:AAA: 
NotifyCIUARestored_ 
Incident_120_ 
SubmitNTE

Notifies the Problem Investigation Assignee that the related CI Unavailability has been restored.

Unavailability Restored

SMARTIT-AST-PBI- 
NotifyInvestigation 
ManagerCIUA
 Restored

INT:ASTPBM: 
AAA:NotifyCIUARestored_ 
Investigaton_120_ 
SubmitNTEManager

Notifies the Problem Investigation Problem Coordinator that the related CI Unavailability has been restored.

Problem Assignment

SMARTIT-PBM-PBI- 
ProblemGroup 
Assignment

PBM:PBI: 
AssgnGrp_ 
810_SetTag

Notifies the Assigned Group that the Problem Investigation assignment information has changed and there is no individual assignee.

Problem Assignment

SMARTIT-PBM-PBI- 
ProblemAssignee 
Assignment

PBM:PBI: 
AssgnInd_ 
810_SetTag

Notifies the Assignee that the Problem Investigation assignment information has changed.

Problem Cancelled

SMARTIT-PBM-PBI- 
ProblemInvestigation 
RequesterCancellation

PBM:PBI: 
Cancelled_ 
830_Requester-SetTag

Notifies the Requester that the Problem Investigation has been cancelled by the Problem Coordinator.

Problem Completed

SMARTIT-PBM-PBI- 
ProblemInvestigation 
ManagerGroupCompletion

PBM:PBI: 
Completed_ 
820_PBMMgrGrp-SetTag

Notifies the Problem Coordinator Group that the Problem Investigation has been completed and there is no individual Problem Coordinator.

Problem Completed

SMARTIT-PBM-PBI- 
ProblemInvestigation 
ManagerCompletion

PBM:PBI: 
Completed_ 
820_PBMMgr-SetTag

Notifies the Problem Coordinator that the Problem Investigation has been completed.

Problem Completed

SMARTIT-PBM-PBI- 
ProblemInvestigation 
RequesterCompletion

PBM:PBI: 
Completed_ 
830_Requester-SetTag

Notifies the Requester that the Problem Investigation has been completed.

Problem Coordinator Assignment

SMARTIT-PBM-PBI- 
ProblemManager 
Assignment

PBM:PBI: 
PBMMgr_ 
800_SetTag

Notifies the Problem Coordinator that the Problem Coordinator assignment information has changed.

Problem Coordinator Assignment

SMARTIT-PBM-PBI- 
ProblemManager 
GroupAssignment

PBM:PBI: 
PBMMgrGrp_ 
800_SetTag

Notifies the Problem Coordinator Group that the Problem Coordinator assignment information has changed and there is no individual assignee.

Change Completed

SMARTIT-PBM-PAS- 
AssigneeAssociated 
ChangeCompletion

PBM:PAS: 
NTICComplt_ 
803_Ass-PNPC

Notifies the Problem Assignee that a change request related to the Problem Investigation has been completed.

Change Completed

SMARTIT-PBM-PAS- 
ManagerAssociated 
ChangeCompletion

PBM:PAS: 
NTICComplt_ 
802_Mgr-PNPC

Notifies Problem Coordinator that an related to the Problem Investigation has been completed.

Known Error Assignment

SMARTIT-PBM-PKE- 
GroupAssignment

PBM:PKE: 
AssgneeGrpChg_ 
803_SetTag

Notifies the Assigned Group that the Known Error assignment information has changed and there is no individual assignee.

Known Error Assignment

SMARTIT-PBM-PKE- 
AssigneeAssignment

PBM:PKE: 
AssgneeIndChg_ 
802_SetTag

Notifies the Assignee that the Known Error assignment information has changed.

Known Error Manager Assignment

SMARTIT-PBM-PKE- 
ProblemManager 
Assignment

PBM:PKE: 
PBMMgrChg_ 
800_SetTag

Notifies the Problem Coordinator that the Known Error Problem Coordinator assignment information has changed.

Known Error Manager Assignment

SMARTIT-PBM-PKE-ProblemManager 
GroupAssignment

PBM:PKE: 
PBMMgrGrpChg_ 
801_SetTag

Notifies the Problem Coordinator that the Known Error Problem Coordinator assignment information has changed and there is no individual assignee.

Change Management notification events

The following table describes Change Management notification events:

Change Management notification events

Event

Message tag

Filter

Description

Change Coordinator Assignment

SMARTIT-CHG-CRQ- 
Assignee-Group&Individual 
Reassignment

CHG:CRQ:ChgAssignee-ReassignSetTag_330_Submit

Notifies change coordinator that a change has been reassigned to him.

Implementer Assignment

SMARTIT-CHG-CRQ- 
Implementer- 
Group&Individual 
Reassignment

CHG:CRQ:ChgImplementer 
ReassignSetTag_340_Submit

Notifies change implementer that a change has been reassigned to him.

Change Manager Assignment

SMARTIT-CHG-CRQ- 
Manager- 
Group&Individual 
Reassignment

CHG:CRQ: 
ChgMgrReassignSetTag_ 
350_Submit

Notifies change manager that a change has been reassigned to him.

Change Coordinator Planning

SMARTIT-CHG-CRQ- 
AssigneeGroup- 
PIPAccepted 
GroupAssignment

CHG:CRQ:StatusPIPAccepted 
CAGrpSetTag_200_Submit

Notifies change coordinator group that the change request is set to the Planning In Progress status.

Change Coordinator Latent Completion

SMARTIT-CHG-CRQ- 
Assignee-Latent 
CompletionNotification

CHG:CRQ: 
LatentCHGCloseCASetTag_ 
360_Submit

Notifies change coordinator that a change has been completed as a latent change.

Change Manager Latent Completion

SMARTIT-CHG-CRQ- 
Manager-Latent 
CompletionNotification

CHG:CRQ: 
LatentCHGCloseCMSetTag_ 
370_Submit

Notifies change manager that a change has been completed as a latent change.

Change Manager Re-scheduled

SMARTIT-CHG-CRQ- 
ManagerGroup- 
RescheduledRFC 
GroupAssignment

CHG:CRQ: 
ReSchRFCCABGrpSetTag_ 
400_Submit

Notifies change manager group of change manager assignment for a rescheduled change request.

Change Manager Re-scheduled

SMARTIT-CHG-CRQ- 
Manager-Rescheduled 
RFCAssignment

CHG:CRQ: 
ReSchRFCCABMgrSetTag_ 
380_Submit

Notifies change manager of change manager assignment for a rescheduled change request.

Change Coordinator Re-scheduled

SMARTIT-CHG-CRQ- 
AssigneeGroup- 
RescheduledRFCGroup 
Assignment

CHG:CRQ:ReSchRFCChg 
AssgnGrpSetTag_410_Submit

Notifies change coordinator group of assignment for a rescheduled change request.

Change Coordinator Scheduled

SMARTIT-CHG-CRQ- 
Assignee-Rescheduled 
RFCAssignment

CHG:CRQ:ReSchRFCChg 
AssgnSetTag_390_Submit

Notifies the change coordinator of assignment for a rescheduled change request.

Approval

SMARTIT-CHG-CRQ- 
Manager-Approval 
Rejected

CHG:CRQ: 
NotifyOnRejectApproval-CM

Notifies the assignee that the change has been rejected during an approval phase.

Approval

SMARTIT-CHG-APR-ApprovalNTForIndividual

AP:Notify-000000000000041

Notifies the approver that the change request requires an approval.

Approval

SMARTIT-CHG-CRQ- 
ManagerGroup- 
ApprovalRejected

CHG:CRQ:NotifyOnRejectApproval-CMGrp

Notifies the assignee group that the change has been rejected during an approval phase.

Change Coordinator Completion

SMARTIT-CHG-CRQ- 
Assignee-Group&Individual 
CompletionNotification

CHG:CRQ:StatusCompleted_ 
855_CA+CAGrp-SetTag

Notification to change coordinator group that the change request is set to the Completed status.

Change Coordinator Completion

SMARTIT-CHG-CRQ- 
Assignee- 
Group&Individual 
FinalReviewCompleted

CHG:CRQ:StatusCompleted 
WReason_855_CA+ 
CAGrp-SetTag

Notification to change coordinator that the change request is set to the Completed status and the change request status reason is Final Review Complete.

Change Manager Completion

SMARTIT-CHG-CRQ- 
Manager- 
Group&Individual 
CompletionNotification

CHG:CRQ:StatusCompleted_ 
855_CM+CMGrp-SetTag

Notification to change manager that the change request is set to the Completed status.

Change Manager Completion

SMARTIT-CHG-CRQ- 
Manager-Group& 
IndividualFinal 
ReviewCompleted

CHG:CRQ:StatusCompleted 
WReason_855_CM+ 
CMGrp-SetTag

Notification to change manager that the change request is set to the Completed status and the change request status reason is Final Review Complete.

Change Coordinator Pre-planning

SMARTIT-CHG-CRQ- 
AssigneeGroup- 
RFCGroupAssignment

CHG:CRQ:StatusRFCCAGrpSetTag_ 
150_Submit

Notifies change coordinator group that the change request is set to the Request for Change status. 

Note: You can configure this setting in the change configuration rules.

Change Coordinator Pre-planning

SMARTIT-CHG-CRQ- 
Assignee- 
RFCAssignment

CHG:CRQ:StatusRFCCASetTag_ 
140_Submit

Notifies change coordinator that the change request is set to the Request for Change status. 

Note: You can configure this setting in the change configuration rules.

Change Manager Pre-planning

SMARTIT-CHG-CRQ- 
ManagerGroup- 
RFCGroupAssignment

CHG:CRQ:StatusRFC_ 
815_CMGrp-SetTag

Notifies change manager group that the change request is set to the Request for Change status. 

Note: You can configure this setting in the change configuration rules.

Change Manager Pre-planning

SMARTIT-CHG-CRQ- 
Manager- 
RFCAssignment

CHG:CRQ:StatusRFCCM 
SetTag_160_Submit

Notifies change manager that a change request is set to the Request for Change status. 

Note: You can configure this setting in the change configuration rules.

Change Manager Planning

SMARTIT-CHG-CRQ- 
ManagerGroup- 
PIPAccepted 
GroupAssignment

CHG:CRQ: 
StatusPIPAcceptedCMGrp 
SetTag_220_Submit

Notifies change manager group that the change request is set to the Planning in Progress status. 

Note: You can configure this setting in the change configuration rules.

Change Manager Planning

SMARTIT-CHG-CRQ- 
Manager-PIP 
AcceptedAssignment

CHG:CRQ: 
StatusPIPAcceptedCM 
SetTag_190_Submit

Notifies change manager that the change request is set to the Planning in Progress stage. 

Note: You can configure this setting in the change configuration rules.

Change Coordinator Planning

SMARTIT-CHG-CRQ- 
AssigneeGroup- 
PIPAssigned 
GroupAssignment

CHG:CRQ: 
StatusPIPAssignedCAGrp 
SetTag_230_Submit

Notifies change coordinator group that the change request is set to the Planning in Progress status. 

Note: You can configure this setting in the change configuration rules.

Change Coordinator Assignment

SMARTIT-CHG-CRQ- 
Assignee- 
PIPAssignedAssignment

CHG:CRQ: 
StatusPIPAssigned_ 
817_CA-SetTag

Notifies change coordinator that the change request is set to the Planning in Progress status. 

Note: You can configure this setting in the change configuration rules.

Implementer Assignment

SMARTIT-CHG-CRQ- 
ImplementerGroup- 
PIPAssigned 
GroupAssignment

CHG:CRQ: 
StatusPIPAssignedCImpGrpSetTag_ 
240_Submit

Notifies change implementer group that the change request is set to the Planning in Progress status.

Change Manager Assignment

SMARTIT-CHG-CRQ- 
ManagerGroup- 
PIPAssigned 
GroupAssignment

CHG:CRQ: 
StatusPIPAssignedCMGrp 
SetTag_250_Submit

Notifies change manager group that the change request is set to the Planning in Progress status. 

Note: You can configure this setting in the change configuration rules.

Change Manager Assignment

SMARTIT-CHG-CRQ- 
Manager-PIPAssigned 
Assignment

CHG:CRQ:StatusPIPAssigned_ 
817_CSetTag

Notifies change manager that the change request is set to the Planning in Progress status. 

Note: You can configure this setting in the change configuration rules.

Change Coordinator Scheduled For Review

SMARTIT-CHG-CRQ-AssigneeGroup-SFRGroupNotification

CHG:CRQ: 
StatusSchedForRevCAGrp 
SetTag_260_Submit

Notifies change coordinator group that the change request is set to the Scheduled For Review status.

Change Coordinator Scheduled For Review

SMARTIT-CHG-CRQ- 
Assignee- 
SFRNotification

CHG:CRQ:StatusSched 
ForRevCA_818_SetTag

Notifies change coordinator that the change request is set to the Scheduled For Review status.

Change Manager Scheduled for Review

SMARTIT-CHG-CRQ- 
ManagerGroup- 
SFRGroupNotification

CHG:CRQ:StatusSched 
ForRevCMGrpSetTag_280_Submit

Notifies change manager group that the change request is set to the Scheduled For Review status.

Change Manager Scheduled for Review

SMARTIT-CHG-CRQ- 
Manager- 
SFRNotification

CHG:CRQ:StatusSched 
ForRevCMSetTag_270_Submit

Notifies change manager that the change request is set to the Scheduled For Review status.

Implementer Planning

SMARTIT-CHG-CRQ- 
Implementer- 
PIPAssigned 
Assignment

CHG:CRQ:StatusPIPAssigned 
CImpSetTag_210_Submit

Notifies change implementer that the change request is set to Planning in Progress and status reason is Assigned, or the change request is set to Planning in Progress and the status reason is set to Assigned from Accepted. This request does not include a task.

Implementer Scheduled

SMARTIT-CHG-CRQ- 
ImplementerGroup- 
ScheduledGroup 
Assignment

CHG:CRQ:StatusScheduled_ 
850_CImpGrp-SetTag

Notifies change implementer group that the change request is set to the Scheduled status.

Implementer Scheduled

SMARTIT-CHG-CRQ-Implementer-ScheduledAssignment

CHG:CRQ:StatusScheduled_ 
850_CImp-SetTag

Notifies change implementer the change request is set to the Scheduled status.

Change Coordinator Scheduled

SMARTIT-CHG-CRQ- 
AssigneeGroup- 
ScheduledNoImpact 
GroupNotification

CHG:CRQ:StatusScheduled 
NoImpct_850_CAGrp-SetTag

Notifies change coordinator group that the No Impact change request is set to the Scheduled status.

Change Coordinator Scheduled

SMARTIT-CHG-CRQ- 
Assignee-Scheduled 
NoImpact 
Notification

CHG:CRQ:StatusScheduled 
NoImpct_850_CA-SetTag

Notifies change coordinator that the No Impact change request is set to the Scheduled status.

Change Manager Scheduled

SMARTIT-CHG-CRQ- 
ManagerGroup- 
ScheduledNoImpact 
GroupNotification

CHG:CRQ:StatusScheduled 
NoImpct_850_CMGrp-SetTag

Notifies change manager group that the No Impact change request is set to the Scheduled status.

Change Manager Scheduled

SMARTIT-CHG-CRQ- 
Manager-Scheduled 
NoImpact 
Notification

CHG:CRQ:StatusScheduled 
NoImpct_850_CSetTag

Notifies change manager group that the No Impact change request is set to the Scheduled status.

Change Coordinator Completion

SMARTIT-CHG-CRQ- 
Assignee-Group&Individual 
FinalReview 
Completed

CHG:CRQ:StatusCompleted 
WReasonWTsk_856_CA+CAGrp-SetTag

Notifies change coordinator that the change request is set to the Completed status with a status reason of Final Review Complete. All tasks in the request have been completed. 
Note: You can configure this setting in the change configuration rules.

Cancellation

SMARTIT-CHG-CRQ- 
Manager-Cancellation 
Notification

CHG:CRQ:StatusCancelled_ 
850_Manager-SetTag

Notifies the Change Manager that the change request is set to Cancelled status.

Cancellation

SMARTIT-CHG-CRQ-Assignee-CancellationNotification

CHG:CRQ:StatusCancelled_ 
858_Assignee-SetTag

Notifies the assignee that the change request has been cancelled.

Change Coordinator Approval Rejection

SMARTIT-CHG-CRQ-ApprovalRejectionNT 
ForCHGAssignee

CHG:CRQ:NotifyOnRejectApproval-CA

Notifies the Change Coordinator when the Approver request for the Change Request is Rejected.

Change Coordinator Approval Rejection

SMARTIT-CHG-CRQ-ApprovalRejectionNT 
ForCHGAssigneeGroup

CHG:CRQ:NotifyOnRejectApproval-CAGrp

Notifies the Change Coordinator group when the Approval for Change Request is Rejected.

Change Manager Approval Rejection

SMARTIT-CHG-CRQ-ApprovalRejectionNT 
ForCHGManagerGroup

CHG:CRQ:NotifyOnRejectApproval-CMGrp

Notifies the Change Manager group when the Change Request approval is Rejected.

Change Manager Approval Rejection

SMARTIT-CHG-CRQ-ApprovalRejectionNT 
ForCHGManagerIndividual

CHG:CRQ:NotifyOnRejectApproval-CM

Notifies the Change Manager  when the Change Request approval is Rejected.

Change Coordinator Completion

SMARTIT-CHG-CRQ-Assignee-Group&IndividualClosureNotification

CHG:CRQ:StatusClosed_855_CA 
+CAGrp-SetTag

Notifies the individual or the Change Coordinator group when the Change Request has been Closed.

Change Coordinator Completion

SMARTIT-CHG-CRQ-Assignee-Group&IndividualCompletion 
WithTaskNotification

CHG:CRQ:StatusCompleted_855 
_CA+CAGrp-SetTag

Notifies the individual or the Change Coordinator group when the Change Request has been Completed

Change Coordinator Planning

SMARTIT-CHG-CRQ-Assignee-Group&IndividualPendingNotification

CHG:CRQ:StatusPending_855 
_CA+CAGrp-SetTag

Notifies the individual or the Change Coordinator group when the Change Request is Pending.

Change Coordinator Assignment

SMARTIT-CHG-CRQ-AssigneeGroup-RFAGroupAssignment

CHG:CRQ:StatusRFACAGrpSetTag_ 
150_Submit

Notifies the Change Coordinator whenever a new Change Request is assigned to it

Change Coordinator Scheduled

SMARTIT-CHG-CRQ-Assignee-IIP

CHG:CRQ:StatusIIPCASetTag_ 
140_Submit

Notifies the Change Coordinator when the Change Request is processed for Implementation.

Change Coordinator Assignment

SMARTIT-CHG-CRQ-Assignee- 
RFAAssignment

CHG:CRQ:StatusRFACASetTag_ 
140_Submit

Notifies the Change Coordinator when he or she is assigned as the Change Coordinator.

Change Manager Completion

SMARTIT-CHG-CRQ-Manager-Group&IndividualClosure 
Notification

CHG:CRQ:StatusClosed_855_ 
CM+CMGrp-SetTag

Notifies the Change Manager when the change is closed.

Change Manager Planning

SMARTIT-CHG-CRQ-Manager-Group&IndividualPendingNotification

CHG:CRQ:StatusPending_855_ 
CM+CMGrp-SetTag

Notifies the individual or the Change Manager group when the Change Request is Pending.

Change Manager Assignment

SMARTIT-CHG-CRQ-ManagerGroup-RFAGroupAssignment

CHG:CRQ:StatusRFA_815_ 
CMGrp-SetTag

Notifies the Change Manager Group when they are assigned as the Change Manager Group for the Change Request.

Change Manager Scheduled

SMARTIT-CHG-CRQ-Manager-IIP

CHG:CRQ:StatusIIPCMSetTag_ 
160_Submit

Notifies the Change Manager when the Change Request is processed for Implementation.

Change Manager Assignment

SMARTIT-CHG-CRQ-Manager-RFAAssignment

CHG:CRQ:StatusRFACMSetTag_ 
160_Submit

Notifies the Change Manager when he or she is assigned as the Change Manager.

Change Manager Predecessor Completion

SMARTIT-CHG-CRQ-PredecessorStatusInformation

CHG:CHA:NotifyICComplt_801_ 
PNPC

Notifies the Change Manager of a Change Request when the Predecessor Change Request of that Change Request is completed.

SLA Response Escalated Notification

SMARTIT-CHG-SLM-CHGMGRNTFY

CHG:CRQ:NTMgrSLMEsc_851_ 
SetTag

Notifies the Change Manager when the Change Request is reaching the milestone

Release Management notification events

The following notification events are related to release management. Configure the rules in which the support staff is notified in the Release Notification Rules form. For example, you can configure that the release manager is notified when the Milestone of a release is set to Planning and the Status is set to Planning Approval.

Release Management notification events

Event

Message tag

Filter

Description

Approval

SMARTIT-RMS-APR-ApprovalNTForIndividual

Not applicable

Notifies the support staff individual that a release request requires an approval.

Release Assigned

SMARTIT-RMS_RLM_Assigned_ToIndiv

Not applicable

Notifies the release coordinator to whom the release is assigned. This notification is sent only when the logged in and the release coordinator are not the same.

Release Assigned

SMARTIT-RMS_RLM_Assigned_ToGroup

Not applicable

Notifies the support group to which the release is assigned.

Release Updated

SMARTIT-RMS_RLM_Requester-ReceiptConfirmation

Not applicable

Notifies the requester for whom the release request is submitted. This notification is sent only when the submitter and requester are not the same. This happens when the release management application is integrated with an external application by using interface or API.

Release Updated

SMARTIT-RMS_RLM_StausChanged

Not applicable

Notifies the requester, release coordinator, or assignee group when the status of a release request is changed. This notification is sent according to the release rules configuration.

Release Updated

SMARTIT-RMS_RLM_Requester-ReleaseCompletionNotification

Not applicable

Notifies the requester when the release request is completed.

Activity module notification events

The following notification events are related to the activity module. Configure the rules in which the support staff is notified in the Activity Notification Rules form. 

Activity module notification events

Event

Message tag

Filter

Description

Activity Assigned

SMARTIT-AAS_AAS_Assigned_Group

Not Applicable

Notifies support staff group that an activity has been assigned to them.

Activity Assigned

SMARTIT-AAS_AAS_Assigned_Individual

Not Applicable

Notifies support staff individual that an activity has been assigned to him or her.

Activity Status Changed

SMARTIT-AAS_AAS_StatusChanged

Not Applicable

Notifies support staff that the status of an activity has been changed.

BMC Service Request Management notification events

The following tables describe BMC Service Request Management and Work Order Management notification events:

BMC Service Request Management notification events

Event

Description

Message tag

Filter

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 Creating a standard SRD.) 

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.

SMARTIT-SRM-REQ-Request_Reopen

SRM:REQ:NTMgr_On_Reopen_SetTag

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.

SMARTIT-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.

SMARTIT-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.

SMARTIT-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.

SMARTIT-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.

SMARTIT-WOI-WOI-Assignment_Assignee_Group_
 Notification

WOI:WOI:NTNotifyAssigneeGroup_ 
Modify_CALL GUIDE

Work Order Status Pending

Notifies the Requested For (Customer) user when the work order moves to the Pending state.

SMARTIT-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.

SMARTIT-WOI-WOI-Status Updated

WOI:WOI:NTNotify AssigneeGroup_ onStatusChanged

 

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