System Events and Message Catalog for the Notification Engine
The System Events and Message Catalog contains all valid notification event definitions available in the notification subsystem.
NTE:SYS-Define NT Events form
Notification events are defined in the NTE:SYS-Define NT Events form and are specific to a BMC Helix ITSM module (Incident, Problem, Change, Request, Purchase Requisition, Asset, and so on). Notification events are primarily configured for internal support staff notifications that are sent according to the system default preferences, unless you have created your own entry for those events in the NTE:CFG-Notification Events form.
The following table describes the fields that are provided on the NTE:SYS-Define NT Events form.
Field | Description |
|---|---|
Module Name | Specifies the AR System module in which the notification message is used. |
Notification Event | Specifies the event that triggers the notification. |
Support Staff Event | Indicates whether the notification event is intended for customers or support staff. When the Support Staff Event field is set to Yes, a corresponding record in the NTE:CFG-Notification Events form must specify the default preferences for this notification event. |
Description | Provides a description of the notification event. |
Check boxes | Indicates which applications or components to which the notification event is applicable. Important: Because Problem Management is a process internal to the support organization, the Problem Management module has no customer notification events. |
Notification events are defined in the NTE:SYS-Define NT Events form and are specific to a BMC Helix ITSM module (Incident, Problem, Change, Request, Purchase Requisition, Asset). Notification events are primarily configured for internal support staff notification, which is indicated by the Yes flag in the Support Staff Event field.
When the Support Staff Event field is set to Yes, a corresponding record in the NTE:CFG-Notification Events form must specify the default preferences for this notification event
The notification is sent according to the system default preferences, unless you have created your own entry for this event in NTE:CFG-Notification Events.
You can also use notification events for email notifications to customers who might not have a login ID or access to the application. To use notification events this way, set the Support Staff Event field to No.
NTE:CFG-Notification Events form
The NTE:CFG-Notification Events form stores all system wide and user-specific preferences for predefined internal (support staff) notification events. Preferences defined here include the notification method (email or alert), business hour usage, holiday usage, and whether the message is a group or individual notification.
Additional application preferences are also available, such as including priority for Incident Management and Problem Management, or Timing for a Change type notification.
SYS:Notification Messages form
The SYS:Notification Messages form contains the notification text for each event. You can use this form to configure and customize notification messages. Fields that are marked with an asterisk (*) have an unlabeled menu adjacent to them. These menus provide text variables that can be inserted in the fields; for example, #Incident Number#. The standard filter workflow detects the variable and replaces it with the actual incident ticket number.
Field | Description |
|---|---|
Support Staff Event | Indicates whether the notification message is intended for customers or support staff. |
Email Template Name* | Used in the Email Based Approval feature, specifies the primary template that is used to send approval notifications by email. |
Fallback Template Name* | Used in the Email Based Approval feature, specifies the secondary template that is used to send approval notifications by email, if the primary template is unavailable. |