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

Setting up group notifications

Group notifications ensure that all members of a support group receive the same notifications. Group notifications are enabled by default. However, you can turn off the group notifications.

The default behavior of group notifications causes the system to send a notification to each individual in the support group one at a time. If a support group has 25 members or more, however, this behavior can degrade system performance. For support groups with 25 people or more, consider configuring group notifications to use a distribution list, which will improve notification performance.

Related topics

Support-groups

Configuring-support-groups

To add a distribution list

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, choose Foundation > Organizational Structures > Support Groups, and then click Open.
    The Support Group form appears.
    221_GroupNotifications.png
  3. On the Group Notification Settings tab, ensure that Disable Group Notifications is set to No.

  4. In the Group Email box, enter the individual email addresses of the support group members. Alternatively, if you have already defined a distribution list for the support group with your email server, you can enter the distribution list here. If necessary, you can also enter a combination of individual email addresses and distribution lists.

    If the status of a problem assigned to a Group changes to "Under Investigation", and all other assignment fields such as Problem Coordinator, Assigned Group, and Assignee, are NULL, the notifications are not sent to support group members mentioned in the Group Email. Email notifications are sent only to the support group members who have the Problem Coordinator functional role.

  5. Click Save.

If a distribution list is entered and the CombineGroupEmailNotification CCS parameter is set to true, the email is sent to the distribution list and not as combined emails. For more information, see Configuring-default-notification-preferences.

To turn off group notifications

  1. From the Application Settings list, choose Foundation > Organizational Structures > Support Groups, and then click Open.
  2. On the Group Notifications Settings tab, select Yes for Disable Group Notifications.
  3. Click Save.


 

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