Configuring default notification preferences

To globally modify system default settings

1. Open the NTE:CFG-Notification Events form and perform a global search for all records in the system.
2. To specify a default notification method for all users, select the appropriate value from the AR System Notification Mechanism menu (for example, Alert).
   If this value is left blank, the Default Notification Mechanism specified on the user's People record is used.
3. To turn off group notifications (that is, send a notification only when an individual assignee is specified), set the Group Notifications flag to No.
   This settings can be overridden individually by queue managers so that they are the only users to receive notifications when no individual assignee is specified.
4. Save your changes to the records.

To modify notification message text

The message text for predefined notifications is stored in the SYS:Notification Messages form. Each message is uniquely identified by the combination of Notification Message Tag and Locale.

1. Modify the content of the fields listed in the following table:

   Field	Description
   Email Subject Line	Contains the text included in the subject line of an email notification.
   Email Message Body	Contains the text included in the body of an email notification.
   Status	Controls whether notifications are sent: Offline: Notifications not sent. Enabled: Notifications are sent.

2. Use field variables in the notification message text fields by enclosing them in #.
   The message text is translated by workflows. Using field variables in notification messages other than the default text requires customization to create the corresponding translation workflow. 
3. Define other settings as needed (for example, Proposed).
4. Configure the notification text for different companies by creating a new record with the same Message tag and selecting the Company from the menu.

To configure support group notifications

By default, the system sends notifications to each member of a support group. When configuring the support group notifications, you can choose to configure the system to send notifications to a support group email distribution list, instead of to individuals within a group.

You can also disable group notifications.

The Notification Engine uses the same asynchronous process for both group and individual notifications.

Combining email addresses to create a single AR System Email Messages entry

You can also choose to configure the system to send notifications to a support group by combining email addresses to different groups, instead of to individuals within a group. 

If the CombineGroupEmailNotification CCS parameter is set to true in centralized configuration, the email notifications are sent in groups based on the locale and company specific outgoing mailboxes configured, instead of sending one email for each member in the group. If the company specific outgoing mailboxes are not configured, the email notifications are sent in groups based on the locale and the company of the recipients.

For example, let's say there are 10 members in a support group, out of which the preferences for 3 members are German locale, 3 members are French locale, and 4 members are English locale. German and French locale members have their outgoing mailboxes mapped to the Calbro company. For English locale, 2 members have their outgoing mailboxes mapped to the Calbro company and the remaining 2 members have their outgoing mailboxes mapped to the Petramco company. When the CombineGroupEmailNotification CCS parameter is set to true, the email notifications are combined and sent to four sets of people: one for the group of members belonging to German locale, one for French locale, one for English locale with their outgoing mailboxes mapped to the Calbro company, and one for English locale with their outgoing mailboxes mapped to the Petramco company. Only four emails are sent to these four different groups of members, instead of sending 50 emails, one email for each member.

To send the notifications individually instead of combining the email addresses to groups, set the configuration parameter value to false. For more information about the CCS parameter, see Setting-configuration-parameters-in-BMC-Helix-ITSM.

To map companies to outgoing mailboxes

Use the NTE:Config-EmailMailbox form to map companies to specific outgoing mailboxes. This enables you to send company-specific email notifications from workflows through these mailboxes.

1. Open the NTE:Config-EmailMailbox form.
   http://<midTierServer>:<port>/arsys/forms/<aRServer>/NTE%3AConfig-EmailMailbox/
2. Click New request.
   
3. Enter the following information in the fields:
   • Message Type—is set to Outgoing by default. 
   • Mailbox Name—Select the outgoing mailbox name that is configured in Email Mailbox Configuration form.
   • Company—Select the company name to which you want to map to the mailbox selected for Mailbox Name.
     All outgoing emails for this particular company use this outgoing mailbox.
   • Status—Select Enabled.
4. Click Save.

If you do not make these settings, AR System uses the default mailbox. For information on other configurations related to outgoing mailboxes, see Configuring outgoing mailboxes.