Managing related-party email notifications for incidents

As an administrator, you can manage the related-party notifications for incidents. These automated email notifications inform related parties whenever a user with Incident permissions adds or removes the parties from an incident.

The email notification is active by default. You can keep it Inactive if you don’t need that notification. An email is sent to a related party in the following scenarios:

Email template scenario	Triggered
Related party grant access- Groups	When you grant access to groups as a related-party.
Related party grant access- User	When you grant access to a user as a related-party.
Related party revoke access- Groups	When you revoke access to groups as a related-party.
Related party revoke access- User	When you revoke access to a user as a related-party.

You can create a customized notification format by copying the out-of-the-box global notification templates.

Before you begin

(For group notifications only) Set the value of the 'Disable Group Notifications' setting to 'No' from Mid Tier ( Application Administration Console > Standard Configuration > View Support Group > Support Group > Group Notification Settings).

To enable email notifications for related parties

From the BMC Helix ITSM menu bar, click Settings.
Select Notification Configuration > Manage Templates.
From Notification Templates, click to open the required template for a user or a group.
From Edit Notification Template, under Event Options, from the Status list, select Active.
Click Save.
A Saved successfully message is displayed.

To disable email notifications for related parties

From the BMC Helix ITSM menu bar, click Settings.
Select Notification Configuration > Manage Templates.
From Notification Templates, click to open the required template for a user or a group.
From Edit Notification Template, under Event Options, from the Status list, select Inactive.
Click Save.
A Saved successfully message is displayed.

To create a copy of the notification template

From the BMC Helix ITSM menu bar, click Settings.
Select Notification Configuration > Manage Templates.
On the Notification Templates, select the template that you want to copy, and then click Copy Template
In Copy Template, select the company name from the list and enter the template name.
Click Create Copy to create a copy of the selected notification template.
The template is copied successfully message is displayed.

To delete the duplicate notification template

When you copy a global notification template, another notification template is created.

From the BMC Helix ITSM menu bar, click Settings.
Select Notification Configuration > Manage Templates.
From Notification Templates, select the copied template that you want to delete and click Delete.
On the warning message, click Yes to delete the record.

A Record(s) deleted successfully message is displayed.