Configuring notifications

BMC Service Request Management generates notifications when a service request or a work order transitions through different stages of its lifecycle. Based on their group or role, users might receive notifications in various stages of the requests.

By default, users who trigger actions do not receive notifications of that action. For example, users logging into the system and assigning a work order to themselves are not notified. The system assumes users know that they performed the action and hence bypasses the notification.

Related topics

Managing-service-requests

Configuring notifications

Some notifications are not triggered by status transitions, but by separate actions. For example:

  • Signature notifications — Approvers receive a notification that they are chosen as approvers when the signature is created.
  • Group notifications — Group notifications are sent to the assigned group when the assigned group changes. 
  • Assignments — After a request is assigned, or if its assignment changes, this action triggers a notification to the assignee regardless of the status of the request.

Service Request Management also includes conditional notifications, which occur only if certain conditions are fulfilled. For example, group notifications are sent only if there is no assigned individual.

You can set notification options for each SRD. For a selected option, when a notification event occurs, notifications are sent to the Requested By user. Notifications are also sent to the user specified for that event, such as Requested For user for on behalf of requests, the assignee, or the approver. For example, Notify End User On Submit is selected. When Mandy (manager) submits a request for herself, she receives a notification that the request was submitted. When Mandy submits a request on behalf of Fred (user), both Mandy and Fred receive notifications. If a notification option is cleared, no notifications are sent for the related triggering event.

By default, all notification options are set in new SRDs, except Notify End User on Approval and Notify End User on Reject.

Notification events and options

The following tables describes Service Request Management notification events for service requests and Work Order notification events. These notification events are defined in the System Events and Message Catalog of the Notification Engine. For more information, seeSystem Events and Message Catalog for the Notification Engine in the BMC Helix ITSM documentation.

For a complete list of notification events in the BMC Helix ITSM, seeBMC Helix ITSM notification events in the BMC Helix ITSM documentation.

BMC Helix ITSM notification events

To configure notification options

  1. Search for the SRD, select it, and click View.
  2. Make sure the SRD is offline. You can define notifications only when the SRD is in New mode or taken offline.
  3. Click the Functions link in the left navigation pane, and click Manage Notifications.
  4. Select or clear events that trigger a notification.
  5. Click OK, and save the SRD.

 

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