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Alerts

This topic describes alerts and under what conditions alerts are sent from the BMC Remedy ITSM - Mobility server to the BMC Remedy ITSM - Mobility Incident Management application.

A message is defined as information that is sent from the BMC Remedy AR System server to the BMC Remedy ITSM - Mobility server.

An alert is defined as information that is sent from the BMC Remedy ITSM - Mobility server to the Incident Management mobile application. Alerts are sent from the BMC Remedy ITSM - Mobility server only when application data changes.

When alerts are triggered on the BMC Remedy ITSM - Mobility server, a notification pop-up window, a sound, or a vibration occurs on the mobile device. Notifications are shown for all alerts to the mobile client.

How messages and alerts are triggered

Messages and alerts are triggered based on changes to three different sets of data.

BMC Remedy AR System metadata

This data is stored on the AR System server; for example, mobilized forms, fields, and views.

  1. Messages are sent from the AR System server to the BMC Remedy ITSM - Mobility server.
  2. The next sync from the Incident Management mobile application uses the new metadata.

Application data

This data is stored on the AR System server from application forms.

  1. With version 7.6.05, all messages are sent from the AR System server to the BMC Remedy ITSM - Mobility server.
  2. The BMC Remedy ITSM - Mobility server checks each message from the AR System server to see if a given mobile user "needs" to see this ticket. "Need" is defined by the logon name that is in the assignee field, assignee group, or previous assignee.
  3. If the mobile user needs to see the ticket, an alert is sent to their device.
  4. All such alerts result in notifications to the user.

Localized resources

This data is stored on the AR System server. This is triggered on:

  • AR System based messages
    • No message or alert — picked up at time of next error.
  • Filter-based messages
    • No message or alert — picked up at time of next error.
  • Field labels
    1. Messages are sent from the AR System server to the BMC Remedy ITSM - Mobility server.
    2. The BMC Remedy ITSM - Mobility server picks up the next sync fill form from the Incident Management mobile application.
  • Enumeration aliases
    1. Messages are sent from the AR System server to the BMC Remedy ITSM - Mobility server.
    2. The BMC Remedy ITSM - Mobility server picks up the next sync fill form from the Incident Management mobile application.

How alerts are displayed

The following figure shows how alert messages are displayed on your mobile device indicating that an incident has changed:

alerts.PNG

 

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