BMC Remedy IT Service Management 7 6 00 - Notification Engine Guide

BMC Remedy IT Service Management 7.6.
00
Notification Engine Guide
October 2009
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Contents
Chapter 1
BMC Remedy ITSM Notification Engine
Notification Engine overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Notification Engine architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Major components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
System Events and Message Catalog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
NTE:SYS-Define NT Events form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
NTE:CFG-Notification Events form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
SYS:Notification Messages form . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Notification system process control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Notification interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Notification audit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Invoking the notification subsystem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Notification transaction process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Notification workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Additional notification forms. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Configuring notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Globally modifying system default settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Modifying notification message text . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Configuring support group notifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Configuring Notification Engine escalation pools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Extending the Notification Engine escalation pools . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Multithreading filter workflow for
NTE:NPC:SetNonGroupEscalationPool_010_Set`! . . . . . . . . . . . . . . . . . . . . . . . 23
Multithreading filter workflow for NTE:NPC:SetGroupEscalationPool_010_Set`!.
23
Setting up escalation workflow to process the multithreaded individual and
group notifications records . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Disabling notifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Disabling customer notifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Disabling support staff notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Additional configuration options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Appendix A
BMC Remedy ITSM notification events
29
BMC Remedy Incident Management notification events . . . . . . . . . . . . . . . . . . . . . . .

BMC Remedy Problem Management notification events . . . . . . . . . . . . . . . . . . . . . . .
BMC Remedy Change Management notification events . . . . . . . . . . . . . . . . . . . . . . . .
Release Management notification events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Contents
30
32
34
41
5
Activity module notification events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Task Management System notification events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
BMC Remedy Asset Management notification events . . . . . . . . . . . . . . . . . . . . . . . . . . 42
License Management notification events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Global notification events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Chapter
BMC Remedy ITSM

Notification Engine
This chapter helps you understand the BMC Remedy IT Service Request
Management (BMC Remedy ITSM) 7.6.00 Notification Engine.
The following topics are provided:
Notification Engine overview (page 8)

Notification Engine architecture (page 9)
System Events and Message Catalog (page 10)
Notification system process control (page 12)
Notification interface (page 13)
Notification audit (page 14)
Invoking the notification subsystem (page 14)
Notification transaction process (page 15)
Notification workflow (page 17)
Additional notification forms (page 18)
Configuring notifications (page 18)
Configuring Notification Engine escalation pools (page 20)
Extending the Notification Engine escalation pools (page 21)
Disabling notifications (page 26)
Additional configuration options (page 27)
Chapter 1 BMC Remedy ITSM Notification Engine
BMC Remedy IT Service Management 7.6.00
Notification Engine overview

This guide describes the major components and process flow of BMC Remedy IT
Service Management (BMC Remedy ITSM) 7.6.00 Notification Engine. By
understanding how all of the pieces work together, you can intelligently change
the default configuration or make any necessary customizations to meet your
organization's needs.
NOTE
This guide is an addendum to the BMC Remedy IT Service Request Management
7.6.00 Configuration Guide.
To improve performance and scalability, the 7.6.00 version of the Notification
Engine improves group notification processing and processes all notifications
asynchronously.
The Notification Engine provides a back-end workflow model for defining which
notifications should be sent, based on events in the application.
To configure notifications, the primary option provided with the BMC Remedy
ITSM 7.6.00 Suite is exposed on the People form for support staff. Additional
behind-the-scenes configuration is available through back-end forms, but you
must understand how all of the pieces fit together before attempting these types of
changes.
The Notification Engine provides the following primary functions:
Determines notification recipients (group or individual).
Specifies the notification text.
Initiates the notification delivery (BMC Remedy Alert, email, or pager).
Logs the notification details.
Notification Engine architecture
Notification Engine architecture

The BMC Remedy ITSM notification subsystem is available to all BMC Remedy
ITSM applications and is connected to the BMC Remedy Action Request System
(AR System) Email Engine.
Figure 1-1: Notification Engine architecture
Major components
The following major components make up the notification subsystem architecture:
System Events and Message CatalogDefines notification events and

notification text.
System process controlProcesses each notification event received from

various BMC Remedy ITSM modules.
Notification interfaceSends the formatted notification (alert, email, pager).
Notification auditAudits each notification that is visible from the BMC

Remedy ITSM modules.
Configuration settings and user preferencesManages system default

notifications and user notification preferences.
Chapter 1 BMC Remedy ITSM Notification Engine
System Events and Message Catalog

The System Events and Message Catalog contains all valid notification event
definitions available in the notification subsystem. The following primary forms
make up this catalog:
NTE:SYS-Define NT Events
NTE:CFG-Notification Events
SYS:Notification Messages
NTE:SYS-Define NT Events form

Notification events are defined in the NTE:SYS-Define NT Events form and are
specific to a BMC Remedy ITSM module (Incident, Problem, Change, Request,
Purchase Requisition, Asset, and so on). Notification events are primarily
configured for internal support staff notification, which is indicated by the Yes flag
in the Support Staff Event field.
When the Support Staff Event field is set to Yes, a corresponding record in the
NTE:CFG-Notification Events form must specify the default preferences for
this notification event.

The notification is sent according to the system default preferences, unless you
have created your own entry for this event in NTE:CFG-Notification Events.
NOTE
User-defined events take precedence over system-defined events.
You can also use notification events for email notifications to customers who might
not have a login ID or access to the application. To use notification events this way,
set the Support Staff Event field to No.
WARNING
Remember that all customer notifications are sent by email. You cannot change this
setting without customization to the Notification Engine settings. If you install
patches or later versions of the BMC Remedy IT Service Management, back up
your work so that it is not overwritten by the installer. This warning applies to all
customizations that you make to the Notification Engine.
NOTE
Because Problem Management is a process internal to the support organization,
the Problem Management module has no customer notification events.
10
System Events and Message Catalog
NTE:CFG-Notification Events form

The NTE:CFG-Notification Events form stores all system-wide and userspecific preferences for predefined internal (support staff) notification events.
Preferences defined here include the notification method (email or alert), whether
a pager notification is sent, business hour usage, holiday usage, and whether the
message is a group or individual notification.
Additional application preferences are also available, such as including priority for
Incident Management and Problem Management, or Timing for a Change type
notification.
SYS:Notification Messages form

The SYS:Notification Messages form contains the notification text for each
event. The combination of Notification Message Tag, Locale, and Company fields
must be unique. The notification workflow uses the Notification Message Tag to
identify the specific message to be sent. You can associate each notification event
with several notification messages for different companies and locales.
The Email Message Body field contains literal text as well as substitution
parametersfor example, #Incident Number#. Standard filter workflow searches
for the substitution parameter and replaces it with the actual incident ticket
number.
This form also displays the Support Staff Event flag to indicate whether the
notification message is intended for customers or support staff. However, the
notification workflow does not use this setting to determine the notification
preferences to use when sending the notification. The actual filters supporting the
notification determine whether the notification preferences are hard-coded (for
example, always using email as the notification method, as with customer
notifications) or retrieved from the NTE:CFG-Notification Events form (for
example, use the system default or user-defined notification method specified for
the recipient, as with support staff notifications).
You can modify notification text, so you can change the standard messages
provided with the application or define different messages for specific companies.
NOTE
Do not modify the Mapping section of the notification message. The notification
system uses these mappings to identify what message to send, how to send the
message, and when it should send it. Your changes can break the workflow.
However, you can create a new notification message in this form, but workflow to
support the message must exist. Modifying the content of existing messages
involves configuration, but creating new messages (to be sent under conditions not
already defined by existing workflow) requires customization.
Chapter 1
11
In the message text fields, you can include field contents from the Source record
(such as HPD:Help Desk). Fields that are filled by selection from drop-down
menus are displayed in the message text enclosed in #. Notification workflow
translates these field variables into the actual field contents before sending the
notification message. Adding new fields not already in the drop-down menus
requires customization.
Notification system process control

The NTE:SYS-Process Control interface form receives notification event
requests from BMC Remedy ITSM. The NTE:SYS-Process Control interface form
processes all notification events, as shown in Figure 1-2.
Figure 1-2: Notification events processes
NOTE
The NTE:SYS-Process Control form is the center of the Notification Engine; it is
what initiates a notification.
During an initial submission or update of a record in one of the BMC Remedy IT
modules, workflow creates a record in the NT:SYS-NT Process Control form.
This record is processed by the escalations listed in Table 1-1.
Table 1-1: NT:SYS-NT Process Control escalations
12
Escalation
Description
SYS:NPC:ProcessHeldNotifications
Processes notifications that are held

due to business hours and holiday
processing.
SYS:NPC:TriggerGroupNotifications
Processes group notifications.
SYS:NPC:TriggerNonGroupNotifications
Processes individual notifications.
Notification interface
When a new record is created in the NTE:SYS-NT Process Control form, filters
perform these tasks:
Verify the notification message exists in the SYS:Notification Messages form

and that the message record is enabled.
Retrieve data from the source form (if the notification was sent from an
association form).
Check business hours, business holidays, and notification preferences for

support staff notifications.
Process on-call group notifications when the On-Call Group Flag is enabled.
Process group notifications by searching the Group membership table for group
notifications.
Process individual notifications that are coming from the group notifications
processing above or that came in directly from an event.
Process messages by running translation workflow (that is, workflow that

replaces tokens within the message text).
If the notification is successfully processed, the NT:SYS-NT Process Control

record is deleted.
Notification interface
The NTE:Notifier form processes the formatted notification text and, based on
notification method, sends an alert, email, or page.
The NTE:Notifier form has workflow that performs a Run Process command to
send a page, create an email record in the AR System Email Messages form, or
create an alert in the Alert Events form. This form has workflow that is triggered
on Window Open to redirect the user to the appropriate record (for example,
incident, problem, change, and so on). For debugging purposes, you might need to
disable this workflow to make sure that the notification record is correct.
The NTE:NTS:DefaultMethod_200_NT filter executes when no method is specified
for the notification, and it uses the notification recipient's default notification
method.
If email is the notification method, the email message includes ARTask and URL
shortcuts to the record. The NTE:NTS:Email_200_SystemNT filter executes when
Email is the default method specified for the notification. To remove the ARTask
and URL, clear the check boxes in this filter.
External email notifications (sent by the NTE:NTS:Email_200_Customer-NT filter)
and email messages sent manually through the BMC Remedy ITSM 7.x Email
System (sent by the NTE:NTS:Email_200_Manual-NT filter) do not include
shortcuts.
There is a separate filter to process each notification method.
The NTE:Notifier record is deleted after the alert, email, or page is sent, and an
audit record is created.
Chapter 1
13
Notification audit
The NTE:Notifier Log form contains every notification (alert, email, and pager)
sent from the subsystem. Notification records are written to the log every time the
system sends a notification. These entries appear in the application audit logs.
NOTE
Manually archive or delete entries periodically.
NOTE
The Notification Text and Email Message Body fields were unlimited in length.
These fields are now limited to 3,964 bytes due to performance with Oracle
databases. The notification messages are still unlimited in length, but the audit log
truncates the values of these fields. If you are upgrading from 7.0.x, these records
will be truncated.
So if you need to retain the entire message, we recommend retaining these
messages on your email server.
Invoking the notification subsystem

Filters are triggered on certain application events. Filters populate data on the
source forms and then push data from the source forms to the NTE:SYS-NT
Process Control form for processing. One or more notification filters can trigger
a notification event. The contents of the Notification Message Tag field are passed
to the NTE:SYS-NT Process Control form, so it must be unique and must
correspond to a notification message in the SYS:Notification Messages form.
The notification filters perform the following actions:
Populate data on the source forms.
Push data from the source forms to the NTE:SYS-NT Process control form for
processing.
Set the Notification Message Tag and temp fields, and then create a record in the
NTE:SYS-NT Process Control form.
The Notification Message Tag is the unique identifier for each notification event
and message. After the Notification Process Control record is created, the
notification fields on the source form are cleared.
14
Notification transaction process
Notification transaction process

A notification transaction uses the major components of the 7.6.00 Notification
Engine, as shown in Figure 1-3.
Figure 1-3: Interaction of the major components in the 7.6.00 Notification Engine
Escalations
2
Notify Source
Form
1
Group and individual notifications are triggered

asynchronously, using Escalation Pools
Send Group ID or Login ID +

Notification Message + Ticket Info
2
Escalation
Notifications marked for
business hours
are processed
NTE :CFGNotification
Events
CTM :People
Main Form
Get Messages Data

if Data Flag = Yes
NTE :SYS -NT Process Control

For both Group and Individual notifications, Get Notification Availability,
User Locale Preferences, Notification Preferences,
and On-Call Group Notification (Paging)
SYS :Notification
Messages
Get Notification Message by Tag and Locale
NTE :Notifier
NTE :CFG-Pager
Service Config
All notifications are

sent from this form
4
Configuration form provides pager settings

and information for filter processing.
NTE :Notifier
Log
All notifications are

written to this form
Step 1 The NTE:SYS-NT Process Control form is the center of the Notification Engine.
All notifications are pushed to this form first. Depending on which parameters are
included, it determines whether the notification is a group notification or an
individual notification. Calling applications pass this information to the NTE:SYSNT Process Control form. This information includes details such as the
application, the recipient of the notification, and information about the parent
record.
Step 2 Escalations are run to process the pending notification events.
The application uses out-of-the-box escalation pools 1, 2, and 3 to enable

multithreading processing for the records contained in the NTE:SYS-NT Process
Control form.
Chapter 1
15
NOTE
Escalation pools are enabled through the AR System Administration Console.
BMC Remedy IT Service Management does not set the pooling automatically, so
the AR System Administrator must configure the escalation pools before running
the notification process. If you do not properly configure the escalation pools, all
escalation workflow runs within escalation pool 1.
A single record created in the NTE:SYS-NT Process Control form is used for both
group and individual notifications. All group and individual notifications are
processed asynchronously.
SYS:NPC:TriggerGroupNotifications runs every minute against the

NTE:SYS-NT Process Control form for group notifications. This escalation
runs within escalation pool 3.
SYS:NPC:TriggerNonGroupNotifications runs every minute against the

NTE:SYS-NT Process Control form for individual notifications. This
escalation runs within escalation pool 2.
SYS:NPC:ProcessHeldNotifications runs every 11 minutes to process
records held for business hours. This escalation runs within escalation pool 1.
Step 3 Individual processing gets the user's notification preferences, ticket information,
and message from the Notification Messages catalog. Group processing expands
the group list to individuals, and then runs the individual process.
Step 4 The NTE:Notifier sends the notification using the appropriate method (email,
pager, or alert). If the notification is through email, NTE:Notifier workflow
creates a record in the AR System Email Messages form, which is processed by
the BMC Remedy Email Engine.
16
Notification workflow
Notification workflow
When a notification event is triggered by an application event, workflow performs
a series of checkpoints to determine whether the notification actually gets sent, as
shown in Figure 1-4. First, it looks at a person's notification preferences in the
CTM:People form to see whether the specific notification has been enabled or
disabled. If it has been disabled, the notification is not sent.
Figure 1-4: Notification process flow
Notification
Availability
CTM:People
NO
YES
NTE:Notification
Events
User &
Enabled
NO
System &
Enabled
YES
YES
Use notification
criteria from USER
record
Use notification
criteria from
SYSTEM
DEFAULT record
NO
Notification
suppressed
NO
Notification
Issuance
SYS:Notification
Messages
Company &
Enabled
NO
Global &
Enabled
YES
YES
Use COMPANY
specific
notification
message
Use GLOBALLY
defined
notification
message
Next, if the notification has not been disabled for that user, the Notification Engine
then checks to see whether User or System Default events are enabled for the user.
User events have precedence over System Default. If a user event for that specific
notification event does not exist (or it has been disabled), workflow looks for the
System Default event. If a user event exists and is enabled, workflow looks at the
specific user notification criteria.
Finally, application events trigger notifications to be sent to groups or specific
individuals. Various notification events are installed with the applications in the
NTE:CFG Notification Events form. Messages are stored in the
SYS:Notification Messages form.
Chapter 1
17
Additional notification forms

In addition to the primary notification forms, the Notification Engine has the
supporting forms listed in Table 1-2.
Table 1-2: Supporting notification forms
Form
Description
NTE:Manual
Notification
This display-only form is accessed from Incident or

Problem forms and enables users to send ad-hoc email
notifications. Entries are automatically deleted after they
are processed.
Note: This form is not used in 7.0.x. It is deprecated in the
7.6.00 release.
NTE:CFG-Country Code
Option
This form is accessible from the Application Administration

Console (Custom Configuration > Foundation >
Notification Engine > Country Code Option). It stores
country codes related to area codes for pager notifications.
NTE:CFG-Numeric
Pager Prefix

Notification Engine > Numeric Pager Prefix). It stores
numeric identifiers related to application forms that are
used to prefix messages sent to numeric pagers.
NTE:CFG-Pager
Service Config

Notification Engine > Pager Service). It stores pager
services information that can be used by BMC Remedy
ITSM. You must configure pager services before you can
select this as a notification method in the CTM:People
configuration form.
NTE:CFG-NT Events
NonSupport
This form is from previous versions of BMC Remedy for IT

Service Providers (ITSP) and is not used in BMC Remedy
ITSM 7.x.
Configuring notifications
Individual Notification preferences are configured on the CTM:People form for
each support person. Notification preferences vary by application or module, such
as BMC Remedy Asset Management and BMC Remedy Change Management, and
by event, such as asset scheduled maintenance. Default notification preferences
are predefined for each module and event. If the default setting does not meet your
needs, you can turn off a notification by setting Notification Availability to No.
You can set the notification language for each notification message.
NOTE
User notification preferences override system notification preferences.
18
Configuring notifications
Globally modifying system default settings

You can globally modify the system default settings by retrieving the record for the
Notification Event (for example, User) or the Notification Event Type of System
Default in the NTE:CFG-Notification Events form.
X 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 Remedy Notification Mechanism menu (for example, Alert). If this value
is left blank, the Default Notification Mechanism specified on the users 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.
Modifying 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.
You can modify the content of the fields listed in Table 1-3:
Table 1-3: Notification message text fields
Field
Description
Pager Message Alpha
Contains the text sent to an alphanumeric pager.
Notification Text
Contains the text sent to BMC Remedy Alert.
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.
Define other settings as needed (for example, Proposed).
You can used field variables in the notification message text fields by enclosing
them in # . They are translated by workflow. Using field variables in notification
messages other than the default text requires customization to create the
corresponding translation workflow.
You can configure the notification text for different companies by creating a new
record and selecting the Company from the menu.
Chapter 1
19
NOTE
You should not modify the fields within the Mapping section of this form. The
notification system uses these mappings to identify what message to send, how to
send the message, and when it should send it. Your changes can break the
workflow.
Configuring support group notifications

You can configure the system to send notifications to a support group email list,
instead of just to individuals within a group. Also, you can disable group
notifications by their support group.
Figure 1-5: Configuring support group notifications
The Notification Engine uses the same asynchronous process for both group and
individual notifications.
NOTE
For performance reasons, BMC recommends that you use the Group Email feature
if the support group has 25 or more members. For more information about
configuring support groups, see the BMC Remedy IT Service Management 7.6.00
Configuration Guide.
Configuring Notification Engine escalation

pools
To use escalation pools, configure the Escalation Max Threads count from the
default value of 1 to 3 to take advantage of the optimized out-of-the-box
Notification Engine escalation pooling.
20
Extending the Notification Engine escalation pools
X To configure Notification Engine escalation pools

1 From a browser or BMC Remedy User, open the AR System Administration
Console.
2 Click System > General > Server Information.
3 Click the Ports and Queues tab.
Figure 1-6: Configuring escalation pools
4 Click in the Max Threads cell, and then specify the number of escalation pools (for
example, 3).
You can change the value to a maximum of 6.
5 Click OK.
Extending the Notification Engine escalation

pools
The out-of-the-box Notification Engine uses three escalations (each within its own
escalation pool) to process the notification data within the NTE:SYS-Process
Control form. Escalation pool 2 processes individual notifications and escalation
pool 3 processes group notifications.
Chapter 1
21
The Notification Engine subsystem enables you to increase the number of

escalation pools for processing individual and group notifications.
Figure 1-7: Enabling multiple escalation pools to process individual and group
notifications
You can extend the escalation pools by using the round-robin algorithm that is in
the following two filters:
NTE:NPC:SetNonGroupEscalationPool_010_Set`!
NTE:NPC:SetGroupEscalationPool_010_Set`!
These filters are disabled by default, but you can enable and customize them to
define additional escalation pools.
NOTE
Enabling these filters is a customization of the Notification Engine subsystem. If
you install patches or later versions of BMC Remedy IT Service Management, back
up your work so that it is not overwritten by the installer.
To have two escalation pools to process individual notifications and three more
escalation pools to process Group notifications, you must edit the filters. The
following sections describe the workflow within these filters.
22

NTE:NPC:SetNonGroupEscalationPool_010_Set`!
To enable the proper sequence of the pools in the range between the Escalation
Pool Start Range and Escalation Pool End Range values, the Escalation Pool
Number field in the NTE:SYS-NT Process Control form is set by performing a
modulo operation on the entry ID. The Escalation Pool Number value is then used
as part of the qualification of the escalation, so that a particular escalation
processes only notification records that match the Escalation Pool Number value.
The modulo operation in the filter workflow finds the remainder of a (the
dividend) by n (the divisor). The operation is represented as a%n.
a
= the z1D Integer01 field, which is a sequential number ($LASTID$).
= the z1D_GROUPMOD field, which is set by subtracting the Escalation Pool

End Range from the Escalation Pool Start Range and adding 1.
As a result, the Escalation Pool Number = a%n + Escalation Pool Start Range.
Incrementing a by 1 for every new Notification Process Control record makes sure
that the Escalation Pool Number value follows a round-robin approach that starts
at the Escalation Pool Start Range value and ends with the Escalation Pool End
Range value. For example, if you set the non-group (individual) escalations to run
in escalation pools 2 and 3, the Escalation Pool Start Range is 2 and the Escalation
Pool End Range is 3. The Escalation Pool Number value for each Notification
Process Control record sequences between 2 and 3.
The NTE:NPC:SetNonGroupEscalationPool_010_Set`! filter uses the workflow
actions listed in Table 1-4:
Table 1-4: Workflow in NTE:NPC:SetNonGroupEscalationPool_010_Set`! filter
Action
Description
Push Fields
Creates the record in which to store the entry ID that is used to

calculate the Escalation Pool Number value. The $LASTID$ function
is used to get the entry ID number.
Set Fields
Set Fields
z1D_NONGROUPMOD = (Escalation Pool End Range Escalation Pool Start Range) + 1

z1D Integer01= $LASTID$
EscalationPoolNumber = ($z1D Integer01$ %

$z1D_NONGROUPMOD$) + Escalation Pool Start Range

NTE:NPC:SetGroupEscalationPool_010_Set`!
The NTE:NPC:SetGroupEscalationPool_010_Set`! filter works much like the
NTE:NPC:SetNonGroupEscalationPool_010_Set`! filter, except that group
escalation pools run in a round-robin fashion between escalation pool 4 and
escalation pool 6.
Chapter 1
23
For example, if you set the group escalations to run in escalation pools 4 and 6, the
Escalation Pool Start Range value is 4 and the Escalation Pool End Range value is
6. The Escalation Pool Number value for each Notification Process Control record
sequences between 4 and 6.
The NTE:NPC:SetGroupEscalationPool_010_Set`! filter uses the workflow
actions listed in Table 1-5:
Table 1-5: Workflow in NTE:NPC:SetGroupEscalationPool_010_Set`! filter
Action
Description
Push Fields
Creates record to get entry ID that is used to calculate the Escalation

Pool Number. The $LASTID$ function is used to get the entry ID
number.
Set Fields
Set Fields
z1D_GROUPMOD = (Escalation Pool End Range Escalation Pool Start Range) + 1

z1D Integer01= $LASTID$
EscalationPoolNumber = ($z1D Integer01$ %

$z1D_GROUPMOD$) + Escalation Pool Start Range
Setting up escalation workflow to process the multithreaded

individual and group notifications records
In addition to the filters, BMC Remedy IT Service Management provides escalation
workflow objects that you can enable for individual (non-group) and group
notifications. These escalations serve as examples when enabling the
multithreading filter workflow.
The following escalations process individual (non-group) notifications.
SYS:NPC:TriggerNonGroupNotificationsPool2
The following escalations process group notifications.
SYS:NPC:TriggerGroupNotificationsPool2
To continue the example of setting up two escalation pools to process individual

notification records and three escalation pools to process group notification
records, you must perform the following procedure to enable the escalation
workflow.
24
X To set up escalation workflow to process the multithreaded individual and

group notification records
1 Log in to your server with BMC Remedy Developer Studio.
2 Disable the following escalations:
SYS:NPC:TriggerNonGroupNotifications
SYS:NPC:TriggerGroupNotifications
3 Enable the following escalations (as shown in Figure 1-8).
Figure 1-8: Enabling escalation in BMC Remedy Developer Studio
Figure 1-8 shows that the SYS:NPC:TriggerNonGroupNotificationsPool2

escalation processes only individual notification records in which the
EscalationPoolNumber is set to 2. In turn, the
SYS:NPC:TriggerNonGroupNotificationsPool3 escalation processes
individual notification records in which the EscalationPoolNumber is set to 3,
and so on.
Chapter 1
25
The filter workflow in this example sets EscalationPoolNumber to 2, to 3, and

then back to 2, and so on, in a round-robin fashion when individual notification
records are created in the NTE:SYS-NT Process Control form. In the same way,
the filter workflow sets the EscalationPoolNumber to 4, to 5, to 6, and then back
to 4, and so on, when group notification records are created.
As a result, for every unique EscalationPoolNumber that is generated, you must
run the escalation workflow to process the notification records. BMC recommends
that you match the Escalation Pool Number within the escalation workflow to
the EscalationPoolNumber value in the records to simplify keeping track of the
escalation pools.
Disabling notifications
Because workflow for customer notifications differs from support notifications,
the procedure for disabling differs between the two.
Disabling customer notifications

When disabling customer notification events in the NTE:SYS-Define NT Events
form, you do not need to disable the corresponding messages in the
SYS:Notification Messages form. This is because each customer notification
includes the following filters:
The first filter checks whether the notification event is enabled.
If the first filter found the enabled notification event, the second filter starts the
notification process. Otherwise, it does nothing.
However, if you disable the associated messages in the SYS:Notification

Messages form, notification messages that are not being sent are easier to identify
because administrators have to look at only a single form.
Disabling support staff notifications

You can disable support staff notifications in the SYS:Notification Messages
form. There is no workflow associated with any status other than Enabled for all
configuration data. Any record with the Status not set to Enabled is considered to
be disabled, from a workflow perspective. You must decide how you want to use
the provided status values and how you maintain the configuration data.
26
Additional configuration options
Table 1-6 describes the recommended guidelines.

Table 1-6: Guidelines for disabled support staff notifications
Status
Description
Proposed
Data is part of a planned change to the configuration data but is not

yet in use in the current environment. For example, a notification
message has been entered and is awaiting approval before you
enable it.
Enabled
Data is used in the current environment. For example, a

notification message is sent.
Offline
Data is not being used. For example, a notification message is not

enabled.
Additional configuration options

The following additional configuration options for Change Management and
Asset Management notifications are available from the Application
Administration Console.
The Change Management Rules form (Custom Configuration > Change

Management > Advanced Options > Rules) lets you configure the rules in which
a Change Manager and Change Assignee are notified, based on Change status.
NOTE
Out-of-the-box notifications to the Change Manager and Change Assignee are
configured only for the following change states: Request for Change, Planning In
Progress, Scheduled for Approval, Canceled, Rejected, and Completed.
The Asset Management Rules form (Custom Configuration > Asset

Management > Advanced Options > Rules) lets you configure CI notifications
so that when a CI's status is set to a particular value, the person who uses,
manages, or supports the CI is notified.
Chapter 1
27
28
Appendix
BMC Remedy ITSM

notification events
This appendix lists all the notification events used in BMC Remedy ITSM 7.6.00.
The following topics are provided:
BMC Remedy Incident Management notification events (page 30)

BMC Remedy Problem Management notification events (page 32)
BMC Remedy Change Management notification events (page 34)
Release Management notification events (page 41)
Activity module notification events (page 41)
Task Management System notification events (page 42)
BMC Remedy Asset Management notification events (page 42)
License Management notification events (page 44)
Global notification events (page 45)
Appendix A BMC Remedy ITSM notification events
29
BMC Remedy Incident Management

notification events
Table A-1: BMC Remedy Incident Management notification events
Event
Message tag
Assignment
HPD-INCHPD:INC:NTAssign Notifies the Assignee when the assignment

AssigneeAssignment ee_800_SetTag
changes and the Incident is not Resolved.
Assignment
HPD-INCGroupAssignment
HPD:INC:NTAsgGr
p_805_SetTag
Assignment
HPD-INCShiftGroupAssignm
ent
HPD:INC:NTAsgShi Notifies the Assigned Group Shift when the

ftGrp_810_SetTag
assignment changes and the Incident is not
Resolved.
Cancellation
HPD-INCHPD:INC:NTCustCa Notifies the customer when the status of the

CustomerCancellatio ncelled_857_SetTag Incident is changed to Cancelled.
nNT
Change
Associations
HPD-CRQHPD:HAS:NotifyIC
ChangeRequestStatu CompltNPC_100_Push
s
Known Error
Solution
HPD-PKEHPD:HAS:NotifyKn Notifies the Incident Assignee or the

PermanentSolutionD wnErrPermSoln_806 Assigned Group when the Resolution of an
_PNPC
associated Known Error is modified.
etermined
Known Error
Workaround
HPD:HAS:NotifyKn Notifies the Incident Assignee or the

HPD-PKETempWorkaroundD wnErrTempSoln_NP Assigned Group when the Workaround of an
associated Known Error is modified.
etermined
C_100_Push
OLA Resolution HPD-INCEscalated

AssigneeOLA
Resolution
Notification
Escalation
Filter
Description
Notifies the Assigned Group when the

assignment changes and the Incident is not
Resolved.
Notifies the Assigned Group when the status

of an associated Change Request is changed
to Completed.
HPD:INC:NTOLAA Notifies the Incident Assignee when the

ssignee_886_SetTag Incident is escalated for OLA resolution.
HPD:INC:NTOLAA Notifies the Incident Assigned Group when

OLA Resolution HPD-INCEscalated
GroupAssignmentO ssignGrp_885_SetTa the Incident is escalated for OLA resolution.
Notification
LAResolutionEscalat g
ion
Ownership
Assignment
HPD-INCOwnerAssignment
HPD:INC:NTOwner Notifies the Assigned Owner when

_800_SetTag
Ownership of the Incident has been set.
Ownership
Assignment
HPD-INCHPD:INC:NTOwner Notifies the Assigned Owner Group when

Ownership Group of the Incident has been
GroupOwnerAssign Grp_820_SetTag
ment
HPD:INC:NTOwner set.
Grp_821_SetTag
Note: Filter 821 runs on Submit and filter 820
runs on Modify.
Problem
Investigation
Associations
30
HPD-PBIIncidentInvestigatio
nAssociation
HPD:HAS:NotifyInc Notifies the Assignee or the Assigned Group

ident_NPC_100_Pus when the Incident is associated to a Problem
h
Investigation from the Problem Investigation
form.
BMC Remedy Incident Management notification events
Table A-1: BMC Remedy Incident Management notification events (Continued)

Event
Message tag
Problem
Investigation
Completion
HPD-PBIHPD:HAS:NTPBICo Notifies the Assignee or the Assigned Group

InvestigationComple mplt_NPC_100_Pus when an associated Problem Investigation is
ted
h
completed.
Requester
HPD-INCIncident Receipt CustomerReceipt
Confirmation
Confirmation
Filter
Description
HPD:INC:NTCustC
onfirm_851_SetTag
Notifies the Requester when an open Incident

is submitted.
Requester
Incident Reopened
HPD-INC-Customer HPD:INC:NTCustRe Notifies the Requester when an Incident that

ReOpenNT
Open_855_SetTag
was Resolved is changed to open status.
Requester
Incident
Resolution
HPD-INC-Customer HPD:INC:NTCustRe Notifies the Requester when an open Incident

ResolutionNT
s_853_SetTag
is Resolved or Closed.
Requester
Incident
Resolution
HPD-INCDirectContact
ResolutionNT
Resolution
HPD:INC:NTAssign Notifies the Assignee when the duplicate

HPD-INCIncident is Resolved by the original Incident.
AssigneeDuplicateR ee_845_DupResesolution
SetTag
Resolution
HPD:INC:NTAsgGr
HPD-INCGroupAssignedDupl p_846_DupResicateResolution
SetTag
Resolution
HPD-INCHPD:INC:NTOwner Notifies Incident Owner Group when the

GroupOwnerDuplic Grp_841_DupResduplicate Incident is Resolved by the original
ateResolution
SetTag
Incident
Resolution
HPD-INCHPD:INC:NTOwner Notifies Incident Owner Group when the

GroupOwnerResolut GrpRes_830_SetTag Incident has been resolved.
ion
Resolution
HPD-INCHPD:INC:NTOwner Notifies Incident Owner when the duplicate

OwnerDuplicateRes _840_DupResIncident is Resolved by the original Incident.
olution
SetTag
Resolution
HPD-INCOwnerResolution
SLA Resolution
Escalation
HPD:INC:NTSLAAs Notifies Incident assignee group when the

HPD-INCGroupAssignmentS signGrp_881_SetTag Incident has escalated for SLA resolution.
LAResolutionEscalat
ion
SLA Resolution
Escalation
HPD-INCHPD:INC:NTSLAAs Notifies Incident assignee when the Incident

AssigneeSLAResolut signee_884_SetTag
has escalated for SLA resolution.
ionEscalation
SLA Resolution
Escalation
HPD:INC:NTSVTM Notifies Incident Owner Group when the

HPD-INCSVTMgrGroupAssig grAssignGrp_888_Se Incident has been escalated for service target
nmentResolutionEsc tTag
resolution.
alation
HPD:INC:NTDirect
Contact
Res_853_SetTag
Notifies the Contact Person when an open

Incident is Resolved or Closed.
Notifies the Assignee Group when the

duplicate Incident is Resolved by the original
Incident.
HPD:INC:NTOwner Notifies Incident Owner when the Incident

Res_825_SetTag
has been resolved.
31
Table A-1: BMC Remedy Incident Management notification events (Continued)

Event
Message tag
Filter
Description
SLA Resolution
Escalation
HPD:INC:NTSVTM Notifies the Incident Manager of the Owner

HPD-INCSVTMgrOwnerGrou grOwnerGrp_890_Se Group when the Incident begins SLA
escalation.
pResolutionEscalatio tTag
n
SLA Resolution
Escalation
HPD-INCHPD:INC:NTSVTrO Notifies the Incident Owner when the

SVTOwnerResolutio wner_883_SetTag
Incident is escalated for resolution according
nEscalation
to the terms of the SLA.
SLA Resolution
Escalation
HPD-INCHPD:INC:NTSVTO Notifies the Incident Owner Group when the

SVTOwnerGroupRe wnerGrp_882_SetTa Incident is escalated for resolution according
solutionEscalation
g
to the terms of the SLA.
Unavailability
Restored
AST-HPDINT:ASTHPD:AAA: Notifies the Incident Assignee or Assigned

NotifyIncidentCIUA NotifyCIUARestore Group (if Assignee is blank) that the related
Restored
d_Incident_120_Sub CI Unavailability record has been restored
(that is, the outage has been resolved), when
mitNTE
a CI Unavailability record is set to Restored.
The Notification is sent only to Assignees of
Incidents that are related to the CI
Unavailability record.
Vendor
Assignment
HPD-INCVendorAssignment
NT
HPD:INC:NTVendo Notifies Vendor Support Group.

rAssignment_861_Se
tTag
BMC Remedy Problem Management

notification events
Table A-2: BMC Remedy Problem Management notification events
Event
Message tag
Filter
Unavailability
Restored
AST-PBINotifyInvestigationA
ssigneeCIUARestore
d
INT:ASTHPD:AAA: Notifies the Problem Investigation Assignee

NotifyCIUARestored that the related CI Unavailability has been
_Incident_120_Submi restored.
tNTE
Unavailability
Restored
AST-PBINotifyInvestigation
ManagerCIUARestor
ed
INT:ASTPBM:AAA: Notifies the Problem Investigation Problem

NotifyCIUARestored Manager that the related CI Unavailability
_Investigaton_120_S has been restored.
ubmitNTEManager
Solution
Assignment
PBM-KDBPBM:KDB:AssigneeG Notifies the Assigned Group that the

AssigneeGroupAssig rp_810_SetTag
Solution assignment information has
nment
changed and there is no individual assignee.
Solution
Assignment
PBM-KDBPBM:KDB:AssigneeI
AssigneeIndivAssign ndiv_810_SetTag
ment
32
Description
Notifies the Assignee that the Solution

assignment information has changed.
BMC Remedy Problem Management notification events
Table A-2: BMC Remedy Problem Management notification events (Continued)

Event
Message tag
Filter
Description
Problem
Assignment
PBM-PBIProblemGroupAssig
nment
PBM:PBI:AssgnGrp_ Notifies the Assigned Group that the

810_SetTag
Problem Investigation assignment
information has changed and there is no
individual assignee.
Problem
Assignment
PBM-PBIPBM:PBI:AssgnInd_8 Notifies the Assignee that the Problem

ProblemAssigneeAss 10_SetTag
Investigation assignment information has
ignment
changed.
Problem
Cancelled
PBM:PBI:Cancelled_
PBM-PBIProblemInvestigation 830_RequesterRequesterCancellatio SetTag
n
Notifies the Requester that the Problem

Investigation has been cancelled by the
Problem Manager.
Problem
Completed
PBM:PBI:Completed
PBM-PBIProblemInvestigation _820_PBMMgrGrpManagerGroupCom SetTag
pletion
Notifies the Problem Manager Group that

the Problem Investigation has been
completed and there is no individual
Problem Manager.
Problem
Completed
PBM-PBIPBM:PBI:Completed
ProblemInvestigation _820_PBMMgrManagerCompletion SetTag
Notifies the Problem Manager that the

Problem Investigation has been completed.
Problem
Completed
PBM:PBI:Completed
PBM-PBIProblemInvestigation _830_RequesterRequesterCompletio SetTag
n
Notifies the Requester that the Problem

Investigation has been completed.
Problem
Manager
Assignment
PBM-PBIPBM:PBI:PBMMgr_8 Notifies the Problem Manager that the

ProblemManagerAss 00_SetTag
Problem Manager assignment information
ignment
has changed.
Problem
Manager
Assignment
PBM-PBIPBM:PBI:PBMMgrGr Notifies the Problem Manager Group that

ProblemManagerGro p_800_SetTag
the Problem Manager assignment
upAssignment
Change
Completed
PBM-PASPBM:PAS:NTICCom Notifies the Problem Assignee that a change

AssigneeAssociatedC plt_803_Ass-PNPC
request related to the Problem Investigation
hangeCompletion
has been completed.
Change
Completed
PBM-PASPBM:PAS:NTICCom Notifies Problem Manager that an related to

ManagerAssociatedC plt_802_Mgr-PNPC
the Problem Investigation has been
hangeCompletion
completed.
Known Error
Assignment
PBM-PKEGroupAssignment
Known Error
Assignment
PBM-PKEPBM:PKE:AssgneeIn Notifies the Assignee that the Known Error

AssigneeAssignment dChg_802_SetTag
assignment information has changed.
PBM:PKE:AssgneeGr Notifies the Assigned Group that the

pChg_803_SetTag
Known Error assignment information has
changed and there is no individual assignee.
33
Table A-2: BMC Remedy Problem Management notification events (Continued)

Event
Message tag
Filter
Description
Known Error
Manager
Assignment
PBM-PKEPBM:PKE:PBMMgrC Notifies the Problem Manager that the

ProblemManagerAss hg_800_SetTag
Known Error Problem Manager assignment
ignment
information has changed.
Known Error
Manager
Assignment
PBM-PKEPBM:PKE:PBMMgrG Notifies the Problem Manager that the

ProblemManagerGro rpChg_801_SetTag
Known Error Problem Manager assignment
upAssignment
BMC Remedy Change Management

notification events
Table A-3: BMC Remedy Change Management notification events
Event
Message tag
Requester
Change
Cancellation
CHG:CRQ:NTCustC Notifies the customer that the change request

CHG-CRQancel_858_SetTag
is set to the Cancelled status.
CustomerCancellationNotifica
tion
Requester
Change
Cancellation
CHG-CRQRequesterNonSGCancellationNotifica
tion
Requester
Change
Cancellation
CHG:CRQ:StatusCa
CHG-CRQncelled_858_RqsterRequesterCancellationNotifica SetTag
tion
Requester
Completion
CHG:CRQ:NTCustC Notifies the customer that the change request

CHG-CRQompletion_855_SetT is set to the Completed status.
CustomerCompletionNotificat ag
ion
Requester
Change Receipt
Confirmation
CHG-CRQCHG:CRQ:NTCustC Notifies the customer that a change request

Customeronfirm_803_SetTag has been submitted.
ReceiptConfirmation
Requester
Change
Scheduled
CHG-CRQCustomerScheduledNotificati
on
CHG:CRQ:NTCustS Notifies customer that the change request is

cheduled_850_SetTa set to the Scheduled status.
g
Requester
Change Rescheduled
CHG-CRQRequesterNonSGRFCRescheduled
CHG:CRQ:StatusDra Notifies Requester that the change request

ftNonSupportGrpSet has been rescheduled.
Tag_110_Submit
Requester
Change Rescheduled
CHG-CRQRequesterRFCRescheduled
CHG:CRQ:StatusDra Notifies Requester that the change request

ftSetTag_100_Submit has been rescheduled.
34
Filter
Description
CHG:CRQ:StatusCa Notifies the requester that the change request

ncelled_858_Rqstern is set to the Cancelled status.
onSupportGrpSetTag
Notifies the Requester that the change
request is set to the Cancelled status.
BMC Remedy Change Management notification events
Table A-3: BMC Remedy Change Management notification events (Continued)

Event
Message tag
Filter
Description
Requester
Rejection
CHG-CRQCHG:CRQ:StatusDra Notifies Requester that the change request

RequesterNonSGftNonSupportGrpSet has been returned to the Draft status.
RFCReturnedtoDraft Tag_130_Submit
Requester
Rejection
CHG-CRQCHG:CRQ:StatusDra Notifies Requester that the change request

Requesterfthas been returned to the Draft status.
RFCReturnedtoDraft SetTag_120_Submit
Change
Assignee
Assignment
CHG-CRQAssigneeGroup&IndividualR
eassignment
Implementer
Assignment
CHG:CRQ:ChgImpl
CHG-CRQementerReassignSet
ImplementerGroup&IndividualR Tag_340_Submit
eassignment
Notifies change implementer that a change

has been reassigned to him.
Change
Manager
Assignment
CHG:CRQ:ChgMgr
CHG-CRQReassignSetTag_350
ManagerGroup&IndividualR _Submit
eassignment
Notifies change manager that a change has

been reassigned to him.
Change
Assignee
Planning
CHG-CRQAssigneeGroupPIPAcceptedGroup
Assignment
CHG:CRQ:StatusPIP Notifies change assignee group that the

AcceptedCAGrpSet change request is set to the Planning In
Tag_200_Submit
Progress status.
Change
Assignee Latent
Completion
CHG-CRQAssigneePIPAcceptedAssign
ment

AcceptedCASetTag_ change request is set to the Planning In
180_Submit
Progress status.
Change
Assignee Latent
Completion
CHG-CRQAssigneeLatentCompletionN
otification
CHG:CRQ:LatentCH Notifies change assignee that a change has

GCloseCASetTag_36 been completed as a latent change.
0_Submit
Change
Manager Latent
Completion
CHG-CRQManagerLatentCompletionN
otification
CHG:CRQ:LatentCH Notifies change manager that a change has

GCloseCMSetTag_3 been completed as a latent change.
70_Submit
Change
Manager Rescheduled
CHG:CRQ:ReSchRF Notifies change manager group of change

CHG-CRQCCABGrpSetTag_40 manager assignment for a rescheduled
ManagerGroupchange request.
RescheduledRFCGro 0_Submit
upAssignment
Change
Manager Rescheduled
CHG:CRQ:ReSchRF Notifies change manager of change manager

CHG-CRQCCABMgrSetTag_38 assignment for a rescheduled change request.
ManagerRescheduledRFCAss 0_Submit
ignment
Change
Assignee Rescheduled
CHG:CRQ:ReSchRF Notifies change assignee group of assignment

CHG-CRQCChgAssgnGrpSetT for a rescheduled change request.
AssigneeGroupRescheduledRFCGro ag_410_Submit
upAssignment
CHG:CRQ:ChgAssig Notifies change assignee that a change has

been reassigned to him.
neeReassignSetTag_330
_Submit
35

Event
Message tag
Filter
Description
Change
Assignee
Scheduled
CHG:CRQ:ReSchRF Notifies change assignee of assignment for a

CHG-CRQCChgAssgnSetTag_3 rescheduled change request.
AssigneeRescheduledRFCAss 90_Submit
ignment
Approval
CHG-CRQManagerApprovalRejected
CHG:CRQ:NotifyOn Notifies the assignee that the change has been

RejectApproval-CM rejected during an approval phase.
Approval
CHG-CRQManagerGroupApprovalRejected
CHG:CRQ:NotifyOn Notifies the assignee group that the change

RejectApprovalhas been rejected during an approval phase.
CMGrp
Change
Manager Next
Dependent
Change
CHG:CRQ:NotifySu CHG:CRQ:NotifySu Notifies the change supervisor that previous

pDepChgClos_795_ pDepChgClos_795_ dependent (with lower sequence number)
NO
NO
changes have been resolved.
Non-Approval
Information
CHG-NANInformationalNonA
pprovalNTForGrou
p
Note: This filter is disabled by default.
APR:NAN:NotifyGr Notifies non-approver group that the change

oup_820`!
request has completed an approval process
phase.
Note: This special filter is used with approvals
for performing notifications.

Non-Approval
Information
APR:NAN:NotifyIn Notifies non-approver (support individual)

CHG-NANInformationalNonA dividual_810_NotifT that the change request has completed an
approval process phase.
pprovalNTForIndivi ype`!
dual
Non-Approval
Information
APR:NAN:NotifyIn
CHG-NANInformationalNonA dividual_810`!
pprovalNTForIndivi
dual
Notifies non-approver (non-support

individual) that the change request has
completed an approval process phase.

Change
Assignee
Completion
CHG:CRQ:StatusCo Notification to change assignee group that

CHG-CRQmpleted_855_CA+C the change request is set to the Completed
Assigneestatus.
Group&IndividualC AGrp-SetTag
ompletionNotificatio
n
Change
Assignee
Completion
CHG-CRQAssigneeGroup&IndividualFi
nalReviewComplete
d
Change
Manager
Completion
HG-CRQ-Manager- CHG:CRQ:StatusCo Notification to change manager that the

Group&IndividualC mpleted_855_CM+C change request is set to the Completed status.
ompletionNotificatio MGrp-SetTag
n
36
CHG:CRQ:StatusCo
mpletedWReason_8
55_CA+CAGrpSetTag
Notification to change assignee that the

change request is set to the Completed status
and the change request status reason is Final
Review Complete.

Event
Message tag
Filter
Description
Change
Manager
Completion
CHG-CRQManagerGroup&IndividualFi
nalReviewComplete
d
CHG:CRQ:StatusCo
mpletedWReason_8
55_CM+CMGrpSetTag
Notification to change manager that the

change request is set to the Completed status
and the change request status reason is Final
Review Complete.
Requester
Completion
CHG-CRQRequesterNonSGChangeCompletion
Notification
CHG:CRQ:StatusCo Notification to Requester that the change

mpleted_855_Rqster request is set to the Completed status.
NonSupportGrpSetTag
Requester
Completion
CHG-CRQRequesterChangeCompletion
Notification
CHG:CRQ:StatusCo Notification to Requester that the change

mpleted_855_Rqster request is set to the Completed status.
-SetTag
Change
Manager
Predecessor
Completion
CHG-CRQCHG:CHA:NotifyID Notifies change manager of a predecessor

PredecessorStatusInf Complt_801_PNPC Change completion.
ormation
Change
Assignee Preplanning
CHG:CRQ:StatusRF Notifies change assignee group that the

CHG-CRQCCAGrpSetTag_150 change request is set to the Request for
AssigneeGroupChange status.
RFCGroupAssignme _Submit
nt
Note: You can configure this setting in the
change configuration rules.
Change
Assignee Preplanning
CHG-CRQAssigneeRFCAssignment
CHG:CRQ:StatusRF
CCASetTag_140_Su
bmit
Notifies change assignee that the change

request is set to the Request for Change
status.

Change
Manager Preplanning
CHG:CRQ:StatusRF
CHG-CRQC_815_CMGrpManagerGroupRFCGroupAssignme SetTag
nt
Notifies change manager group that the

change request is set to the Request for
Change status.

Change
Manager Preplanning
CHG-CRQManagerRFCAssignment
CHG:CRQ:StatusRF Notifies change manager that a change

CCMSetTag_160_Su request is set to the Request for Change
bmit
status.

Change
Manager
Planning
CHG-CRQManagerGroupPIPAcceptedGroup
Assignmen
CHG:CRQ:StatusPIP Notifies change manager group that the

AcceptedCMGrpSet change request is set to the Planning in
Tag_220_Submit
Progress status.
37

Event
Message tag
Filter
Description
Change
Manager
Planning
CHG-CRQManagerPIPAcceptedAssign
ment
CHG:CRQ:StatusPIP Notifies change manager that the change

AcceptedCMSetTag_ request is set to the Planning in Progress
190_Submit
stage.

Change
Assignee
Planning
CHG-CRQAssigneeGroupPIPAssignedGroup
Assignment

AssignedCAGrpSetT change request is set to the Planning in
ag_230_Submit
Progress status.

Change
Assignee
Assignment
CHG-CRQAssigneePIPAssignedAssign
ment
CHG:CRQ:StatusPIP Notifies change assignee that the change

Assigned_817_CA- request is set to the Planning in Progress
SetTag
status.

Implementer
Assignment
CHG:CRQ:StatusPIP Notifies change implementer group that the

CHG-CRQImplementerGroup- AssignedCImpGrpS change request is set to the Planning in
Progress status.
PIPAssignedGroup etTag_240_Submit
Assignment
Change
Manager
Assignment43
CHG-CRQManagerGroupPIPAssignedGroup
Assignment
CHG:CRQ:StatusPIP Notifies change manager group that the

AssignedCMGrpSet change request is set to the Planning in
Tag_250_Submit
Progress status.

Change
Manager
Assignment
CHG-CRQManagerPIPAssignedAssign
ment
CHG:CRQ:StatusPIP Notifies change manager that the change

Assigned_817_CSetT request is set to the Planning in Progress
ag
status.

Change
Assignee
Scheduled For
Review
CHG-CRQAssigneeGroupSFRGroupNotificati
on
CHG:CRQ:StatusSch Notifies change assignee group that the

edForRevCAGrpSet change request is set to the Scheduled For
Tag_260_Submit
Review status.
Change
Assignee
Scheduled For
Review
CHG-CRQAssigneeSFRNotification
CHG:CRQ:StatusSch Notifies change assignee that the change

edForRevCA_818_Se request is set to the Scheduled For Review
tTag
status.
Change
Manager
Scheduled for
Review
CHG-CRQManagerGroupSFRGroupNotificati
on
CHG:CRQ:StatusSch Notifies change manager group that the

edForRevCMGrpSet change request is set to the Scheduled For
Tag_280_Submit
Review status.
Change
Manager
Scheduled for
Review
CHG-CRQManagerSFRNotification
CHG:CRQ:StatusSch Notifies change manager that the change

edForRevCMSetTag request is set to the Scheduled For Review
_270_Submit
status.
38

Event
Message tag
Filter
Description
Change
Assignee
Scheduled For
Review
CHG-CRQAssigneeGroupSFRWithTaskGroup
Notification
CHG:CRQ:StatusSch Notifies change assignee group that the

edForRevCAGrpWit change request is set to the Scheduled For
hTskSetTag_290_Su Review status. This request includes a task.
bmit
Change
Assignee
Scheduled For
Review
CHG:CRQ:StatusSch Notifies change assignee that the change

CHG-CRQedForRevCAWithTs request is set to the Scheduled For Review
AssigneeSFRWithTaskNotific kSetTag_300_Submit status. This request includes a task.
ation
Change
Manager
Scheduled for
Review
CHG-CRQManagerGroupSFRWithTaskGroup
Notification
Change
Assignee
Assignment
CHG:CRQ:StatusSch Notifies change manager that the change

CHG-CRQedForRevCMWithTs request is set to the Scheduled For Review
AssigneeGroup&IndividualR kSetTag_320_Submit status. This request includes a task.
eassignment
Implementer
Planning
CHG-CRQImplementerPIPAssignedAssign
ment
Implementer
Scheduled
CHG:CRQ:StatusSch Notifies change implementer group that the

CHG-CRQImplementerGroup- eduled_850_CImpGr change request is set to the Scheduled status.
ScheduledGroupAss p-SetTag
ignment
Implementer
Scheduled
CHG:CRQ:StatusSch Notifies change implementer the change

CHG-CRQeduled_850_CImprequest is set to the Scheduled status.
ImplementerScheduledAssignme SetTag
nt
Change
Assignee
Scheduled
CHG:CRQ:StatusSch Notifies change assignee group that the No

CHG-CRQeduledNoImpct_850 Impact change request is set to the Scheduled
AssigneeGroupstatus.
ScheduledNoImpact _CAGrp-SetTag
GroupNotification
Change
Assignee
Scheduled
CHG:CRQ:StatusSch Notifies change assignee that the No Impact

CHG-CRQeduledNoImpct_850 change request is set to the Scheduled status.
AssigneeScheduledNoImpact _CA-SetTag
Notification
Change
Manager
Scheduled
CHG:CRQ:StatusSch Notifies change manager group that the No

ManagerGroupstatus.
ScheduledNoImpact _CMGrp-SetTag
GroupNotification
Change
Manager
Scheduled
CHG:CRQ:StatusSch Notifies change manager group that the No

Managerstatus.
ScheduledNoImpact _CSetTag
Notification
CHG:CRQ:StatusSch Notifies change manager group that the

edForRevCMGrpWit change request is set to the Scheduled For
hTskSetTag_310_Su Review status. This request includes a task.
bmit
CHG:CRQ:StatusPIP Notifies change implementer that the change

AssignedCImpSetTa request is set to Planning in Progress and
status reason is Assigned, or the change
g_210_Submit
request is set to Planning in Progress and the
status reason is set to Assigned from
Accepted. This request does not include a
task.
39

Event
Message tag
Filter
Description
Requester
Change
Scheduled
CHG-CRQRequesterNonSGScheduledNotificati
on
CHG:CRQ:StatusSch Notifies non-support staff member that the

eduled_850_RqsterN change request is set to the Scheduled status.
onSupportGrpSetTag
Requester
Change
Scheduled
CHG-CRQRequesterScheduledNotificati
on
CHG:CRQ:StatusSch Notifies member of the support staff that the

eduled_850_Rqster- change request is set to the Scheduled status.
SetTag
Change
Assignee
Completion
CHG-CRQAssigneeGroup&IndividualFi
nalReviewComplete
d
CHG:CRQ:StatusCo
mpletedWReasonW
Tsk_856_CA+CAGr
p-SetTag

request is set to the Completed status with a
status reason of Final Review Complete. All
tasks in the request have been completed.

Change
Manager
Completion
CHG-CRQManagerGroup&IndividualFi
nalReviewComplete
d
CHG:CRQ:StatusCo
mpletedWReasonW
Tsk_856_CM+CMGr
p-SetTag
Notifies change manager that the change

request is set to the Completed status with a
status reason of Final Review Complete. All

Change
Assignee
Completion
Change
Manager
Completion
40
CHG:CRQ:StatusCo
CHG-CRQmpletedWTsk_856_
AssigneeGroup&IndividualC CA+CAGrp-SetTag
ompletionWithTask
Notification
CHG:CRQ:StatusCo
CHG-CRQmpletedWTsk_856_
ManagerGroup&IndividualC CM+CMGrp-SetTag
ompletionWithTask
Notification

request is set to the Completed status. All

Notifies change manager that the change
request is set to the Completed status. All
Release Management notification events
Release Management notification events

The following notification events are related to release management. Configure the
rules in which the support staff is notified in the Release Notification Rules form.
For example, you can configure that the release manager is notified when the
Milestone of a release is set to Planning and the Status is set to Planning Approval.
For more information, see the BMC Remedy IT Service Management 7.6.00
Table A-4: Release Management notification events
Event
Message tag
Release
Assigned
RMS-APRNot Applicable
ApprovalNTForIndi
vidual
Notifies support staff individual that a release

has been assigned to him or her.
Not Applicable
Notifies requester that the release request has

been completed by the support staff.
Release Updated RMSRLM_RequesterReleaseCompletion

Notification
Filter
Description
Activity module notification events

The following notification events are related to the activity module. Configure the
rules in which the support staff is notified in the Activity Notification Rules form.
For more information, see the BMC Remedy IT Service Management 7.6.00
Table A-5: Activity module notification events
Event
Message tag
Filter
Description
Activity
Assigned
AAS_AAS_Assigned Not Applicable

_Group
Notifies support staff group that an activity

has been assigned to them.
Activity
Assigned
AAS_AAS_Assigned Not Applicable

_Individual
Notifies support staff individual that an

activity has been assigned to him or her.
Activity Status
Changed
AAS_AAS_StatusCh Not Applicable

anged
Notifies support staff that the status of an

activity has been changed.
41
Task Management System notification events

Table A-6: Task Management System notification events
Event
Message tag
Filter
Description
Task Assigned
TMS_TAS_Assigned TMS:TAS:Assignme Notifies assignee when the assignment engine

_Individual
nt_StartPostAssignm modifies the task and the Assignee+ field is
entProcess
not empty. No notifications are sent to the
assignee group.
Task Assigned
TMS_TAS_Assigned TMS:TAS:Assignme
_Individual
nt_StartManualAssi
gnmentProcess
Notifies assignee when you modify a task if

you enter a different assignee from the
Assignee+ field. The new assignee cannot
match the previous assignee. No notifications
are sent to the assignee group.
Task Assigned
TMS_TAS_Assigned TMS:TAS:Assignme
_Individual
nt_StartManualAssi
gnmentProcess_Sub
mit
Notifies assignee when creating a task if you

enter an assignee in the Assignee+ field. No
notifications are sent to the assignee group.
Task Status
Changed
TMS_TAS_StatusCh TMS:TAS:StatusCha Notifies assignee when you modify a task and

anged
ngedCallNotifyGuid change its status. If there is no assignee
specified in the Assignee+ field, the assignee
e
group is notified.
BMC Remedy Asset Management notification

events
Table A-7: Asset Management notification events
Event
Message tag
Approval
AST-APRAST:ARD:NewAppr Notifies the requesters manager that a

purchase requisition requires approval.
ApprovalNTForIndi ovalNotificationvidual
ParseApproversNotifySupport`!
Asset Scheduled AST-AVIMaintenance

AssetScheduledMai
ntenance
Bulk Inventory
Reorder
Filter
AST:Asset Schedule Notifies Asset Manager of next scheduled

View_NotifyofExpir maintenance/audit date for an Asset.
e04_Asset
AST-AIQASI:AIQ:NotifyReor Notifies either Group Owner or Inventory

BulkInventoryReord der_803
Owner that a bulk item needs to be reordered.
er
CI Status Change AST-SHRASI:AEO:NotifyPeo

ConfigItemStatusCh ple_850_`!
ange
Configuration
Item Approval
42
Description
Notifies individual or group when a CI

changes key attributes, such as status or
categorization.
AST-ANFAST:ANF:StartAppr Notification message is hard coded in this

ConfigurationItemA ovalProcess_600
filter. Message tag in SYS:Notification
Messages form is not used.
pproval
BMC Remedy Asset Management notification events
Table A-7: Asset Management notification events (Continued)

Event
Message tag
Filter
Description
Configuration
Scheduled
Maintenance
AST-AVIConfigurationSched
uledMaintenance
AST:AVI:NotifyofEx Notifies Asset Notification Contract of next

pire_804_Asset
scheduled maintenance date for a
configuration.
Contract
Expiration
AST-CONOwnerGroupContractExpiry
AST:CTB:SendExpir Notifies the Contract Owner Group when the

edMsgGrp04`!
current date is later than the Contract Expiry
Date.
Contract
Expiration
Warning
AST-CONOwnerGroupContractExpiryWarn
ing
AST:CTB:NotifyofEx Notifies the Contract Owner Group or

Individual when the current date is within the
pire04`!
AST:CTB:NotifyofEx specified number of days of the Contract
Expiry Date.
pireGroup04`!
Resolution
Escalation
AST:AOT:NTOLAA Notifies the designated group or individual

AST-AOTAssigneeOLAResolu ssignee_812_SetTag when an Unavailability record is not Restored
tionEscalation
and the time allotted for resolution by the
corresponding OLA has elapsed.
Resolution
Escalation
AST-AOTAST:AOT:NTOLAA Notifies the assigned group when an

GroupOLAResolutio ssignGrp_815_SetTa Unavailability record is escalated for OLA
g
resolution.
nEscalation
Resolution
Escalation
AST:AOT:NTSLAAs Notifies the assignee when an Unavailability

AST-AOTrecord is escalated for SLA resolution.
AssigneeSLAResolut signee_816_SetTag
ionEscalation
Resolution
Escalation
AST-AOTAST:AOT:NTSLAAs Notifies the assignee group when an

GroupSLAResolutio signGrp_811_SetTag Unavailability record is escalated for SLA
nEscalation
resolution.
Resolution
Escalation
AST:AOT:NTSSVT
Notifies the individual or assignee group
AST-AOTSVTAssignMgrGrou MgrAssignGrp_816_ availability manager when an Unavailability
record is escalated for SLA resolution.
pResolutionEscalatio SetTag
n
Unavailability
Assignment
AST-AOTAST:AOT:NTAssign Notifies the assignee of an open

CIUAAssigneeAssig ee-NoXR_805
Unavailability record when the assignment
nment-NoXREF
changes and is not cross-referenced to another
request.
Unavailability
Assignment
AST-AOTAST:AOT:NTAssign Notifies the assignee of an open

CIUAAssigneeAssig ee-XREF_800
nment-XREF
changes and is cross-referenced to another
request.
Unavailability
Assignment
AST-AOTCIUAGroupAssign
ment-NoXREF
AST:AOT:NTAsgGr
p-NoXREF_815
Notifies the assigned group of an open

changes and is not cross-referenced to another
request.
Unavailability
Assignment
AST-AOTCIUAGroupAssign
ment-XREF
AST:AOT:NTAsgGr
p-XREF_810
Notifies the assigned group of an open

changes and is cross-referenced to another
request.
43
Table A-7: Asset Management notification events (Continued)

Event
Message tag
Filter
Description
Configuration
Item Approval
AST-ANFAST:ANF:NotifyExp Notifies approving manager that

Configuration Catalog Item requires
ConfigurationItemA ireIndiv805
pproval
AST:ANF:NotifyExp approval.
ireGrp_804
Configuration
Scheduled
Maintenance
AST-AVIConfigurationSched
uledMaintenance
AST:AVI:NotifyofEx Notifies Asset Manager of next scheduled

pire_804_Config
maintenance date for a configuration.
Asset Scheduled AST-AVIMaintenance

AssetScheduledMai
ntenance
AST:AVI:NotifyofEx Notifies Asset Manager of next scheduled

pire_804_Asset
maintenance/audit date for an Asset.
License Management notification events

Table A-8: License Management notification events
Event
Message tag
Filter
Description
Certificate
AST-ALCAST:ALC:BreachLev Notifies support staff that the license
Breach Warning CertificateLevel1Bre el01Warning_850_Se certificate is approaching Level 1 Breach.
achWarning
tNotifTag
Certificate
AST-ALCAST:ALC:BreachLev Notifies support staff that the license
Breach Warning CertificateLevel2Bre el02Warning_850_Se certificate is approaching Level 2 Breach.
achWarning
tNotifTag
Certificate
Historical
AST-ALCAST:ALC:StatusExpi Notifies support staff that the license

CertificateExpiration red_850_SetNotifTag certificate has expired.
Certificate
Historical
AST-ALCCertificateHistorical
Certificate
Notification
Warning
AST-ALCAST:ALC:Notificatio Notifies support staff that the license

NotificationWarning nWarning_850_Call certificate will expire at a set date.
NotifGuide
Certificate Out
of Compliance
AST-ALCCertificateOutOfCo
mpliance
Certificate
Owner
Assignment
AST:ALC:OwnerSup Notifies support staff individual that the

AST-ALCCertificateOwnerAss portGroupAssignee_ license certificate has been assigned to him or
ignment
850_SetNotifTag
her.
Certificate
Owner
Assignment
AST-ALCCertificateOwnerGr
oupAssignment
44
AST:ALC:StatusHist Notifies support staff that the status of the

orical_850_SetNotifT license certificate has been set.
ag
AST:ALC:Complian Notifies support staff that the license

ceStatus_850_SetNot certificate is out of compliance.
ifTag
AST:ALC:OwnerSup Notifies support staff group that the license

portGroup_850_Set certificate has been assigned to them.
NotifTag
Global notification events
Global notification events

Table A-9: Global notification event
Event
Message tag
Filter
Description
Reminder
Notification
FND-REMCFG:SMI:SendRemi
ReminderNotificatio nder_800
n
Reminder.
45
46
*103417*
*103417*
*103417*
*103417*
*103417*

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Notification Engine Guide

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BMC Remedy ITSM Notification Engine

Notification Engine overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

BMC Remedy ITSM notification events

BMC Remedy Incident Management notification events . . . . . . . . . . . . . . . . . . . . . . .

Activity module notification events. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Notification Engine Guide

BMC Remedy ITSM

Notification Engine overview (page 8)

Chapter 1 BMC Remedy ITSM Notification Engine