Documentos de Académico
Documentos de Profesional
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00
October 2009
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Contents
Chapter 1
29
30
32
34
41
5
Chapter
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:
Major components
The following major components make up the notification subsystem architecture:
NTE:SYS-Define NT Events
NTE:CFG-Notification Events
SYS:Notification Messages
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
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.
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
SYS:NPC:TriggerGroupNotifications
SYS:NPC:TriggerNonGroupNotifications
Notification interface
When a new record is created in the NTE:SYS-NT Process Control form, filters
perform these tasks:
Retrieve data from the source form (if the notification was sent from an
association form).
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.
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.
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.
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
Notify Source
Form
1
2
Escalation
Notifications marked for
business hours
are processed
NTE :CFGNotification
Events
CTM :People
Main Form
SYS :Notification
Messages
NTE :Notifier
NTE :CFG-Pager
Service Config
NTE :Notifier
Log
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.
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.
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
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
Description
NTE:Manual
Notification
7.6.00 release.
NTE:CFG-Country Code
Option
NTE:CFG-Numeric
Pager Prefix
NTE:CFG-Pager
Service Config
NTE:CFG-NT Events
NonSupport
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
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.
Description
Notification Text
Status
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.
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.
20
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.
Chapter 1
21
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
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
Set Fields
Set Fields
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
Set Fields
Set Fields
SYS:NPC:TriggerNonGroupNotificationsPool2
SYS:NPC:TriggerNonGroupNotificationsPool3
SYS:NPC:TriggerNonGroupNotificationsPool4
SYS:NPC:TriggerNonGroupNotificationsPool5
SYS:NPC:TriggerNonGroupNotificationsPool6
SYS:NPC:TriggerGroupNotificationsPool2
SYS:NPC:TriggerGroupNotificationsPool3
SYS:NPC:TriggerGroupNotificationsPool4
SYS:NPC:TriggerGroupNotificationsPool5
SYS:NPC:TriggerGroupNotificationsPool6
24
SYS:NPC:TriggerNonGroupNotifications
SYS:NPC:TriggerGroupNotifications
SYS:NPC:TriggerNonGroupNotificationsPool2
SYS:NPC:TriggerNonGroupNotificationsPool3
SYS:NPC:TriggerGroupNotificationsPool4
SYS:NPC:TriggerGroupNotificationsPool5
SYS:NPC:TriggerGroupNotificationsPool6
Chapter 1
25
Disabling notifications
Because workflow for customer notifications differs from support notifications,
the procedure for disabling differs between the two.
If the first filter found the enabled notification event, the second filter starts the
notification process. Otherwise, it does nothing.
26
Description
Proposed
Enabled
Offline
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.
Chapter 1
27
28
Appendix
29
Message tag
Assignment
Assignment
HPD-INCGroupAssignment
HPD:INC:NTAsgGr
p_805_SetTag
Assignment
HPD-INCShiftGroupAssignm
ent
Cancellation
Change
Associations
HPD-CRQHPD:HAS:NotifyIC
ChangeRequestStatu CompltNPC_100_Push
s
Known Error
Solution
Known Error
Workaround
Filter
Description
HPD-INCOwnerAssignment
Ownership
Assignment
Problem
Investigation
Associations
30
HPD-PBIIncidentInvestigatio
nAssociation
Message tag
Problem
Investigation
Completion
Requester
HPD-INCIncident Receipt CustomerReceipt
Confirmation
Confirmation
Filter
Description
HPD:INC:NTCustC
onfirm_851_SetTag
Requester
Incident Reopened
Requester
Incident
Resolution
Requester
Incident
Resolution
HPD-INCDirectContact
ResolutionNT
Resolution
Resolution
HPD:INC:NTAsgGr
HPD-INCGroupAssignedDupl p_846_DupResicateResolution
SetTag
Resolution
Resolution
Resolution
Resolution
HPD-INCOwnerResolution
SLA Resolution
Escalation
SLA Resolution
Escalation
SLA Resolution
Escalation
HPD:INC:NTDirect
Contact
Res_853_SetTag
31
Message tag
Filter
Description
SLA Resolution
Escalation
SLA Resolution
Escalation
SLA Resolution
Escalation
Unavailability
Restored
Vendor
Assignment
HPD-INCVendorAssignment
NT
Message tag
Filter
Unavailability
Restored
AST-PBINotifyInvestigationA
ssigneeCIUARestore
d
Unavailability
Restored
AST-PBINotifyInvestigation
ManagerCIUARestor
ed
Solution
Assignment
Solution
Assignment
PBM-KDBPBM:KDB:AssigneeI
AssigneeIndivAssign ndiv_810_SetTag
ment
32
Description
Message tag
Filter
Description
Problem
Assignment
PBM-PBIProblemGroupAssig
nment
Problem
Assignment
Problem
Cancelled
PBM:PBI:Cancelled_
PBM-PBIProblemInvestigation 830_RequesterRequesterCancellatio SetTag
n
Problem
Completed
PBM:PBI:Completed
PBM-PBIProblemInvestigation _820_PBMMgrGrpManagerGroupCom SetTag
pletion
Problem
Completed
PBM-PBIPBM:PBI:Completed
ProblemInvestigation _820_PBMMgrManagerCompletion SetTag
Problem
Completed
PBM:PBI:Completed
PBM-PBIProblemInvestigation _830_RequesterRequesterCompletio SetTag
n
Problem
Manager
Assignment
Problem
Manager
Assignment
Change
Completed
Change
Completed
Known Error
Assignment
PBM-PKEGroupAssignment
Known Error
Assignment
33
Message tag
Filter
Description
Known Error
Manager
Assignment
Known Error
Manager
Assignment
Message tag
Requester
Change
Cancellation
Requester
Change
Cancellation
CHG-CRQRequesterNonSGCancellationNotifica
tion
Requester
Change
Cancellation
CHG:CRQ:StatusCa
CHG-CRQncelled_858_RqsterRequesterCancellationNotifica SetTag
tion
Requester
Completion
Requester
Change Receipt
Confirmation
Requester
Change
Scheduled
CHG-CRQCustomerScheduledNotificati
on
Requester
Change Rescheduled
CHG-CRQRequesterNonSGRFCRescheduled
Requester
Change Rescheduled
CHG-CRQRequesterRFCRescheduled
34
Filter
Description
Message tag
Filter
Description
Requester
Rejection
Requester
Rejection
Change
Assignee
Assignment
CHG-CRQAssigneeGroup&IndividualR
eassignment
Implementer
Assignment
CHG:CRQ:ChgImpl
CHG-CRQementerReassignSet
ImplementerGroup&IndividualR Tag_340_Submit
eassignment
Change
Manager
Assignment
CHG:CRQ:ChgMgr
CHG-CRQReassignSetTag_350
ManagerGroup&IndividualR _Submit
eassignment
Change
Assignee
Planning
CHG-CRQAssigneeGroupPIPAcceptedGroup
Assignment
Change
Assignee Latent
Completion
CHG-CRQAssigneePIPAcceptedAssign
ment
Change
Assignee Latent
Completion
CHG-CRQAssigneeLatentCompletionN
otification
Change
Manager Latent
Completion
CHG-CRQManagerLatentCompletionN
otification
Change
Manager Rescheduled
Change
Manager Rescheduled
Change
Assignee Rescheduled
35
Message tag
Filter
Description
Change
Assignee
Scheduled
Approval
CHG-CRQManagerApprovalRejected
Approval
CHG-CRQManagerGroupApprovalRejected
Change
Manager Next
Dependent
Change
Non-Approval
Information
CHG-NANInformationalNonA
pprovalNTForGrou
p
Non-Approval
Information
APR:NAN:NotifyIn
CHG-NANInformationalNonA dividual_810`!
pprovalNTForIndivi
dual
Change
Assignee
Completion
CHG-CRQAssigneeGroup&IndividualFi
nalReviewComplete
d
Change
Manager
Completion
36
CHG:CRQ:StatusCo
mpletedWReason_8
55_CA+CAGrpSetTag
Message tag
Filter
Description
Change
Manager
Completion
CHG-CRQManagerGroup&IndividualFi
nalReviewComplete
d
CHG:CRQ:StatusCo
mpletedWReason_8
55_CM+CMGrpSetTag
Requester
Completion
CHG-CRQRequesterNonSGChangeCompletion
Notification
Requester
Completion
CHG-CRQRequesterChangeCompletion
Notification
Change
Manager
Predecessor
Completion
Change
Assignee Preplanning
Change
Assignee Preplanning
CHG-CRQAssigneeRFCAssignment
CHG:CRQ:StatusRF
CCASetTag_140_Su
bmit
CHG:CRQ:StatusRF
CHG-CRQC_815_CMGrpManagerGroupRFCGroupAssignme SetTag
nt
CHG-CRQManagerRFCAssignment
CHG-CRQManagerGroupPIPAcceptedGroup
Assignmen
37
Message tag
Filter
Description
Change
Manager
Planning
CHG-CRQManagerPIPAcceptedAssign
ment
CHG-CRQAssigneeGroupPIPAssignedGroup
Assignment
CHG-CRQAssigneePIPAssignedAssign
ment
Change
Manager
Assignment43
CHG-CRQManagerGroupPIPAssignedGroup
Assignment
CHG-CRQManagerPIPAssignedAssign
ment
CHG-CRQAssigneeGroupSFRGroupNotificati
on
Change
Assignee
Scheduled For
Review
CHG-CRQAssigneeSFRNotification
Change
Manager
Scheduled for
Review
CHG-CRQManagerGroupSFRGroupNotificati
on
Change
Manager
Scheduled for
Review
CHG-CRQManagerSFRNotification
38
Message tag
Filter
Description
Change
Assignee
Scheduled For
Review
CHG-CRQAssigneeGroupSFRWithTaskGroup
Notification
Change
Assignee
Scheduled For
Review
Change
Manager
Scheduled for
Review
CHG-CRQManagerGroupSFRWithTaskGroup
Notification
Change
Assignee
Assignment
Implementer
Planning
CHG-CRQImplementerPIPAssignedAssign
ment
Implementer
Scheduled
Implementer
Scheduled
Change
Assignee
Scheduled
Change
Assignee
Scheduled
Change
Manager
Scheduled
Change
Manager
Scheduled
39
Message tag
Filter
Description
Requester
Change
Scheduled
CHG-CRQRequesterNonSGScheduledNotificati
on
Requester
Change
Scheduled
CHG-CRQRequesterScheduledNotificati
on
Change
Assignee
Completion
CHG-CRQAssigneeGroup&IndividualFi
nalReviewComplete
d
CHG:CRQ:StatusCo
mpletedWReasonW
Tsk_856_CA+CAGr
p-SetTag
CHG-CRQManagerGroup&IndividualFi
nalReviewComplete
d
CHG:CRQ:StatusCo
mpletedWReasonW
Tsk_856_CM+CMGr
p-SetTag
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
Message tag
Release
Assigned
RMS-APRNot Applicable
ApprovalNTForIndi
vidual
Not Applicable
Filter
Description
Message tag
Filter
Description
Activity
Assigned
Activity
Assigned
Activity Status
Changed
41
Message tag
Filter
Description
Task Assigned
Task Assigned
TMS_TAS_Assigned TMS:TAS:Assignme
_Individual
nt_StartManualAssi
gnmentProcess
Task Assigned
TMS_TAS_Assigned TMS:TAS:Assignme
_Individual
nt_StartManualAssi
gnmentProcess_Sub
mit
Task Status
Changed
Message tag
Approval
Filter
42
Description
Message tag
Filter
Description
Configuration
Scheduled
Maintenance
AST-AVIConfigurationSched
uledMaintenance
Contract
Expiration
AST-CONOwnerGroupContractExpiry
Contract
Expiration
Warning
AST-CONOwnerGroupContractExpiryWarn
ing
Resolution
Escalation
Resolution
Escalation
Resolution
Escalation
Resolution
Escalation
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
Unavailability
Assignment
Unavailability
Assignment
AST-AOTCIUAGroupAssign
ment-NoXREF
AST:AOT:NTAsgGr
p-NoXREF_815
Unavailability
Assignment
AST-AOTCIUAGroupAssign
ment-XREF
AST:AOT:NTAsgGr
p-XREF_810
43
Message tag
Filter
Description
Configuration
Item Approval
Configuration
Scheduled
Maintenance
AST-AVIConfigurationSched
uledMaintenance
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
Certificate
Historical
AST-ALCCertificateHistorical
Certificate
Notification
Warning
Certificate Out
of Compliance
AST-ALCCertificateOutOfCo
mpliance
Certificate
Owner
Assignment
Certificate
Owner
Assignment
AST-ALCCertificateOwnerGr
oupAssignment
44
Message tag
Filter
Description
Reminder
Notification
FND-REMCFG:SMI:SendRemi
ReminderNotificatio nder_800
n
Reminder.
45
46
*103417*
*103417*
*103417*
*103417*
*103417*