Notifications in HP Service Manager 7.x
August 31, 2009
Notifications in Service Manager 7.1/ServiceCenter
The Notification Engine is primarily responsible for sending messages that are generated by HP ServiceCenter and Service Manager events, such as opening or closing a change or task. Administrators can edit these messages, add new messages, change the conditions that trigger the messages, and select who will receive the messages.
The foundation for the Notification Engine is strong and robust, allowing many different types of notifications to be generated. The Notification file stores the definitions of the who, what, where, when and how of the notifications. This file works in conjunction with the message file to define headers for common system events. Arguments are passed to the pre-defined messages and substituted allowing for unique subject lines for each message.
Out of the box, ServiceCenter/Service Manager is configured to send notifications at all of the touch points of the record lifecycle. There are notifications for Open, Update and Close. Additionally Change notifications include many notifications for Approval workflow. These base notifications are called from the Object record for the file you are working on.
In addition to the base ServiceCenter notifications, notifications may be automatically generated from other triggers, such as the addition of an activity record or by custom methods or scripts and calling the notification engine directly. This allows for an endless number of notifications to be generated.
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