General Notification Settings

General Settings

Escalation
Select this check box if the notification will be sent as an escalation notification. In other words, the notification will be selected from the Invoke list on the Escalation tab for a standard notification. For details, refer to Creating Escalation Notifications.
Name
Indicates the unique name for the notification, which appears in the e-mail message if the $NOTIFICATION() e-mail template tag is included in the template used by the notification. For details, refer to $NOTIFICATION().
Description
Optional descriptive information about the notification.
Action
Indicates one of the following actions taken by the notification when its rule conditions become true:
- No Action
  Select this option to disable actions for the notification or escalation.
- Send Broadcast Channel
  Select this option to send e-mail messages using one or more broadcast channels (which are not bound to a specific user). For example, after you create a broadcast channel in the Channels view, you can select the new channel in the notification, and specify a user account that limits the message details according to the user's privileges. For details, refer to Broadcast Channel Action Options.
- Send E-mail/User Channel
  Select this option to send messages to users by e-mail and optionally, one or more user channels. This action sends an e-mail message to subscribed users, and enables you to specify the fields that should appear in e-mail messages. To send messages to users via a user channel as well, you must add one or more channels to the notification. For details about sending e-mail messages, refer to E-mail and User Channel Action Options and E-mail Field Settings. For details about sending messages via a user channel, see E-mail and User Channel Action Options.
- Add Items to Folders
  Select this option to add item links to folders. For example, you can add item links to a team's folder when a member of the team becomes the owner of an item. For details, refer to Folder Action Options.
- Remove Items From Folders
  Select this option to remove item links from folders. For example, if you use a notification to add item links to a team's folder when a member of the team becomes the owner of an item, you can use another notification to remove links from the folder when the team member is no longer responsible for the item. For details, refer to Folder Action Options.
- Raise Event
  Select this option to execute an event as a specific user in connection with the item that triggered the notification. For example, you can have the system send an event to the Orchestration Engine, which can then execute an orchestration workflow when a notification rule becomes true. The change history will show that the changes were invoked by the user that you specified. For details, refer to Raise Event.
- Run Script
  (On-premise only.) Select this option to run a script. Run a script imported into SBM Composer and deployed to this environment when a notification rule becomes true. The script is executed once for each user subscribed to the notification. Each time the script is executed, Shell.User is set to the user name. If no users are subscribed to the notification, the script is executed only once and Shell.User will be blank. For details, refer to Script Action Options.
- Run Transition
  Select this option to perform a transition as a specific user against the item that triggered the notification. For example, when the item reaches a certain state, you can have the system perform a transition against the item when a notification rule becomes true. The change history will show that the transition was executed by the user that you specified. For details, refer to Run Transition.
- Run Web Service
  Select this option to call a Web service function. You must first import a Web service definition or WSDL, into SBM Composer, and deploy the associated application to this environment. For details, refer to Web Service Action Options.
- Run ChatOps Command
  Select this option to execute a ChatOps command such as Archive Item Channel. For example, if an item is sent to the Resolved state during a chat session, a notification can fire that saves the chat to the Notes section of the work item automatically instead of requiring a user in the chat to issue the archive command manually. For details on the ChatOps integration, refer to ChatOps Integration.
  
  Note: You must subscribe at least one user to any notification that uses the Run ChatOps Command action.
When
Select the rule that causes the notification to generate. For details, refer to About Rules and Conditions and Creating Rules.
Tip: To create a rule for the notification, click the plus sign. To edit the notification assigned to a rule, click the edit icon.

Broadcast Channel Action Options

When you select Send Broadcast Channel from the Action list, the following options are available:

Link Type
Indicates which interface should open when users click the item link in e-mail notifications:
- SBM Work Center
  Opens to the SBM Work Center. For example: http://host/tmtrack/tmtrack.dll?shell=swc&View&I=9&T=1011.
The following link type is available only if you have Service Support Manager installed:
- Request Center
  Opens Service Request Center. For example: http://host/tmtrack/tmtrack.dll?shell=srp&View&I=9&T=1011.
Priority
Select a priority for the notification message. The priority appears in the notification message depending on the selected broadcast channel.
Add New Channel
Click this button to add more broadcast channels for the notification message.
Enable Inline Images
Select this option to display images from Rich Text fields in the notification message. This option is enabled by default for every notification; however, you might consider disabling it for select notifications that display Rich Text fields with large images and several subscribers. If disabled, the <img> tag is removed from the description field contents, and a link to the image appears instead if the $FILEATTACHMENTLINKS() template tag is included in the e-mail template.

On-premise only – The Enable Inline Images check box does not appear in SBM Application Administrator if the global Enable Inline Images setting is disabled in SBM Configurator.
Channel
Select or search for the broadcast channel that will be used for the notification message.
Message Template
Select an existing template from the list and click the edit icon to edit it, or click the plus sign to add a template. Click the trash can to delete a selected template. For details on modifying templates, refer to Creating Notification E-mail Templates.
Note: Select an HTML template if users will apply Rich Text formatting to Text fields that are included in the notification.
User
Enter or search for a user account that will act as a template to limit the message details according to the user's privileges. For example, if the broadcast message should only show field information that Joe can view (according to his privileges), select Joe in the drop-down list.

E-mail and User Channel Action Options

When you select Send E-mail/User Channel from the Action list, the following options are available:

Link Type
Indicates which interface should open when users click the item link in e-mail notifications:
- SBM Work Center
  Opens to the SBM Work Center. For example: http://host/tmtrack/tmtrack.dll?shell=swc&View&I=9&T=1011.
The following link type is available only if you have Service Support Manager installed:
- Request Center
  Opens Service Request Center. For example: http://host/tmtrack/tmtrack.dll?shell=srp&View&I=9&T=1011.
Related Notifications
Lists notifications used by the e-mail template.
Priority
Select a priority for the notification e-mail message. Depending on the recipient's e-mail client and the type of e-mail server used by your system, the priority appears in the e-mail notification. The appearance of the selected priority depends on the receiving e-mail client; for example, in in some mail clients, "Highest" and "High" priority selections appear as an exclamation point. In others, the selected priority appears as text.
Add New Channel
Click this button to add one or more user channels for the notification message.
Enable Inline Images
Select this option to display images from Rich Text fields in the notification message. This option is enabled by default for every notification; however, you might consider disabling it for select notifications that display Rich Text fields with large images and several subscribers. If disabled, the <img> tag is removed from the description field contents, and a link to the image appears instead if the $FILEATTACHMENTLINKS() template tag is included in the e-mail template.

On-premise only – The Enable Inline Images check box does not appear in SBM Application Administrator if the global Enable Inline Images setting is disabled in SBM Configurator.
Channel
Select the channel for the notification message. The default channel is [Send E-mail].
Message Template
Select an existing template from the list and click the edit icon to edit it, or click the plus sign to add a template. Click the trash can to delete a selected template. For details on modifying templates, refer to Creating Notification E-mail Templates.
Note: For each notification, you choose a text or HTML e-mail template, but you cannot choose both formats for a single notification.

Folder Action Options

When you select Add Item To Folder or Remove Item From Folder from the Action list, you must choose a shared folder, Knowledge Base folder, or a system folder from the Destination Folder list. Shared folders and Knowledge Base folders are created in Work Center. Folders must be configured to allow items to be added to them and users need a role to view items in the folders to see the item links.

Raise Event

When you select Raise Event from the Action list, the following options are available:

Event to Execute
Select an existing event that will be executed when the rule becomes true. For example, you could select an event that fires an orchestration that updates the item via the UpdateItem Web service call, and then creates one or more copies of the item.
Execution Context
Select a user or a User field that defines the execution context. For example, you can either search for a user that has privilege to perform the orchestration, or you can select a User field in the orchestration that contains the privileged user. The actions that are performed when the rule becomes true will be executed in the context of the user that is provided in either case.

Script Action Options

When you select Run Script from the Action list, the following options are available:

Script to Execute
Scripts deployed to your environment are available. Ensure that the script you select is valid for the selected notification rule.
Retry Every n Cycles
Specify the number of cycles that should elapse before the Notification Server retries the notification.
Quit After n Attempts
With the Retry Every n Cycles check box selected, specify a number of attempts the Notification Server should retry to process the script or Web service. The Notification Server will stop attempting when the notification is successfully executed. By default, the Notification Server will stop retrying the notification after one attempt.

Run Transition

When you select Run Transition from the Action list, the following options are available:

Initial State
Select the state that the item must be in before the transition can execute. You can leave this field empty to perform the selected transition if it is applicable to the item at the time the rule becomes true. All transitions in the workflow appear if you leave Initial State empty.

Tip: Click the Show Workflow button that appears when you select Run Transition to view a diagram of the workflow that is associated with the notification. You can use this diagram to help you select states and their available transitions.
Transition to Execute
Select the transition that should be executed when the item is in the selected state.
Execution Context
Select a user or a User field that defines the execution context (who performs the transition). For example, you can either search for a user that has privilege to perform the transition, or you can select a User field in the application that contains the privileged user. The transition that is performed when the rule becomes true will be executed in the context of the user that is provided in either case. The change history will show that the transition was executed by the specified user.
Field
Select a field from the application that should be updated during the transition. Read-only fields that you cannot update are marked with a green asterisk. Required fields are marked with a red asterisk.

You can filter the list of fields by Required Only and Read Only attributes. For example, to return required fields that must have a valid value in order for the transition to succeed, select the Required Only check box. To view fields that are read only, select Read Only.
Value
Select or enter a value for the field. Click Map to set the value for the selected field. The field to be updated and the value that will be applies during the transition appear below. Continue selecting fields and mapping values until all the fields you want to update (and all the required fields) are mapped. Select a mapping and click Unmap to undo the mapping, or Unmap All to undo all your previous field value mappings.
Note: Carefully review the changes that the transition will apply. For example, if you specify that a transition should update the Description field, all existing text in the Description field is replaced unless you have set the Append Only attribute on the field.

Web Service Action Options

When you select Run Web Service from the Action list, the following options are available:

Select Function
Click to select a Web service function that has been imported into SBM Composer and deployed to this environment.
Map Inputs/Outputs
Once you have a Web service function selected, click this button to map inputs and outputs. For details, refer to:
Retry Every n Cycles
Specify the number of cycles that should elapse before the Notification Server retries the notification.
Quit After n Attempts
With the Retry Every n Cycles check box selected, specify a number of attempts the Notification Server should retry to process the script or Web service. The Notification Server will stop attempting when the notification is successfully executed. By default, the Notification Server will stop retrying the notification after one attempt.