Enabling Notifications

Notifications keep users and staff aware of changes to items. These notifications are contained in the application snapshots that were promoted during installation.

After the snapshots have been promoted, the administrator must grant allow subscription privileges to the users who will subscribe to the notifications. Once a user has been allowed subscription to a notification, the user or the administrator can subscribe the user to a notification. The administrator grants these privileges using SBM Application Administrator.

Users manage subscriptions on the Notifications tab of their User Profiles, where they can subscribe or unsubscribe to notifications.

Service Manager contains specialized notifications and notification templates in addition to the default notifications usually available with SBM applications. The following are the default notifications available for a deployed process app:

Any [item] changes owner
Any [item] changes state
Any [item] changes to inactive
Any [item] I submitted changed state
Any [item] I submitted changed to inactive
Any [item] is submitted
Note: This notification notifies users other than the current user when an item is submitted.
I become the owner of any [item]

The following table explains additional or modified notifications available with each process app:

Application	Notification Name	Modification to the Notification
Incident Management	IM - Incident submitted which affects me	Notifies Affected By user and Additional Contacts users when an incident is submitted.
Incident Management	IM - Automatic Escalation to L2	Notifies when incident is moved to the Investigation & Diagnosis state.
Incident Management	IM - Resolved	Notifies Reported By, Affected By, and Additional Contacts users when incident is moved to Resolved state.
Incident Management	IM - Resolved Repeat Cancel	Notifies user when an incident moves from the Resolved state.
Incident Management	IM - Resolved with Workaround	Notifies Reported By, Affected By, and Additional Contacts users when an incident is moved to the Resolved by Workaround state.
Change Management	CM - Change Closed	Notifies the submitter and the user selected as the contact when the change request is closed.
Problem Management	PM - Problem Closed	Notifies the submitter and the user selected as the contact when the problem is closed.
Problem Management	PM - Problem submitted which affects me	Notifies Affected By user and Additional Contacts users when a problem is submitted.
Configuration Management System	CMS - Configuration Item submitted	Notifies users that the configuration items they submitted were submitted successfully.

Note: There are additional notifications that are used with Service Level Agreements (SLAs) or OLAs. The rules for these notifications are defined as part of the SLA or OLA configuration.

Service Manager also contains specialized notification templates. For on-premise installations, these templates are prefixed by ITSM and are installed into the following directory:

SBMinstallationDirectory\Serena\SBM\Application Engine\emailtemplate\notificationtemplates

Note: The notification template for SLAs and OLAs is also installed into this directory, and is prefixed by OLA.