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Notifications are a critical part of the process of managing the lifecycle of incidents, problems, changes, etc. But we find that teams often struggle on how to best TEST notifications when going live for the first time or adopting new features. Why is it a challenge? Systems usually have real people data, including email addresses, and it’s important to avoid sending “test” notifications to these real individuals if they are not participating in the testing.

So how do you limit who receives emails during these test cycles?


Possible Approaches

  • For newly activated environments – Email engine is always configured and active on all the environments by default. This includes Remedy ITSM, SmartIT and MyIT/DWP apps.
    • If there is requirement to stop/disable email notifications on any of the environments, customers/implementation teams can submit a request with BMC Service Desk through i.onbmc.com
    • BMC Service Desk can help with disabling notifications by stopping the email engine or disabling outgoing/incoming mailbox configurations.
  • To disable notifications at the user level, the implementation team or customer admins will be responsible for making the necessary configuration changes.

 

The BMC RaaS team has provided some recommendations which can be followed to limit unexpected emails to non-testers during your UAT. You may choose one or many of these options depending on your use case.

 

Options to disable notifications

If you are conducting a system UAT or testing in a non-prod environment, and have full set of foundation and people data configured in the system, OOTB notification rules may trigger system generated notifications to end users and support staffs configured in the system. To avoid this “spamming” situation where false notifications to go out to the real user base, one of the following options can be followed:

 

1.   Ensure there is no email address configured for user profile; i.e.; “Email Address” field on CTM:People form has no valid email address configured for the user.  You can remove “email Address” for the users who don’t need to receive notifications.
Note: This option however may not be feasible when you are looking to disable notifications for a large user base, you may want to consider other options depending on your use case.

 

2.  Turn off notifications for individual users. In this scenario, “Notification Availability” is set to ‘No’ for the user profile. This configuration option is available on CTM:People form under Notificaitons tab. If Notification Availability is set to “No”, notification engine skips that user profile for sending any email notification. You can update this setting for bulk user at one time.

 

3.   Disable notification by Support Group. If your requirement is to avoid sending notifications to all the members of a particular or multiple support groups, you can achieve this by updating individual support group configuration. “Disable Group Notificaitons = Yes” on Group Notifications Settings tab on CTM:Support Group form will turn off group notifications.

 

TIP: You can configure a distribution list (it can be an individual’s email address also) configured in support group configuration. If yyou do this, the notification engine will not send notifications to any of the support group members, instead a single notification will be sent to the email address defined in Group Email field. This can be useful when you are performing testing and want to avoid notifications going out to real support staff without making any changes to their people profiles. For details refer – Configuring Support group Notifications

 

4.   Change notification rules. There are several notification rules configured OOTB on basis of which notifications are sent out for different ITSM modules. You can create “User Notification Events” if you have a requirement to overwrite default “System Notification Events”. User Notification events have precedence over supersede system notification events.

NOTE: Do not modify any System notification Event. Always create corresponding “User Notification Event” for corresponding Notification type which require customization. Detailed documentation -

  1. Notification Workflow
  2. BMC Remedy ITSM notification Events

 

Alternatively you can also follow instructions on one of the following links to disable notifications-

    1. Changing Notification Availability
    2. Setting notification Preferences
    3. Disabling Notifications

 

We hope this guidance helps you to thoroughly test notifications without sending unexpected messages to those outside the test group! Many thanks to Aditya Sharma for this guidance!