Reassigned approvers are not recieving notification for business approval for Change Level CI

Knowledge Article

Article Number

000274217

Old Article Number

000070987

Article Type

Solutions to a Product Problem

Title

Reassigned approvers are not recieving notification for business approval for Change Level CI - Business

Summary

Reassigned approvers are not recieving notification for business approval for Change Level CI - Business

Product

BMC Helix IT Service Management OnPrem

Component

Applies to

BMC Remedy IT Service Management Suite

Problem

Reassigned approvers are not recieving notification for business approval for Change Level CI - Business

LP: BMC Remedy Change Management Application 7.6.03
DR: Remedy Change Management 7.6.03

Cause

Solution

This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.

Legacy ID:KA349647

- open AP:Notification form in User Tool and search the entry with 'Process Name*' = "Change Level CI - Business" (by default, there's a single entry returned);
- note the entry with 'Notify On*' set to "New Signature";
- create a new entry by navigating to Edit > Copy To New;
- set the 'Notify On*' of new record to "Reassign" while remain all other values unchanged;
- save the new record and re-test the issue.

Additional note:

The solution is not working in SRM. The aproval notification in SRM doesn't follow the same manner of CM. In SRM, in addition to the above steps, the following customization is required:

- Modify the Run If of the filter "SRM:SDS:Notify_Approvers" to add "Reassign" event

Attachment(s):