BMC Helix ITSM On Prem - Email Notifications are not Processing for HPD-INC-CustomerResolutionNT

Knowledge Article

Article Number

000301936

Old Article Number

000080204

Article Type

Solutions to a Product Problem

Title

BMC Helix ITSM On Prem - Email Notifications are not Processing for HPD-INC-CustomerResolutionNT_NoRes

Summary

Email Notifications are not Processing for HPD-INC-CustomerResolutionNT_NoRes

Product

BMC Service Request Management

Component

Applies to

BMC Service Request Management

Problem

The Email notifications are not getting fired for Customer for HPD-INC-CustomerResolutionNT_NoRes.

Cause

This behavior is working 'As Designed'

Solution

This behavior is working As Designed. The 'HPD-INC-CustomerResolutionNT' notification is controlled via the filter "HPD:INC:NTCustRes_853_SetTag".

The direction that has been taken is if a Service Request exists (regardless of whether it was created first or not), only the Service Request notifications will be used, and not the notifications from the backend application (which would be Incident Management in this case).

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