Creating custom notifications for records
This use case describes how as an administrator and case business analyst can create a notification by using the Rule designer for a task, knowledge article, or any record other than case.
Scenario
BMC Helix Business Workflows enables you to create custom notifications for your company according to your requirements.
Consider a scenario where a case agent who has access to a knowledge article changes its status and the article assignee must be notified about the change. A case business analyst creates a custom notification to notify the article assignee. Whenever a case agent changes the status of a knowledge article, the article assignee is notified.
Roles involved in this use case
This use case involves the following user roles:
- Case business analyst
- Case agent
Workflow
The following figure provides an overview of creating a custom notification:
The following table describes the tasks that are required to create the notification:
Task | Action | Product | Description | Reference |
|---|---|---|---|---|
1 | Create an event. | BMC Helix Business Workflows | Define the event details like name, status, accessibility, and so on. | |
2 | Create a notification template. | Define the template details like name, associated event, recipients, localized messages, and so on. | ||
3 | Create a process. | BMC Helix Innovation Studio | To associate an event with the process and to use the process in a rule. | |
4 | Create a rule. | To define a trigger condition for the notification. |
Related topics
Examples-of-creating-custom-notifications