This documentation supports the 20.02 version of BMC Helix Business Workflows.

To view the documentation for the previous version, select 19.11 from the Product version menu.



Creating processes to trigger notifications for cases

As a case business analyst, you must create a process to define a business logic for a notification. When a defined event occurs, the process associated with that event runs the business logic, and the notification is sent.

In a process, you can use different elements that are available in the BMC Helix Innovation Studio Process designer. However, you must use the following basic elements for notifications to run:

  • Exclusive element—Use this element to give a trigger condition for an event to occur.
  • Send Notification Using Event (Recommended)—Use this element to specify fewer and simpler parameters like notification event, module, and source record instance ID, and quickly create your process.
  • Send Notification—Use this element to specify more parameters like the email ID from which a notification is sent, Cc, Bcc, message text, and so on.

In a notification process, you can also define adhoc recipients by using the Create Document element. This element enables you to access a recipient's attributes, for example, name, type, login ID, and so on. These attributes are defined in a document definition in BMC Helix Innovation Studio. For more information, see  Defining document definitions .


To create a process

  1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
  2. Select Case Management Service.
  3. On the Case Management Service page, click Processes, and then click New.
  4. From the Palette, drag the Exclusive element, the Send Notification or Send Notification Using Event elements to the canvas. 
    By default, the Start and End elements are displayed on the canvas.

  5. Complete the fields in Process Properties and the Exclusive element as described in the following tables:
    •  Description of fields in Process Properties
      SectionFieldDescription
      VARIABLESAdd/Remove VariablesThe process obtains the required record details from the specified variables.
      To add a variable, perform the following steps:
      1. Enter the variable name as Case Record.
        Under Input/Output Variable, Input is selected by default.

      2. In Data Type, select Record.
      3. In Record Definition, select Case.
      4. In Variable ID, enter 57370 for the Case Record.

      5. Click Save.

      Note: If you are creating the process to define adhoc recipients, you must add a variable with data type as Object. Then, you must select a document definition that you want to use for the recipient details. You need to do this so that you can select the variable in Output Map and when the process is run, the recipient details are used to send the notification to adhoc recipients.

    •  Description of fields for the Exclusive element
      SectionFieldDescription
      GENERALClick to build expression

      Click this link and enter the condition for the notification to be triggered.

      For example, you are creating a notification for an event when a case priority is changed to Critical and you enter the following condition:

      = Critical

  6. (Optional) Complete the fields in the Create Document element.

     Description of fields for the Create Document element
    SectionFieldDescription
    INPUT MAPDocument Definition NameSelect the document definition that you want to use for this process.
    Add/Remove Document NodesSelect the attributes (nodes) from the document definition you selected. For each node that you select, click the Click to build expression link, and add the value for each node.
    OUTPUT MAPNameSelect the object type variable that you added.

    For more information about the fields in the Create Document element, see Creating a document instance

  7. Complete the fields in the Send Notification Using Event or Send Notification elements.

    Best Practice

    We recommend that you use the Send Notification Using Event element.

    •  Description of fields for the Send Notification Using Event element
      SectionFieldDescription
      INPUT MAP

      Event Name

      To select the event for which you want to run the process, click Select Event.

      A list of all available events is displayed. To select a specific event, search or filter for the event.

      Select the event, and click Save.

      Module Name

      From the list, select the Module name.

      Examples: Cases, Knowledge, Social, Tasks, Person

      Source Record Instance IdClick Click to build and expression.
      In the Available Values section, under Process Variables, expand Case Record and add ID.
      Note: Because we have provided Case Record as an input variable, it is displayed in the expression builder for Source Record Instance Id.

      Recipient List

      Click Click to build and expression. Add comma-separated external email IDs to which you want to send email notifications.

      For example, hr@abcsoftware.com, alexwilson@abcsoftware.com.

      Adhoc Recipients

      This field is required when you are defining adhoc recipients in the process. 

      Click Click to build and expression. Select the output variable that you defined in the Create Document element.

      AttachmentYou can send an attachment when sending an email notification.
      Click Click to build and expression. In the Edit Expression dialog box, select the variable from the list that you want to add as an attachment.
      Note: Value for this field must be an attachment object.
      Attachment List

      You can send a list of attachments when sending an email notification.

      Click Click to build and expression. In the Edit Expression dialog box, select the variable from the list that you want to add as an attachment.
      Note: Value for this field must be a list of attachments.
      For information about how to create a list of the attachments, see  Creating lists from processes .

    •  Description of fields for the Send Notification element
      SectionFieldDescription
      INPUT MAP

      To

      Enter the expression to send the notification to the required recipient.

      For example, you want to send the notification to a case assignee and you enter the following value:

      ("personGuid:" + )

      To add in the expression, from the Available Values section, you expand Case Record and add Assignee GUID.

      Cc
      Bcc
      From Email ID

      If you want to send an email notification, enter the email ID from which you want to send the notification. For example, your company's email ID such as noreply@companyname.com.

      Template

      If you want to use a notification template for sending the notification, enter the template name.

      Note: If you use a template for sending a notification, and also specify the notification content and recipients in the process:

      • the recipients specified in the process are notified
      • the template content is displayed in the notification
      Message Text

      Enter the message text that you want to display in the notification.

      Message Body

      Enter the content that you want to display in the notification.

      Source Record DefinitionEnter the following value for creating the process for a case: "com.bmc.dsm.case-lib:Case".
      Source Record Instance Id

      From the Available Values section, expand Case Record, and add the Case ID.

  8. Click Save.

Where to go from here

ActionReference

Register the process in BMC Helix Business Workflows and define a Flowset so that the process is run when a notification is triggered.

Creating a Flowset for a line of business
Create a case template by using the defined Flowset so that the Flowset configuration is applied to cases that case agents create by using the case template.Creating case templates and task templates


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