This documentation supports the 20.08 and 20.08.01 versions of BMC Helix Business Workflows.

To view the documentation for the previous version, select 20.02 from the Product version menu.



Creating rules to trigger notifications for records

As a case business analyst, you can create custom notifications for tasks and knowledge articles by using the Rule designer in BMC Helix Innovation Studio to notify agents or support groups about certain changes in tasks and knowledge articles such as, status change, priority change. For more information about notifications, see Notifications

To create a notification for a task or knowledge article record instance, you must complete the following tasks:

TaskActionReference
1Create an event to define the event name for a notification.Creating notification events and templates
2Create a notification template to associate it with an event, and define the content and structure of a notification.
3Create a process to define the event for which the process should be run.To create a process
4Create a rule to define the trigger condition for a notification.To create a rule

To create a process to define an event

  1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
  2. Click the application name in which you want to create the process.
  3. On the application page, click Processes, and then, click New.
  4. From the Palette, drag the Send Notification Using Event element. 
    By default, the Start and End elements are displayed on the canvas.
  5. Complete the fields according to your requirements.
    The following tables describe the fields in detail:

     Description of fields in Process Properties
    SectionFieldDescription
    GENERALNameEnter the name of the process. Use this process while creating a rule so that the process is run when the notification is triggered.
    VARIABLESAdd/Remove VariablesThe process obtains the required record details from the specified variable.
    1. Enter the name of the first variable.
      Under Input/Output Variable, Input is selected by default.

    2. In Data Type, select Record.
    3. In Record Definition, select the record for which you want to create the notification.

    4. Click Save.

    The following figure shows the sample field values in Process Properties:

     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.

    For example, you want to create a notification to notify an article assignee when the status of an article changes. To do this, you create an event, a notification template, and a process. In the process, you select the Case Status Change event.

    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 the record fields, and add ID. Note: The input variable that you provide for the process is displayed under Process Variables 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 attach a file while sending an email notification. In the Edit Expression dialog box, select the variable from the list that you want add as an attachment.
    Note: Value for this field must be an attachment object.
    Attachment ListYou 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.

    The following figure shows the sample field values for the Send Notification Using Event element:

  6. Click Save.

    For example, you want to create a notification to notify an article assignee when the status of an article changes. To do this, you first create an event, a notification template, and a process. Then, you create a rule to trigger the notification. When an agent changes the status of an article, the notification is sent to the article assignee.

To create a rule

  1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
  2. Click the application or library in which you want to create the rule.
  3. On the application or library page, click Rule, and then, click New.
  4. From the Palette, drag the Qualification and Start Process elements on the canvas.
    By default, the Trigger element is displayed on the canvas.

  5. Complete the fields according to your requirements
    The following tables describe the fields in detail:
    •  Description of fields in Rule Properties
      SectionFieldDescription
      RECORD DEFINITIONSAdd/Remove Record DefinitionsClick this link to add the record for which you want to create the notification.
    •  Description of fields for the Trigger element
      SectionFieldDescription
      GENERALTrigger TypeBecause notifications are sent for record instances, select Record Event.
      Record Event

      Select the type of event for which you want to create the notification.

      For example, you want to notify an article assignee about the status change of an article. This notification is sent only after the article status changes. For this notification, you specify the Record Event as After Update.

      For more information, see Defining a trigger for a rule .

      OPTIONSExecution Order (1 - 1000)Determines the precedence for rules when more than one rule is associated with the same record definition and record event.
    •  Description of fields for the Qualification element
      SectionFieldDescription
      GENERALExpressionEnter the condition for the notification to be triggered.
    •  Description of fields for the Start Process element
      SectionFieldDescription
      GENERAL

      Process To StartSelect the process that you want to execute with the rule.
      INPUT MAPClick to build expression

      From the fields available for the selected record, add .

  6. Click Save.

For more information about rules, see Creating rules .

Where to go from here

Examples of creating custom notifications


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