This documentation supports the 19.11 version of BMC Helix Business Workflows.

To view the documentation for the previous version, select 19.08 from the Product version menu.



Notification events and templates

BMC Helix Business Workflows provides default notifications for users to get started with the product. The notifications are for events that occur during likely use of the product, and that are applicable to all the companies in a tenant. For example, the default Case Status Change notification notifies a case assignee when a case status is changed. 

As a case business analyst, you can refer to these notifications to create custom notifications.

Best Practice

BMC recommends that you do not modify the default notifications. If you modify them, after the upgrade, you lose your changes.

Default case management events and templates

 Click to view the details of events and templates

Note

In the notification template, variables, for example, Case ID, Priority, Status, and so on have corresponding placeholders. When a notification is triggered, these placeholders display the current value of that variable.

For example, a variable Case ID has a corresponding placeholder $1$. When a notification is triggered for a case with ID as Case-1234, the placeholder $1$ displays the actual case ID (Case-1234) in the notification.

Module nameEventTemplateRuleProcessEmail contentAlert contentRecipientsDefault notification methodConditions
Cases

Agent AssignmentCase Agent Assignment
  • Case - Initialize - After Create—Triggered when a case is assigned to a case agent for the first time.
  • Case Assignee Change Notification—Triggered when a case is reassigned to a case agent.

Case - Default Notifications

Email subject:

$1$ has been assigned to you.

Email body:

$1$ has been assigned to you.

Case Details

Case ID: $1$

Priority: $1000000164$

Status: $450000010$

Summary: $8$

Description: $1000000000$

$1$ has been assigned to you.

Case Assignee

EmailNA
Group AssignmentCase Group Assignment
  • Case - Initialize - After Create—Triggered when a case is assigned to a support group for the first time.
  • Case Support Group Change Notification—Triggered when a case is reassigned to a support group.
Case - Default Notifications

Email subject:

$1$ has been assigned to your group.

Email body:

$1$ has been assigned to your support group.

Case Details

Case ID: $1$

Priority: $1000000164$

Status: $450000010$

Case Summary: $8$

Status: $7$

Description: $1000000000$

$1$ has been assigned to your group.

Assigned group


EmailNA
Status ChangeCase Status ChangeCase - Status Change NotificationCase - Default Notifications

Email subject:

$5$ changed the status of $1$ to $450000010$

Email body:

$5$ changed the status of $1$ to $450000010$

Case details

Case ID: $1$

Priority: $1000000164$

Status: $450000010$

Summary: $8$

Description:$1000000000$

$5$ changed the status of $1$ to $450000010$

Case AssigneeAlertCase assignee is notified when another agent changes the status of a case that is assigned to the case assignee.

Default task management events and templates

 Click to view the details of events and templates

Note

In the notification template, variables, for example, Task ID, Priority, Status, and so on have corresponding placeholders. When a notification is triggered, these placeholders display the current value of that variable.

For example, a variable Task ID has a corresponding placeholder $1$. When a notification is triggered for a task with ID as Task-1234, the placeholder $1$ displays the actual task ID (Task-1234) in the notification.

Module nameEventTemplateRuleProcessEmail contentAlert contentRecipientsDefault notification methodConditions
TasksAgent AssignmentTask Agent Assignment
  • Task - Initialize After Create—Triggered when a task is assigned to a case agent for the first time.
  • Task Assignee Change Notification—Triggered when a task is reassigned to a case agent.
Task - Notifications

Email subject:

$1$ has been assigned to you.

Email body:

$1$ has been assigned to you.

Task Details

Task ID: $1$

Priority:$1000000164$ 

Status: $450000010$

Summary: $8$

Description: $1000000000$

$1$ has been assigned to you.Task AssigneeAlertNA
Group AssignmentTask Group Assignment
  • Task - Initialize After Create—Triggered when a task is assigned to a support group for the first time.
  • Task Support Group Change Notification—Triggered when a task is reassigned to a support group.
Task - Notifications

Email subject:

$1$ has been assigned to your group.

Email body:

$1$ has been assigned to your support group.

Task Details

Task ID: $1$

Priority: $1000000164$ 

Status: $450000010$

Summary: $8$

Description: $1000000000$

$1$ has been assigned to your group.

Assigned groupAlertNA
Status ChangeTask Status ChangeTask - Status Change NotificationTask - Status Change Notification

Email subject:

$5$ changed status of $1$ to $450000010$

Email body:

$5$ changed status of $1$ to $450000010$

Task details

Task ID: $1$

Priority: $1000000164$

Status: $450000010$

Summary: $8$

Description: $1000000000$

$5$ changed status of $1$ to $450000010$

  • Task Assignee

  • Case Assignee

  • (Notification is sent only for activation of a task) Group to which the task is assigned.

Email
  • Task assignee is notified when the status of a task that is assigned to the assignee is changed.
  • Case assignee is notified when the status of a task in a case that is assigned to the assignee is changed.

Default social events and templates

 Click to view the details of events and templates

Note

The notification template for social events contains the following placeholders for the variables that are related to activity feed updates in cases and tasks:

  • $2$—Placeholder for an agent who adds a note.
  • $450000152$—Placeholder for a task and case activity feed.
  • $450000154$—Placeholder for the actual note that is added.

When a notification is triggered for a case or task, these placeholders display the actual value of the variable.

For example, when a social notification is triggered for a case, the placeholder $450000154$ displays the actual note in the notification that an agent has added to the case activity feed.

Module nameEventTemplateRuleProcessEmail contentAlert contentRecipientsDefault notification methodConditions
SocialNotes from Activity Feed in CaseNotes from Activity Feed in CaseSend Notification (Rule is triggered from the Social Service)Case - Notifications - Social Notes (Process is executed in the Case Management Service)

Email subject:

$2$ added a note to $450000152$

Email body:

$2$ added a note to $450000152$

Note: $450000154$

$2$ added a note to $450000152$

Note: $450000154$

Case AssigneeAlertCase assignee is notified when a note is added to a case that is assigned to the case assignee.
Notes from Activity Feed in Case with AttachmentSend Notification (Rule is triggered from the Social Service)Case - Notifications - Social Notes (Process is executed in the Case Management Service)

Email subject:

$2$ added a note to $450000152$

Email body:

$2$ added a note to $450000152$

Note: $450000154$

Note contains an attachment

$2$ added a note to $450000152$

Note: $450000154$

Note contains an attachment

Case AssigneeAlert

Notes from Activity Feed in Task

Notes from Activity Feed in Task

Send Notification (Rule is triggered from the Social Service)Task - Notifications - Social Notes (Process is executed in the Task Management Service)

Email subject:

$2$ added a note to $450000152$

Email body:

$2$ added a note to $450000152$

Note: $450000154$

$2$ added a note to $450000152$

Note: $450000154$

  • Task Assignee
  • Case Assignee
Email
  • Task assignee is notified when a note is added to a task that is assigned to the task assignee.
  • Case assignee is notified when a note is added to any task in a case that is assigned to the assignee.
Notes from Activity Feed in Task with AttachmentSend Notification (Rule is triggered from the Social Service)Task - Notifications - Social Notes (Process is executed in the Task Management Service)

Email subject:

$2$ added a note to $450000152$

Email body:

$2$ added a note to $450000152$

Note: $450000154$

Note contains an attachment.

$2$ added a note to $450000152$

Note: $450000154$

Note contains an attachment.

  • Task Assignee
  • Case Assignee
Email

Default knowledge management events and templates

 Click to view the details of events and templates

Note

In the notification template, variables Article ID and Title have corresponding placeholders. When a notification is triggered, these placeholders display the current value of that variable.

For example, a variable Article ID has a corresponding placeholder $1$. When a notification is triggered for an article with ID as Article-1234, the placeholder $1$ displays the actual article ID (Article-1234) in the notification.

Module nameEventTemplateRuleProcessEmail contentAlert contentRecipientsDefault notification method
Knowledge

Article Review

Article Reviewer AssignmentKnowledge Article - Notify ReviewerKAM Notification - Assigned Users

Email subject:

The Knowledge article $302300507$ is assigned to you for Review.

Email body:

The knowledge article $302300502$ is assigned to you for review

Article Details

Article ID: $1$

Title :  $302300502$

Knowledge article $302300507$ is assigned to you for Review.ReviewerAlert
Article Review OverdueArticle Review OverdueKnowledge Article - Notify ReviewDate dueKAM Notification - Assigned Users

Email subject:

The Knowledge article $302300507$ is overdue for review.

Email body:

The knowledge article $302300502$ is overdue for your review

Article Details

Article ID: $1$

Title :  $302300502$

Knowledge article $302300507$ is overdue for review.
  • Assignee
  • Reviewer
Alert
Article Review DueArticle Review dueKnowledge Article - Notify ReviewDate dueKAM Notification - Assigned Users

Email subject:

The knowledge article $302300507$ is due for review.

Email body:

The knowledge article $302300502$ is due for your review.

Article Details

Article ID: $1$

Title : $302300502$

Knowledge article $302300507$ is due for review.
  • Assignee
  • Reviewer
Alert

Default service level management events and templates

 Click to view the details of event and template

Note

In the notification template, variables, for example, Case ID, Priority, Status, and so on have corresponding placeholders. When a notification is triggered, these placeholders display the current value of that variable.

For example, a variable Case ID has a corresponding placeholder $1$. When a notification is triggered for a case with ID as Case-1234, the placeholder $1$ displays the actual case ID (Case-1234) in the notification.

Module nameEventTemplateRuleEmail contentAlert contentRecipientsDefault notification method
Service Level Management - CaseSLA MissedCase SLA Missed

A notification is triggered based on the milestone action that a case business analyst defines while configuring a service target.

For more information, see Configuring service targets.

Email subject:

The Service target associated with $1$ is missed.

Email body:

The Service target associated with $1$ is missed.

Case Details

Case ID: $1$

Priority: $1000000164$ 

Status: $450000010$

Summary: $8$

Service target associated with $1$ is missed.A case business analyst specifies the recipients while configuring a service target.Alert

Service Level Management - Task

SLA Missed

Task SLA Missed

A notification is triggered based on the milestone action that a case business analyst defines while configuring a service target.

For more information, see Configuring service targets.

Email subject:

The Service target associated with $1$ is missed.

Email body:

The Service target associated with $1$ is missed.

Task Details

Task ID: $1$

Priority: $1000000164$ 

Status: $450000010$

Summary: $8$

Service target associated with $1$ is missed.

A case business analyst specifies the recipients while configuring a service target.

Email

Default case approval events and templates

 Click to view the details of event and template

Note

In the notification template, variables, for example, Case ID, Priority, Status, and so on have corresponding placeholders. When a notification is triggered, these placeholders display the current value of that variable.

For example, a variable Case ID has a corresponding placeholder $1$. When a notification is triggered for a case with ID as Case-1234, the placeholder $1$ displays the actual case ID (Case-1234) in the notification.

Module NameEventTemplateEmail contentAlert contentRecipientsDefault notification method
Case - Approval







New SignatureNew Signature Template

Email subject:

Case $10051$ has been sent for approval.

Email body:

Below mentioned case is sent for approval

Case Details

Case ID: $10051$

Priority: $1000000164$

Status: $450000021$

Summary: $8$

Description: $1000000000$

Case $10051$ has been sent for approval.ApproversEmail
ApproveApprove Template

Email subject:

Case $10051$ has been approved.

Email body:

Case $10051$ has been approved.

Case Details

Case ID: $10051$

Priority: $1000000164$

Status: $450000021$

Summary: $8$

Description: $1000000000$

Case $10051$ has been approved.ApproversEmail
RejectReject Template

Email subject:

Approval for Case $10051$ has been reassigned to another approver.

Email body:

Approval for Case $10051$ has been reassigned to another approver.

Case Details

Case ID: $10051$

Priority: $1000000164$

Status: $450000021$

Summary: $8$

Description: $1000000000$

Case $10051$ has been rejected.ApproversEmail
ReassignReassign Template

Email subject:

Approval for Case $10051$ has been reassigned to another approver.

Email body:

Approval for Case $10051$ has been reassigned to another approver.

Case Details

Case ID: $10051$

Priority: $1000000164$

Status: $450000021$

Summary: $8$

Description: $1000000000$

Approval for Case $10051$ has been reassigned to another approver.ApproversEmail
ErrorError Template

Email subject:

An error has occurred in the approval of Case $10051$.

Email body:

An error has occurred in the approval of Case $10051$.

Case Details

Case ID: $10051$

Priority: $1000000164$

Status: $450000021$

Summary: $8$

Description: $1000000000$

An error has occurred in the approval of Case $10051$.ApproversEmail
CancelCancel Template

Email subject:

Approval for Case $10051$ has been canceled.

Email body:

Approval for Case $10051$ has been canceled.

Case Details

Case ID: $10051$

Priority: $1000000164$

Status: $450000021$

Summary: $8$

Description: $1000000000$

Approval for Case $10051$ has been canceled.ApproversEmail
More Info ReturnMore Info Return Template

Email subject:

Additional information about Case $10051$ has been provided.

Email body:

Additional information about Case $10051$ has been provided.

Case Details

Case ID: $10051$

Priority: $1000000164$

Status: $450000021$

Summary: $8$

Description: $1000000000$

Additional information about Case $10051$ has been provided.ApproversEmail
HoldHold Template

Email subject:

Approval for Case $10051$ has been put on hold.

Email body:

Approval for Case $10051$ has been put on hold.

Case Details

Case ID: $10051$

Priority: $1000000164$

Status: $450000021$

Summary: $8$

Description: $1000000000$

Approval for Case $10051$ has been put on hold.ApproversEmail
More InfoMore Info Template

Email subject:

An approver has requested for additional information about Case $10051$.

Email body:

An approver has requested for additional information about Case $10051$.

Case Details

Case ID: $10051$

Priority: $1000000164$

Status: $450000021$

Summary: $8$

Description: $1000000000$

An approver has requested for additional information about Case $10051$.ApproversEmail

Related topic

Notifications

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