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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:

Flow of creating notification using rule designer.png

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

Creating-custom-notifications

Examples-of-creating-custom-notifications


 

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