Creating custom notifications

Notifications enable users to stay up-to-date with the on-going activities in the product, for example, creation of new cases, updates to a record, approvals for cases, and so on. The default notifications are available for events that occur during likely use of the product, and, that are applicable to all companies in a tenant.

As a case business analyst, you can create custom notifications for a line of business. You can create notifications for cases, tasks, knowledge articles, case approvals, and service level milestones. The process of creating notifications differ based on the module for which you are creating the notification. For more information about notifications, see Notifications.

How to create custom notifications for a case

This following video (5:01) explains how to create custom notifications for cases and how they are executed:

https://youtu.be/-See5R7YGQQ

In the process of creating a custom notification, the tasks to create an event and a template are common. After that, the tasks differ based on the module for which you are creating the notification.

Notes

You can use the Notification Service library only in the BMC Helix Business Workflows application.
You cannot create custom modules for your custom notifications.

Common process for creating custom notifications

The following table describes the tasks you must first perform to create a custom notification:

Task	Action	Product	Reference
1	Create an event to define the event name for a notification.	BMC Helix Business Workflows	Creating notification events and templates
2	Create a template to associate it with an event name, and define the content and structure of a notification.	BMC Helix Business Workflows	Creating notification events and templates

Process for creating case management notifications

The following table describes the tasks that you must perform to create a custom notification for cases:

Task	Action	Product	Reference
1	Create a process to define the trigger condition for a notification.	BMC Helix Innovation Studio	Creating processes to trigger notifications for cases
2	Register a process in BMC Helix Business Workflows, so that the process is used for sending a notification.	BMC Helix Business Workflows	Creating a Flowset for a line of business
3	Associate the registered process with a Flowset so that the process is run for cases belonging to that Flowset.		Creating a Flowset for a line of business
4	Create a case template for the Flowset with which the notification process is associated. When a case is created by using the case template and a notification is triggered for the case, the process is run.		Creating case templates and task templates

Process for creating knowledge article and task notifications

The following table describes the tasks that you must perform to create a custom notification for knowledge articles and tasks:

Task	Action	Product	Reference
1	Create a process to define for which event name, the process should be run.	BMC Helix Innovation Studio	Creating rules to trigger notifications for records
2	Create a rule to define the trigger condition for the notification.	BMC Helix Innovation Studio	Creating rules to trigger notifications for records

Process for creating service level milestone notifications

The following table describes the task that you must perform to create a custom notification related to service level milestones for cases or tasks:

Action	Product	Reference
Associate a notification template with a milestone action, so that when the action occurs, the template is used for sending the notification.	BMC Helix Business Workflows	Configuring service targets for tracking case progress

Process for creating case approval notifications

The following table describes the task that you must perform to create a custom notification for case approvals:

Action	Product	Reference
As an administrator, specify the notification details for an approval so that when the approval is executed, the associated details are used to send a notification.	BMC Helix Innovation Studio	Defining approval notifications