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.
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
The following figure provides an overview of creating a custom notification:
The following table describes the tasks that are required to create the notification:
|1||Create an event.|
BMC Helix Business Workflows
|Define the event details like name, status, accessibility, and so on.||Creating notification events and templates|
|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.||Creating rules to trigger notifications for records|
|4||Create a rule.||To define a trigger condition for the notification.|