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 available globally for all the companies and for each line of business in a company. For example, the default Case Status Change notification notifies a case assignee when a case status is changed. 

As a case business analyst, in a line of business, you can use or refer to these notifications to create custom notifications. You cannot modify the default global notifications.

New events and templates

The following events, templates, and modules are available from the 21.3 version of BMC Helix Business Workflows:

EventsTemplatesModules
  • Person profile activity note - Notify tagged person
  • Knowledge activity note - Notify tagged person
  • Task activity note - Notify tagged person
  • Task activity note with attachment - Notify case assignee
  • Task activity note - Notify case assignee
  • Task activity note with attachment - Notify task assignee
  • Task activity note - Notify task assignee
  • Case Reopened - Notify Assignee
  • Case activity note - Notify tagged person
  • Case activity note - Notify assignee
  • Case activity note with attachment - Notify assignee
  • Case activity note with Email - Notify assignee
  • Case activity note with attachment - Notify requester
  • Case activity note - notify requester
  • Person profile activity note - Notify tagged person
  • Knowledge activity note - Notify tagged person
  • Task activity note - Notify tagged person
  • Task activity note with attachment - Notify case assignee
  • Task activity note - Notify case assignee
  • Task activity note with attachment - Notify task assignee
  • Task activity note - Notify task assignee
  • Case Reopened - Notify Assignee
  • Case activity note - Notify tagged person
  • Case activity note with attachment - Notify assignee
  • Case activity note - Notify assignee
  • Case activity note with Email - Notify assignee
  • Case activity note with attachment - Notify requester
  • Case activity note - notify requester
  • Person Social Activities
  • Knowledge Social Activities
  • Case and Task Social Activities
  • Task Social Activities
  • Case Social Activities

The new events and templates will be available in the None line of business in upgraded setups. No upgrade utility is available to copy the new templates to an existing line of business. However, you can create a copy of these templates from the None line of business to your existing line of business in the upgraded setups.

Case events and templates

BMC Helix Business Workflows provides the following default case management events and templates for a line of business:

    In the notification template, variables, for example, Case IDPriorityStatus, 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.

    Event Template Rule Process Email content Alert content Recipients Default notification method Conditions
    Agent Assignment Case 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

    Email NA
    Group Assignment Case 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


    Email NA
    Status Change Case Status Change Case - Status Change Notification Case - 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 Assignee Alert Case assignee is notified when another agent changes the status of a case that is assigned to the case assignee.
    Case Submitted - Requester Notification Case Submitted - Requester Notification

    Requester Notification on Case Submission

    Case - Default Notifications

    Email subject:

    Your Request ID $450000029$ : $1$ is submitted

    Email body:

    Hi,

    We have received your request for Summary: $8$. We will review your request and provide resolution at the earliest.

    Please respond to this email if you want to update your ticket. To view the status of the ticket, visit the BMC Helix Digital Workplace portal.

    Regards,

    HR Department

    Your Request ID  $450000029$ : $1$ is submitted.
    External Requester, Case Requester Email Case requester is notified when case is submitted for the requester request.
    Case Resolved - Requester Notification Case Resolved - Requester Notification

    Requester Notification on Resolved Status


    Case - Default Notifications

    Email subject:

    Your Request ID $450000029$ : $1$ is $450000010$

    Email body:

    Hi,

    Your Request ID <Service Request Display ID :  Display ID> is <Ticket Status GUID>.

    If you are not satisfied with the resolution, feel free to reopen the request. To reopen the request, visit BMC Helix Digital Workplace portal.

    Regards,

    HR Department

    Your Request ID $450000029$ : $1$ is $450000010$. External Requester, Case Requester Email Case requester is notified when the case is resolved.
    Case Pending - Customer Response - Requester Notification Case Pending - Customer Response - Requester Notification

    Requester Notification on Pending Status


    Case - Default Notifications

    Email subject:

    The status of Request ID $450000029$ : $1$ is changed to $450000010$

    Email body:

    Hi,

    The status of Request ID <Service Request Display ID:  Display ID> is changed to <Ticket Status GUID> -  <Status Reason>.

    The request details are as follows:

    Summary:  Summary

    Description: $1000000000$

    Status:  Ticket Status GUID

     

    Regards,

    HR Department

    The status of Request ID $450000029$ : $1$ is changed to $450000010$. External Requester, Case Requester Email Case requester is notified when the case is pending for a response from the requester.
    Case Cancelled - Requester Notification Case Cancelled - Requester Notification

    Requester Notification on Cancelled Status


    Case - Default Notifications

    Email subject:

    The status of Request ID $450000029$ : $1$ is changed to $450000010$

    Email body:

    Hi,

    Your Request ID  <Service Request Display ID :  Display ID> is <Ticket Status GUID>.

    The request details are as follows:

    Summary:  Summary

    Description: $1000000000$

     

    Regards,

    HR Department

    The status of Request ID $450000029$ : $1$ is changed to $450000010$. External Requester, Case Requester Email Case requester is notified when the case is cancelled.

    Access Change

    Case Access Change - Add

    Case - Audit and Notify Collaborators

    NA

    Email subject:

    You now have access to $1$

    Email body:

    You now have access to Display ID.

    Case Details

    Case ID: $1$

    Priority : $1000000164$

    Status : $450000010$

    Case Summary: $8$

    Status: $7$

    Description: $1000000000$

    You now have access to $1$.  The recipient list in the template is not applicable. Email

    Users are notified when case access is granted.



    Case Reopened Case Reopened Case - Reopen Notification Case - Reopen Notification

    Email subject:

    $1$ has been reopened.

    Email body:

    Case > Modified By has reopened Display ID.

    Case > Modified By has reopened Display ID. Assignee, Requester Email
    Case Reopened - Notify Assignee Case Reopened - Notify Assignee Case - Reopen Notification Case - Reopen Notification

    Email subject:

    $1$ has been reopened.

    Email body:

    Case > Modified By has reopened Display ID.


    Assignee Email

    By default, the status of the following events is Offline:

    • Case Submitted - Requester Notification
    • Case Resolved - Requester Notification
    • Case Pending - Customer Response - Requester Notification
    • Case Cancelled - Requester Notification

    To use these events, you must change the event status to Enabled.

    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.

    Event Template Email content Alert content Recipients Default notification method
    New Signature New 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. Approvers Email
    Approve Approve 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. Approvers Email
    Reject Reject 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. Approvers Email
    Reassign Reassign 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. Approvers Email
    Error Error 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 $10051$. Approvers Email
    Cancel Cancel 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. Approvers Email
    More Info Return More 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. Approvers Email
    Hold Hold 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. Approvers Email
    More Info More 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 $10051$. Approvers Email
    Email Based Approval Email Based Approval

    Email subject:

    $10051$ has been sent for approval.

    Email body:

    Below mentioned case is sent for approval

    Case Details

    Requester: $1000000337$

    Request Date: $3$

    Case ID: $10051$

    Priority: $1000000164$

    Status: $450000021$

    Summary: $8$

    Description: $1000000000$

    Case $10051$ has been sent for approval. Approvers Email
    Event Template Email content Alert content Recipients Default notification method
    Case Watchlist Status Change Case Watchlist - Status Change

    Email subject:

    Watchlist Alert: $1$ Status Marked: $450000010$ by $5$.

    Email body:

    Status Marked: $450000010$ by $5$.


    Watchlist Alert: Display ID Marked: $450000010$ by $5$. Followers Email
    Case Watchlist Assignment Change Case Watchlist - Assignment Change

    Email subject:

    Watchlist Alert: $1$ assigned to $450000152$ by $5$

    Email body:

    Display ID was assigned to $450000152$ by $5$.

    Watchlist Alert: Display ID assigned to $450000152$ by $5$. Followers Alert
    Case Watchlist Group Assignment Change Case Watchlist - Group Assignment Change

    Email subject:

    Watchlist Alert: $1$ was assigned to group $1000000217$ by $5$

    Email body:

    Display ID was assigned to group $1000000217$ by $5$.

    Watchlist Alert: Display ID was assigned to group $1000000217$ by $5$. Followers Alert

    Task events and templates

    BMC Helix Business Workflows provides the following default task management events and templates for a line of business:

      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.

      Event Template Rule Process Email content Alert content Recipients Default notification method Conditions
      Access Change

      Task Access Change - Add

      Task - Audit and Notify Collaborators

      NA

      Email subject:

      You now have access to $1$

      Email body:

      You now have access to Display ID.

      Task Details

      Task ID: $1$

      Priority:$1000000164$ 

      Status: $450000010$

      Summary: $8$

      Description: $1000000000$

      You now have access to $1$. The recipient list in the template is not applicable. Email Users are notified when task access is granted.
      Agent Assignment Task 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 Assignee Alert NA
      Group Assignment Task 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 group Alert NA
      Status Change Task Status Change Task - Status Change Notification Task - 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.


      Event Template Email content Alert content Recipients Default notification method
      Approve Task - Approve Template

      Email subject:

      $10051$ has been approved.

      Email body:

      Task $10051$ has been approved.

      Task Details

      Task ID: $10051$

      Priority: $1000000164$

      Status: $450000010$

      Summary: $8$

      Description: $1000000000$

      Task $10051$ has been approved. Approvers Email
      More Info Task - More Info Template

      Email subject:

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

      Email body:

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

      Task Details

      Task ID: $10051$

      Priority: $1000000164$

      Status: $450000010$

      Summary: $8$

      Description: $1000000000$

      An approver has requested for additional information about Task $10051$. Approvers Email
      Reject Task - Reject Template

      Email subject:

      Task $10051$ has been rejected.

      Email body:

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

      Task Details

      Task ID: $10051$

      Priority: $1000000164$

      Status: $450000021$

      Summary: $8$

      Description: $1000000000$

      Task $10051$ has been rejected. Approvers Email
      Reassign Task - Reassign Template

      Email subject:

      Approval for Task $10051$ has been reassigned to you.

      Email body:

      Approval for Task $10051$ has been reassigned to you.

      Task Details

      Task ID: $10051$

      Priority: $1000000164$

      Status: $450000021$

      Summary: $8$

      Description: $1000000000$

      Approval for Task $10051$ has been reassigned to you. Approvers Email
      Error Task - Error Template

      Email subject:

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

      Email body:

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

      Task Details

      Task ID: $10051$

      Priority: $1000000164$

      Status: $450000021$

      Summary: $8$

      Description: $1000000000$

      An error has occurred in the approval of Task $10051$. Approvers Email
      Cancel Task - Cancel Template

      Email subject:

      Approval for Task $10051$ has been canceled.

      Email body:

      Approval for Task $10051$ has been canceled.

      Task Details

      Task ID: $10051$

      Priority: $1000000164$

      Status: $450000021$

      Summary: $8$

      Description: $1000000000$

      Approval for Task $10051$ has been canceled. Approvers Email
      New Signature Task - New Signature

      Email subject:

      Task $10051$ has been sent for approval..

      Email body:

      Below mentioned Task is sent for approval

      Task Details

      Task ID: $10051$

      Priority: $1000000164$

      Status: $450000021$

      Summary: $8$

      Description: $1000000000$

      Task $10051$ has been sent for approval.. Approvers Email
      More Info Return Task - More Info Return Template

      Email subject:

      Additional information about Task $10051$ has been provided.

      Email body:

      Additional information about Task $10051$ has been provided.

      Task Details

      Task ID: $10051$

      Priority: $1000000164$

      Status: $450000010$

      Summary: $8$

      Description: $1000000000$

      Additional information about Task $10051$ has been provided. Approvers Email
      Email Based Approval Task - Email Based Approval

      Email subject:

      $10051$ has been sent for approval.

      Email body:

      Below mentioned task is sent for approval

      Task Details

      Requester: $1000000337$

      Request Date: $3$

      Task ID: $10051$

      Priority: $1000000164$

      Status: $450000021$

      Summary: $8$

      Description: $1000000000$

      Task $10051$ has been sent for approval. Approvers Email
      Hold Task - Hold Template

      Email subject:

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

      Email body:

      Below mentioned task is sent for approval

      Task Details

      Approval for Task  Request Secondaryhas been put on hold.

      Task ID: $10051$

      Priority: $1000000164$

      Status: $450000010$

      Summary: $8$

      Description: $1000000000$

      Approval for Task $10051$ has been put on hold. Approvers Email

      Knowledge article events and templates

      BMC Helix Business Workflows provides the following default knowledge management events and templates for a line of business:

        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.

        Event Template Rule Process Email content Alert content Recipients Default notification method

        Article Review

        Article Reviewer Assignment Knowledge Article - Notify Reviewer KAM 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. Reviewer Alert
        Article Review Overdue Article Review Overdue Knowledge Article - Notify ReviewDate due KAM 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 Due Article Review due Knowledge Article - Notify Review Date due KAM 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


        Event Template Email content Alert content Recipients Default notification method
        Approve Knowledge Approve

        Email subject:

        Article $302300507$ has been approved

        Email body:

        Article $302300507$ has been approved to be $536870913$.

        Article Details:
        Title: $302300502$

        Knowledge article $302300507$ has been approved to be $536870913$. Approvers Email
        More Info Knowledge Approval - More Info

        Email subject:

        An approver has requested for additional information about Article $302300502$.

        Email body:

        An approver has requested for additional information about Article $302300502$.

        Article Details

        Article ID: $302300507$

        Title: $302300502$

        Status: $536870913$

        An approver has requested for additional information about Article $302300502$. Approvers Email
        Reject Knowledge Approval - Reject

        Email subject:

        Approval for Article $302300507$ has been rejected.

        Email body:

        Approval for Article $302300507$ has been rejected.

        Article Details

        Title: $302300502$

        Status: $536870913$

        Approval for Article $302300507$ has been rejected. Approvers Email
        Reassign Knowledge Approval - Reassign

        Email subject:

        Approval for Article $302300507$ has been reassigned to you.

        Email body:

        Approval for Article $302300507$ has been reassigned to you.

        Article Details

        Title: $302300502$

        Status: $536870913$

        Approval for Article $302300507$ has been reassigned to you. Approvers Email
        Cancel Knowledge Approval - Cancel

        Email subject:

        Approval for Article $302300507$ has been canceled

        Email body:

        Approval for Article $302300507$ has been canceled.

        Article Details
        Title: $302300502$

        Status: $536870913$

        Approval for Article $302300507$ has been canceled. Approvers Email
        New Signature Knowledge Approval - New Signature

        Email subject:

        Article $302300507$ has been sent for $536870913$.

        Email body:

        Article $302300507$ has been sent for $536870913$.

        Article Details

        Title: $302300502$

        Article $302300507$ has been sent for $536870913$. Approvers Email
        More Info Return Knowledge Article - More Info Return

        Email subject:

        Additional information about Article $302300507$ has been provided.

        Email body:

        Additional information about Article $302300507$ has been provided.

        Article Details

        Article ID: $302300507$

        Title: $302300502$

        Status: $536870913$

        Additional information about Article $302300507$ has been provided. Approvers Email
        Email Based Approval Knowledge Email Based Approval

        Email subject:

        Article $302300507$ has been sent for approval

        Email body:

        The article below has been sent for approval.

        Article Details

        Article ID: $302300507$

        Title: $302300502$

        Status: $536870913$

        Article $302300507$ has been sent for approval. Approvers Email
        Hold Knowledge Approval - Hold

        Email subject:

        $536870913$ for Article $302300507$ has been put on hold

        Email body:

        $536870913$ for Article $302300507$ has been put on hold.

        Article Details

        Article ID: $302300507$

        Title: $302300502$

        $536870913$ for Article $302300507$ has been put on hold. Approvers Email

        Service level management events and templates

        BMC Helix Business Workflows provides the following default service level management events and templates for a line of business:

          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

          Social events and templates

          BMC Helix Business Workflows provides the following default social events and templates for a line of business:

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

            • $2$—Placeholder for an agent who adds a note.
            • $450000152$—Placeholder for a record in the 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.

            Event Template Email content Alert content Recipients Default notification method Conditions
            Case activity note with Email - Notify assignee Case activity note with Email - Notify assignee

            Email subject:

            $Author$ added a note to 450000152

            Email body:

            $Author$ added a note to 450000152

            Note: $EmailDetails$


            $Author$ added a note to 450000152

            Note: $EmailDetails$


            Case assignee Email Case assignee is notified about email related activities.
            Case activity note - Notify assignee Case activity note - Notify assignee

            Email subject:

            $2$ added a note to $450000152$

            Email body:

            $2$ added a note to $450000152$

            Note: $304412031$

            $2$ added a note to $450000152$ Case assignee Email Case assignee is notified when a note is added to a case activity.
            Case activity note with attachment - Notify assignee Case activity note with attachment - Notify assignee

            Email subject:

            $2$ added a note to $450000152$

            Email body:

            $2$ added a note to $450000152$

            Note: $304412031$

            Note contains an attachment.

            $2$ added a note to $450000152$

            Note: $450000154$

            Note contains an attachment

            Case assignee Email Case assignee is notified when a note is added to a case activity
            Case activity note - Notify tagged person Case activity note - Notify tagged person

            Email subject:

            $2$ mentioned you on $450000152$

            Email body:

            $2$ mentioned you on $450000152$

            Note: $304412031$


            $2$ mentioned you on $450000152$

            Note: $450000154$

            Tagged person Email Tagged person in case activity is notified.
            Case activity note - notify requester Case activity note - notify requester

            Email subject:

            $2$ added a note to KEYWORD($450000029$|$450000199$)

            Email body:

            Dear Requester $450000185$,

            $2$ added a note to $450000152$.
            Note: $304412031$

            Service request: $450000029$

            Dear Requester $450000185$,

            $2$ added a note to $450000152$.
            Note:$304412031$

            Service request: $450000029$

            Case requester Email Case requester is notified when a note is added to a case.
            Case activity note with attachment - Notify requester Case activity note with attachment - Notify requester

            Email subject:

            $2$ added a note to KEYWORD($450000029$|$450000199$)

            Email body:

            Dear Requester $450000185$,

            $2$ added a note to $450000152$.
            Note: $304412031$

            Service request: $450000029$

            Note contains an attachment.

            Dear Requester $450000185$,

            $2$ added a note to $450000152$.
            Note: $304412031$

            Service request: $450000029$

            Case requester Email Case requester is notified when a note with an attachment is added to a case.


            Event Template Rule Process Email content Alert content Recipients Default notification method Conditions

            Task activity note - Notify task assignee

            Task activity note - Notify task assignee

            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

            Email

            Task assignee is notified when a note is added to a task that is assigned to the task assignee.

            Task activity note with attachment - Notify task assignee Task activity note with attachment - Notify task assignee 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: $450000154$

            Note contains an attachment.

            $2$ added a note to $450000152$

            Note: $450000154$

            Note contains an attachment.

            Task Assignee

            Email
            Task activity note - Notify tagged person
            Task activity note - Notify tagged person
            Send Notification (Rule is triggered from the Social Service) Task - Notifications - Social Notes (Process is executed in the Task Management Service)

            Email subject:

            $2$ mentioned you on $450000152$ 

            Email body:

            $2$ mentioned you on $450000152$ 

            $2$ mentioned you on $450000152$ 

            Tagged person

            Email

            Tagged person is notified when a note is added to a task that is assigned to the task assignee.


            Event Template Rule Process Email content Alert content Recipients Default notification method Conditions

            Task activity note - Notify case assignee

            Task activity note - Notify case assignee

            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: $450000154$

            • Case Assignee
            Email

            Case assignee is notified when a note is added to any task in a case that is assigned to the assignee.

            Task activity note with attachment - Notify case assignee Task activity note with attachment - Notify case assignee 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: $450000154$

            Note contains an attachment.

            $2$ added a note to $450000152$

            Note: $450000154$

            Note contains an attachment.

            • Case Assignee
            Email


            Event Template Rule Process Email content Alert content Recipients Default notification method Conditions
            Knowledge activity note - Notify tagged person Knowledge activity note - Notify tagged person Send Notification (Rule is triggered from the Social Service) Knowledge- Notifications - Social Notes (Process is executed in the Task Management Service)

            Email subject:

            $2$ mentioned you on $450000152$ 

            Email body:

            $2$ mentioned you on $450000152$ 

            $2$ mentioned you on $450000152$ 

            Knowledge article Assignee

            Email -

            Default incoming email notification templates

            The notification templates for incoming emails are used to send notifications when the incoming emails are not processed because an error occurred or were rejected. The events and templates are listed under Line of Business = NONE in the Notification Template console.

            BMC Helix Business Workflows provides the following default incoming email notification events and templates for a line of business:


            Module NameEventTemplateRuleProcessEmail contentAlert contentRecipientsDefault notification method
            Email

            Email - Status Update

            Email - Status Update

            Monitor BWF Incoming Email Message Status

            Triggers when an incoming email is not processed correctly. The email status would be either in New or In progress status.

            Monitor Incoming Email Message Status

            Email Subject :

            ERROR: Business Workflows incoming emails are not processed.


            Email Body :

            Warning: Some incoming emails are not processed. The status of such emails would be New or In Progress status.
            ERROR: Business Workflows incoming emails are not processed.A case business analyst specifies the recipients. Learn how to add recipients to the template in Creating notification events and templates.Email
            Email - RejectedEmail - Rejected

            BWFA Incoming Messages - Send Notification

            Triggers when an incoming email is rejected. 
            BWFA Incoming Messages - Send Notification

            Email Subject :

            Email Rejected : $Subject$


            Email Body :

            Note: The following email has been rejected by the system. 

            —————————————————— From email ID:  $From$
            Subject:  $Subject$
            Date received:  $Date Received$
            Status:  $Display Status$
            Status reason:  $Display Status Reason$
            —————————————————-
            Email Rejected : $Subject$A case business analyst specifies the recipients. Learn how to add recipients to the template in Creating notification events and templates.Email
            Email - ErrorEmail - Error

            BWFA Incoming Messages - Send Notification

            Triggers when an incoming email results into an error status.

            BWFA Incoming Messages - Send Notification

            Email Subject :

            Email Error : $Subject$


            Email Body :

            Note: An error occurred for the following email.

            ——————————————————
            From email ID:  $From$
            Subject:  $Subject$
            Date received:  $Date Received$
            Status:  $Display Status$
            Status reason:  $Display Status Reason$
            —————————————————-

            Email Error : $Subject$A case business analyst specifies the recipients. Learn how to add recipients to the template in Creating notification events and templates.Email

            Deprecated events and templates

            From the 21.3 version and later, the following events and templates are deprecated:

            EventsTemplates
            • Notes from Activity Feed in Case
            • Notes from Activity Feed in Task
            • Notes from Activity Feed in Case with Attachment
            • Notes from Activity Feed in Task with Attachment
            • Activity Feed Case Tagged Person
            • Activity Feed Task Tagged Person
            • Activity Feed Knowledge Tagged Person
            • Activity Feed Person Tagged Person
            • Notes from Activity Feed in Case
            • Notes from Activity Feed in Task
            • Notes from Activity Feed in Case with attachment
            • Notes from Activity Feed in Task with attachment
            • Activity Feed Case Tagged Person
            • Activity Feed Task Tagged Person
            • Activity Feed Knowledge Tagged Person
            • Activity Feed Person Tagged Person

            Existing line-of-business specific events and templates are retained in the upgraded application. The deprecated events and templates will not be available in a new instance of the BMC Helix Business Workflows application. 

            Where to go from here

            Learn about how to copy a notification template in Creating notification events and templates.

            Related topic

            Notifications



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