Phased rollout

   

This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

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.

Tasks to create notifications

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

Notification typeStepActionProductReference
All notifications1Create an event to define the event name for a notification.

BMC Helix Business Workflows

Creating notification events and templates
2Create a template to associate it with an event name, and define the content and structure of a notification.
Notification for cases1Create a process to define the trigger condition for a notification.

BMC Helix Innovation Studio

Creating processes to trigger notifications for cases
2Register 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
3Associate the registered process with a Flowset so that the process is run for cases belonging to that Flowset.
4Create 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 and editing case templates
Notification for knowledge articles and tasks1Create a process to define for which event name, the process should be run.

BMC Helix Innovation Studio

Creating rules to trigger notifications for records
2Create a rule to define the trigger condition for the notification.
Notification for service level milestones1Associate 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
Notification for case approvals1As 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
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