Phased rollout

   

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

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:

The following table describes the tasks that are required to create the notification:

TaskActionProductDescriptionReference
1Create an event.

BMC Helix Business Workflows

Define the event details like name, status, accessibility, and so on.Creating notification events and templates
2Create a notification template.Define the template details like name, associated event, recipients, localized messages, and so on.
3Create 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
4Create a rule.To define a trigger condition for the notification.

Related topics

Creating custom notifications

Examples of creating custom notifications


Was this page helpful? Yes No Submitting... Thank you

Comments