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 applicable to all the companies in a tenant. For example, the default Case Status Change notification notifies a case assignee when a case status is changed.
As a case business analyst, you can refer to these notifications to create custom notifications.
Best practice
Default case management events and templates
Note
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 name | Event | Template | Rule | Process | Email content | Alert content | Recipients | Default notification method | Conditions |
|---|---|---|---|---|---|---|---|---|---|
| Cases | Agent Assignment | Case Agent Assignment |
| 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 | NA | |
| Group Assignment | Case Group Assignment |
| 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 | 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. |
Default task management events and templates
Note
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.
| Module name | Event | Template | Rule | Process | Email content | Alert content | Recipients | Default notification method | Conditions |
|---|---|---|---|---|---|---|---|---|---|
| Tasks | Agent Assignment | Task Agent Assignment |
| 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 - 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 $450000010$ |
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Default social events and templates
Note
The notification template for social events contains the following placeholders for the variables that are related to activity feed updates in cases and tasks:
$2$—Placeholder for an agent who adds a note.$450000152$—Placeholder for a task and case 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.
| Module name | Event | Template | Rule | Process | Email content | Alert content | Recipients | Default notification method | Conditions |
|---|---|---|---|---|---|---|---|---|---|
| Social | Notes from Activity Feed in Case | Notes from Activity Feed in Case | Send Notification (Rule is triggered from the Social Service) | Case - Notifications - Social Notes (Process is executed in the Case 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 | Alert | Case assignee is notified when a note is added to a case that is assigned to the case assignee. |
| Notes from Activity Feed in Case with Attachment | Send Notification (Rule is triggered from the Social Service) | Case - Notifications - Social Notes (Process is executed in the Case 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 | Alert | |||
Notes from Activity Feed in Task | Notes from Activity Feed in Task | 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: $450000154$ |
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| Notes from Activity Feed in Task with Attachment | 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. |
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Default knowledge management events and templates
Note
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.
| Module name | Event | Template | Rule | Process | Email content | Alert content | Recipients | Default notification method |
|---|---|---|---|---|---|---|---|---|
| Knowledge | 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. |
| Alert | |
| Article Review Due | Article Review due | Knowledge Article - Notify ReviewDate 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. |
| Alert |
Default service level management events and templates
Note
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 name | Event | Template | Rule | Email content | Alert content | Recipients | Default notification method |
|---|---|---|---|---|---|---|---|
| Service Level Management - Case | SLA Missed | Case 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. |
Default case approval events and templates
Note
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 Name | Event | Template | Email content | Alert content | Recipients | Default notification method |
|---|---|---|---|---|---|---|
| Case - Approval | 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 | |
| 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 | ||
| 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 | ||
| 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 | ||
| 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 | ||
| 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 | ||
| 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 | ||
| 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 | ||
| 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 |
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