Creating rules to trigger notifications for records
In BMC Helix Business Workflows, as a case business analyst, you can create custom notifications for tasks and knowledge articles by using the Rule designer in BMC Helix Innovation Studio.
You can create custom notifications to notify agents or support groups about certain changes in tasks and knowledge articles like status change, priority change, and so on.
For more information about notifications, see Notifications.
To create a notification for a task or knowledge article record instance, you must perform the tasks that the following table describes:
Task | Action | Reference |
---|---|---|
1 | Create an event to define the event name for a notification. | Creating notification events and templates |
2 | Create a notification template to associate it with an event, and define the content and structure of a notification. | |
3 | Create a process to define for which event name, the process should be run. | To create a process |
4 | Create a rule to define the trigger condition for a notification. | To create a rule |
For example, you want to create a notification to notify an article assignee when the status of an article changes. To do this, you create an event, a notification template, and a process. Then, you create a rule to trigger the notification. When an agent changes the status of an article, the notification is sent to the article assignee.
To create a process
- Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
- Click the application name in which you want to create the rule.
- On the application page, click Processes, and then, click New.
- From the Palette, drag the Send Notification Using Event element.
By default, the Start and End elements are displayed on the canvas. - Complete the fields according to your requirements.
The following tables describe the fields in detail: Click Save.
To create a rule
- Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
- Click the application or library in which you want to create the rule.
- On the application or library page, click Rule. Then, click New.
From the Palette, drag the Qualification and Start Process elements on the canvas.
By default, the Trigger element is displayed on the canvas.- Complete the fields according to your requirements
The following tables describe the fields in detail: Click Save.
For more information about rules, see Creating rules .
Where to go from here
Example of creating custom notifications
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