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Configuring notification templates

Notifications are emails sent to notify a self-service user or an HR agent about activity with a record in BMC HR Case Management. Notification templates are used to configure text in the notifications.

Notifications are sent when a notification event happens. Some of the notification events (such as case resolved or case submitted) do not require additional configuration, some of the notifications events (such as SLA warning) require additional configuration.

For those notifications events that do not require additional configuration, you only need to update default notification templates. For those events that require additional configuration, in addition to updating the default templates, you must configure a related event.

This section includes the following topics:

Notification events and templates

The following table illustrates which notification template is used for each notification event and what configuration is needed:

Version

Notification event

Additional configuration required

Receiver(s)

Notification template applied in the notification event

4.6 and later

A case is submitted

N/a

Requester 1

Case Submitted–Requester

On behalf of user 1

Case Submitted–On behalf of

4.6 and later

A case is resolved

N/a

Requester 1

Case Resolved–Requester

On behalf of user 1

Case Resolved–On Behalf Of

4.6 and later

An incoming email is received from employee

Emails configuration

  • Requester

  • On behalf of user

Incoming Email Auto Response

4.6 and later

A case is automatically created based on an incoming email from employee

Emails configuration

Requester

Incoming Email New Case Response

HR case assigned group

Incoming Email Assigned Group Notification

HR case assignee

Incoming Email Assigneee Individual Notification

4.6 and later

A case Service Level Agreement warning is triggered

SLAs configuration

HR case assignee

Case SLA–Warning 50%

Case SLA–Warning 75%

Case SLA–Warning 90%

4.6 and later

A Service Level Agreement of a case is missed

SLAs configuration  

HR case assignee

Case SLA–Missed

4.6 and later

A case is reassigned to another HR group

N/a

New assigned group of a case

Case Reassignment–Group

4.6 and later

A case is reassigned to another HR agent

N/a

New assignee of a case

Case Reassignment–Individual

4.6 and later

A survey is automatically sent when the case is completed

Surveys configuration

Configurable:

  • Requester

  • On Behalf of

  • Both

Survey–Notification

4.6 and later

A survey reminder is sent if an employee has not filled in the initial survey form

Surveys configuration

Configurable:

  • Requester

  • On Behalf of

  • Both

Survey–Reminder

4.6 and later

A notification is sent to an HR agent if an employee who submitted a survey selected the Request a Follow-up Call check box.

Surveys configuration

Configurable:

HR agent specified in the survey configuration.

Survey–Follow-up

4.6 and later

The results of the submitted survey are below the established threshold. The notification is sent to the HR manager.

Surveys configuration

Configurable:

HR agent specified in the survey configuration.

Survey–Threshold Breach

4.6 and later

A notification is sent to a solution owner when an HR agent modified the solution by selecting the Requires Update check box.

N/a

HR agent specified in the Owner field in a solution form

Solution Update Required

4.7.01

A case is assigned to an HR group

N/a

HR case assigned group

Case Assignment–Group

4.7.01

A case is assigned to an HR agent

N/a

HR case assignee

Case Assignment–Individual

4.7.01

A task is assigned to an HR group

N/a

Task assigned group

Task Assignment–Group

4.7.01

A task is assigned to an HR agent

N/a

Task assignee

Task Assignment–Individual

4.7.01

A task is reassigned to an HR group

N/a

Task new assigned group

Task Reassignment–Group

4.7.01

A task is reassigned to another HR agent

N/a

Task new assignee

Task Reassignment–Individual

4.7.01

An entry is submitted in a case journal

N/a

HR case assignee

Journal Submitted–Assignment Individual

4.7.01

N/a

HR case assigned group

Journal Submitted–Assignment Group

4.7.01

A case is sent for approval to a person defined as a case approver

Case approvals configuration

User specified as a case approver in the Approval Matrix

Case Approval

4.7.01

A task status has changed

N/a

HR task assignee of the parent case

Task Status–Individual

4.7.01

N/a

HR task assigned group of the parent case

Task Status–Group

4.7.01

Access to a case is provided to an HR agent

N/a

HR case assignee

Case Access–Individual

4.7.01

Access to a case is provided to an HR group

N/a

HR case assigned group

Case Access–Group

4.7.01

A case status has changed

N/a

  • Requester 

  • On behalf of user 1

Case Status–Requester

4.7.01

A case requester has changed

N/a

HR case assignee

Case Requester Change–Individual

4.7.01

N/a

HR case assigned group

Case Requester Change–Group 

1.  All case related notifications are sent to those end users who are defined in the Notification Preference field in a case form: case requester, on behalf of user, both of them, or neither of them receive notifications.

Note

Only those users receive notifications who have Receive Notifications option set to yes in their profile. For more details, see Adding people records.

To modify a notification template

  1. Open System Settings console.

  2. Select Application Settings > Notification Templates.

  3. Select a default notification that you want to modify, and click Modify.

  4. From the Priority list, select a priority for the notification.

  5. Fill in the subject of the notification template:

    1. In the Subject field, enter an appropriate subject for the template.
    2. To insert field variables of a specified form to the Subject field:
      1. From the Form Name list, select a form that contains fields you want to use in the template.
      2. Select a field from the Form Fields list, and click Insert Field to Subject. Repeat this step to add additional fields.

      You might need to configure a notification template for self-service user about case submitted event, and you want the subject of the notification to include the name of the case assignee. You need to select a COL:CASE:Case form from the Form Name list, and insert Assigned To field from the Form Fields list into the subject of the notification template.

  6. Fill in the body of the notification template:

    1. Click the Body field, and enter the text for the body line of the template.
    2. To insert field variables of a specified form into the Subject field:
      1. From the Form Name list, select a form that contains fields you want to use in the template.
      2. Select a field from the Form Fields list, and click Insert Field to Body. Repeat this step to add additional fields.
  7. Click Save & Close.

Where to go from here

Additionally configure

Reference topic

Service-level agreements

Configuring service-level agreements

Surveys to be sent when an event happens

Configuring surveys

Incoming emails sent to HR support

Configuring emails

Case approvals

Configuring case approvals 

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Comments

  1. Fred Rickaby

    An HR Case user can select the 'Email' checkbox under Notification Settings -> Requests in MyIT

    1. What is the list of notifications that are enabled?
    2. Where is the content of those notifications configured?
    3. Are any of these MyIT notifications enabled/disabled by the 'Receive Notifications' setting on COL:CASE:People?

    Note: The table on the MyIT Status updates and notifications page does not mention any HR Case notifications.

     

    Feb 02, 2017 09:59
    1. Olga Kutetska

      Hello, Fred!

      The notifications that are explained in this topic explain how to configure text inside notifications that are sent to different users. - answer to question 2

      From BMC HR Case Management an HR Administrator configures the list of notifications to be sent to self-service users (case requesters), and the content of the notification - answer to question 1.

      If a self-service user (requester) does not want to receive the notifications about his requests, he can disable the notifications in his profile in MyIT.- answer to question 3

      On the page that you sent me, there is a video where it is shown how to do this.

      Feb 21, 2017 07:55
  2. Fred Rickaby

    Hello Olga,

    Thank you for answering my questions and for updating this page. It is good to see the new options that are available in 4.7.01.

    1. For customers who are using approvals on 4.6 or 4.7, are there
      1. no approval notifications, or
      2. no configurable approval notifications?
    2. The 'Where to go from here' link for "Notifications for case approvals" to page Configuring case approvals does not include configuration for notifications.  If there are approval notifications in 4.6 or 4.7, please describe how they are sent (even if this is a reference to the Approval Engine or set in AR System filters).

    Thank you,

    Fred

    Feb 28, 2017 07:40
    1. Olga Kutetska

      Hello, Fred!

      1). 4.6 and 4.7 users did not receive the approval (email) notifications, because there was no way to configure this.

      2). Probably, you are right.. the wording might be not very clear. I 'll improve it tomorrow.
      On the Configuring case approvals page,you are not configuring the notification template itself, but the recipients of the approval notification.

      Feb 28, 2017 11:13
  3. Mahesh Chougule

    How do we disable particular notification event to all Users? 

    In notification Template settings we doesn't have any flag to disable them.

    Nov 09, 2017 02:36
  4. Olga Kutetska

    Only those users receive notifications who have Receive Notifications option set to Yes in their profile.

    If you want to disable a particular notification that requires additional configuration - just delete the added configuration.

    You cannot disable default notifications (those that do not require additional configuration) for users. You can only disable all notifications. To disable all notifications for all users, you must manually configure this setting in the user profile for all users. 


    Nov 09, 2017 04:26
    1. Mahesh Chougule

      Hello Olga,

      Agree that we can disable individual notification preference but my ask here is how do we disable particular notification events such as , Survey Notification /reminder, Case Assignment,Task Assignment etc.

      Customer still wants user to recieve emails but not all of above notification events.

      is there a way to disable notification events?

      Nov 09, 2017 09:55
  5. Olga Kutetska

    Hello, 
    No there is no way to disable the events by their types.
    Those that do not require configuration are always sent, those that require - are sent only if they are configured.

    Customers can set up filters in their mailboxes that will catch the emails with particular content and move those emails to trash or a particular folder. 

    Nov 14, 2017 12:26
  6. Pawan Kaushik

    Hi There, Do we have a section how we can create an html bases notification template ? Also how we can add custom field to choose them in email body or email subject ? My customer keep on asking to send an html formatted email from hrcm too as like remedy!!

    May 07, 2020 12:10