Example of customizing the notification process

You can customize the notification process for the notification engine on BMC Helix Innovation Suite to include additional information (data) in the email notifications.

This example describes the end-to-end tasks to be performed in BMC Helix Innovation Studio to create a custom notification process.

Example of creating a custom notification process

Apex Global wants to include the value from the Quantity field of the service request in the email notifications. This field is not included in the out-of-the-box notification process. In this example, Allen, the administrator, creates a custom process to include the Quantity field. After creating this process, the following events occur:

Britney is an employee (end-user) at Apex Global. She is from the customer success team and has three customer representatives visiting her in the office today. She requests the Guest Wi-Fi vouchers by specifying three in the Quantity field of the service request.
An email notification is triggered for the Apex Global IT helpdesk when Britney submits the service request. In the email notification, the value of the Quantity field is included.

Important

The steps described in this topic are specific to this example. These steps might differ depending on your business requirements and the environment.

The following table describes the steps to create a custom process for the example:

Step	Action	Description	Reference
1	Create a new field in the record definition	Add the Quantity field to the Notification record definition so that this field is available when creating the custom process.	To create a field in the Notification record definition
2	Create a custom process	Create a copy of the out-of-the-box process so that the original process is not modified.	To create a custom process
3	Enable the custom process	Enable the custom process for the notification engine on BMC Helix Innovation Suite.	To enable the custom process
4	Trigger the custom process	Modify the rule to trigger this custom notification process to send email notifications	To trigger the custom process

To create a new field in the Notifications record definition

Log in to BMC Helix Innovation Studio.
On the Workspace tab, select Digital Workplace > Records.
Click the Notification record definition.
Select New Field > Text.
On the GENERAL tab, in the Name field, type Quantity.
Click Save.

custom process_add Quality field.png

To create a custom process

Log in to BMC Helix Innovation Studio.
On the Workspace tab, select Digital Workplace > Processes.
Select the checkbox next to Send Notification Through Notification Engine and click Copy.
On the Copy Definition window, in Definition name, type a meaningful name for the customized process.
For example, Send Notification Through Notification Engine_customized
Add the Quantity field as the input variable for the process.
1. In the Process Properties panel, click Add/ Remove Variables.
2. In Name, type Quantity.
3. In Variable Type, click the Input checkbox.
4. In Data Type, select Text.
5. Click Save
Customize the process by adding components as shown in the following image:

Configure the components as described in the following table:

Component number and component label in the image	Component name in the Palette	Parameters and their values
1—Get Notification	Get Record	Input map parameters Record Definition Name—Notification Record ID—From Process variables, select Source Record Instance ID Example of Get Notification
2—Get Activity Log	Get Record by Query	Input map parameters Record Definition Name—Select Build Expression > Edit Expression > Activities > Get Notification > Output > SourceRecordDefinitionName Sample Record Definition Name—Select Digital Workplace Catalog > Activity Log Query Expression—Select Request ID (from ActivityLog Fields) = SourceRecordID (from Get Notification > Output) Add or Remove fields—Select ServiceRequestID Example of Get Activity Log
3—Get DWPC Service Request from Activity Log	Get Record by Query	Input map parameters Record Definition Name—Select Record Definition > Digital Workplace Catalog > Service Request Query Expression—Select Request ID (from ServiceRequest Fields) = ServiceRequestID (from Activities -> Get ActivityLog -> Output) Output map parameters Name—Quantity Source—Quantity (from Get DWPC Service Request from Activity Log > Output) Example of Get DWPC Service Request from Activity Log
4—Get DWPC Service Request	Get Record by Query	Input map parameters Record Definition Name—Select Build Expression > Edit Expression > Activities > Get Notification > Output > SourceRecordDefinitionName Sample Record Definition Name—Select Digital Workplace Catalog > ServiceRequest Query Expression—Select Request ID (from ServiceRequest Fields) = SourceRecordID (from Get Notification > Output) Output map parameters Name—Quantity Source—Quantity (from Get DWPC Service Request from Activity Log > Output) Example of Get DWPC Service Request from Activity Log
5—Update Record	Update Record	Input map parameters Record source—Database Record Definition Name—Notification Record ID—From Process variables, select Source Record Instance ID Add/Remove Input Map Fields Quantity—Quantity Status—Assigned Example of Update record
6—Get Approval	Get Record by Query	Input map parameters Record Definition Name—Select Build Expression > Edit Expression > Activities > Get Notification > Output > SourceRecordDefinitionName Sample Record Definition Name—Select Detail-Signature Query Expression—Select Signature Instance ID (from Detail-Signature Fields) = SourceRecordID (from Get Notification > Output) Add/Remove Fields—14516 Example of Get Approval
7—Get DWPC Service Request from AP:Details	Get Record by Query	Input map parameters Record Definition Name—Select Record Definition > Digital Workplace Catalog > Service Request Query Expression—Request ID (from ServiceRequest Fields) = 14516 (from Activities > Get Approval > Output) Add/Remove Fields—14516 Output map parameters Name—Quantity Source—Quantity (from Get DWPC Service Request from Activity Log > Output) Example of Get Approval
8—Conditional gateway for ActivityLog	Exclusive Gateway	Condition SourceRecordDefinition (from Activities > Get Notification > Output) = “myit-sb:ActivityLog” Example of Conditional gateway for Activity Log
9—Conditional gateway for Service Request	Exclusive Gateway	Condition SourceRecordDefinition (from Activities > Get Notification > Output) = “myit-sb:ServiceRequest” Example of Conditional gateway for Activity Log
10—Conditional gateway for Event Name	Exclusive Gateway	Condition Event Name = "DWP_Request_Commented")OR Event Name = "DWP_Request_Submitted" OR Event Name = "DWP_Order_Submitted" OR Event Name = "DWP_Single_Approval_Request_Submitted" Event Name = "DWP_Multiple_Approval_Requests_Submitted" Event Name = "DWP_Approval_Request_Commented" Event Name = "DWP_Service_Health_Status_Change" Event Name = "DWP_User_Mentioned_In_Post" Event Name = "DWP_Post_Comment_Created" Event Name = "DWP_Comment_For_Mentioned_Post" Event Name = "DWP_Request_Status_Changed" Event Name = "DWP_Request_Shared" Event Name = "DWP_Approval_Request_Delegation_Created" Event Name = "DWP_Approval_Request_Delegation_Updated" Event Name = "DWP_Approval_Request_Delegation_Cancelled" Example of Conditional gateway for Event Name
11—Conditional gateway for AP:Detail-Signature	Exclusive Gateway	Condition SourceRecordDefinition (from Activities > Get Notification > Output) = “AP:Detail-Signature” Example of Conditional gateway for AP:Detail-Signature