Out-of-the-box notification events, templates, and processes

BMC Helix Digital Workplaceprovides the notification engine on BMC Helix Innovation Suite to send email notifications to end users. As an administrator, you can use the out-of-the-box notifications events, templates, and processes or modify them to suit your business needs. They can be used only with the notification engine on BMC Helix Innovation Suite,

Out-of-the-box notification events and templates

The following table lists the events supported by the notification engine on BMC Helix Innovation Suite and the supported customizations:

Notification event	Template	Email content and example	Email recipients	Localization	Rich text formatting	Email reply supported? (Applicable only for Catalog native requests and cases in BMC Helix Business Workflows)
Service request - Single request submitted	DWP-Service Request Submitted	Email subject (as applicable) <Service title> ordered on <order creation date> Email body: {service name} ordered on {date} Service request details Request ID Order ID Expected by <date> Total cost Item details Logo Title Requested by Requested for Example of an email when a single request is submitted	Requested for Requested by	✅️	Not applicable	✅️
Service request - Order request submitted	DWP-Order Submitted	Email subject <Quantity of requests> items ordered on <order creation date> Email body: {number of requests} ordered on {date} Service request details Order ID Expected by <date> Total cost Item details Logo Title Cost Expected by Requested for Requested by Example of an email when an order is submitted	Requested for Requested by	✅️	Not applicable	❌️
Service request - Comments added to the request	DWP-Service Request Commented	Email subject <Comment submitter> left a comment on <service title> Email body: Comment: <Comment text> Service request details Request ID Order ID Expected by <date> Total cost Item details Logo Title Requested for Requested by Example of an email a comment is added to a service request	Requested for Requested by Collaborator	✅️	✅️	✅️
Service request - Status changed	DWP-Request Status Changed	Email subject <Service title> status: <Request status> Email body (as applicable) Service request description Rejected <reason> Service request details Request ID Order ID Expected by <date> Total cost Item details Logo Title Requested for Requested by Example of an email when a service request status is changed	Requested for Requested by Collaborator	✅️	Not applicable	✅️
Service request - shared with people or group	DWP-Service Request Shared	Email subject (as applicable) Request shared with <number of collaborators> Email body (as applicable) Request shared with {person/ people/ group} Service request details Request ID Order ID Expected by <date> Total cost Item details Logo Title Requested for Requested by Example of an email when a service request status is changed	Requested for Requested by	✅️	Not applicable	✅️
Survey	DWP-Service Request Survey	Email subject Tell us about your recent request for <Service title> Email body How was your experience requesting this item? Smileys in the following sequence: Terrible, Disliked, Okay, Good, Excellent Service request details Logo Request ID Title Completed <date> Example of an email with a survey	Requested for	✅️	Not applicable	❌️

Notification event	Template	Email content	Email recepients	Localization	Rich text formatting	Email reply supported? (Applicable only for Catalog native requests and cases in BMC Helix Business Workflows)
Approval - Single approval needed	DWP-Single Approval Request Submitted	Email subject: Approval needed for <service title> Email body: New <item> for <Requested for name> Approval details Request ID Order ID: Due by Total cost Item details Logo Title Requested for Action buttons Approve reject On hold Example of an email when a single approval request is submitted	Approver Alternate approver Reassigned approver	✅️	Not applicable	❌️
Approval - Order approval needed	DWP - Multiple Approval Requests Submitted	Email subject: Approval needed for <number of> items Email body: Approval needed for {number of approvals} items Approval details Order ID Due by Total cost Item details Logo Request ID Title Cost Due by Requested for Requested by Action buttons Approve Reject On hold Example of an email when an order approval is needed	Approver Alternate approver Reassigned approver	✅️	Not applicable	❌️
Approval - Approval delegation	DWP - Approval Request Delegated	Email subject: <Delegator name> has assigned you to manage their approvals Email body: Start date <mm dd, yyyy><hh:mm> Example of an email when an order approval is delegated	Alternate approver	✅️	Not applicable	❌️
Approval - Comments added on the approval request	DWP-Approval Comment Created	Email subject: <Comment submitter> left a comment on <service title> Email body: <Comment text> Service request details Request ID Order ID Due by <date> Total cost Item details Logo Title Requested for Example of an email when comments are added to the approval request	Approver Alternate approver Reassigned approver	✅️	✅️	✅️
Approval - Comments added after it is approval or rejection	DWP - Approval Comment Created	Email subject: <Comment submitter> left a comment on <service title> Email body: <Comment text> Service request details Request ID Order ID Due by <date> Total cost Item details Logo Title Requested for Example of an email when comments are added an approval is approved, rejected, or put on hold	Approver Alternate approver Reassigned approver	✅️	✅️	✅️

Approval Clarification Question	DWP - Approval Clarification Question	Email subject: An approver needs more information to act on this request. Email body: Created: <Date and time when the clarification message was added> Comment: <The clarification message> Service request details Request ID Order ID Total cost Item details Logo Title Requested for Example of an email when an approver requests clarification	Requested for	✅️	❌️	❌️
Approval Clarification Response	DWP - Approval Clarification Response	Email subject: You've received a response to your approval clarification message. Email body: Created: <Date and time when the clarification response was added> Comment: <The clarification response> Service request details Request ID Order ID Total cost Item details Logo Title Requested for Example of an email when a requester provides clarification	Approver who requested clarification	✅️	❌️	❌️

Notification event	Template	Email content and example	Email recipients	Localization	Rich text formatting	Email reply supported? (Applicable only for Catalog native requests and cases in BMC Helix Business Workflows)
Service health status changed	Service health status changed	Email subject <Service health item name> status has changed Email body <Service health item name> status changed to <status name> Example of an email when a service health items status is changed	Subscribers	✅️	Not applicable	❌️

Notification event	Template	Email content and example	Email recipients	Localization	Rich text formatting	Email reply supported? (Applicable only for Catalog native requests and cases in BMC Helix Business Workflows)
Appointment created	Appointment created	Email subject Email subject text configured in the BMC Helix Digital Workplace Admin console. For more information, see Setting-up-help-desk-appointments Email body Depending on the calendar configuration, the email body is from one of these variants: Meeting at <place> or <location> and meeting request text Meeting at <place> or <location>, <floor map>, <asset> and meeting request text Meeting at <place> or <location. <room name> and meeting request text Example of an email when an appointment is created	End users Manager Support staff	✅️	Not applicable	❌️
Appointment cancelled	Appointment cancelled	Email subject Email subject text configured in the BMC Helix Digital Workplace Admin console. For more information, see Setting-up-help-desk-appointments Email body Appointment cancelled Meeting request text Example of an email when an appointment is cancelled	End users Manager Support staff	✅️	Not applicable	❌️

Out-of-the-box notification process

The Send Notification Through Notification Engine process is provided out-of-the-box.

Notifcn en_OOTB process.png

The following table describes the process:

Component	Name of the component in the Palette	Description
Overwrite Text 12 field in dwp:Notification Record	Send Notification using Event	Sets the Reply-To field 420003531(Text12) variable Reply-To address for email actions in the Notification record definition.
Send Notification	Send Notification using Event	Calls action from the event specified in the sendNotificationUsingEvent record definition.
Set Rejected	Update Record	Sets the status field in the Notification record definition to Rejected.
Set Processed	Update Record	Sets the status field in the Notification record definition to Processed.

Important

If you customize a process, the subsequent updates provided out-of-the-box to the notification engine on BMC Helix Innovation Suite must be consumed manually.

Where to go from here

Task-1-Setting-up-the-outgoing-mailbox

Out-of-the-box notification events, templates, and processes

Out-of-the-box notification events and templates

Out-of-the-box notification process

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