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
To modify a notification template

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
4.6 and later	A case is submitted	N/a	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
4.6 and later	A case is resolved	N/a	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	An entry is submitted in a case journal	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	A task status has changed	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	A case requester has changed	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

Open System Settings console.
Select Application Settings > Notification Templates.
Select a default notification that you want to modify, and click Modify.
From the Priority list, select a priority for the notification.
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.
  Click here to view an example...
  
  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.
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.
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

Configuring notification templates

Notification events and templates

To modify a notification template

Where to go from here

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