Creating processes to trigger notifications for cases

To create a process

1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
2. Select Case Management Service.
3. On the Case Management Service page, click Processes, and then click New.
4. From the Palette, drag the Exclusive element, the Send Notification or Send Notification Using Event elements to the canvas. 
   By default, the Start and End elements are displayed on the canvas.
5. Complete the fields in Process Properties and the Exclusive element as described in the following tables:
   
   • Description of fields in Process Properties

     Section	Field	Description
     VARIABLES	Add/Remove Variables	The process obtains the required record details from the specified variables. To add a variable, perform the following steps: Enter the variable name as Case Record. Under Input/Output Variable, Input is selected by default. In Data Type, select Record. In Record Definition, select Case. In Variable ID, enter 57370 for the Case Record. Click Save. Important: If you are creating the process to define adhoc recipients, you must add a variable with data type as Object. Then, you must select a document definition that you want to use for the recipient details. You need to do this so that you can select the variable in Output Map and when the process is run, the recipient details are used to send the notification to adhoc recipients.

   • Description of fields for the Exclusive element

     Section	Field	Description
     GENERAL	Click to build expression	Click this link and enter the condition for the notification to be triggered. For example, you are creating a notification for an event when a case priority is changed to Critical and you enter the following condition: = Critical

6. (Optional) Complete the fields in the Create Document element.

   Description of fields for the Create Document element

   Section	Field	Description
   INPUT MAP	Document Definition Name	Select the document definition that you want to use for this process.
   	Add/Remove Document Nodes	Select the attributes (nodes) from the document definition you selected. For each node that you select, click the Click to build expression link, and add the value for each node.
   OUTPUT MAP	Name	Select the object type variable that you added.

   For more information about the fields in the Create Document element, see Creating a document instance.

7. Complete the fields in the Send Notification Using Event or Send Notification elements.

   Best practice
   We recommend that you use the Send Notification Using Event element.

   • Description of fields for the Send Notification Using Event element

     Section	Field	Description
     INPUT MAP	Event Selection Mode	Select one of the following modes to specify the event: View—Select an event from the list of available events. Expression—Specify an expression to select an event.
     	Event name	Perform the following actions based on your event selection mode: If your event selection mode is View, click Select Event, select an event from a list of available events, and click Save. You can search and filter through the events to find a specific event. If your event selection mode is Expression, click Click to build an Expression, in the Edit Expression window, enter the expression to specify the event. Then, click OK.
     	Module Name	From the list, select the Module name. Examples: Cases, Knowledge, Social, Tasks, Person
     	Source Record Instance Id	Click Click to build and expression. In the Available Values section, under Process Variables, expand Case Record and add ID. Important: Because we have provided Case Record as an input variable, it is displayed in the expression builder for Source Record Instance Id.
     	Recipient List	Click Click to build and expression. Add comma-separated external email IDs to which you want to send email notifications. For example, hr@abcsoftware.com, alexwilson@abcsoftware.com.
     	Adhoc Recipients	This field is required when you are defining adhoc recipients in the process.  Click Click to build and expression. Select the output variable that you defined in the Create Document element.
     	Attachment	You can send an attachment when sending an email notification. Click Click to build and expression. In the Edit Expression dialog box, select the variable from the list that you want to add as an attachment. Important: Value for this field must be an attachment object.
     	Attachment List	You can send a list of attachments when sending an email notification. Click Click to build and expression. In the Edit Expression dialog box, select the variable from the list that you want to add as an attachment. Important: Value for this field must be a list of attachments. For information about how to create a list of the attachments, see Creating lists from processes.

   • Description of fields for the Send Notification element

     Section	Field	Description
     INPUT MAP	To	Enter the expression to send the notification to the required recipient. For example, you want to send the notification to a case assignee and you enter the following value: ("personGuid:" + ) To add in the expression, from the Available Values section, you expand Case Record and add Assignee GUID.
     	Cc
     	Bcc
     	From Email ID	If you want to send an email notification, enter the email ID from which you want to send the notification. For example, your company's email ID such as noreply@companyname.com.
     	Template	If you want to use a notification template for sending the notification, enter the template name. Important: If you use a template for sending a notification, and also specify the notification content and recipients in the process: the recipients specified in the process are notified the template content is displayed in the notification
     	Message Text	Enter the message text that you want to display in the notification.
     	Message Body	Enter the content that you want to display in the notification.
     	Source Record Definition	Enter the following value for creating the process for a case: "com.bmc.dsm.case-lib:Case".
     	Source Record Instance Id	From the Available Values section, expand Case Record, and add the Case ID.

8. Click Save.