Examples of creating custom notifications

Notifications are a great way to inform users about certain events. As a case business analyst, you can create notifications for cases, tasks, knowledge articles, milestones, and approvals. To create a notification, you must first create a notification event to define the event name. Then you create a notification template to provide a structure and format to the notification content and associate the notification template with the event. The steps after creating the template differ based on the module for which you want to create the notification. For more information, see Notifications.

You can use the following examples to configure and send custom notifications:

• Example 1—Notification for change in a case priority
• Example 2—Notification for change in a knowledge article status
• Example 3—Notification for case requester for change in a case assignment
• Example 4—Notification for case manager for no activity on critical cases
• Example 5—Notification for resolving a critical case within SLA

Example 1: Notification for change in a case priority

Hannah is a case business analyst in Calbro Services. She wants a notification to be sent to a case assignee when the priority of a case is changed to Critical.

To create the notification, Hannah creates the Case Priority Critical event and Case Priority Change notification template as shown in the following figures:

After the event and template are created, Allen, an administrator for Calbro Services, creates a notification process with the trigger condition as . The following figures show the process details:

Then, Hannah registers the process with the process library and maps it with the Human Resources Flowset as shown in the following figure:

To ensure that the notification process is run for cases, Hannah creates the Name change case template for the Human Resources Flowset as shown in the following figure:

When a case agent creates a case by using the case template and another agent changes the case priority to Critical, the notification process associated with the Flowset is run. The process uses the template associated with the event to send the notification.

Example 2: Notification for change in a knowledge article status

Hannah is a case business analyst in Calbro Services. She wants a notification to be sent to an article assignee when the status of a knowledge article is changed.

To create the notification, Hannah creates the Article Status Change event and Article Status Change notification template as shown in the following figures:

After the event and template are created, Allen, an administrator for Calbro Services, creates a notification process. The following figures show the process details:

Then, Hannah creates the Article status change rule for the notification as shown in the following figures:

When an agent changes the status of an article, the rule is triggered. The process associated with the rule is run and the process uses the template associated with the event to send the notification.

Example 3: Notification for case requester for change in a case assignment

Hannah is a case business analyst in Calbro Services. She wants a notification to be sent to a case requester when the assignment of a case is changed.

To create the notification, Hannah creates the Case Assignment Change event and Case Assignment Change notification template as shown in the following figures:

After the event and template are created, Allen, an administrator for Calbro Services, creates Inform case requester on assignment change process by copying the Case-Sample Assignment process.  The following figures show the process details:

Then, Hannah registers the process with the process library and maps it with the Human Resources Flowset as shown in the following figure:

When a case agent is assigned to a case, the notification process associated with the Flowset is run. The process uses the template associated with the event to send the notification to the case requester.

Example 4: Notification for case manager for no activity on critical cases

The following video (4:39) explains how to create custom notifications to notify a case manager about critical cases for which no activity is performed:

 https://youtu.be/oopDN9GFLDY

Example 5: Notification for resolving a critical case within SLA

In this example, we can see how to configure and send notification for a critical case that is resolved within SLA.

The following video shows the configurations that are required for the notification.

 https://youtu.be/eTzcE6azvQQ

The following video shows how to send the notification.

 https://youtu.be/m_aFgYp96Pk

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