Phased rollout This version is currently available to SaaS customers only. It will be available to on-premises customers soon.

Creating custom notifications

Notifications enable users to stay up-to-date with the on-going activities in the product, for example, creation of new cases, updates to a record, approvals for cases, and so on. The default notifications are available for events that occur during likely use of the product, and, that are applicable to all companies in a tenant.

As a case business analyst, you can create custom notifications for a line of business. You can create notifications for cases, tasks, knowledge articles, case approvals, and service level milestones. The process of creating notifications differ based on the module for which you are creating the notification. For more information about notifications, see Notifications.

How to create custom notifications for a case

This following video (5:01) explains how to create custom notifications for cases and how they are executed:

icon-play.png https://youtu.be/-See5R7YGQQ

In the process of creating a custom notification, the tasks to create an event and a template are common. After that, the tasks differ based on the module for which you are creating the notification.

Notes

  • You can use the Notification Service library only in the BMC Helix Business Workflows application.
  • You cannot create custom modules for your custom notifications.

Tasks to create notifications

The following table describes the tasks you must first perform to create a custom notification:

Notification type

Step

Action

Product

Reference

All notifications

1

Create an event to define the event name for a notification.

BMC Helix Business Workflows

2

Create a template to associate it with an event name, and define the content and structure of a notification.

Notification for cases

1

Create a process to define the trigger condition for a notification.

BMC Helix Innovation Studio

2

Register a process in BMC Helix Business Workflows, so that the process is used for sending a notification.

BMC Helix Business Workflows

3

Associate the registered process with a Flowset so that the process is run for cases belonging to that Flowset.

4

Create a case template for the Flowset with which the notification process is associated. When a case is created by using the case template and a notification is triggered for the case, the process is run.

Notification for knowledge articles and tasks

1

Create a process to define for which event name, the process should be run.

BMC Helix Innovation Studio

2

Create a rule to define the trigger condition for the notification.

Notification for service level milestones

1

Associate a notification template with a milestone action, so that when the action occurs, the template is used for sending the notification.

BMC Helix Business Workflows

Notification for case approvals

1

As an administrator, specify the notification details for an approval so that when the approval is executed, the associated details are used to send a notification.

BMC Helix Innovation Studio