Notification events and templates
BMC Helix Business Workflows provides default notifications for users to get started with the product.
The notifications are for events that occur during likely use of the product, and that are available globally for all the companies and for each line of business in a company. For example, the default Case Status Change notification notifies a case assignee when a case status is changed.
As a case business analyst, in a line of business, you can use or refer to these notifications to create custom notifications. You cannot modify the default global notifications.
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Case events and templates
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BMC Helix Business Workflows provides the following default case management events and templates for a line of business:
Event | Template | Rule | Process | Email content | Alert content | Recipients | Default notification method | Conditions |
|---|---|---|---|---|---|---|---|---|
Agent Assignment | Case Agent Assignment |
| Case - Default Notifications | Email subject: $1$ has been assigned to you. Email body: $1$ has been assigned to you. Case Details Case ID: $1$ Priority: $1000000164$ Status: $450000010$ Summary: $8$ Description: $1000000000$ | $1$ has been assigned to you. | Case Assignee | NA | |
Group Assignment | Case Group Assignment |
| Case - Default Notifications | Email subject: $1$ has been assigned to your group. Email body: $1$ has been assigned to your support group. Case Details Case ID: $1$ Priority: $1000000164$ Status: $450000010$ Case Summary: $8$ Status: $7$ Description: $1000000000$ | $1$ has been assigned to your group. | Assigned group | NA | |
Status Change | Case Status Change | Case - Status Change Notification | Case - Default Notifications | Email subject: $5$ changed the status of $1$ to $450000010$ Email body: $5$ changed the status of $1$ to $450000010$ Case details Case ID: $1$ Priority: $1000000164$ Status: $450000010$ Summary: $8$ Description:$1000000000$ | $5$ changed the status of $1$ to $450000010$ | Case Assignee | Alert | Case assignee is notified when another agent changes the status of a case that is assigned to the case assignee. |
Case Submitted - Requester Notification | Case Submitted - Requester Notification | Requester Notification on Case Submission | Case - Default Notifications | Email subject: Your Request ID $450000029$ : $1$ is submitted Email body: Hi, We have received your request for Summary: $8$. We will review your request and provide resolution at the earliest. Please respond to this email if you want to update your ticket. To view the status of the ticket, visit the BMC Helix Digital Workplace portal. Regards, HR Department | Your Request ID $450000029$ : $1$ is submitted. | External Requester, Case Requester | Case requester is notified when case is submitted for the requester request. | |
Case Resolved - Requester Notification | Case Resolved - Requester Notification | Requester Notification on Resolved Status | Case - Default Notifications | Email subject: Your Request ID $450000029$ : $1$ is $450000010$ Email body: Hi, Your Request ID <Service Request Display ID : Display ID> is <Ticket Status GUID>. If you are not satisfied with the resolution, feel free to reopen the request. To reopen the request, visit BMC Helix Digital Workplace portal. Regards, HR Department | Your Request ID $450000029$ : $1$ is $450000010$. | External Requester, Case Requester | Case requester is notified when the case is resolved. | |
Case Pending - Customer Response - Requester Notification | Case Pending - Customer Response - Requester Notification | Requester Notification on Pending Status | Case - Default Notifications | Email subject: The status of Request ID $450000029$ : $1$ is changed to $450000010$ Email body: Hi, The status of Request ID <Service Request Display ID: Display ID> is changed to <Ticket Status GUID> - <Status Reason>. The request details are as follows: Summary: Summary Description: $1000000000$ Status: Ticket Status GUID
Regards, HR Department | The status of Request ID $450000029$ : $1$ is changed to $450000010$. | External Requester, Case Requester | Case requester is notified when the case is pending for a response from the requester. | |
Case Cancelled - Requester Notification | Case Cancelled - Requester Notification | Requester Notification on Cancelled Status | Case - Default Notifications | Email subject: The status of Request ID $450000029$ : $1$ is changed to $450000010$ Email body: Hi, Your Request ID <Service Request Display ID : Display ID> is <Ticket Status GUID>. The request details are as follows: Summary: Summary Description: $1000000000$
Regards, HR Department | The status of Request ID $450000029$ : $1$ is changed to $450000010$. | External Requester, Case Requester | Case requester is notified when the case is cancelled. | |
Access Change | Case Access Change - Add | Case - Audit and Notify Collaborators | NA | Email subject: You now have access to $1$ Email body: You now have access to Display ID. Case Details Case ID: $1$ Priority : $1000000164$ Status : $450000010$ Case Summary: $8$ Status: $7$ Description: $1000000000$ | You now have access to $1$. | The recipient list in the template is not applicable. | Users are notified when case access is granted. | |
Case Reopened | Case Reopened | Case - Reopen Notification | Case - Reopen Notification | Email subject: $1$ has been reopened. Email body: Case > Modified By has reopened Display ID. | Case > Modified By has reopened Display ID. | Assignee, Requester | ||
Case Reopened - Notify Assignee | Case Reopened - Notify Assignee | Case - Reopen Notification | Case - Reopen Notification | Email subject: $1$ has been reopened. Email body: Case > Modified By has reopened Display ID. | Assignee |
By default, the status of the following events is Offline:
- Case Submitted - Requester Notification
- Case Resolved - Requester Notification
- Case Pending - Customer Response - Requester Notification
- Case Cancelled - Requester Notification
To use these events, you must change the event status to Enabled.
In the notification template, variables, for example, Case ID, Priority, Status, and so on have corresponding placeholders. When a notification is triggered, these placeholders display the current value of that variable.
For example, a variable Case ID has a corresponding placeholder $1$. When a notification is triggered for a case with ID as Case-1234, the placeholder $1$ displays the actual case ID (Case-1234) in the notification.
Event | Template | Email content | Alert content | Recipients | Default notification method |
|---|---|---|---|---|---|
New Signature | New Signature Template | Email subject: Case $10051$ has been sent for approval. Email body: Below mentioned case is sent for approval Case Details Case ID: $10051$ Priority: $1000000164$ Status: $450000021$ Summary: $8$ Description: $1000000000$ | Case $10051$ has been sent for approval. | Approvers | |
Approve | Approve Template | Email subject: Case $10051$ has been approved. Email body: Case $10051$ has been approved. Case Details Case ID: $10051$ Priority: $1000000164$ Status: $450000021$ Summary: $8$ Description: $1000000000$ | Case $10051$ has been approved. | Approvers | |
Reject | Reject Template | Email subject: Approval for Case $10051$ has been reassigned to another approver. Email body: Approval for Case $10051$ has been reassigned to another approver. Case Details Case ID: $10051$ Priority: $1000000164$ Status: $450000021$ Summary: $8$ Description: $1000000000$ | Case $10051$ has been rejected. | Approvers | |
Reassign | Reassign Template | Email subject: Approval for Case $10051$ has been reassigned to another approver. Email body: Approval for Case $10051$ has been reassigned to another approver. Case Details Case ID: $10051$ Priority: $1000000164$ Status: $450000021$ Summary: $8$ Description: $1000000000$ | Approval for Case $10051$ has been reassigned to another approver. | Approvers | |
Error | Error Template | Email subject: An error has occurred in the approval of Case $10051$. Email body: An error has occurred in the approval of Case $10051$. Case Details Case ID: $10051$ Priority: $1000000164$ Status: $450000021$ Summary: $8$ Description: $1000000000$ | An error has occurred in the approval of Case $10051$. | Approvers | |
Cancel | Cancel Template | Email subject: Approval for Case $10051$ has been canceled. Email body: Approval for Case $10051$ has been canceled. Case Details Case ID: $10051$ Priority: $1000000164$ Status: $450000021$ Summary: $8$ Description: $1000000000$ | Approval for Case $10051$ has been canceled. | Approvers | |
More Info Return | More Info Return Template | Email subject: Additional information about Case $10051$ has been provided. Email body: Additional information about Case $10051$ has been provided. Case Details Case ID: $10051$ Priority: $1000000164$ Status: $450000021$ Summary: $8$ Description: $1000000000$ | Additional information about Case $10051$ has been provided. | Approvers | |
Hold | Hold Template | Email subject: Approval for Case $10051$ has been put on hold. Email body: Approval for Case $10051$ has been put on hold. Case Details Case ID: $10051$ Priority: $1000000164$ Status: $450000021$ Summary: $8$ Description: $1000000000$ | Approval for Case $10051$ has been put on hold. | Approvers | |
More Info | More Info Template | Email subject: An approver has requested for additional information about Case $10051$. Email body: An approver has requested for additional information about Case $10051$. Case Details Case ID: $10051$ Priority: $1000000164$ Status: $450000021$ Summary: $8$ Description: $1000000000$ | An approver has requested for additional information about Case $10051$. | Approvers | |
Email Based Approval | Email Based Approval | Email subject: $10051$ has been sent for approval. Email body: Below mentioned case is sent for approval Case Details Requester: $1000000337$ Request Date: $3$ Case ID: $10051$ Priority: $1000000164$ Status: $450000021$ Summary: $8$ Description: $1000000000$ | Case $10051$ has been sent for approval. | Approvers |
Event | Template | Email content | Alert content | Recipients | Default notification method |
|---|---|---|---|---|---|
Case Watchlist Status Change | Case Watchlist - Status Change | Email subject: Watchlist Alert: $1$ Status Marked: $450000010$ by $5$. Email body: Status Marked: $450000010$ by $5$. | Watchlist Alert: Display ID Marked: $450000010$ by $5$. | Followers | |
Case Watchlist Assignment Change | Case Watchlist - Assignment Change | Email subject: Watchlist Alert: $1$ assigned to $450000152$ by $5$ Email body: Display ID was assigned to $450000152$ by $5$. | Watchlist Alert: Display ID assigned to $450000152$ by $5$. | Followers | Alert |
Case Watchlist Group Assignment Change | Case Watchlist - Group Assignment Change | Email subject: Watchlist Alert: $1$ was assigned to group $1000000217$ by $5$ Email body: Display ID was assigned to group $1000000217$ by $5$. | Watchlist Alert: Display ID was assigned to group $1000000217$ by $5$. | Followers | Alert |
Task events and templates
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BMC Helix Business Workflows provides the following default task management events and templates for a line of business:
Event | Template | Rule | Process | Email content | Alert content | Recipients | Default notification method | Conditions |
|---|---|---|---|---|---|---|---|---|
Access Change | Task Access Change - Add | Task - Audit and Notify Collaborators | NA | Email subject: You now have access to $1$ Email body: You now have access to Display ID. Task Details Task ID: $1$ Priority:$1000000164$ Status: $450000010$ Summary: $8$ Description: $1000000000$ | You now have access to $1$. | The recipient list in the template is not applicable. | Users are notified when task access is granted. | |
Agent Assignment | Task Agent Assignment |
| Task - Notifications | Email subject: $1$ has been assigned to you. Email body: $1$ has been assigned to you. Task Details Task ID: $1$ Priority:$1000000164$ Status: $450000010$ Summary: $8$ Description: $1000000000$ | $1$ has been assigned to you. | Task Assignee | Alert | NA |
Group Assignment | Task Group Assignment |
| Task - Notifications | Email subject: $1$ has been assigned to your group. Email body: $1$ has been assigned to your support group. Task Details Task ID: $1$ Priority: $1000000164$ Status: $450000010$ Summary: $8$ Description: $1000000000$ | $1$ has been assigned to your group. | Assigned group | Alert | NA |
Status Change | Task Status Change | Task - Status Change Notification | Task - Status Change Notification | Email subject: $5$ changed status of $1$ to $450000010$ Email body: $5$ changed status of $1$ to $450000010$ Task details Task ID: $1$ Priority: $1000000164$ Status: $450000010$ Summary: $8$ Description: $1000000000$ | $5$ changed status of $1$ to $450000010$ |
|
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Event | Template | Email content | Alert content | Recipients | Default notification method |
|---|---|---|---|---|---|
Approve | Task - Approve Template | Email subject: $10051$ has been approved. Email body: Task $10051$ has been approved. Task Details Task ID: $10051$ Priority: $1000000164$ Status: $450000010$ Summary: $8$ Description: $1000000000$ | Task $10051$ has been approved. | Approvers | |
More Info | Task - More Info Template | Email subject: An approver has requested for additional information about Task $10051$. Email body: An approver has requested for additional information about Task $10051$. Task Details Task ID: $10051$ Priority: $1000000164$ Status: $450000010$ Summary: $8$ Description: $1000000000$ | An approver has requested for additional information about Task $10051$. | Approvers | |
Reject | Task - Reject Template | Email subject: Task $10051$ has been rejected. Email body: Approval for Case $10051$ has been reassigned to another approver. Task Details Task ID: $10051$ Priority: $1000000164$ Status: $450000021$ Summary: $8$ Description: $1000000000$ | Task $10051$ has been rejected. | Approvers | |
Reassign | Task - Reassign Template | Email subject: Approval for Task $10051$ has been reassigned to you. Email body: Approval for Task $10051$ has been reassigned to you. Task Details Task ID: $10051$ Priority: $1000000164$ Status: $450000021$ Summary: $8$ Description: $1000000000$ | Approval for Task $10051$ has been reassigned to you. | Approvers | |
Error | Task - Error Template | Email subject: An error has occurred in the approval of Task $10051$. Email body: An error has occurred in the approval of Task $10051$. Task Details Task ID: $10051$ Priority: $1000000164$ Status: $450000021$ Summary: $8$ Description: $1000000000$ | An error has occurred in the approval of Task $10051$. | Approvers | |
Cancel | Task - Cancel Template | Email subject: Approval for Task $10051$ has been canceled. Email body: Approval for Task $10051$ has been canceled. Task Details Task ID: $10051$ Priority: $1000000164$ Status: $450000021$ Summary: $8$ Description: $1000000000$ | Approval for Task $10051$ has been canceled. | Approvers | |
New Signature | Task - New Signature | Email subject: Task $10051$ has been sent for approval.. Email body: Below mentioned Task is sent for approval Task Details Task ID: $10051$ Priority: $1000000164$ Status: $450000021$ Summary: $8$ Description: $1000000000$ | Task $10051$ has been sent for approval.. | Approvers | |
More Info Return | Task - More Info Return Template | Email subject: Additional information about Task $10051$ has been provided. Email body: Additional information about Task $10051$ has been provided. Task Details Task ID: $10051$ Priority: $1000000164$ Status: $450000010$ Summary: $8$ Description: $1000000000$ | Additional information about Task $10051$ has been provided. | Approvers | |
Email Based Approval | Task - Email Based Approval | Email subject: $10051$ has been sent for approval. Email body: Below mentioned task is sent for approval Task Details Requester: $1000000337$ Request Date: $3$ Task ID: $10051$ Priority: $1000000164$ Status: $450000021$ Summary: $8$ Description: $1000000000$ | Task $10051$ has been sent for approval. | Approvers | |
Hold | Task - Hold Template | Email subject: Approval for Task $10051$ has been put on hold. Email body: Below mentioned task is sent for approval Task Details Approval for Task Request Secondaryhas been put on hold. Task ID: $10051$ Priority: $1000000164$ Status: $450000010$ Summary: $8$ Description: $1000000000$ | Approval for Task $10051$ has been put on hold. | Approvers |
Knowledge article events and templates
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BMC Helix Business Workflows provides the following default knowledge management events and templates for a line of business:
Event | Template | Rule | Process | Email content | Alert content | Recipients | Default notification method |
|---|---|---|---|---|---|---|---|
Article Review | Article Reviewer Assignment | Knowledge Article - Notify Reviewer | KAM Notification - Assigned Users | Email subject: The Knowledge article $302300507$ is assigned to you for Review. Email body: The knowledge article $302300502$ is assigned to you for review Article Details Article ID: $1$ Title : $302300502$ | Knowledge article $302300507$ is assigned to you for Review. | Reviewer | Alert |
Article Review Overdue | Article Review Overdue | Knowledge Article - Notify ReviewDate due | KAM Notification - Assigned Users | Email subject: The Knowledge article $302300507$ is overdue for review. Email body: The knowledge article $302300502$ is overdue for your review Article Details Article ID: $1$ Title : $302300502$ | Knowledge article $302300507$ is overdue for review. |
| Alert |
Article Review Due | Article Review due | Knowledge Article - Notify Review Date due | KAM Notification - Assigned Users | Email subject: The knowledge article $302300507$ is due for review. Email body: The knowledge article $302300502$ is due for your review. Article Details Article ID: $1$ Title : $302300502$ | Knowledge article $302300507$ is due for review. |
| Alert |
Event | Template | Email content | Alert content | Recipients | Default notification method |
|---|---|---|---|---|---|
Approve | Knowledge Approve | Email subject: Article $302300507$ has been approved Email body: Article $302300507$ has been approved to be $536870913$. Article Details: | Knowledge article $302300507$ has been approved to be $536870913$. | Approvers | |
More Info | Knowledge Approval - More Info | Email subject: An approver has requested for additional information about Article $302300502$. Email body: An approver has requested for additional information about Article $302300502$. Article Details Article ID: $302300507$ Title: $302300502$ Status: $536870913$ | An approver has requested for additional information about Article $302300502$. | Approvers | |
Reject | Knowledge Approval - Reject | Email subject: Approval for Article $302300507$ has been rejected. Email body: Approval for Article $302300507$ has been rejected. Article Details Title: $302300502$ Status: $536870913$ | Approval for Article $302300507$ has been rejected. | Approvers | |
Reassign | Knowledge Approval - Reassign | Email subject: Approval for Article $302300507$ has been reassigned to you. Email body: Approval for Article $302300507$ has been reassigned to you. Article Details Title: $302300502$ Status: $536870913$ | Approval for Article $302300507$ has been reassigned to you. | Approvers | |
Cancel | Knowledge Approval - Cancel | Email subject: Approval for Article $302300507$ has been canceled Email body: Approval for Article $302300507$ has been canceled. Article Details Status: $536870913$ | Approval for Article $302300507$ has been canceled. | Approvers | |
New Signature | Knowledge Approval - New Signature | Email subject: Article $302300507$ has been sent for $536870913$. Email body: Article $302300507$ has been sent for $536870913$. Article Details Title: $302300502$ | Article $302300507$ has been sent for $536870913$. | Approvers | |
More Info Return | Knowledge Article - More Info Return | Email subject: Additional information about Article $302300507$ has been provided. Email body: Additional information about Article $302300507$ has been provided. Article Details Article ID: $302300507$ Title: $302300502$ Status: $536870913$ | Additional information about Article $302300507$ has been provided. | Approvers | |
Email Based Approval | Knowledge Email Based Approval | Email subject: Article $302300507$ has been sent for approval Email body: The article below has been sent for approval. Article Details Article ID: $302300507$ Title: $302300502$ Status: $536870913$ | Article $302300507$ has been sent for approval. | Approvers | |
Hold | Knowledge Approval - Hold | Email subject: $536870913$ for Article $302300507$ has been put on hold Email body: $536870913$ for Article $302300507$ has been put on hold. Article Details Article ID: $302300507$ Title: $302300502$ | $536870913$ for Article $302300507$ has been put on hold. | Approvers |
Service level management events and templates
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BMC Helix Business Workflows provides the following default service level management events and templates for a line of business:
Social events and templates
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BMC Helix Business Workflows provides the following default social events and templates for a line of business:
The notification template for social events contains the following placeholders for the variables that are related to activity feed updates in cases:
- $2$—Placeholder for an agent who adds a note.
- $450000152$—Placeholder for a record in the activity feed.
- $450000154$—Placeholder for the actual note that is added.
When a notification is triggered for a case or task, these placeholders display the actual value of the variable.
For example, when a social notification is triggered for a case, the placeholder $450000154$ displays the actual note in the notification that an agent has added to the case activity feed.
- Social events and notifications for cases
- Social events and notifications for tasks
- Social events and notifications for cases and tasks
- Social events and notifications for knowledge articles
Event | Template | Email content | Alert content | Recipients | Default notification method | Conditions |
|---|---|---|---|---|---|---|
Case activity note with Email - Notify assignee | Case activity note with Email - Notify assignee | Email subject: $Author$ added a note to 450000152 Email body: $Author$ added a note to 450000152 Note: $EmailDetails$ | $Author$ added a note to 450000152 Note: $EmailDetails$ | Case assignee | Case assignee is notified about email related activities. | |
Case activity note - Notify assignee | Case activity note - Notify assignee | Email subject: $2$ added a note to $450000152$ Email body: $2$ added a note to $450000152$ Note: $304412031$ | $2$ added a note to $450000152$ | Case assignee | Case assignee is notified when a note is added to a case activity. | |
Case activity note with attachment - Notify assignee | Case activity note with attachment - Notify assignee | Email subject: $2$ added a note to $450000152$ Email body: $2$ added a note to $450000152$ Note: $304412031$ Note contains an attachment. | $2$ added a note to $450000152$ Note: $450000154$ Note contains an attachment | Case assignee | Case assignee is notified when a note is added to a case activity | |
Case activity note - Notify tagged person | Case activity note - Notify tagged person | Email subject: $2$ mentioned you on $450000152$ Email body: $2$ mentioned you on $450000152$ Note: $304412031$ | $2$ mentioned you on $450000152$ Note: $450000154$ | Tagged person | Tagged person in case activity is notified. | |
Case activity note - notify requester | Case activity note - notify requester | Email subject: $2$ added a note to KEYWORD($450000029$|$450000199$) Email body: Dear Requester $450000185$, $2$ added a note to $450000152$. Service request: $450000029$ | Dear Requester $450000185$, $2$ added a note to $450000152$. Service request: $450000029$ | Case requester | Case requester is notified when a note is added to a case. | |
Case activity note with attachment - Notify requester | Case activity note with attachment - Notify requester | Email subject: $2$ added a note to KEYWORD($450000029$|$450000199$) Email body: Dear Requester $450000185$, $2$ added a note to $450000152$. Service request: $450000029$ Note contains an attachment. | Dear Requester $450000185$, $2$ added a note to $450000152$. Service request: $450000029$ | Case requester | Case requester is notified when a note with an attachment is added to a case. |
Event | Template | Rule | Process | Email content | Alert content | Recipients | Default notification method | Conditions |
|---|---|---|---|---|---|---|---|---|
Task activity note - Notify task assignee | Task activity note - Notify task assignee | Send Notification (Rule is triggered from the Social Service) | Task - Notifications - Social Notes (Process is executed in the Task Management Service) | Email subject: $2$ added a note to $450000152$ Email body: $2$ added a note to $450000152$ Note: $450000154$ | $2$ added a note to $450000152$ Note: $450000154$ | Task Assignee | Task assignee is notified when a note is added to a task that is assigned to the task assignee. | |
Task activity note with attachment - Notify task assignee | Task activity note with attachment - Notify task assignee | Send Notification (Rule is triggered from the Social Service) | Task - Notifications - Social Notes (Process is executed in the Task Management Service) | Email subject: $2$ added a note to $450000152$ Email body: $2$ added a note to $450000152$ Note: $450000154$ Note contains an attachment. | $2$ added a note to $450000152$ Note: $450000154$ Note contains an attachment. | Task Assignee | ||
Task activity note - Notify tagged person | Task activity note - Notify tagged person | Send Notification (Rule is triggered from the Social Service) | Task - Notifications - Social Notes (Process is executed in the Task Management Service) | Email subject: $2$ mentioned you on $450000152$ Email body: $2$ mentioned you on $450000152$ | $2$ mentioned you on $450000152$ | Tagged person | Tagged person is notified when a note is added to a task that is assigned to the task assignee. |
Event | Template | Rule | Process | Email content | Alert content | Recipients | Default notification method | Conditions |
|---|---|---|---|---|---|---|---|---|
Task activity note - Notify case assignee | Task activity note - Notify case assignee | Send Notification (Rule is triggered from the Social Service) | Task - Notifications - Social Notes (Process is executed in the Task Management Service) | Email subject: $2$ added a note to $450000152$ Email body: $2$ added a note to $450000152$ Note: $450000154$ | $2$ added a note to $450000152$ Note: $450000154$ |
| Case assignee is notified when a note is added to any task in a case that is assigned to the assignee. | |
Task activity note with attachment - Notify case assignee | Task activity note with attachment - Notify case assignee | Send Notification (Rule is triggered from the Social Service) | Task - Notifications - Social Notes (Process is executed in the Task Management Service) | Email subject: $2$ added a note to $450000152$ Email body: $2$ added a note to $450000152$ Note: $450000154$ Note contains an attachment. | $2$ added a note to $450000152$ Note: $450000154$ Note contains an attachment. |
|
Event | Template | Rule | Process | Email content | Alert content | Recipients | Default notification method | Conditions |
|---|---|---|---|---|---|---|---|---|
Knowledge activity note - Notify tagged person | Knowledge activity note - Notify tagged person | Send Notification (Rule is triggered from the Social Service) | Knowledge- Notifications - Social Notes (Process is executed in the Task Management Service) | Email subject: $2$ mentioned you on $450000152$ Email body: $2$ mentioned you on $450000152$ | $2$ mentioned you on $450000152$ | Knowledge article Assignee | - |
Default incoming email notification templates
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The notification templates for incoming emails are used to send notifications when the incoming emails are not processed because an error occurred or were rejected. The events and templates are listed under Line of Business = NONE in the Notification Template console.
BMC Helix Business Workflows provides the following default incoming email notification events and templates for a line of business:
Event | Template | Rule | Process | Email content | Alert content | Recipients | Default notification method |
|---|---|---|---|---|---|---|---|
Email - Status Update | Email - Status Update | Monitor BWF Incoming Email Message Status Triggers when an incoming email is not processed correctly. The email status would be either in New or In progress status. | Monitor Incoming Email Message Status | Email Subject: ERROR: Business Workflows incoming emails are not processed. Email Body: Warning: Some incoming emails are not processed. The status of such emails would be New or In Progress status. | ERROR: Business Workflows incoming emails are not processed. | A case business analyst specifies the recipients. Learn how to add recipients to the template in Creating-notification-events-and-templates. | |
Email - Rejected | Email - Rejected | BWFA Incoming Messages - Send Notification Triggers when an incoming email is rejected. | BWFA Incoming Messages - Send Notification | Email Subject: Email Rejected : $Subject$ Email Body: Note: The following email has been rejected by the system. —————————————————— From email ID: $From$ | Email Rejected : $Subject$ | A case business analyst specifies the recipients. Learn how to add recipients to the template in Creating-notification-events-and-templates. | |
Email - Error | Email - Error | BWFA Incoming Messages - Send Notification Triggers when an incoming email results into an error status. | BWFA Incoming Messages - Send Notification | Email Subject: Email Error : $Subject$ Email Body: Note: An error occurred for the following email. —————————————————— | Email Error : $Subject$ | A case business analyst specifies the recipients. Learn how to add recipients to the template in Creating-notification-events-and-templates. | |
Email - Notify Requester - Error | Email - Notify Requester - Error | Email Subject: ERROR: $450000166$ Email Body: Dear User, | Error: $Subject$ | A case business analyst specifies the recipients. Learn how to add recipients to the template in Creating-notification-events-and-templates. |
'None' line of business
The None line of business is the default line of business in which new templates and events are available. Notifications that are not available in the BMC Sample Facilities, BMC Sample Finance, and BMC Sample Human Resource lines of business are available in the None line of business.
To use a notification template from the None line of business, you must copy it from None to your target line of business, and then use the template from the target line of business in your cases. For example, the to-do notification template is available in the None line of business. Use it by copying it to your target line of business.
After upgrading BMC Helix Business Workflows from an earlier version, an existing customer can start using the to-do template from the None line of business.
Where to go from here
Learn about how to copy a notification template in Creating-notification-events-and-templates.