In BMC Helix Business Workflows, certain events trigger the notifications. Notifications are a great way to inform the required individual about an event so that the individual has the latest information and can take the required actions accordingly.
For example, a facilities case is assigned to a case agent and the case agent receives a notification for the case assignment. The case agent does not have to search for the case in the Cases workspace. After receiving the notification, the case agent starts working on the case.
BMC Helix Business Workflows provides templates for email and in-app notifications. The notification content is defined in a notification template that provides structure and formatting for the notification.
Out-of-the-box notifications
Notifications for the following events are available out-of-the-box:
- Case and task assignments
- Case and task activity feed updates
- Case and task status change
- Case service target updates
- Knowledge article assignments and reviews
Out-of-the-box case management events and templates
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Information
In the notification template, variables like 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.
The following table describes the out-of-the-box notifications for cases:
| | | | | | | | Default notification method | |
|---|
| | | - Case - Initialize - After Create—Triggered when a case is assigned to a case agent for the first time.
- Case Assignee Change Notification—Triggered when a case is reassigned to a case agent.
| 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 - Initialize - After Create—Triggered when a case is assigned to a support group for the first time.
- Case Support Group Change Notification—Triggered when a case is reassigned to a support group.
| 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. | | | |
| | 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 is notified when another agent changes the status of a case that is assigned to the case assignee. |
Out-of-the-box task management events and templates
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Information
In the notification template, variables like Task 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 Task ID has a corresponding placeholder $1$. When a notification is triggered for a task with ID as Task-1234, the placeholder $1$ displays the actual task ID Task-1234 in the notification.
The following table describes the out-of-the-box notifications for tasks:
| | | | | | | | Default notification method | |
|---|
| | | - Task - Initialize After Create—Triggered when a task is assigned to a case agent for the first time.
- Task Assignee Change Notification—Triggered when a task is reassigned to a case agent.
| | 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 - Initialize After Create—Triggered when a task is assigned to a support group for the first time.
- Task Support Group Change Notification—Triggered when a task is reassigned to a support group.
| | 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. | | | |
| | 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 $450000010$ | - Task Assignee
- Case Assignee
- (Notification is sent only for activation of a task) Group to which the task is assigned.
| | - Task assignee is notified when the status of a task that is assigned to the assignee is changed.
- Case assignee is notified when the status of a task in a case that is assigned to the assignee is changed.
|
Out-of-the-box social events and templates
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Information
The notification template for social events contains the following placeholders for the variables that are related to activity feed updates in cases and tasks:
- $2$—Placeholder for an agent who adds a note.
- $450000152$—Placeholder for a task and case 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.
The following table describes the out-of-the-box notifications for the activity feed updates in cases and tasks:
| | | | | | | | Default notification method | |
|---|
| Notes from Activity Feed in Case | Notes from Activity Feed in Case | Send Notification (Rule is triggered from the Social Service) | Case - Notifications - Social Notes (Process is executed in the Case 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 a case that is assigned to the case assignee. |
Notes from Activity Feed in Case with Attachment | Send Notification (Rule is triggered from the Social Service) | Case - Notifications - Social Notes (Process is executed in the Case 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 | | |
Notes from Activity Feed in Task | Notes from Activity Feed in Task | 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
- Case Assignee
| | - Task assignee is notified when a note is added to a task that is assigned to the task assignee.
- Case assignee is notified when a note is added to any task in a case that is assigned to the assignee.
|
Notes from Activity Feed in Task with Attachment | 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
- Case Assignee
| |
Out-of-the-box knowledge management events and templates
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Information
In the notification template, variables Article ID and Title have corresponding placeholders. When a notification is triggered, these placeholders display the current value of that variable.
For example, a variable Article ID has a corresponding placeholder $1$. When a notification is triggered for an article with ID as Article-1234, the placeholder $1$ displays the actual article ID Article-1234 in the notification.
The following table describes the out-of-the-box notifications for knowledge articles:
| | | | | | | | Default notification method |
|---|
| | 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. | | |
| | 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. | | |
| | Knowledge Article - Notify ReviewDate 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. | | |
Out-of-the-box service level management events and templates
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Information
In the notification template, variables like 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.
The following table describes the out-of-the-box notification for the service target status of cases:
| | | | | | | Default notification method |
|---|
| | | A notification is triggered based on the milestone action that a case business analyst defines while configuring a service target. For more information, see Configuring service targets. | Email subject: The Service target associated with $1$ is missed. Email body: The Service target associated with $1$ is missed. Case Details Case ID: $1$ Priority: $1000000164$ Status: $450000010$ Summary: $8$ | Service target associated with $1$ is missed. | A case business analyst specifies the recipients while configuring a service target. | A case business analyst specifies the default method to send notification while configure a service target. |
Note
If the default notification method specified for an agent and out-of-the-box notification differ, the method specified for the agent is used to notify the agent.
For example, out-of-the-box, when a case status changes, an alert notification is sent to the case assignee. The default notification method for the case assignee is set as Email. When the case status changes, the case assignee receives an email notification instead of an alert notification.
Custom notifications
A case business analyst can create custom notifications for approvals, cases, tasks, service targets (or milestones), and knowledge articles according to the business requirements.
For creating notifications that are related to approvals and milestones, consider the following details:
Approval notifications—According to the business requirements, a case business analyst can create notifications that are related to approvals like notify a requester when a case is approved or rejected, or notify an approver about a case that needs an approval.
For more information about sending approval notifications, see Creating approval notifications to notify approvers.
- Milestone notifications—To create a milestone notification, the case business analyst must create an event corresponding to the milestone. The case business analyst needs to associate the event with a notification template. After the event occurs, the template with which the event is associated is used to send the notification. The trigger conditions for milestone notifications are defined while configuring service targets. For more information about creating milestone notifications, see Configuring service targets.
Adding users in BMC Helix Business Workflows
Creating custom notifications
Troubleshooting errors