Creating custom notifications for cases
Scenario
BMC Helix Business Workflows enables you to create custom notifications for your company according to your requirements.
Consider a scenario where a case agent who has access to a case changes its priority to Critical and the case assignee must be notified about the change. You create a custom notification for case priority change and whenever the priority of a case is changed to Critical, the case assignee is notified.
Roles involved in this use case
Agents with the following roles perform certain tasks in this use case:
- Case Business Analyst
- Case Agent
Workflow
The following figure provides an overview of creating a notification:
The following table lists the tasks that you need to perform to create a notification for a case:
Task | Action | Product | Description | Reference |
|---|---|---|---|---|
1 | Create an event. | BMC Helix Business Workflows | Define the event details like name, status, accessibility, and so on. | |
2 | Create a notification template. | Define the template details like name, associated event, recipients, localized messages, and so on. | ||
3 | Create a process. | BMC Helix Innovation Studio | Define a trigger condition for the notification and to associate an event with the process. | |
4 | Register a process. | BMC Helix Business Workflows | Ensure that the process is available in BMC Helix Business Workflows and you can use it in a Flowset. | |
5 | Define a Flowset. | Use the process that triggers a notification for a specific line of business. | ||
6 | Create a case template. | Associate a Flowset with a case template so that when an agent creates a case by using this case template, the Flowset is also associated with the case. |