Notifications
Default and custom notifications
In BMC Helix Business Workflows, the following notifications are available to use:
- Default notifications—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.
For more information about the default notifications, see Notification-events-and-templates. - Custom notifications—To notify a user or support group, a case business analyst can create custom notifications for records like cases, tasks, and knowledge articles, service targets for cases and tasks, activity feeds, and case approvals.
For more information about the process of creating notifications, see Creating-custom-notifications.
Notification types and components
BMC Helix Business Workflowssupports the email and alert notification types.
Notifications in BMC Helix Business Workflows consist of components such as module, event, template, process, and rule. When creating a notification, a case business analyst defines these components to specify when the notification should be sent, the notification content, and the recipients.
The following table describes the purpose of the notification components:
Component | Purpose |
|---|---|
Module | Display the predefined recipients and fields from a record while creating a notification template |
Event | Define an event name in the product for which you want to create a notification |
Template | Draft the notification message and define the message's language, recipients, notification method, and other basic details |
Process | Define a trigger condition for a notification related to cases |
Rule | Define a trigger condition for a notification related to tasks or knowledge articles |