Creating rules to trigger notifications for records

As a case business analyst, you can create custom notifications for tasks and knowledge articles by using the Rule designer in BMC Helix Innovation Studio to notify agents or support groups about certain changes in tasks and knowledge articles such as, status change, priority change. For more information about notifications, see Notifications. 

To create a notification for a task or knowledge article record instance, you must complete the following tasks:

To create a process to define an event

1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
2. Click the application name in which you want to create the process.
3. On the application page, click Processes, and then, click New.
4. From the Palette, drag the Send Notification Using Event element. 
   By default, the Start and End elements are displayed on the canvas.

5. Complete the fields according to your requirements.
   The following tables describe the fields in detail:

   Description of fields in Process Properties

   Section	Field	Description
   GENERAL	Name	Enter the name of the process. Use this process while creating a rule so that the process is run when the notification is triggered.
   VARIABLES	Add/Remove Variables	The process obtains the required record details from the specified variable. Enter the name of the first variable. Under Input/Output Variable, Input is selected by default. In Data Type, select Record. In Record Definition, select the record for which you want to create the notification. Click Save.

   The following figure shows the sample field values in Process Properties:

   

   Description of fields for the Send Notification Using Event element

   Section	Field	Description
   INPUT MAP	Event Name	To select the event for which you want to run the process, click Select Event. A list of all available events is displayed. To select a specific event, search or filter for the event. Select the event, and click Save. For example, you want to create a notification to notify an article assignee when the status of an article changes. To do this, you create an event, a notification template, and a process. In the process, you select the Case Status Change event.
   	Module Name	From the list, select the Module name. Examples: Cases, Knowledge, Social, Tasks, Person.
   	Source Record Instance Id	Click Click to build and expression. In the Available Values section, under Process Variables, expand the record fields, and add ID. Note: The input variable that you provide for the process is displayed under Process Variables in the expression builder for Source Record Instance Id.
   	Recipient List	Click Click to build and expression. Add comma-separated external email IDs to which you want to send email notifications. For example, hr@abcsoftware.com, alexwilson@abcsoftware.com.
   	Adhoc Recipients	This field is required when you are defining adhoc recipients in the process.  Click Click to build and expression. Select the output variable that you defined in the Create Document element.
   	Attachment	You can attach a file while sending an email notification. In the Edit Expression dialog box, select the variable from the list that you want add as an attachment. Note: Value for this field must be an attachment object.
   	Attachment List	You can send a list of attachments when sending an email notification. Click Click to build and expression. In the Edit Expression dialog box, select the variable from the list that you want to add as an attachment. Note: Value for this field must be a list of attachments.

   The following figure shows the sample field values for the Send Notification Using Event element:

   

6. Click Save.

   For example, you want to create a notification to notify an article assignee when the status of an article changes. To do this, you first create an event, a notification template, and a process. Then, you create a rule to trigger the notification. When an agent changes the status of an article, the notification is sent to the article assignee.

To create a rule

1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
2. Click the application or library in which you want to create the rule.
3. On the application or library page, click Rule, and then, click New.
4. From the Palette, drag the Qualification and Start Process elements on the canvas.
   By default, the Trigger element is displayed on the canvas.
5. Complete the fields according to your requirements
   The following tables describe the fields in detail:
   • Description of fields in Rule Properties

     Section	Field	Description
     RECORD DEFINITIONS	Add/Remove Record Definitions	Click this link to add the record for which you want to create the notification.

   • Description of fields for the Trigger element

     Section	Field	Description
     GENERAL	Trigger Type	Because notifications are sent for record instances, select Record Event.
     	Record Event	Select the type of event for which you want to create the notification. For example, you want to notify an article assignee about the status change of an article. This notification is sent only after the article status changes. For this notification, you specify the Record Event as After Update. For more information, see Defining a trigger for a rule.
     OPTIONS	Execution Order (1 - 1000)	Determines the precedence for rules when more than one rule is associated with the same record definition and record event.

   • Description of fields for the Qualification element

     Section	Field	Description
     GENERAL	Expression	Enter the condition for the notification to be triggered.

   • Description of fields for the Start Process element

     Section	Field	Description
     GENERAL	Process To Start	Select the process that you want to execute with the rule.
     INPUT MAP	Click to build expression	From the fields available for the selected record, add .

6. Click Save.

Learn more about rules in Creating rules.

Creating custom notifications for records

This use case describes how as an administrator and case business analyst can create a notification by using the Rule designer for a task, knowledge article, or any record other than case.

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 knowledge article changes its status and the article assignee must be notified about the change. A case business analyst creates a custom notification to notify the article assignee. Whenever a case agent changes the status of a knowledge article, the article assignee is notified.

Roles involved in this use case

This use case involves the following user roles:

• Case business analyst
• Case agent

Workflow

The following figure provides an overview of creating a custom notification using rule designer:

 Where to go from here

Examples-of-creating-custom-notifications