Phased rollout

This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout. Click here to view an earlier version.

Configuring notifications for people records

As an administrator, you can configure notifications to send alerts or email notifications to users to notify them about certain events for all BMC Helix ITSM and BMC Helix Innovation Studio applications.

For example, when an employee's leave request is approved, an email notification is sent to the employee. Whereas, when a new task is assigned to an employee, an alert notification is sent to the employee that is displayed on the in the notification option .

Notifications can be text messages or HTML messages that are sent from an application user. The following images show sample notifications:

View notification_step 1.png

View all notifications.png

The annotations in the image are described in the following table:

Annotation

Description

1Notification count is the count of active notifications.
2View all is used to display all the notifications.
3Delete icon is used to delete the notification.

You can configure notification settings such as notification recipients (group or individual) or notification text. You can customize an individual's notification preferences. Notification preferences vary by module, such as the BMC Helix ITSM: Asset Management and BMC Helix ITSM: Change Management applications, and by event, such as asset scheduled maintenance. Default notification preferences are predefined for each module and event. If the default settings meet your needs, you do not need to customize the preferences.

To change notification availability and language

You can enable notifications for an individual and set the language in which notifications are to be delivered.

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, select Foundation > People, and click Open.
  3. On the People form, search for the person.
  4. Select the person, and then click the Notifications tab.
  5. Update the properties as described in the following table:

    FieldDescription
    Notification AvailabilitySelect the appropriate value for the person.
    Notification LanguageSelect the language for the notifications received by the person. If this field is blank, English is used as the notification language.
    IS Notify Mechanism

    Select the default method for sending the notification to the recipients.

    • None—You do not want to receive any notifications.
    • Alert—The specified users are notified with entries in the Alert Events form. Users can view their list of alerts and open the originating requests.
    • Email—The notification is sent to the specified recipients by email. You can identify AR System server recipients by their AR System user or group names, or enter email addresses to notify any recipient inside or outside of AR System server.
    • Alert and Email—The notification is sent to the specified recipients by an alert message and an email.
  6. Click Save.

To set notification preferences

  1. From the Application Administration Console, click the Custom Configuration tab.
  2. From the Application Settings list, select Foundation > People > People, and click Open
  3. On the People form, search for the required person.
  4. On the Notifications tab, click Update Notification Preferences.

    The Notification Preferences form appears.

  5. Click Create. The fields in the Notification Preferences form are cleared. Notification Preference entries are based on the information in the Module and Notification Event fields. You can use the support fields to further customize when a notification will be sent.
  6. Select the module for which to customize a notification, such as BMC Helix ITSM: Asset Management or the Problem Management feature of BMC Service Desk.
  7. Select the Notification Event for the customization. Notification events that are available vary based on the module you select.
  8. (Optional) Further classify this event by selecting information in the support fields. For example, you can specify that assignment notifications be received for specific groups that the person is related to and not others.
  9. Select a status.
  10. Select Yes or No for the following required fields:
    1. In the Use Business Hours and Use Business Holidays fields, select Yes to use business hours and holidays for notifications.
    2. In the Individual Notifications field, select No if you do not want to receive individual notifications about assignments for the selected event and module.
    3. In the Group Notifications field, select No if you do not want to receive group notifications about assignments for your group for the specified event and module.

  11. Select the notification method for the selected event and module. 

    Notification method

    Description

    None

    You do not want to receive any form of notification.

    Alert

    You will receive a notification through alerts on the UI.

    Email

    You will receive an email notification.

    Alert and EmailYou will receive a notification through alerts and through an email.

    (clear)

    Clears the selection in this field.

    A notification event can be used with pager notifications. For example, you can receive a pager notification and an email notification for a specified event and module.

  12. Click Add to add this custom notification to the Notification Preferences table.

    Custom notification preferences appear in the Notification Preferences table with User as the Notification Type. System-defined notification preferences have System Default as the Notification Type. Only the Remedy Administrators can modify or remove system default notification preferences from the list. Custom notification preferences take precedence over the system defaults when the application determines how to send notifications to a person.

  13. To make modifications to a customized notification preference, select the preference and then click Modify. To delete a notification preference, select the item to delete, and then click Delete.

    Only fields on the right column of the Notification Event tab and for entries that have a Notification Type (column) of User can be modified.

  14. Click Close.

    To enable the Delete button in the Notification Preferences form after you have created a notification preference, click View next to Select a Mode.

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