This documentation supports the 19.08 version of BMC Digital Workplace Advanced.

To view an earlier version, select the version from the Product Version menu.

Configuring status updates and notifications


BMC Digital Workplace enables users to quickly see the status of important services. Giving users the ability to see whether a problem is local or system-wide reduces the number of support calls and additional steps on the part of the end user.

With BMC Digital Workplace, users can receive the following notifications when important events occur:

  • In-app notifications, which are bell notifications

  • Email notifications

  • Push notifications

Note

For the end users to receive email notifications, the system administrator must configure the email server information of the company and verify that the users have valid email accounts with the specified server. The BMC Digital Workplace administrator must provide the Backend URL. For more information, see Configuring email notifications.

Email notifications have the following supported options:

1. The following email clients are supported for receiving BMC Digital Workplace email notifications:

  • Microsoft Outlook (both desktop and web clients)
  • Gmail

2. If the BMC Digital Workplace administrator rebrands the application, the email notifications are automatically rebranded with the new logo, product name, and global navigation style. For more information about rebranding BMC Digital Workplace, see Rebranding BMC Digital Workplace.

Note

Email notifications cannot be localized.

To enable configurable notifications in BMC Digital Workplace

Have each end user perform the following steps to receive the required notifications:

Note

Configurable notifications are disabled by default after installation and for newly added users.

  1. In the BMC Digital Workplace end user console, go to Preferences > Notification settings.

  2. Enable notifications for one or more of the following events:

    • Approvals 

      In Approvals, click Edit and select the required notification types.

      Note

      If the BMC Digital Workplace administrator disables the Approvals feature in Admin console > Configuration, the Approval notifications section is hidden from end users on their Preferences page.

    • Requests
      In Requests, click Edit and select the required notification types.

    • Feedback survey
    • Social activity

Notes

  • Notifications for broadcasts are not configurable, and end users cannot disable them.

  • Notifications for new and cancelled appointments are not configurable, and end users cannot disable them.

To enable notifications for service health items

  1. Go to My Stuff > Service health, and then navigate to a specific service page.
  2. On the service health item page, select the notifications that you want to receive for this particular item.

Notification events and types of notifications

The following table describes the events for which notifications are sent to end users and the types of notifications that can be sent for each event:

Notification eventDescriptionIn-app
notification
Push
notification
Email
notification

Request status change


Note: BMC Digital Workplace supports notifications for the following types of requests:

  • Requests from BMC Remedy IT Service Management 
  • Requests from BMC HR Case Management

  • Requests from BMC Helix Business Workflows

  • Requests from BMC Digital Workplace Catalog

Users who request a service receive notifications when the status of the service changes, for example, from In Progress to Completed.

Note: Users do not receive notifications about a request status change if the request is created by an agent in BMC Helix Business Workflows.


Note: Users do not receive notifications when a BMC Digital Workplace Catalog request status is changed to In Progress.

no

yes

yes

Delegation ruleUsers who are specified as delegates receive notifications when the original approver creates, edits, or cancels a delegation rule.

yes

yes

yes

Request comment

Users receive a notification when an approver or a service request agent adds an activity log or a comment to the service request they raised.

Requesters receive push and email notifications when a new comment or attachment is added to an approval for a BMC Digital Workplace Catalog or BMC Helix Business Workflows service.

Notes:

  • Users do not receive notifications about comments to BMC HR Case Management requests.
  • Users do not receive notifications about request comments if the comments are added by an agent in BMC Helix Business Workflows.

yes

yes

yes

Approvals

Users receive in-app notifications when the following events occur:

  • Approvers receive a notification when a new change approval request or service approval request is created.
  • Requesters receive a notification when the change request or service request they raised is approved or rejected.

Users receive push and email notifications when the following events occur:

  • Approvers receive notifications about their new approvals (single and grouped requests).
  • Approvers receive notifications when a new comment or attachment is added to an approval.
  • Requesters receive notifications when a single request, a group order, or a bundle is submitted.

yes

yes

yes

Broadcasts

Administrators can use broadcasts to notify users about events, updates, and important information. These broadcasts appear in the BMC Digital Workplace end user console for users.

Users cannot disable broadcast notifications.

yes

yes

no

Social activity

Users receive notifications when the following events occur:

  • A user is mentioned in a post created by another user.
  • Another user comments on a post in which the current user is mentioned.
  • Another user comments on the post of a current user.

no

yes

yes

Feedback survey

Users get feedback notifications for their recently completed IT service requests and HR requests. Notifications are sent when the following conditions are met:

  • The service request has a survey mapped to it.
  • The service request status changes to Completed.
  • The user has enabled survey notifications.

Notes:

yes

yes

yes

The following table describes the events for advanced features for which notifications are sent to end users and the types of notifications that can be sent for each event:

Notification eventDescriptionIn-app
notification
Push
notification
Email
notification
Service health status change

Users can get automatic status updates for services they are interested in, such as email and SharePoint.

Users can enable or disable the notifications of services that they follow by navigating to the specific service page.

yes

yes

yes

New appointment

Users receive notifications about new appointments that they create in BMC Digital Workplace.

Users cannot enable or disable these notifications as they are part of in-app and email notifications.

yes

no

yes

Cancelled appointment

Users receive notifications about cancelled appointments in BMC Digital Workplace.

Users cannot enable or disable these notifications as they are part of in-app and email notifications.

no

no

yes

Shared requestUsers receive enhanced email and push notifications when their requests are shared with other users.

no

yes

yes

For information about notifications in BMC Digital Workplace Catalog, see Status updates and notifications from BMC Digital Workplace Catalog.

For more information about the types of notifications that requesters, OBO users and collaborators receive, see Processing business requests

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