Configuring email notifications

To allow end users receive email notifications for services, a system administrator must verify that users have valid email accounts with the company's server and configure the mail server information. A BMC Digital Workplace administrator must then configure the Backend URL in the Admin console to point to the required host.

Users can then enable email notifications for specific events in their BMC Digital Workplace console. For more information about notification events and types of notifications for end users, see Configuring status updates and notifications for end users.

Configuring processes to send notifications to users Open link

The following video (2:42) describes how you can configure email notifications in the BMC Digital Workplace Admin console.

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https://youtu.be/pnbSLCeVl9U

To verify that users have valid email accounts

Note

Notifications use the work email address defined in the CTM:People form of BMC Remedy ITSM. If a user specifies an additional email address in the BMC Digital Workplace settings, this email address is not used for notifications.

To enable end users to update their work email address from their profile on BMC Digital Workplace, you must enable the User Profile Data Editing setting in the BMC Digital Workplace Admin console. When this setting is enabled, the work email address updated in BMC Digital Workplace is synchronized with the CTM:People form. For more information about this setting, see Changing client functionality options.

From the Application Administration Console, click the Custom Configuration tab.
From the Application Settings list, select Foundation > People > People, and then click Open.
Verify the email address on the General tab.

To configure BMC Digital Workplace to work with your email server

From the BMC Digital Workplace server, open the TomcatInstallFolder/external-conf/connect-dwp.properties file in a text editor.

Add the following parameters, and provide the values for your company.

Note

The smtp.account and smtp.pwd parameters are optional.

The file includes these sample parameters that are commented out.

Email server properties

smtp.host=<mailhost>.<domain>
smtp.port=<portNumber>
smtp.account=<accountname>@<domain>
smtp.pwd=<password>

If you use the Gmail SMTP server, add the following parameters:

Gmail SMTP server properties

smtp.host=smtp.gmail.com 
smtp.port=465 
smtp.account=xxxxxxxxxxxx 
smtp.pwd=xxxxxxx
mail.smtp.ssl.enable=true

Example email settings

smtp.host=mailhost.calbro.com
smtp.port=25
#To enable SSL connection, use 465 port. To enable TLS connection, use 587 port. 
smtp.account=dwp@calbro.com
smtp.pwd=calpass

Restart the Tomcat server.

To configure the email notifications content

To configure the email notifications content, in the BMC Digital Workplace Admin console, go to Configuration > Email, fill in the fields, and save the changes:

Field	Description
Sender	The From address displayed to end users in the email.
Service Change Email Subject	Custom subject of the email about a service status change. You can use the following placeholders to customize the email subject: $serviceName$, $serviceNewStatus$, $serviceOldStatus$. Example: $serviceName$ status has changed from $serviceOldStatus$ to $serviceNewStatus$. End users will see the following email subject: Refund request status has changed from In Progress to Closed.
Microblog Activity Email Subject	Custom subject of the email about mentions (with the @ symbol) in posts. For example, your colleague mentions you in the feed. The email notification is sent to your email address with the subject Microblog Activity Notification or You have been mentioned in the feed.
Backend URL	Link to your BMC Digital Workplace URL, for example, *http://hostname:port/dwp* Email notifications can include deep links that open the applicable area of BMC Digital Workplace. For example, an email notification about a service status change includes a link to the service profile in BMC Digital Workplace. If the backend URL is not configured, end users do not receive email notifications.

Configuring email notifications

To verify that users have valid email accounts

To configure BMC Digital Workplace to work with your email server

To configure the email notifications content

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