Status updates and notifications from BMC Digital Workplace

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—are bell notifications
Push notifications—are sent to mobile devices
Email notifications

By default, notifications in BMC Digital Workplace are turned off.

To receive in-app and email notifications, users must enable them in user preferences. For details about how to enable notifications in user preferences, see Configuration options for the end user console.

To receive push notifications, users must enable this option on their mobile devices.

Related topics

Configuring email notifications

Creating broadcasts

Adding broadcasts in the BMC HR Case Management documentation

Status updates and notifications from BMC Digital Workplace

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 event	Description	In-app notification	Push notification	Email notification
Service Request status change	Users who requested a service receive a notification when the status of that service changes, for example, from In Progress to Completed. Users can enable or disable these notifications from the user preferences > Notification Settings > Requests.
Delegation rule	Users who are specified as delegates receive notifications when the original approver has created, edited or cancelled a delegation rule.
Service 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. Users can enable or disable these notifications from the user preferences > Notification Settings > Requests. Important: If multiple comments are added in the activity log, the notification for only the newest comment is displayed in the in-app notification (bell icon).
Approvals	Users receive notifications when the following events occur: Change Request approval—Approvers get a notification when a new Change approval request arrives. Change Request approved or rejected—Requesters receive a notification when the change request they raised is either approved or rejected. Service Request approval—Approvers get a notification when a new Service approval request arrives. Service Request approved or rejected—Requesters receive a notification when the service request they raised is either approved or rejected. Users cannot disable approval notifications.
Broadcasts	Administrators can use broadcasts to notify users about events, updates, and important information. These broadcasts appear in users' BMC Digital Workplace news feeds and also trigger notifications. Users cannot disable the broadcast notifications.
Social activity	Users receive notifications when the following events occur: A user is mentioned in another user's post Another user commented on a post in which the current user is mentioned Another user commented on the current user's post Users can enable or disable these notifications from the user preferences > Notification Settings > Social Activity.
Satisfaction Survey is sent	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 Users can enable or disable push notifications and email notifications from user preferences > Notification Settings > Feedback Survey. Note: The Feedback Surveys notification settings are available in the user preferences only if this feature is enabled in the Admin console. For information about how to enable surveys, see Mapping satisfaction surveys to service requests in BMC Digital Workplace. Users cannot disable survey notifications they receive under the bell icon.

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 event

Description

In-app
notification

Push
notification

Email
notification

Service health status change

Users can also get automatic status updates for services they are interested in, such as Email, Sharepoint, and similar.

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

New appointment

Users can get notifications for any new appointments they have created in BMC Digital Workplace.

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

Canceled appointment

Users can get notifications for any appointments canceled in BMC Digital Workplace.

Users cannot separately enable or disable these notifications; they are part of email notifications.

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

Note

On Android devices, end users receive push notifications in a Progressive Web App (PWA). To view the details of a web notification, an end user must be logged in to BMC Digital Workplace and have BMC Digital Workplace opened in an active Chrome window. To receive web notifications in the PWA, end users also need Remedy Single Sign-On-enabled BMC Digital Workplace for security reasons.

On Apple iOS devices, push notifications are sent only if the BMC Digital Workplace administrator re-signs the BMC Digital Workplace iOS wrapper application with an Apple push notification certificate.

Status updates and notifications from BMC Digital Workplace

Notification events and types of notifications

Comments