Configuring email notifications
To allow end users receive email notifications for services, a system administrator must verify that users have valid email accounts. A BMC Helix 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 Helix Digital Workplace console. For more information about notification events and types of notifications for end users, see Configuring status updates and notifications.
The following video (2:42) describes how you can configure email notifications in the BMC Helix Digital Workplace Admin console. Starting from version 21.02, BMC Helix Digital Workplace is delivered in containerized deployment, so SMTP attributes must be configured in the YAML file by the BMC Operations team; see .
To verify that users have valid email accounts
Notifications are sent to the email address specified in the CTM:People form of BMC Helix ITSM. This email is synchronized with the work email address in the user profile. If you enable the User Profile Data Editing setting, users can update their profile information, including the work email address. If a user updates a work email address, the email address in the CTM:People form is updated as well, hence notifications are sent to the newly specified email address.
- 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 the email notifications content
To configure the email notifications content, in the BMC Helix Digital Workplace Admin console, go to Configuration > Email, fill in the fields, and save the changes:
|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.
Link to your BMC Helix Digital Workplace URL, for example,
Email notifications can include deep links that open the applicable area of BMC Helix Digital Workplace. For example, an email notification about a service status change includes a link to the service profile in BMC Helix Digital Workplace. If the backend URL is not configured, end users do not receive email notifications.