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This documentation supports the 21.05 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 Helix Digital Workplace administrators configure status updates and notifications so that end users quickly see the status of important services and can determine whether a problem is local or system wide.

Types of notifications

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

  • In-app (bell) notifications

  • Email notifications

  • Push notifications (sent to mobile devices) 

For information about which notifications are sent for particular events, see Notification events and types of notifications.

The following email clients can receive BMC Helix Digital Workplace email notifications:

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

If the BMC Helix 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, see Rebranding BMC Helix Digital Workplace.


Before you begin

For 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 Helix Digital Workplace administrator must provide the Backend URL—host server, for example, https://serverAddress:port/dwp. For more information, see Configuring email notifications.

To receive push notifications, users must be logged in to BMC Helix Digital Workplace. They must also enable push notifications in the general settings of their mobile device.

To set default notification settings for end users

After a BMC Helix Digital Workplace installation, all notifications are disabled. The BMC Helix Digital Workplace administrator can set default email and push notification settings for:

  • Approvals
  • Requests
  • Surveys
  • Social activity

Default notification settings apply only to new users. To enable or disable email and push notifications:

  1. In the BMC Helix Digital Workplace administrator console, go to Configuration > Email & Notifications.
  2. Select Settings > User settings.
  3. Configure the notification settings for end users created after BMC Helix Digital Workplace configuration.

End users can still change the notification settings in their preferences; for more information, see Configuration options for the end user console

The following video (2:01) shows how the BMC Helix Digital Workplace administrator sets default notification settings for new users:

Important

The Templates tab shown in the video is available only in BMC Helix Digital Workplace Advanced.


https://youtu.be/80n1lm18IsY


The BMC Helix Digital Workplace administrator can also rebrand notifications; see Customizing email, push, and in-app notifications.

To enable notifications for service health items

  1. Select 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 the particular item.



Language notification settings


For the following requests, email and push notifications are available only in English:

  • Service health
  • Appointments
  • Social
End users receive email and push notifications in the languages given in Supported languages and locales. The following table shows the options the BMC Helix Digital Workplace administrator can use to set the language of push and email notifications:


Selection option

End-user experienceExample

The BMC Helix Digital Workplace administrator disables the Language toggle key. 

An end user receives email and push notifications in the language selected for their browser settings.An end user Mark has the German browser's locale and receives an email in German. If Mark wants to change the language, he must select another language in the browser settings and log in again. 

The BMC Helix Digital Workplace administrator enables the Language toggle key and selects a language. 

An end user receives email and push notifications in the specified language. 

An end user Mark has the German browser's locale, but the BMC Helix Digital Workplace administrator selects French. If Mark logs in again, he receives emails in French regardless of his browser settings.

The BMC Helix Digital Workplace administrator enables the Language toggle key, selects a language, and allows an end user to override it.

An end user selects a preferred language, logs in again, and receives an email in the specified language. 

The BMC Helix Digital Workplace administrator selects Greek. An end user Mark receives push notifications in Greek, but wants to read them in Japanese. He selects Japanese as a preferred language, logs in BMC Helix Digital Workplace again, and receives a push notification in Japanese.

If an end user requests a service with a browser locale that is not supported by BMC Helix Digital Workplace, email notifications are sent in English. 

For information about how to set a language for a BMC Helix Digital Workplace end user, see Setting a language for your end users.

Notification events and types

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 notificationsEmail
notification

Request status change

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

  • Requests from BMC Helix ITSM 
  • Requests from BMC HR Case Management

  • Requests from BMC Helix Business Workflows


  • Requests from BMC Helix 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 if the request is created by an agent in BMC Helix Business Workflows.

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

End 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.

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).
  • Requesters receive push and email notifications when a new comment or attachment is added to an approval for a BMC Helix Digital Workplace Catalog or BMC Helix Business Workflows service.
  • Users do not receive notifications if an agent adds comments in BMC Helix Business Workflows.

yes

yes

yes

Approvals

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

  • As approvers, they receive a notification when a new change approval request or service approval request is created.
  • As requesters, they 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:

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

    Note: To approve or reject an approval request from a push notification, an end user must disable pop-up blockers.

yes

yes

yes

Broadcasts

Administrators can use broadcasts to notify users about events, updates, and important information. These broadcasts appear in the BMC Helix 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 the current user.

no

yes

yes

Feedback survey

Users get feedback notifications for their recently completed:

  • IT service requests
  • HR requests


  • Requests from BMC Helix Digital Workplace Catalog


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 notificationsEmail
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 Helix Digital Workplace.

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

yes

no

yes

Cancelled appointment

Users receive notifications about canceled appointments in BMC Helix 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 more information about the types of notifications that requesters, OBO users, and collaborators receive, see Business request processing


For more information about the types of notifications that requesters and OBO users receive, see Business request processing

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