This documentation supports the 19.02 version of BMC Digital Workplace Advanced.

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

Status updates and notifications for end users

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 Workplaceare 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 User preferences.

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

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.

no

yes

yes

Delegation rule Users who are specified as delegates receive notifications when the original approver has created, edited or cancelled a delegation rule.

yes

yes

yes

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.

yes

yes

yes

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.

yes

yes

no

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.

yes

yes

no

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.

no

yes

yes

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:

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 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.

yes

yes

yes

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.

yes

no

yes

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.

no

no

yes

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

Note

On Android devices, end users receive web push notifications. To view the details of a web notification, an end user must have BMC Digital Workplace opened in an active browser window, and then the user can click on the notification.


Note

On Apple iOS devices, push notifications are sent only if the administrator has re-signed the BMC Digital Workplace client application with an Apple push notification certificate, as described in Re-signing the Apple iOS client application for Enterprise distribution.


Video demonstration: Configuring notifications

The following video (4:43) provides an overview of various notifications sent in BMC Digital Workplace and shows a demonstration of configuring notifications, such as broadcasts and email notifications.


Note

The following video shows an older version of BMC Digital Workplace. The previous product name was MyIT. Although there might be minor changes in the user interface, the overall functionality remains the same.

https://youtu.be/qKOXnJja7hc

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