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Status updates and notifications

MyIT 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 MyIT, users receive notifications when important event occur. MyIT users receive the following types of notifications:

  • In-app notifications—are bell notifications and News Feed notifications
  • Push notifications—are sent to mobile devices
  • Email notifications

The following sections provide information about the different types of notifications and the conditions under which they are generated:

Notification events and types of notifications

The following table describes the events for which notifications are sent to MyIT users and the types of notifications that can be sent for each event:

Notification eventDescriptionIn-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 Settings > Requests.

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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 Settings > Requests.

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Approvals

Users receive notifications when the following events occur:

  • Change Request approval—Approvers get a notification when a new Change approval request arrives
  • 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.

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Service health status change

Users can also get automatic status updates for services about which they are interested, such as email, Sharepoint, and so on.

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

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Broadcasts

Administrators can use broadcasts to notify users of events, updates, and important information. These broadcasts appear in users' MyIT feeds and also trigger notifications.

Users cannot disable the broadcast notifications.

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Feed 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 Settings > Feed Activity.
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New appointment

Users can get notifications for any new appointments they have created in MyIT.

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

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Canceled appointment

Users can get notifications for any appointments canceled in MyIT.

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

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Note

On Apple iOS devices, push notifications work only if the administrator has re-signed the MyIT client application with an Apple push notification certificate, as described in Re-signing MyIT for Apple iOS.

Video demonstration: Configuring notifications

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

Notes

  • Although the demonstration shows an older version of MyIT, the concepts and the method to configure notifications remains same.
  • The Support tab shown in the video is a legacy feature. This feature is available only if you enabled it prior to the upgrade to MyIT 3.3.


 


https://youtu.be/qKOXnJja7hc

Related topics

Creating broadcasts

Adding broadcasts in the BMC HR Case Management documentation

Configuring email notifications

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Comments

  1. M L

    Do all email notifications also show up in MyIT Admin Social timeline?

    Is there a MyIT equivalent of Remedy's AR System Email Messages form?

    Jul 06, 2017 05:39
    1. Philomena Dolla vizayam

      Maheshwari, I'll check and get back to you. 

      Jul 24, 2017 04:57
      1. Mohamed Bayoumi

        Any update? as I have the same question

        Sep 14, 2017 03:10
  2. Michele Marques

    I apologize for the delay!  Information about how to configure email notifications is described in this topic: Configuring email notifications

    I am investigating whether all email notifications show up in the social timeline. 

    Sep 14, 2017 04:42