Configuring 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.
Configuring email notifications
Adding broadcasts in the BMC HR Case Management documentation
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 |
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| 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. |
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| Delegation rule | Users who are specified as delegates receive notifications when the original approver has created, edited or cancelled a delegation rule. |
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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 the user preferences > Notification Settings > Requests. |
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| Approvals | Users receive notifications when the following events occur:
Users cannot disable approval notifications. |
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| 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. |
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| Social activity | Users receive notifications when the following events occur:
Users can enable or disable these notifications from the user preferences > Notification Settings > Social Activity. |
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| 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:
Users can enable or disable push notifications and email notifications from user preferences > Notification Settings > Feedback Survey. Note:
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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.
For more information about the types of notifications that requesters, OBO users and collaborators receive, see Processing business requests.
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.
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