Configuring status updates and notifications
You can configure status updates and notifications in the BMC Helix Digital Workplace Admin console so that end users quickly see the status of important services and determine whether a problem is local or system-wide. This reduces the number of support calls and additional steps for the end user.
With BMC Digital Workplace, users can receive the following notifications when important events occur:
In-app notifications (bell notifications)
Email notifications
Push notifications
Note
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 Digital Workplace administrator must provide the Backend URL. For more information, see Configuring email notifications.
The following email clients are supported for receiving BMC Digital Workplace email notifications:
- Microsoft Outlook (both desktop and web clients)
- Gmail
Note
For iPads upgraded to iOS 13, end users must disable the Request Desktop Website toggle to select the mode in which a deep link in the email will be opened: in app or in web browser.
If a BMC 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 Digital Workplace.
Configuring email notifications
Adding broadcasts in the BMC HR Case Management documentation
To set the language for notifications
Localized email and push notifications are not available for the following requests. They 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 a BMC Helix Digital Workplace administrator can use to set the language of push and email notifications:
Selection option | End-user experience | Example |
|---|---|---|
The BMC Helix Digital Workplace administrator disables the Language toggle key. | An end user receives email and push notifications in the language of 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. See Setting a language for your end users. | 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 Digital Workplace, email notifications are sent in English.
For information about how to set a language for BMC Helix Digital Workplace for an end user, see Setting a language for your end users.
To enable configurable notifications in BMC Digital Workplace
An end user must perform the following steps to receive the required notifications.
Note
Configurable notifications are disabled by default after installation of BMC Helix Digital Workplace and for newly added users.
In the BMC Digital Workplace end user console, select Preferences > Notification settings.
Enable email or push notifications for one or more of the following events:
Approvals
In Approvals, click Edit and select the required notification types.
Note
If the BMC Digital Workplace administrator disables the Approvals feature in Admin console > Configuration, the Approval notifications section is hidden from end users on their Preferences page.
Requests
In Requests, click Edit and select the required notification types.
The following table shows notifications that end users will receive on selecting the appropriate check boxes:Status notification type Notifications for end users Submitted The end user receives two notifications:
Request status change notification (Draft or Initiated) based on the service request workflow.
Ordered request notification for all submitted service requests.
In Progress The end user receives a request status change notification (Pending or In Progress) based on the service request workflow. Waiting approval The end user receives a request status change notification (Waiting approval) that the submitted service request is waiting for approval. Rejected The end user receives a request status change notification (Rejected) that the submitted service request was rejected by the approver. Completed The end user receives a status change notification (Completed) that the submitted service request was implemented and completed. Closed The end user receives a status change notification (Closed) that the submitted service request was closed. Canceled The end user receives a status change notification (Canceled) that the submitted service request was canceled. Failed The end user receives a request status change notification (Failed or Fault) based on the service request workflow. - Feedback survey
Social activity
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 notifications | Email notification |
|---|---|---|---|---|
Request status change BMC Digital Workplace supports notifications for the following types of requests:
| 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. |
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| Delegation rule | Users who are specified as delegates receive notifications when the original approver creates, edits, or cancels a delegation rule. |
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| 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. Requesters receive push and email notifications when a new comment or attachment is added to an approval for a BMC Digital Workplace Catalog or BMC Helix Business Workflows service. Users do not receive notifications under the following conditions:
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| Approvals | Users receive in-app notifications when the following events occur:
Users receive push and email notifications when the following events occur:
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| Broadcasts | Administrators can use broadcasts to notify users about events, updates, and important information. These broadcasts appear in the BMC Digital Workplace end user console for users. Users cannot disable broadcast notifications. |
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| Social activity | Users receive notifications when the following events occur:
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| Feedback survey | Users get feedback notifications for their recently completed:
Notes:
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For more information about the types of notifications that requesters and OBO users receive, see Business request processing.
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