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:
- In the BMC Helix Digital Workplace administrator console, go to Configuration > Email & Notifications.
- Select Settings > User settings.
- 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.
Language notification settings
Email and push notifications for social activities are available only in English.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 experience | Example |
|---|---|---|
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 event | Description | In-app notification | Push notifications | Email notification |
|---|---|---|---|---|
Request status change BMC Helix 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. Important
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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 Helix 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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