This documentation supports the 22.1 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see License types and features.

Broadcasts

Broadcasts enable users to quickly see the status of important services. With this functionality, employees see whether a problem is local or system-wide, which reduces the number of support calls and additional steps for the end user. As an administrator, you can use broadcasts to notify users about events, updates, important or critical information, as well as to share warning messages. Depending on how a user's notification settings are configured, the user can receive the broadcast by a notification in the application or by a push notification to the user's mobile device. 

By using the broadcasts feature, you can:

  • Manage multiple broadcasts
  • Create broadcasts of different types (information, success, warning, critical)
  • Track the broadcast's status
  • Add more information for end users through the Learn more link
  • Schedule broadcasts to become live at a certain time
  • Duplicate broadcasts
Related topics

Setting up end-user preferences

Managing broadcasts and notifications for end users

Enabling self-service in an organization

Broadcasting messages Open link

The following illustration shows an example broadcast:


Examples of using broadcasts of different types

Information broadcast

Allen, an administrator, wants to notify users in the Apex Global office in Plano, Texas, of upcoming fire sprinkler system maintenance. Allen writes the corresponding message to the target Plano office location. Users who have mapped their home location to the Plano office in the settings receive the blue broadcast message in the feed and an in-app notification with a blue megaphone icon.


Success broadcast

Allen, an administrator, wants to congratulate colleagues for a successful release and notify them about the upcoming Family Day. Users receive the green broadcast message in their feed and an in-app notification with a green megaphone icon.


Warning broadcast

Allen, an administrator, wants to warn the employees of Apex Global about the upcoming scheduled downtime of the system. Users receive the yellow broadcast message in their feed and an in-app notification with a yellow megaphone icon. When the planned maintenance is finished, Allen can remove the message, and the employees do not see these messages.


Critical broadcast

Allen, an administrator, wants to inform the employees of Apex Global that they need to reset their passwords. He creates a critical broadcast message. Users receive the red broadcast message in their feed and an in-app notification with a red megaphone icon.


Managing broadcasts

All types of broadcasts are managed in the Broadcast section of the administrator console. The Broadcast section is an interactive panel that updates broadcasts' details in a real-time mode, which enables the administrator to keep track of broadcasts' statuses. However, the administrator cannot change a title, recipient, and schedule of an existing broadcast. Only removal is possible. To change the details of a broadcast, you must create a new one or duplicate an existing one. 

The following image displays details of four broadcasts:

The Broadcast page collates parameters that are set up for a broadcast at the time of its creation: 

  • Title—Displays the broadcast's name. 
  • Sent to—Shows recipients of the broadcast. 
  • Schedule (local time)—Shows the period when the broadcast is effective.
  • StatusShows the broadcast's status:
    • Active—Users are receiving the broadcast at this moment.
    • Scheduled—Users will start receiving the broadcast at the scheduled time.
    • Starting soon—The broadcast will be live within 24 hours.
    • Inactive—The scheduled time for the broadcast ended; users do not see the broadcast anymore.
  • ActionsEnables additional options for broadcasts:
    • Details—See the broadcast modal window in a read-only mode.
    • Duplicate—Create a new broadcast by using the existing broadcast.
    • Remove—Remove the broadcast from the list. Users stop receiving the broadcast.


How BMC Helix ITSM and BMC Helix ITSM: Smart IT broadcast data corresponds to BMC Helix Digital Workplace data

Broadcasts created and sent through BMC Helix ITSM and BMC Helix ITSM: Smart IT are visible in BMC Helix Digital Workplace, and can be managed on the Broadcast page. The administrator can see details of such broadcasts and remove them, but duplication is not supported. BMC Helix ITSM and BMC Helix ITSM: Smart IT broadcasts are shown in BMC Helix Digital Workplace immediately, irrespective of the scheduling. Attachments in BMC Helix ITSM and BMC Helix ITSM: Smart IT broadcasts are not retained in BMC Helix Digital Workplace. If the broadcast is created in BMC Helix ITSM, all users of a company or users of all companies can see it. 

The following table shows how broadcast data from BMC Helix ITSM and BMC Helix ITSM: Smart IT is displayed in BMC Helix Digital Workplace:

Data in BMC Helix ITSM

Data in BMC Helix ITSM: Smart IT

Corresponding data in BMC Helix Digital Workplace

Subject

  • Maximum 255 characters
  • Non-Latin text supported

Subject

  • Maximum 100 characters
  • Non-Latin text supported

Title

  • Maximum 256 characters
  • Non-Latin text supported

Broadcast Message

  • Maximum 255 characters
  • Non-Latin text supported

Broadcast Message

  • Maximum 255 characters
  • Non-Latin text supported

Learn more

  • Maximum 1000 characters
  • Non-Latin text supported

Priority

  • High
  • Medium
  • Low


Priority

  • High
  • Medium
  • Low



Broadcast type

(Version 22.1.05 and later) The priorities set for BMC Helix ITSM and BMC Helix ITSM: Smart IT broadcasts correspond to the following broadcast types in BMC Helix Digital Workplace:

  • High — Critical
  • Medium — Warning
  • Low — Information

Important:

  • Broadcasts migrated from versions earlier than 22.1.05 are all of the Information type.
  • The Success type is available only for broadcasts created in BMC Helix Digital Workplace.
Broadcast End DateBroadcast End

Expiration Date

Status before the end date

Active

Status before the end date

Active

Status before the end date

Active

Status after the end date

Inactive

Status after the end date

Inactive

Status after the end date

Inactive

RegionNot supportedNot supported
Site GroupNot supportedNot supported
SiteNot supportedNot supported
OrganizationNot supportedNot supported
DepartmentNot supportedNot supported

To determine the source of broadcasts, check the Sent to field. For broadcasts that were created in BMC Helix Digital Workplace, the Sent to field always includes a value. For broadcasts that were created in BMC Helix ITSM or BMC Helix ITSM: Smart IT, the Sent to field is always blank and the title always includes [ITSM]:


Where to go from here

ActionReference
You want to send broadcasts to groups, services, and locations.Sending broadcasts to groups, services, and locations
You want to send broadcasts to individual users and emails.

Sending broadcasts to individual users Open link in BMC Community

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