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.

Configuring the email server

The steps to configure an email server depend on the application's deployment mode. After the email server is configured, users can enable email notifications for specific events in their preferences. For example, managers can choose to receive email notifications only for requests that need an approval so that they can concentrate only on notifications that are of utmost importance at work. 

Related topic

To configure the email server for a SaaS deployment

BMC supplies email servers on behalf of the customer and configures the email server according to customer requirements during the activation time; see Planning email integration with BMC Helix services Open link

To configure the email server for an on-premises deployment 

  1. As a system administrator, in BMC Helix ITSM, verify that users have valid email addresses; see Adding people without using templates Open link .

Notifications are sent to the email address specified in the CTM:People form. This email is synchronized with the work email address in the user profile. If you enable the User Profile Data Editing setting, users can update their profile information, including the work email address. If a user updates a work email address, the email address in the CTM:People form is updated as well, and notifications are sent to the newly specified email address.

       2. As a BMC Helix Digital Workplace administrator, configure the following fields for the email server in Configuration > Email & Notifications.


From address displayed to end users in the email. BMC supports Microsoft Exchange and Google Gmail for on-premises customers.

(Version 22.1.02 and later) Requirements for email addresses are as follows:

  • The overall length should not exceed 254 characters.
  • The part before and after the @ symbol can contain several periods, but should not start or end with them.

Examples (error) (error) (tick) (tick)

These requirements apply to the email address in the end-user preferences and the email addresses of self-registered external users (This capability is available with the BMC Helix Digital Workplace Advanced and external users license types and features).

Service Change Email Subject

Custom subject of the email about a service status change.

You can use the following placeholders to customize the email subject: $serviceName$, $serviceNewStatus$, $serviceOldStatus$.

Example: The following placeholders $serviceName$ and $serviceNewStatus$ display the following email subject to end users: Service health is now Available.

Microblog Activity Email Subject

Custom subject of the email about mentions (with the @ symbol) in posts.

For example, your colleague mentions you in the feed. The email notification is sent to your email address with a custom subject, for example: You have been mentioned.

Backend URL

Link to your application's URL, for example: http://hostname:port/dwp

Email notifications can include deep links that open the application's applicable area. For example, an email notification about a service request status change includes a link to the service request profile.

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