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.

Customizing email, push, and in-app notifications

As an administrator, you can customize email, push, and in-app notifications to suit end users' business needs. For example, you can modify the text in the notification fields and disable optional elements of the notification template. Email customization is available only for submitted requests (except for in-app notifications) and new approvals. You can customize notifications for the English locale only.

Video of email customization

The following video (3:41) demonstrates the end-to-end scenario of how the administrator provides the email and phone of the support team in the footer of the email notification for the submitted request. When the requester receives an email notification about their request, they can see the support contacts in case any questions arise:



 https://youtu.be/JnYAUflkXs4


To customize email notifications

  1. In the Admin console, navigate to the Configuration tab.
  2. Select Email & Notifications > Templates.
  3. Hover over the notification event (Request submitted or Approval - Waiting for your approval), click Actions, and select Edit.
  4. In the modal window, select the Email notification tab, and customize the required fields.
  5. Click Publish.

SectionDescription

Branding

The administrator selects whether to show or hide the product logo, name, header background, and Powered by BMC inscription.

Heading

The heading fields are as follows:

  • Heading 1 and Heading 2—Customize the request heading by modifying the text and using the variable library.
  • Informative alert—Show the due date of a single request approval or multiple request approval.
  • Heading description—Show the order description of the request or the request approval.

Important: The following heading fields are not supported for service request definitions (SRDs) from BMC Service Request Management: 

  • Heading 2
  • Heading description

Details

This section can be neither removed nor customized.

Content


The content fields are as follows:

  • Items list—Show the list of items that the user requested.
  • Additional content—Show any additional information. 
  • Label for the View details link—Change the name of the View details link that leads to the page with the request details in the application.

Footer


The footer fields are as follows:

  • Footer content—Modify and show the footer.
  • Label for Manage email notification link—Modify and show the Manage email notification link.

The following screenshot displays a customized email notification:


To customize push notifications

  1. In the Admin console, navigate to the Configuration tab.
  2. Select Email & Notifications > Templates.
  3. Hover over the notification event (Request submitted or Approval - Waiting for your approval), click Actions, and select Edit.
  4. In the modal window, select the Push notification tab, and customize the body of push notifications.
  5. Click Publish.

The following screenshot displays a customized push notification:


To customize in-app notifications

  1. In the Admin console, navigate to the Configuration tab.
  2. Select Email & Notifications > Templates.
  3. Hover over the Approval - Waiting for your approval notification event, click Actions, and select Edit.
  4. In the modal window, select the In-app notification tab, and customize the title of bell notifications.
  5. Click Publish.

The following screenshot displays a customized in-app notification:


Actions for notification templates

The following actions are available for notification templates:

  • Reset to defaultGlobal setting (applies to all notification types). Reset the custom notifications to default in the Templates tab and in the modal window. For email notifications, the two reset options work differently.
  • CloseGlobal setting. Exit the custom notification modal window and return to the Templates tab.
  • SaveGlobal setting. Save the changes to the draft.
  • PublishGlobal setting. Publish the notification draft. After publishing, end users start receiving customized notifications.
  • DraftEdit the notification template.
  • Published—See a preview of the published notification.
  • View sample—See a sample image of the notification.
  • Send test notification—Send yourself a test notification to view the customization result.

To reset a custom notification

The two options are similarly named, but the navigation sequence is different. You must be sure about which option to use:

  • Select Templates > ActionsReset to default:
    • Reset and Publish—Reset only the published custom notifications template to default. End users start receiving default notifications. The draft custom notifications template is not modified.
    • Cancel—Close the warning message.
  • Select Templates > Actions > EditReset to default:
    • Reset and PublishReset the draft and published custom notifications templates to default. End users start receiving default notifications. The draft custom notifications template does not preserve the changes of the administrator.
    • Reset—Reset only the draft custom notifications template to default without saving and publishing it.
    • Cancel—Close the warning message.


To add variables in the custom template

As an administrator, you can add variables in custom notification templates. Variables are used to automatically add information such as the item name or order description about a single service or multiple services.

For example, in the Single request approval heading field, add the text: Approval needed for {item name}. When the approver receives an email notification, they see the text: Approval needed for New office furniture because this service was requested.

To add variables in the custom template, the administrator has two options:

  • In the custom notification template, specify the full name of the variable from the Variable library list by using {}
  • In the Variable library list, click the variable name. The variable is copied to the clipboad. Paste the variable to the field or fields in the custom notification template.

Variable library

The Variable library table contains the following variable names that the administrator can add to custom templates. The table also explains which variables are supported in custom templates for native catalog services and service request definitions (SRDs) from BMC Service Request Management.

VariableDescriptionSupport for native catalog servicesSupport for SRDs from BMC Service Request Management
{item name}The name of a single request or single request approval.

Supported 

  • In an email notification, this variable is populated with the Service Title of a requested catalog item. 
  • This variable is displayed in an email notification if a user requests a single item only. It is not displayed if a user requests more than one item. 

Supported

In an email notification, this variable is populated with the SRD summary of a requested SRD. 


{order description}The order description of a multiple request or multiple request approval.

Supported 

Not supported

{number of items}

The number of items of a multiple request or multiple request approval.

Supported

This variable is displayed in an email notification if a user requests more than one item. It is not displayed if a user requests a single item.


Not supported
{request id}The Request ID of a single request or single request approval.

Supported

This variable is displayed in an email notification if a user requests a single item only. It is not displayed if a user requests more than one item. 

Supported


{order id}The Order ID of a multiple request or a multiple request approval.

Supported

This variable is displayed in an email notification if a user requests more than one item. It is not displayed if a user requests a single item.

Not supported
{approval due date}

The approval due date of a single request approval or multiple request approval.Supported

Supported

Important: The approval due date for native catalog services and SRDs is set in BMC Helix ITSM. To specify the approval due date, the administrator must define the Process Due interval for an approval process. For more information about configuring the Process Due interval, see To set process intervals procedure in Creating an approval process Open link .

{submitted date}The submitted date of a single request or multiple request.SupportedSupported


Limitations to use variables

When adding variable names from the Variable library list, the administrator must be aware of the following exceptions:

  • Tag <s> is not supported, but <strike> is allowed.
  • The following symbols are not supported: {, }, $, <, >. For example, {{request id}}, ${item name}$ or <{item name}>.
  • The following tags are removed and the text is saved when changes are saved:
    • <h1> - <h5>
    • <img>
    • <!-- →
    • Tags related to tables


Edge cases of customizing notifications

If two administrators simultaneously edit a notification template, they can encounter the following edge cases:

Edge case 1

If a second administrator wants to save, publish, or send a test notification, they see this warning message:

Cancel—Continue modifying the notification template. To see the changes of the other administrator, refresh the page.

Save and override—Discard the changes of the other administrator and save your edits.

Edge case 2

If a second administrator wants to close a template, they see this message:

If the administrator clicks Save and close, they see this warning message:

Cancel—Continue modifying the notification template. To see the changes of the other administrator, refresh the page.

Close—Close the notification template modal window and return to the Templates tab. Unsaved changes are discarded.

Save and close—Discard the changes of the other administrator and save your edits.

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Comments

  1. Felipe Pineda

    When will notification customization options be available in other languages such as Spanish?

    Oct 27, 2023 08:30
    1. Mariia Matskiv

      Hello Felipe Pineda ,

      Thank you for your feedback on the product! Could you please submit a product idea for language support while customizing notifications and outline the use case details? You can vote on, comment on, and submit product ideas in BMC Community. To see BMC Helix community ideas, click here

      Best regards,

      Mariia

      Nov 01, 2023 06:33