Leveraging the notification engine on BMC Helix Innovation Suite for greater flexibility

Administrators can choose the notification engine on BMC Helix Innovation Suite or the notification engine in BMC Helix Digital Workplace to send email notifications to end users. You can use the two notification engines in the following ways:

Use the notification engine on BMC Helix Innovation Suite to send only email notifications and the notification engine in BMC Helix Digital Workplace to send push or in-app notifications.
Use the notification engine in BMC Helix Digital Workplace to send email, push, or in-app notifications. To learn how to configure the traditional notification engine, see Configuring-the-email-server.

Benefits of the notification engine on BMC Helix Innovation Suite

The notification engine on BMC Helix Innovation Suite provides the following benefits:

Flexibility to modify or completely redesign the notification templates to match the organization's branding, colors, or locale.
Better governance over operational tasks such as auditing notification failures.
Ability to create company-specific templates.
Ability to manually trigger failed notifications.

Supported scenarios

Service request, approval, and collaboration notification templates are configurable.
Use of variables to use data that you want to include in email notifications. For more information, see Example-of-customizing-the-notification-process.
Localized notifications in supported locales. For more information, see Task-3-Optional-Adding-or-modifying-notification-templates.
Rebranded notifications by synchronizing the branding setting from the BMC Helix Digital Workplace Admin console with the email templates.

Unsupported scenarios

The notification engine on BMC Helix Innovation Suite can be used to send email notifications related to only Catalog-native requests. Notifications for service requests from BMC Service Request Management or other external catlaog sources are unsupported.
Existing custom templates cannot be imported.
Notifications to external users are unsupported
The following events are not supported:

- Service health status change
- Appointments (created and canceled)
- Social updates

How email notifications are sent by using the notification engine on BMC Helix Innovation Suite

The following image represents how notifications are sent by using the notification engine on BMC Helix Innovation Suite:

How email notifications are sent.png

Before you begin

Make sure that you go through the Out-of-the-box-notification-events-templates-and-processes.
You can modify the out-of-the-box notification process. See the Example-of-customizing-the-notification-process.

Process to configure the notification engine on BMC Helix Innovation Suite

The following images shows the process of configuring and enabling the notification engine on BMC Helix Innovation Suite:

Process to configure notification engine on Helix Platform.png

FAQ

How do I get the notification engine on BMC Helix Innovation Suite?

The notification engine is automatically deployed with version 23.3.04 and later with the out-of-the-box notification events, templates, and processes.

You can proceed with he configuration steps by following the instructions in Task-1-Setting-up-the-outgoing-mailbox.

Can I create company-specific templates?

Yes. You can create company-specific templates in a multi-tenant environment. You can use variables to rebrand the templates for each company. For more information, see Task-4-Optional-Modifying-the-notification-process.