This documentation supports the 22.1 version of BMC Helix ITSM: Smart IT. To view an earlier version, select the version from the Product version menu.The documentation for BMC Helix ITSM 23.3.00 has changed. To understand the changed documentation structure see, Where did the Smart IT documentation go?

Configuring notifications for Smart IT

Smart IT provides email notifications for desktop clients and push notifications for mobile clients. For example, when a user is assigned to a ticket, an email notification is sent, and a notification icon appears on the user's mobile device. The user can see details by clicking the link in the email on a desktop computer, or by tapping the icon on a mobile device.

For Smart IT mobile clients, notifications are delivered in the language specified in the user's People record. For localized users, you must set the notification locale in BMC Helix ITSM to ensure that the notifications are delivered in the correct language.

Related topics

Smart-IT-notification-events

Configuring after installation

You can enable or disable Smart IT notifications for each of the following modules by using the SMT:SmartIT_NotificationConfig:

  • Incident
  • Infrastructure Change Management
  • Problem Management
  • Request Management Task Management

If you disable Smart IT notifications, your existing (possibly customized) BMC Helix IT Service Management  notifications are used instead. You can configure notifications for the –Global– company out of the box. You can also create individual notification settings for different companies. Smart IT notifications for all components are enabled by default for fresh installations and upgrades.

This functionality is useful if you want to introduce Smart IT in some modules (such as Service Desk) and companies of your organization, but not in others (such as Change Management). In previous Smart IT versions, you had to choose between Smart IT notifications or BMC Helix ITSM notifications for everyone.

Important

You must have AR System Administrator permissions to configure Smart IT email notifications. 

When the browser locale is Russian, localized notifications in Smart IT are not supported.

To set the Smart IT push notification locale (mobile clients)

  1. Log on to BMC Helix ITSM as an administrator.
  2. From the Application Administration Console, click the Custom Configuration tab.
  3. From the Application Settings list, select Foundation > People > People, and then click Open.
  4. In the People form, search for the person.
  5. Select the person, and then click the Notifications tab.
  6. From the Notification Language list, choose the user's locale.
  7. Save your changes.

To enable or disable Smart IT notifications

  1. Log in to the BMC Helix ITSM server as an AR System Administrator.
  2. Open the SMT:SmartIT_NotificationConfig form by modifying the URL, for example:
    mid-tier server/arsys/forms/AR server/SMT:SmartIT_NotificationConfig
  3. Search for all records.
  4. Update the record for the module that you want to enable or disable.
    For example, set the Status field to Enabled or Disabled.
  5. Save the record.

Note

You also need to enable the following workflows or filters if the workflows are disabled in the OOTB system:

  • NTE:NPC:ChkNotificationMsgExist=Yes_016_GetNotifyPrefix
  • NTE:NPC:ChkNotificationMsgExist=Yes_017_CheckMsgExist
  • NTE:NPC:ChkNotificationMsgExist=Yes_018_SetNotifyPrefix

To create Smart IT notification settings by company

  1. Log in to the BMC Helix ITSM server as an AR System Administrator.
  2. Open the SMT:SmartIT_NotificationConfig form by modifying the URL, for example:
    mid-tier server/arsys/forms/AR server/SMT:SmartIT_NotificationConfig
  3. Create a new, company-specific record for the component you want to enable or disable:
    1. Specify the Company and Module Name.
    2. Set the Status field to Enabled or Disabled.
  4. Save the record.

 

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