Incident mentions & change notifications in bell icon open in CSM/FSM workspace by default

udaykumarko
Tera Contributor

3 weeks ago

Hi All,

When my name is mentioned in Work Notes or Additional Comments on Incidents or Changes, I receive a notification via the bell icon. However, when I click on the notification, it redirects me by default to the CSM/FSM Workspace.

I would like these notifications to open the records in the Native UI instead of the Workspace.

Is there a way to configure this behavior in the system? What settings need to be changed at the admin level to make notifications open in the Native UI for all users?

Thanks in advance!

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pr8172510
Giga Guru

3 weeks ago

 

Hi Uday,

Good question — this behavior is expected when Workspace is enabled, but you can control how notifications open.

A few things you should check:

1. Notification navigation is controlled by experience (Workspace vs Native UI)
The bell icon (notifications) respects the UI experience configuration.

If CSM/FSM Workspace is enabled and set as default, notifications will open records there automatically.

2. Check “Default workspace routing” / Experience settings

Navigate to:

  • Workspace Experience Configuration (or UI Builder settings depending on version)
  • Look for settings like:
    • Default Workspace for record types
    • Routing rules

If Incident/Change is mapped to CSM/FSM Workspace, notifications will always redirect there.

3. Update the notification target URL (important)

For mention notifications (Work Notes / Comments), check:

  • System Notification → Notifications
  • Look for mention-related notifications (e.g., “User mentioned in record”)

In those notifications:

  • Check the URL / Link field
  • If it uses workspace routing (like now/workspace/...), replace it with Native UI format:

Example:

nav_to.do?uri=incident.do?sys_id=${sys_id}

 

This forces opening in Native UI.

4. Check “glide.ui.concourse.on” and related properties

Some system properties influence UI routing:

  • glide.ui.concourse.on (enables Next Experience / Workspace behavior)
  • Disabling or adjusting this may impact where links open

(Be cautious — this affects overall UI experience)

5. Agent Workspace / CSM plugin behavior

If you’re using:

  • CSM Workspace
  • FSM Workspace

They often override navigation for supported tables like Incident and Change.

You may need to:

  • Remove table mapping from workspace
  • Or adjust routing rules instead of disabling workspace entirely

6. Per-user vs global behavior

  • Some routing is user-preference driven
  • But notification links (URL field) can be controlled globally

So updating notification URLs is usually the safest org-wide fix.

7. Recommended approach

Best practice is:

✔ Update notification URL to Native UI format
✔ Review workspace routing rules (don’t fully disable unless required)