How to trigger notifications to Agent Workspace?

[Anish Reghu]

Hello all,

I could do my bit, but I am not able to find where I could post the Body of the notification.

Provider > Notification

I had referenced the event I created here and defined the Content on the related list, but not sure where to add the body. Do I need to create a Notification Flow Action?

Regards,

Anish

[Ankur Bawiskar]

@Anish Reghu 

you need to give the body in Message field

check these links

Create custom notifications in Next Experience 

Create provider notification in ServiceNow when mentioned on Ticket 

something like this, I just checked OOTB one

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Anish Reghu]

Thanks @Ankur Bawiskar, good to see you after long time.

I followed the Next Experience option, but it still does not trigger the notification.

Sentiment Triggered Notification (Flow Action)

Input

Input variables:

Script (Step)

(function execute(inputs, outputs) {
    var sentiment = inputs.sentiment;
    var reasoning = inputs.reasoning;

    var gr = new GlideRecord('sn_customerservice_case');
    if (!gr.get(inputs.caseSysID)) {
        gs.warn("Case record not found");
        return;
    }

    gs.eventQueue(
        'case.sentiment.detected',  // Custom event name
        gr,
        sentiment,
        reasoning
    );
})(inputs, outputs);

NOTE - The event is not getting fired as well, checked the Event logs.

Provider > Notification (Application scope - Global)

Next Experience Content

if you can check and let me know where I did make mistake.

Regards,

Anish

[Ankur Bawiskar]

@Anish Reghu 

Good to see you as well.

not sure if you can trigger that via script

Haven't done that so not much idea.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Anish Reghu]

I chose Script in Flow Action, since I was configuring the rest of the flow in Flow designer.

What other alternates should we try. I know of Business rule, but not sure how to pass flow output to business rule.

Regards,

Anish