Notification contextual sidebar after a follow not sent

[Maddalena]

Hello, 

I'm having issues with the provider Notifications. After a user followed a ticket, if an admin user make some changes on the ticket, the user see the notifications in the banner. If an another non-admin user make some changes, some notifications will not be sent. 

I'm on the xanadu release, last patch available. 

Thank you, 

Maddalena

[GlideFather]

Olá @Maddalena,

please provide more details, what module or record type is that (case, incident, ritm, ...?) and also what kind of notifications are you talking about?

In general, when a user creates a record in ServiceNow they shall see all the updates to it - state changes, comments, etc. UNLESS it is a work note, that is a technical detail that doesn't belong to the end user / caller.

Also, notifications have conditions and when they are met it will send that notifications and if not, nothing happens... so for example resolving or closing an incident will 100 % trigger a notification, but changing some of the fields doesn't necessarily trigger it. Depending on the configurations.

Please provide your scenario more clearly to understand what is wrong.

[Maddalena]

hello, 

I'm talking about incidents and requests, and the kind of notifications that I meant are:

Hope it will be useful. 

Maddalena

[GlideFather]

@Maddalena these can be selected as personalisation (enabling/disabling these will effect only the logged in user):

If you want to adjust this for a particular person you can impersonate for them, change this and unimpersonate.

Or you can change it in User Preference table:

Let me know if this helped