Why are there no email notifications for agents in Case Table?

[Takeru]

Hello,

I noticed that there are no email notifications for agents in the case table (sn_customerservice_case) in Customer Service OOTB.
For example, incident table is notified by email to the group assigned to, but not in case table.

Upon investigating the reason for this, I found the following possible reasons.
1. Agents are expected to always be in the workspace, so they want to reduce unnecessary email notifications.
2. Case requirements vary greatly from customer to customer, making it difficult to implement a standard notification logic.

However, I couldn't find any official documents that clearly explain the design concept behind this OOTB.
My customer is asking me to explain the design concept behind this OOTB based on evidence, and I'm stuck.

Can anyone help me out?

Thanks,

[Ct111]

I dont believe you will find documentation for something if it is not present OOB,

however, one member attempted something similar , you can take reference from it.

LINK:

Solved: Re: Notification is not trigger on case table - Page 2 - ServiceNow Community

[Ankur Bawiskar]

@Takeru 

Please use the same reason to explain the customer as nothing is there in docs for this.

Logically it makes sense not to have notifications on Case table as each customer can have different logic for that.

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

[Ankur Bawiskar]

@Takeru 

Thank you for marking my response as helpful.

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