Audio Warning notification in Agent Workspace

[u20260429]

Hi,

The organisation I work for just moved over to Agent Workspace.

When I go to some pages - e.g. my list of active cases - whose URL starts with:

https://example.service-now.com/now/cwf/agent/list/params/list-id/...

This notification opens and I have to click Dismiss every time I go into the page:

Text:

Audio Warning - Browser settings may block notifications in some cases. To avoid missing alerts, please verify notifications are working for your browser.

I can't see a way to stop this from appearing. Some others where I work see the notification, but others don't.

I have tried using Chrome and Edge browsers but it appears on both of them.

I only have these settings available in the notifications inbox settings menu:

I don't have 'Inbox Audio Alerts' enabled.

Site settings for the site don't have sound blocked:

I can't see anything in Preferences > Notifications either.

I tried turning off the "Notification delivery channels types" option here but no impact:

Is there anything I can do to fix this? Maybe it's a setting on my user account that an administrator could change?

Thanks

[u20260429]

In case of use, I noticed this "Audio context could not be resumed" javascript error in the console linked to the notification:

[Tanushree Maiti]

Hi @u20260429 

Set up an audible alert to notify you when a new chat or work item arrives in your Agent Workspace inbox. Only agents who are subscribed to the corresponding service channel can change the settings.

Before you begin

• Install the Agent Chat plugin (com.glide.interaction.awa).
• Enable Desktop Notifications for browser.

Role required: agent

1. In your Agent Workspace inbox, select the settings () icon.
2. To receive desktop notifications for new items in your inbox, turn on Inbox Desktop Notifications.
   These notifications are delivered if the Agent Workspace browser tab is open but not currently in focus.
3. To receive audible alerts for new items in your inbox, turn on Inbox Audio Alerts.
   These alerts are delivered if the Agent Workspace browser tab open, it doesn't matter whether the tab is in focus or in the background.
4. To receive desktop notifications for new conversations in your inbox, turn on Conversation Desktop Notifications.
   These notifications are delivered if the Agent Workspace browser tab is open but not currently in focus.
5. To receive audible alerts for new chats in your inbox, turn on Conversation Audio Alerts.
   These notifications are delivered if the Agent Workspace browser tab is open, it doesn't matter whether the tab is in focus or in the background.
6. To receive browser notifications, you must have this set-up:
   1. Chrome as your browser.
   2. Configured to receive Conversation Desktop Notifications.
   3. Workspace browser tab is not in focus.
   4. There is a new message on a conversation assigned to you.

   For additional information, see Setting up Agent Chat.

   Refer : https://www.servicenow.com/docs/r/xanadu/platform-user-interface/set-up-new-chat-alert-agent-workspa...

Also Check these two KB and try 

KB0864166 Agent Workspace : Inconsistent desktop notifications and audio alerts for incoming and con... 

KB0965662 How to allow for notifications and sound in Google Chrome 

[u20260429]

Hi Tanushree,

Thank you for your reply.

I don't have any admin type access to Service Now, I am just a regular user as far as I know.

This notification doesn't appear for some users, but does for others.

I have just logged into Firefox from new, with no previous setup on the browser, and get the notification as soon as I log in.

I can't access the KB articles you linked to, perhaps I am not allowed access as a regular forum user?

I have reset Chrome settings back to basic and tried again, but the issue remains.

As far as I know I don't have any access to set up Agent Chat, as per above, this is just an issue for a handful of users where I work, other users have no issue.

Thanks

[Tanushree Maiti · Accepted solution]

Hi @u20260429 ,

In chrome :  hit this url after placing your instance name

chrome://settings/content/siteDetails?site=https%3A%2F%2F<your_instance_name>.service-now.com

Make Allow - Notification and Sound.