Create provider notification in ServiceNow when mentioned on Ticket

[patrykprejs]

Hi all,

I am currently trying to work on creating a Provider Notification which should notify the person mentioned in the ticket by telling them in the Notification bit in ServiceNow.

I've tried finding a solution on the community but a lot don't seem to give me the complete picture, would anyone be able to assist?

I've attached an image of what I would like to achieve below:

Any help would be greatly appreciated!

[Saloni Suthar]

Please review the support article for the solution - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0779851

If my response helped you, please mark it as correct or helpful.

[patrykprejs]

Thanks for the response, unfortunately this is not about the email notification which works as intended but I would like to implement a solution where I also receive notifications in ServiceNow when I get mentioned in a ticket, as emails can get quite congested for people and this would be another way to make people aware within ServiceNow.

[Saloni Suthar · Accepted solution]

Hi @patrykprejs ,

Got it! You can create provider notification which will send the notification similar to what you have in the screenshot. 
Here is what I tried in my PDI and it works:

1. Navigate to System Notifications > Provider > Notifications.
2. Click on New.

3. Set Category = Connect, Trigger = Record Change, Table = Notification [live_notification], Recipients listed in fields = User.

4. Click on Contents Related list.

5. Create New Provider Content.

6. Click Next Experience.

7. Set Message heading and Message and click submit.

8. Test the functionality.

If my response helped you, please mark it as correct or helpful.

[patrykprejs]

Hi @Saloni Suthar,

This is brilliant and pretty much does what I need it to do. 

Thank you for the great explanation!

Just in case anyone else is interested I have also added a Client Script after adding the Solution presented by @Saloni Suthar which when you click the Notification will take you to the specific record you have been mentioned on Automatically, please see the script attached in the below image: