Delegate to receive agent workspace notifications

[Ramkumar Thanga]

Hi!!

I have a question whether the delegates will be receiving the agent workspace notifications.

Thanks!!

Ramkumar Thangaraj

[Community Alums]

Hi @Ramkumar Thanga ,

Yes, they should Receive the notifications.

An agent is notified in the following scenarios:

• A change request, incident, or problem assigned to an agent has any updates.
• A task is delegated to the agent.

Notifications are available for IPC for any changes + for delegated tasks if delegated. For delegated tasks, Notification Provider for Next Experience plugin (com.glide.notification.provider.next.experience) needs to be installed. For the delegation notifications, besides editing details like when to send and who to send, you can alos configure the message conte na dheader.

Procedure

1. Navigate to All > Workspace Experience > Administration > Notification triggers.
2. To modify the delegation notification, perform the following steps.
   1. From the list of notification triggers, select Delegation notification.
   2. Edit the required notification information such as who to send it to, when to send it, its header and content.
   3. Click Update.
3. To modify the notifications for incident, problem, and change updates, perform the following steps.
   1. From the list of notification triggers, select one of the following.
      • Incident notification.
      • Problem notification.
      • Change notification.

      For information about default notification formats, see Default notification formats.

   2. Edit the required information such as who to send it to and when to send it.
      Note: You cannot edit the notification header and content.
   3. Click Update.

[Ramkumar Thanga]

@Community Alums 

Thank you so much for the response.

I couldn't find the notification "Delegation notification" from the list of Notification triggers.

Do I need to create a new, then what should be the condition.

Regards,

Ramkumar

[Community Alums]

Hi @Ramkumar Thanga ,

"Delegation notification" means the notification which gets sent. if not already avialble , you need to create one.

[Ramkumar Thanga]

Hi Sandeep!!

Thanks for the response. If new notification has to be created. How can I choose the delegate as the recipient. For eg. If we need to send the UI notification to the delegate of the assignee of a incident. How can I configure this in the new notification.

Thanks!!

Ramkumar Thangaraj