Help me with notifications

[Arthur Sanchez]

I'm trying to send a notification that a ticket has been opened to support, the problem is that I'm not able to define that the notification goes only to SUPPORT, the rule should be, send the notification only to the support that the ticket was assigned, I will need to do the same thing with the user later, the notification should only be sent to the user who opened the notification

[swathisarang98]

Hi @Arthur Sanchez  ,

Navigate to sys_user.LIST and in there search userID with admin inside check the role,

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

[swathisarang98]

@Arthur Sanchez  , yes you should have admin right to create notification then other configurable fields will be visible 

Please mark this comment as Correct Answer/Helpful if it helped you.

Regards,

Swathi Sarang

[Harsh Vardhan]

Hi @Arthur Sanchez   Problem is not with your role. 

You have created "Provider Notification" which is different from "Email Notification".

I would suggest create email notification. 

If you want to know more about "Provider Notification" or "Email notification", please check the below doc link.

Provider notifications 

Create an email notification 

Thanks,

Harsh

[Arthur Sanchez]

But that's exactly what I'm wanting to do, I can't do notification by email because my account is normal dev and email notifications were disabled by servicenow, so I'm wanting to do notification via provider so that the notification is sent from within the servicenow for users within the platform.

I think this wasn't very clear when I created the topic and people got confused, but anyway, I still have the same problem:

Send the notification only to support that the ticket was assigned, but I'm not getting the logic I want to apply, it will be for 2 scenarios: the first, the user creates 1 ticket and the support that was assigned to the ticket is notified, in the other, support finishes the ticket and the user who opened the ticket is notified

Until now I send notifications to everyone or I don't send them at all, and that's what I'm stuck on

[Harsh Vardhan]

@Arthur Sanchez  Would it be possible to create separate provider notification for your each use case ?

If not then you can also use event based provider notification and pass those user in your event.