How to edit agent workspace notification?

[Vasu ch]

Hi all,

I've created an agent workspace notification. Here whenever requestor cancels a HR Case then fulfiller have to get a notification on agent workspace. 

Now I'm getting the notification like <Requestor> updated <HR Case number>. But I would like to see that notification as <Requestor> Cancelled <HR Case number>. I referred some servicenow docs and they are saying it can't be edited.

Is there any way to do that?

[Saurav11]

Hello,

There is a write ACL on sys_notification_content that restricts the update to the actual notification message.  The fields are read-only when you open the notification, because they are part of the Restricted Content Records in the called Script Include, hr_VANotificationUltilSNC.  You can temporarily deactivate the ACL to make the change.  However, I do NOT know if there are any repercussions to making changes to them, so proceed at your own risk.  

If you deactivate the ACL to make the change, then you should be able to update your notification content using the below steps.  Be sure to reactivate the ACL.

1. Go to Workspace Experience > Notification Triggers
2. Open the correct trigger (e.g., Change in state of HR case)
3. From the "Notification Contents" related list/tab, open the notification
4. Make the appropriate changes to the message and/or message heading

Please mark answer correct/helpful based on Impact.

Thanks.

[Vasu ch]

Hi Saurav,

I didn't find the script include you mentioned. However, there is a  table sys_notification_workspace_content. Is there something to do on this table?

[Saurav11]

No Just follow these steps:-

1. Go to Workspace Experience > Notification Triggers
2. Open the correct trigger (e.g., Change in state of HR case)
3. From the "Notification Contents" related list/tab, open the notification
4. Make the appropriate changes to the message and/or message heading

[Vasu ch]

I tried Saurav. But its not working.