Pop Up message is required when the new ticket is created and assigned to my group?

[girishtahalrama]

Hello Team,

I have created a Homepage on my instance. Whenever a new ticket comes in my queue — I get notification through email and I take the action accordingly or I see my Homepage with the new ticket which also keeps on refreshing. But at times I do not read emails or check my Homepage for monitoring purpose.

Is there any way wherein I can get a pop up message on my ServiceNow instance that brings my attention that new ticket has been assigned to my queue? Please let me know if this is in scope of admin.

Thanks!

[Brad Tilton]

I think this would take a pretty large development effort.

[Swarup Patra]

Yes, you can achieve this by using the ServiceNow's built-in feature called "UI Notifications". UI Notifications are used to display messages to users as they work in the system. You can create a UI Notification that triggers when a new ticket is assigned to a user's queue. Here are the steps to create a UI Notification:

1. Navigate to System UI > Notifications.
2. Click New to create a new UI Notification.
3. Fill in the fields on the form, as appropriate.
- Name: Enter a unique name for the notification.
- Table: Select the table where the event is triggered. In your case, it would be the Incident table.
- When to show: Select when the notification should be displayed. You can choose "on insert" if you want the notification to be displayed when a new ticket is assigned.
- Message: Enter the message that you want to display to the user. You can use field values from the record. For example, "A new ticket $[number] has been assigned to your queue".
- Channels: Select "Banner" to display the notification as a banner at the top of the screen.
4. Click Submit to save the notification.

Please note that the user needs to have the instance open in their browser to see the UI Notification. If they don't have the instance open, they won't see the notification.

Also, keep in mind that excessive use of UI Notifications can lead to notification fatigue, where users start to ignore the notifications because they are too frequent. So, use this feature judiciously.

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[James Rostron]

Can you tell me table name for this ". Navigate to System UI > Notifications." as i dont see this in my navigator.