From the January 2025 release, notifications were added onto the menu on the portal and will show up under the bell next to the logged in user's name. The configuration for it covers controlling what shows up in the list, and then how it appears and is handled after the notification is received. We can look at everything to do with this feature, but let's start with how do we create or update records to get new items to show up there?
Out of the box there were three lists of records under Employee Center.
Going into Notification Content Configurations, I'm going to focus on getting the Incident Resolved notification to fire. By default, there is a set up for it in the Content Configuration section.
Test 1 - Picking an existing Incident, I set myself up as the Caller, then resolved it. I was able to make the changes to the incident record, but there were no new notifications on the portal.
Test 2 - Starting from scratch on this one, I opened a new Incident for myself, then immediately resolved it. Same deal, no notification on the portal.
Test 3 - For this test, I impersonated an ITIL user (Beth Anglin), opened an incident for me and then resolved it.
This one worked. When I stopped the impersonation I had a new Notification under the bell on the portal.
Also, the system automatically added a new row to the Portal Notifications list for Incident Resolved.
So the takeaway from this one is when demoing this feature, be sure to run the proper process end to end to get the notifications to fire. Next step is to look behind the scenes and see how this worked.
