Customize Agent Workspace Notifications

[Nisarg Thakur]

Hello, I am trying to change the text that appears on the Agent Workspace notifications. Sn documentation asks us to enter the UI Notification Route as "Agent Workspace". When I open the Agent Workspace record, I see a Payload Type  'Record Change JSON", under its calling a Class "com.glide.ui_notification.payload_processors.RecordChangePayloadProcessor". Does anyone have any idea where to find this class? See screenshots below for more information and table names, 

1. Example Workspace Notifications

2. Agent Workspace UI Notification Route (ui_notification_route)

3. Record Change JSON Payload Type (ui_notification_payload_processor)

Any help appreciated, thank you!

[Anil Lande]

Hi,

You need to configure notification using 'Notification Triggers' Module:

Please check appropriate records and make changes.

Also see below KB article if you see similar issue:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0783011

Thanks,

Anil Lande

[Nisarg Thakur]

Hi Anil, thank you for your reply. The 'Notification Triggers' module only lets me choose when to fire the notification, which I got covered. I want to customize the text that appears in the notification itself.

[Anil Lande]

Hi,

I tried finding related classes and scripts. Unfortunately I didn't find anything which will help us to customize that UI notifications. 

ServiceNow has not made those classes available for all. You can raise a HI Ticket with ServiceNow to get more info/help on this. 

Thanks,
Anil Lande

[Nia McCash · Accepted solution]

Here's the docs link for setting up a notification in workspace.

Note that the Default notification format docs page says:

After you configure a workspace notification, the information that is displayed in the notification follows a default format that you can't configure.