Workspace Notifications are not triggering in Agent Workspace

[Manisha30]

Hi All,

We have an issue where the Workspace Notifications are not triggering in Agent Workspace. We have configured the below configuration but notifications are not triggering

Can someone please provide your expertise over here?

Thanks in Advance!!!
Manisha

[Abbas_5]

Hello @Manisha30,

Please refer to the below steps:

If your Workspace Notifications aren't triggering in ServiceNow Agent Workspace, it could be due to several reasons, including incorrect notification configuration, issues with the "Triggered By" setting, not having the assigned user properly set on the record, or a problem with the notification delivery channel being selected;check your notification settings, ensure the appropriate "Triggered By" event is selected, and verify that the assigned user on the record matches the intended recipient of the notification; if the issue persists, review your system logs for any errors related to notifications. 

Key points to check:

• Notification Configuration:

  • "Who will receive" field: Double-check that the user or group you want to receive the notification is selected in the "Who will receive" field within the notification definition. 
  • Notification conditions: Verify that the record data meet the conditions set for the notification trigger. 
  • Notification type: Make sure you've selected the correct notification type (e.g., "UI Notification" for Agent Workspace). 
• "Triggered By" Setting:

  • Event selection: Check that the "Triggered By" event is set to the appropriate action on the record (like "Incident assigned to" if you want a notification when an incident is assigned to an agent). 
  • Event timing: If you're using an event-based trigger, ensure the event is firing correctly and at the right time. 
• User Assignment:

  • Assigned user: Confirm that the record (e.g., an incident) is assigned to the correct user who should be receiving the notification. 
  • User permissions: Verify that the user has the necessary permissions to receive notifications for the specific record type. 
• Delivery Channel:

  • Channel selection: Make sure the notification delivery channel is set to "Agent Workspace" if you want the notification to appear within the Agent Workspace interface. 

Troubleshooting Steps:

• Check System Logs:

  Navigate to "System Logs > Emails" to see if the notification is being generated correctly and if there are any errors related to delivery. 
• Test with a sample record:

  Create a test record with known conditions to see if the notification triggers as expected. 
• Review notification preview:

  Use the notification preview feature to verify the notification looks as intended and the correct user is selected to receive it. 
• Check for updates:

  Ensure you are running the latest version of ServiceNow to benefit from any bug fixes related to notifications. 

  
  If it is helpful, please mark it as helpful and accept the correct solution. In future, it might be helpful for someone to refer to this solution.

  Thanks & Regards,

  Abbas Shaik