How do i create and alert or a notification in SOW

[Akhila P]

Hello

In the Service Operations Workspace, I’m trying to configure a notification or alert to be triggered when an interaction is assigned to an agent. I attempted to set this up using notification triggers, but it doesn’t seem to be working as expected.

Please find attached the document detailing my current configuration. Could you kindly review it and let me know how I can make this work? Also, if there’s an alternative approach to achieve this functionality, I’d appreciate your guidance.

Looking forward to your support.

Best regards,
Akhila

[GlideFather]

Hi @Akhila P 

can you rather attach a screenshot instead of docx?

create a notification on interaction table, condition that assigned to changes and assigned to is not empty (to avoid unassigned interactions) and then set the recipient and the content

[Akhila P]

Hello @GlideFather ,

As a workaround, I created a notification based on your suggestion, and it’s working fine. However, I would prefer to see the alert instead of the notification.

I’m attaching the relevant images for your review. Kindly look into this and let me know how we can restore or enable the alert functionality.

Thanks,

Akhila

[GlideFather]

@Akhila P or you can create an event (event registry > new) and fire that event when the interaction is assigned to somebody.. it could be a business rule with the similar condition as the notification and the event would be trigger for that notification if you want to track that..

[Ankur Bawiskar]

@Akhila P 

Seems you didn't get a chance to check my below response.

Did you check the user with whom you are testing has Notification preferences enabled?

If my response helped please mark it correct and close the thread so that it benefits future readers.