Workspace Notifications Executing but not showing up

[Nathaniel Alves]

Hello,

I am configuring Agent Workspace. I'd like the agents to receive a notification when an incident is assigned to them. I have set up the Notification and Notification content, but despite that, and making sure the notifications are turned on in the user settings, they still don't show up. 

Following this guide:

https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/workspace/task/configure-notification-triggers.html

Does anyone see anything wrong or think i am missing something?

[Maik Skoddow · Accepted solution]

Change your conditions as marked in the following screenshot and it will work

[Nathaniel Alves]

Hi Mark,

I just made your changes as suggested and then tried taking ownership of a ticket via my lists in Agent Workspace. The notification did not come up despite the notifications for my user being turned on.. Since the originating user T/F field is checked, I should see the notification, no?

Nate

[Maik Skoddow]

In that case you won't get a notification, as you look on the ticket. Sounds strange? Yes it is but actually working as intended. See https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/workspace/task/configur...

"After the notification is triggered, it is sent to recipients who aren't currently looking at the target record."

[Nathaniel Alves]

Thanks Maik, I appreciate your patience, still a bit new to me. I ended up testing by logging into the mobile app as myself and then impersonating an agent on my PC and the Assigned To: rule worked fine.

I would also like to create a notification where everytime a new ticket goes into one of those folks groups, that the whole group gets the same type of notification. The conditions are:

I seem to be unable to select "Members" of assignment group as the recipient of these notifications. I did read that these are not meant for more than 5 people, maybe this will not work?

Nate