Follow button is back in Utah but not doing anything?!

[Kristin J]

Hello there,

I am working on Utah, in Next Experience, but outside of Workspace. For the life of me I cannot find where I can create notifications/triggers for the Follow button on all of our record types (HR Case, Incident, RITM, Problem, UR etc.). I am sure that I saw where to do this a couple months ago but now I cannot find where/how to trigger them.

What I want to see is what currently triggers a notification if someone has clicked Follow, what the notification contains, and where I can create other notifications as needed. Currently, when someone clicks Follow on an HR Case, or on an Incident, Problem, etc. there is a banner saying "you're now following", but no notifications are triggered when changes are made on that record.

Help is greatly appreciated! 😓
Kristin

[Brad Tilton]

Hi Kristin,

The functionality in Utah is limited to being notified when someone adds work notes or comments to the record. Are users not seeing notifications for those actions or are you expecting notifications for other actions as well?

[Kristin J]

Thanks for the reply, Brad, I appreciate it. I have several answers to that.

1. Yes I was originally expecting that there were more notifications than just worknotes/comments. My user expectation would be that that if I'm following a record, I'm following everything about it (state change, assignment change) etc. However, SN documentation does say that it is comments/worknotes only.
   
   
2. When I posted this question, I had only been testing in ITSM. I did some more extensive testing after your comment, and I did find that worknotes/comments update in HR Cases, but still nowhere in ITSM. I have tested with RITM, SCTASK, INC, CHG, CTASK, PRB. No notification appears for those record types.
   
   
3. We use Nuvolo's Connected Workplace application for Facilities. When we moved to NE, the Follow button appeared but does not notify on comments or worknotes.
   
   
4. Am I able to modify the Follow functionality to accommodate other ticket types (like CW or our custom apps), or to notify on state change etc. if I wanted to?

Thanks again for engaging on this. The follow function was used a lot by some of our teams.

Cheers,
Kristin

[Brad Tilton]

I think it should work on any task table but you might need to open a support case on this one.

[Kristin J]

Wil do...it helps to have my expectations confirmed before I go embarrass myself hahaha.

Appreciate it, Brad.