Follow is not Doing anything in Next Experience Utah

[Sean8]

We have just Upgraded a client instance to Utah and noticed that there are no notifications showing when work notes / comments are added to tickets that are being followed.

I was expecting something to show here.

I tried on my PDI and have observed the same behavior. It was only when I upgraded my PDI to Vancouver did it do what I was expecting it to do.

I have come accross the following links which seem to indicate that this should be working in Utah. Do I need to enable or update something for this to work in Utah?

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1277920

https://docs.servicenow.com/bundle/utah-platform-user-interface/page/get-started/servicenow-overview...

[Hemanth M1]

Hi @Sean8 ,

Verify below notification is configured correctly :

Just tested adding system admin worked fine:

Notification: 

[Sean8]

The Notification Trigger is there but for some reason the event polaris.follow.update itself is not firing. I was able to track down the business rule so I can try to start my investigation there.

[Hemanth M1]

Ok, so you don't see any logs as below:

And also you can verify by changing trigger to record change and select table , condition.

[marcos_castro]

I want to add the solution I found when we had that problem in our instance. The Business rule (Polaris follow event queue) that is responsible for triggering the polaris.follow.update event, that then will trigger the notification provider, was missing. What I did was export the Business Rule XML record from my PDI and import it into our instance and the Follow notifications started to work just fine. I don't know why it was missing though.