Creation of provider notification workspace

[Abhilasha_123]

Hi Team, 

I’m creating a workspace notification for the Incident, Change, and Requested Item tables. However, I’m facing an issue: I’m unable to locate where the notification body for workspace notifications can be modified. The system is using a default template, but I need to update it. Could you help me understand where the relevant provider notification configuration is located so I can edit the notification body?

Thanks!

[Tanushree Maiti]

Hi @Abhilasha_123 

In ServiceNow, workspace notifications (bell icon) are managed independently from email notifications. To update the content of a workspace notification, you must edit the Workspace Notification Content linked to its trigger.

Refer this blog for your requirement .

How to add a notification in Workspace 

https://www.servicenow.com/community/itsm-forum/workspace-notifications-executing-but-not-showing-up...

[Yogesh11bhatt]

To modify the notification body for workspace notifications (specifically for Incident, Change, and Requested Item), you need to access the Provider Notification configuration. These notifications differ from classic email notifications and use a separate content structure.

Here is the location and the steps to edit the body:

Primary Location: Provider Notifications

The core configuration is located in the Provider Notifications table.

1. Navigate to System Notification > Provider > Notifications. 
2. Search for the notification triggering on your target table (e.g., incident, change_request, or sc_req_item). 
   • Tip: Filter by Category (often "ITSME" or "Workspace") or Table.
3. Open the relevant notification record.
4. Scroll down to the Provider Content related list (tab). 
5. Click on the record listed under Provider Content. 
   • This record contains the Field configuration and Message (body) template.
   • If the system is using a default template, you will see it here.

Alternative Location: Workspace Notification Triggers 

For a more workspace-centric view, you can often find these grouped under the Workspace Experience application. 

1. Navigate to Workspace Experience > Administration > Notification Triggers.
2. Select the trigger related to your table (e.g., "Incident notification").
3. Look for the Notification Contents related list.
4. Open the content record to edit the Message field. 

Important Notes for Editing

• Read-Only Fields: If the default content record is read-only (due to system protection), you cannot edit it directly. Instead, you must: 
  1. Go back to the Provider Notification record.
  2. In the Provider Content related list, click New.
  3. Select Next Experience (or the relevant provider type).
  4. Create your own content record with the desired body text and variables.
  5. Submit this new record. It will override or exist alongside the default, depending on your conditions.
• Variables: You can use standard variable syntax (e.g., ${number}, ${short_description}) inside the message body to pull data from the record

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Regards