question Workspace Notifications Executing but not showing up in ITSM forum

Workspace Notifications Executing but not showing up

Nathaniel Alves — Thu, 31 Dec 2020 16:00:18 GMT

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?

Re: Workspace Notifications Executing but not showing up

Maik Skoddow — Fri, 01 Jan 2021 07:29:41 GMT

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

Re: Workspace Notifications Executing but not showing up

Nathaniel Alves — Fri, 01 Jan 2021 16:49:41 GMT

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

Re: Workspace Notifications Executing but not showing up

Maik Skoddow — Fri, 01 Jan 2021 17:21:14 GMT

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/configure-notification-triggers.html

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

Re: Workspace Notifications Executing but not showing up

Nathaniel Alves — Fri, 01 Jan 2021 19:10:54 GMT

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

Re: Workspace Notifications Executing but not showing up

Maik Skoddow — Fri, 01 Jan 2021 19:32:45 GMT

You can select "Assignment Group" (but never tested it before)

And please mark my first answer as "Correct" so other users can see, that your question has been answered.

Kind regards
Maik

Re: Workspace Notifications Executing but not showing up

Nathaniel Alves — Fri, 01 Jan 2021 20:08:48 GMT

Thanks. I did try that, I have a feeling it isn't built that way but I will continue to research it!

Appreciate everything 🙂

Re: Workspace Notifications Executing but not showing up

Zon — Wed, 14 Jul 2021 07:36:55 GMT

Hi, did you manage to set up the Workspace notification to send to the Assignment Group members?

Thanks

Zon

Re: Workspace Notifications Executing but not showing up

Nathaniel Alves — Wed, 14 Jul 2021 12:05:31 GMT

Hello my friend,

I did not. The only notification I was able to setup was when an incident gets assigned directly to someone. From what I've read on it during my research, workspace notifications will not work when the notification is sent to more than 5 people, it seems to be a limitation. So when I had set it up as "assignment group" with over 30 members in that group, it never worked for this reason.

Nate