Workspace Notifications for Cases Not Showing

[Steven Osborne]

In looking at the below product documentation, workspace notifications should appear whenever a record that I'm assigned to are updated. However, I'm having an issue with this not occurring for cases. For instance, I am assigned to a case that contains an email associated with it (case created by email ingestion).  I reply to the email from within the case record (which adds an entry to the activity stream).  However, when the customer replies to my email (which also adds an entry to the activity stream), there was no notification update showing in the workspace.

Is there configuration required to assist with this?

https://docs.servicenow.com/bundle/rome-servicenow-platform/page/administer/workspace/concept/ui-notifications.html

[Musab Rasheed]

Hello,

As per my knowledge there is no such configuration except OOB one, try to be on home page and see if you get alert for the update you are expecting otherwise create HI ticket with servicenow team once.

Please hit like and mark my response as correct if that helps

Regards

[ServiceNow Tec2 · Accepted solution]

This has been resolved by ServiceNow Technical Support. Please refer to KB0967582 for more information.