Agent Notification Requirement in Configurable workspace without email

[Martin Oben Abi]

I have a requirement asking how agents working in Configurable Workspace can be notified on the platform without receiving emails.

The request is that when the Requested For adds a comment to a ticket, the assigned agent should be able to see that a comment has been added - without needed to open the record and check the activity stream.

[Vishal Jaswal]

Hello @Martin Oben Abi 

I am a little confused with the question as in you want to know how it is done and haven’t explored official documentation or you tried however it is not working and then you ended up asking this question in the community; missed to share steps performed or add attachment(s)

Here is the official SN documentation with steps to achieve it: https://www.servicenow.com/docs/bundle/yokohama-it-service-management/page/product/service-operation... 

[Martin Oben Abi]

Hi @Vishal Jaswal thanks for the response.

I have not configured it yet. I am asking if its possible as I have not been able to find any documentation.

Thank you for sharing the link but its not it.

The requirement is how can agents know within configurable workspace when a requester adds comments to a ticket they are assigned to. No email notification & state change required.

[Vishal Jaswal]

Hello @Martin Oben Abi 

Navigate to All > System Notifications > Provider > Notifications (table name: sys_notification)

Scroll down to related List "Contents"  and add a New provider Content and Select Next Experience

So, this is how my sys_notification list view looks like where Table is incident

Validation Results:

Reference: https://www.servicenow.com/docs/bundle/xanadu-platform-user-interface/page/administer/workspace/task... 
https://www.servicenow.com/docs/bundle/yokohama-platform-user-interface/page/administer/navigation-a... 

Additional Information: If you want to disable e-mail notification for assigned_to user then Navigate to All > System Notification > Email > Notifications (Table:sysevent_email_action)

Make all those email notifications active as False whose conditions are comments and/or work_notes changes where users/groups in fields is assigned_to as shown below: