Enhancement for HR Agent Bell Notifications & Emails

YaminiVelamala
Tera Contributor

3 weeks ago

As an HR Agent
1. When case is assigned to them, then agents receive a bell notification AND email.

How can we create a bell notifications for HR Agent workspace?

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sachinvic
Giga Guru

3 weeks ago - last edited 3 weeks ago

@YaminiVelamala 

 

HI Yamini, 

You can configure bell notifications separately from email notifications in HR Agent Workspace.

For the bell notification, check Workspace Experience >> Administration >> Notification Triggers.

  1. Check whether an existing trigger covers HR case assignment.

  2. If not, create a trigger for the HR Case table with a condition that detects when the Assigned to field changes.

  3. Configure the recipient using the Assigned to field and associate the appropriate notification content.

  4. Test by assigning a case to an HR agent and verify that the notification appears in the workspace notification tray.

Keep the email notification configured separately under HR Notifications, since the workspace bell and email are different notification channels.

References:

Check the existing triggers first, as the required configuration may already be available OOTB in your release.

 

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Regards,
Sachinvic
✨ ArchX Certified | ✨ 16x ServiceNow AI MVP

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