Alerts in Service Operation Workspace

[rah dev]

Hi Community,
Good day!

I have a question about how ServiceNow Operations work. I want to understand how notifications or alerts are shown in ServiceNow. How do these notifications get triggered, and how can we know when and why an alert or notification will appear? Any guidance or examples would be really helpful.

Thank you in advance.

[Ankur Bawiskar]

@rah dev 

if you are talking about the Inbox icon in SOW then

-> whenever an agent has chat interaction going on it shows up there

Inbox Desktop notifications are not showing up for the agents 

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[rah dev]

@Ankur Bawiskar thanks for the reply, my question is how alerts are showing i mean what should be trigger, either I need to submit any table record so that I can check table record or I need to do something else? and what is backend end table where we can see the alerts.

[Ankur Bawiskar]

@rah dev 

as end user initiate a Virtual agent discussion, then transfer it to some live agent

Ensure some agent is logged in some other browser, once the conversation is transferred from VA to live agent, your agent can see the notification in Inbox in SOW

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[Tanushree Maiti]

Hi Rah,

To check associated alert of an incident , Open that incident in Servicenow Workspace .

Click on  Related record.

At left side pane - Associated record tables with associated component count will show.

Click on Alert (alertCount).

Here is the screen shot:

INC (Incident) notifications in ServiceNow Workspace can be checked via the bell icon in the top-right header, providing real-time alerts for assignments or updates.

You can refer this youtube video:

Notifications in the bell icon in ServiceNow Next Experience (Provider notifications)