How to set up VA notification for web chat client

[Yasmin]

I'd like to create a notification in virtual agent for a specific population about a specific event. However, when following the instructions on the prod doc Set up Virtual Agent notifications for the web chat client it indicates that I must select a table. Not sure what table to choose from if my notification is a 1 time event, say covid-19, for example, or a notification about deadline to enroll for benefits. These are business required notifications and are not coming from a table like a case or incident would. 

Is there a way to setup a notification without having to select from a table. Otherwise, if a table must be selected, what table should I use for this purpose?

Thanks.

[Rahul M]

Hi @Yasmin ,

VA notifications are based upon how the base system notifications also work i.e; they run on a table and trigger based upon some conditions or when an event triggers and collect user details to whom notification has to be sent out.

That said you can still achieve your use case of just posting a generic message (by filling message heading & message in 'Notification Content - Virtual Agent'). Now to your point, against which table you would need to base off the notification, I would suggest creating this notification on table: kb_knowledge (Knowledge). This is more sensible where the record against this notification comes, would be the KB article with extra information for users to checkout, about your broadcasted message.

**kb_knowledge is just an example if you have any other table where you store such information you can always use that.

**Populating table field is mandatory.

[Yasmin]

Thank you Rahul. I would need to test the option to create a kb article instead. Sounds like it could be a viable option. 

[Yasmin]

I tried following the instuctions from prod doc on which tables to use for notification setup. Link to article: https://docs.servicenow.com/bundle/paris-performance-analytics-and-reporting/page/administer/virtual-agent/task/configure-va-web-notification.html

But I'm not able to find the "Provider" section under System Notification. Roles required are admin or notification_provider_admin, and I have admin.

• Navigate to System Notification > Provider > Notifications, and then click New.
• On the form, fill in the fields.

These are all the options I see when filtering by system notification: 

[Muralidharan BS]

Hi Yasmin,

The notification table is - sys_notification to create a VA notification. Try sys_notification.LIST in filter navigator and then create one. 

One of my suggestion is you can trigger the notification through events. You can just run a background script to trigger the event which in turn triggers the notification. You can try this option.

Thanks