Configure notifications in Service Operations Workspace for ITSM

Customize notifications that are sent to an agent to update about various changes.

Before you begin

Role required: workspace_admin, notification_provider_admin, or admin

For delegation notifications, the Notification Provider for Next Experience plugin (com.glide.notification.provider.next.experience) must be installed.

About this task

An agent is notified in the following scenarios:

• A change request, incident, or problem assigned to an agent has any updates.
• A task is delegated to the agent.

The notification icon shows notification alerts. The icon shows a badge with notification count and new notifications for a short duration.

Use the notification icon to view the notifications.

In email notifications, you can decide where the link to a record is redirected. Instead of a record automatically opening in the classic UI16 interface, the record can be opened in Service Operations Workspace (SOW). The ITSM Notifications Redirection (com.snc.itsm.notifications_redirection) plugin is installed and activated automatically to support this behavior. The record link in an email notification opens in SOW only if the following conditions are met:

• The Redirect SOW Email notification (sow_email_notification_redirect) system property is set to true.
• The user selecting the incident record link has the sn_sow_user role.

This feature is applicable for the following record types:

• Incident
• Problem
• Request

Procedure

1. Navigate to All > Workspace Experience > Administration > Notification triggers.
2. To modify the notifications for incident, problem, and change updates, perform the following steps:
   1. From the list of notification triggers, select one of the following:
      • Incident notification
      • Problem notification
      • Change notification
   2. Edit the required information, such as the notification category, who to send it to and when to send it.

      Who to send and When will receive tabs contain the notification settings.

      Note:

      Keep in mind the following information when editing these notifications:

      • You can’t edit the notification header.
      • The Category field of each type of notification must match that notification type so the notifications are categorized correctly for agents. For example, the Category field must be Incident for incident notifications. This step confirms that the notification is categorized in the notification preferences and agents can easily turn on and off all the notifications categorized under a category.
   3. Select Update.
3. To modify the delegation notification, perform the following steps:
   1. From the list of notification triggers, select Delegation notification.
   2. Edit the required notification information, such as who to send it to, when to send it, its header and content.
      Who to send and When will receive tabs contain the notification settings.
   3. Select Update.